Complaints and not so happy customer?

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anson89

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Hey guys just wondering how do you deal with your clients who thinks your 3 days worth of work on detailing was JUST OK.

These are my scenarios:

Client 1 (Porsche Cayenne):

Full detail int/ext. Vehicle has never been detailed for 5 years. Trunk was messier than my room. Detailed the car in perfect condition, cleaned and condition the interior and even gave him a "room service" for his trunk - like folded his cloths, put everything in a little box. He really liked the exterior work I did, but thought the interior looked the same when he first dropped it off :mad: I spent a good 2 hours on his interior.

Client 2 (BMW 135i):

Did a full exterior detail for this client because he wanted it in good condition before putting on the clear bra. After the detail, he spot checks the whole car and found some minor swirls and scratches which I kinda missed polishing. Also added that I put on too much tire dressing and slinged all over the fenders.

Other than that, my other 24 clients leaves with a smile.
 
Up your game and apologize. Offer to fix it, free of charge obviously, and just up your game the next time.

IMO, 2 hours isn't long enough to do a FULL interior detail.
 
You learn from your mistakes. Make good to your customers and fix what they complained about. Taking this little extra time without argueing with them will go along way for you. Make sure next time you go over the car before giving the car back to your customer so you do not run into this problem again.
 
ASPHALT ROCKET said:
You learn from your mistakes. Make good to your customers and fix what they complained about. Taking this little extra time without argueing with them will go along way for you. Make sure next time you go over the car before giving the car back to your customer so you do not run into this problem again.
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Or better yet, have somebody else (like a friend or family member) go over it. Sometimes that more objective eye can pick out more than your subjective eye can.
 
CieraSL said:
Or better yet, have somebody else (like a friend or family member) go over it. Sometimes that more objective eye can pick out more than your subjective eye can.
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I agree and disagree. If you are DETAILING, then you should have that eye for the details.
 
I think the fact that the Porsche owner found things that may have been missed with polishing kinda gave him some ammunition to demean your work etc. Just a thought .......

The one thing I do with each & every car I detail is take before & after pictures of every angle, inside & out, of whatever vehicle I'm working on. I'll always ask the owner if there are any trouble spots that he/she would like me to pay close(r) attention to as well. This helps the customer to feel that they're leaving their ride in capable hands (which they are!) and they may not be so quick to judge upon retrieving the vehicle.

Be sure you are absolutely positive your work is finished & don't leave yourself open for ridicule.

My .02 :props:
 
anson89 said:
Hey guys just wondering how do you deal with your clients who thinks your 3 days worth of work on detailing was JUST OK.

These are my scenarios:

Client 1 (Porsche Cayenne):

Full detail int/ext. Vehicle has never been detailed for 5 years. Trunk was messier than my room. Detailed the car in perfect condition, cleaned and condition the interior and even gave him a "room service" for his trunk - like folded his cloths, put everything in a little box. He really liked the exterior work I did, but thought the interior looked the same when he first dropped it off :mad: I spent a good 2 hours on his interior.

Client 2 (BMW 135i):

Did a full exterior detail for this client because he wanted it in good condition before putting on the clear bra. After the detail, he spot checks the whole car and found some minor swirls and scratches which I kinda missed polishing. Also added that I put on too much tire dressing and slinged all over the fenders.

Other than that, my other 24 clients leaves with a smile.
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Client 1 is probably a lost cause. If his interior was that great when he dropped it of, why was he having you clean it?

Client 2 could be a learning experience. By your own adnission, you evidently did miss some swirls and scratches during the polishing. Apologize and correct the problem.
Did the tire dressing sling on the fenders? If it did, apologize and clean everything up.
Learn from your mistakes and don't let it happen again.
 
Ya some customers are lost causes... always trying to save a buck or are just pessimistic in general. I would appologize and if you want explain the process you used to them to show your detail but then say you will correct the problem for them and then remember them and know you dont want to detail for them again... One thing I have learned is that you dont have to do every car someone brings to you, afterall this is a America, even if someone wants your services that doesnt mean you are required to give it to them.
 
Shade Tree said:
The one thing I do with each & every car I detail is take before & after pictures of every angle, inside & out, of whatever vehicle I'm working on.
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Great advice, especially if in an example like this if the interior is a pigsty.

Guaranteed, most people have a short memory. Taking pictures refreshes their memory and will vindicate you, just be sure if you ever have to remind someone with your pictures to do it in a nice and professional way.


Shade Tree said:
I'll always ask the owner if there are any trouble spots that he/she would like me to pay close(r) attention to as well. This helps the customer to feel that they're leaving their ride in capable hands (which they are!) and they may not be so quick to judge upon retrieving the vehicle.
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That is great advice. In fact I'm working on a list of tips and techniques for detailers and would like your permission to use this in the list and give you full credit.

Anyone else with any tips and techniques please e-mail them to me at

[email protected]

And I'll include them in the article and give you full credit for your tip.

:dblthumb2:

CieraSL said:
True, but a second set of eyes sure as heck can't hurt.
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100% agree.

Just standing at a different height and angle can enable a different set of eyes to see something you might have missed, like a wax smudge or a smear on glass, or trim.

If a set of free eyeballs are around then it doesn't hurt to ask for a one-over.

:)
 
Mike.Phillips@Autogeek said:
Great advice, especially if in an example like this if the interior is a pigsty.

Guaranteed, most people have a short memory. Taking pictures refreshes