Understanding customers and their needs.

[Maestro Sam]

I get a ton of emails for detailing but there are some clients that go mia in the conversation.

So this is how the conversation went.

George (Client) : What is the difference in price of the coatings and how long do they last?
Sam (Me): Hi George, what kind of vehicle do you drive? Do you take it to the car wash? Do you know anything about ceramic coatings?
George : Mercedes 2010 GLK black and yes I take it to the car wash and yes, I know a little bit about ceramic coatings
Sam : Do you care about the swirls and scratches on the paint before application? Ceramic coatings should last anywhere from 2+. Other brands can last 3+ years. Any particular reason you were looking for a ceramic coating?
George: I would like to remove scratches first
Sam: Do you want to come by so I can see the car and give you a quote? You can directly text me at #######

The client goes mia after the conversation and it has been 2 days since response. I guess the client is just busy or lost interest? Did I say something wrong?

 

[detailhustler]

There's nothing wrong with what you said, except that it was very passive. You let the customer slip away with very little intention to close the customer on what he was very interested in initially. Email him back and give him the information he requested. Offer again to come out to him to see it and solve his problem. Dont just say ,"uhh, text me please" instead write "I can come out to you at your convenience to get you coated and solve your problems. I can come now if needed"

The problem with the passive approach is that those hot leads are not being handled correctly. In your email contact form, make a spot to leave a phone number so you can call these people who are leaving you hanging with no obvious objections

 

[sudsmobile]

Sounds like every tire kicker that uses Yelp.:laughing:

 

[sudsmobile]

I agree with hustler. It's too many questions to start with and at the end it almost sounds like you're trying to talk him out of it. He probably was talking to somebody else at the same time that closed him immediately or like you said he's just busy. Sir, I'd love to get your Mercedes coated for you. My prices start at zzz. Please give me a call at xxx-xxx-xxxx and I'll come out and give you a quote on all my services.

You close the deal first, even if it's just a meeting. Worry about the individual services after you've established a rapport with the customer.

 

[Cruzscarwash]

Here's how I normally handle it


George (Client) : What is the difference in price of the coatings and how long do they last?


Sir, the price difference in coatings is xxx, that incldues blah blah blah. The coating you choose will depend on it's longevity. Some important things to know are that the largest factor in longevity of your coating is how you take car of it. I would suggest you no longer use blah blah blah to wash it and do blah blah blah.

More along those lines. So I give them what they want but include all the info they need to know as well that comes along with having a coating installed and maintaned.

Sent from my Pixel using Tapatalk

 

[DETAILROOKIE]

I agree with Hustler, too many questions. If they ask for a coating, say yes and answer their questions. You can ask your questions in person so you can show the customer what you are talking about; swirls, scratches, faded trim, etc.... one thing I've learned in sales is let the customer talk and create a need the customer didn't even know they had.

Sent from my SM-N950U using Autogeekonline mobile app

 

[Paul A.]

The thing i do every time is simply tell them what i do. The second thing i do is offer to meet them to see the vehicle and discuss with them exactly what they want, at their location of choice...at their home, work etc.

And, like detailrookie said, let them do most of the talking and listen.

 

[fightnews]

I get a ton of emails for detailing but there are some clients that go mia in the conversation.

So this is how the conversation went.

George (Client) : What is the difference in price of the coatings and how long do they last?
Sam (Me): Hi George, what kind of vehicle do you drive? Do you take it to the car wash? Do you know anything about ceramic coatings?
George : Mercedes 2010 GLK black and yes I take it to the car wash and yes, I know a little bit about ceramic coatings
Sam : Do you care about the swirls and scratches on the paint before application? Ceramic coatings should last anywhere from 2+. Other brands can last 3+ years. Any particular reason you were looking for a ceramic coating?
George: I would like to remove scratches first
Sam: Do you want to come by so I can see the car and give you a quote? You can directly text me at #######

The client goes mia after the conversation and it has been 2 days since response. I guess the client is just busy or lost interest? Did I say something wrong?

Do you know anything about coatings? Guy got offended I bet, you're kinda talking to him like he's an idiot IMO

 

[fightnews]

I agree with Hustler, too many questions. If they ask for a coating, say yes and answer their questions. You can ask your questions in person so you can show the customer what you are talking about; swirls, scratches, faded trim, etc.... one thing I've learned in sales is let the customer talk and create a need the customer didn't even know they had.

Sent from my SM-N950U using Autogeekonline mobile app

I agree, you didn't even answer the guys original question you just started firing off your own questions.

 

[RTexasF]

The customer wanted answers not questions. Keep it short, keep it courteous, get a phone number, make the appointment. Your email should have your phone number attached along with business name.

 

[fightnews]

The customer wanted answers not questions. Keep it short, keep it courteous, get a phone number, make the appointment. Your email should have your phone number attached along with business name.

I feel like if you go to meet with every potential customer that can take up to much of your time. How many cars are you going to have to go look at that your not going to get the job? People will have you come over to answer questions and give them prices and then end up using someone else.

 

[Maestro Sam]

There's nothing wrong with what you said, except that it was very passive. You let the customer slip away with very little intention to close the customer on what he was very interested in initially. Email him back and give him the information he requested. Offer again to come out to him to see it and solve his problem. Dont just say ,"uhh, text me please" instead write "I can come out to you at your convenience to get you coated and solve your problems. I can come now if needed"

The problem with the passive approach is that those hot leads are not being handled correctly. In your email contact form, make a spot to leave a phone number so you can call these people who are leaving you hanging with no obvious objections

Yea I guess I went to passive. Will follow your advice , thanks!

Sounds like every tire kicker that uses Yelp.:laughing:

I agree with hustler. It's too many questions to start with and at the end it almost sounds like you're trying to talk him out of it. He probably was talking to somebody else at the same time that closed him immediately or like you said he's just busy. Sir, I'd love to get your Mercedes coated for you. My prices start at zzz. Please give me a call at xxx-xxx-xxxx and I'll come out and give you a quote on all my services.

You close the deal first, even if it's just a meeting. Worry about the individual services after you've established a rapport with the customer.

I know right, yelp users lol! Just read the conversation again and it does sound like I was trying to talk him out of it. I always try to question my clients because most of these clients think that ceramic coating will be a bullet proof product.

Here's how I normally handle it


George (Client) : What is the difference in price of the coatings and how long do they last?


Sir, the price difference in coatings is xxx, that incldues blah blah blah. The coating you choose will depend on it's longevity. Some important things to know are that the largest factor in longevity of your coating is how you take car of it. I would suggest you no longer use blah blah blah to wash it and do blah blah blah.

More along those lines. So I give them what they want but include all the info they need to know as well that comes along with having a coating installed and maintaned.

Sent from my Pixel using Tapatalk

Thanks brother for the info, your words are straight to the point!

I agree with Hustler, too many questions. If they ask for a coating, say yes and answer their questions. You can ask your questions in person so you can show the customer what you are talking about; swirls, scratches, faded trim, etc.... one thing I've learned in sales is let the customer talk and create a need the customer didn't even know they had.

Sent from my SM-N950U using Autogeekonline mobile app

You right Detail!

 

[sudsmobile]

I feel like if you go to meet with every potential customer that can take up to much of your time. How many cars are you going to have to go look at that your not going to get the job? People will have you come over to answer questions and give them prices and then end up using someone else.

Do you go look at every car under the sun? I guess if you don't have time, no. A 2015 Mercedes that wants to spend big dollars? Yeah, you should probably get in the car and go take a look at it. It really boils down to the level of service you want to provide, how much you want to make that particular sale and your level of confidence to close it. If I can get a face to face meeting, I know that I'm going to close that customer 90-95% of the time. That's money in the bank for our business.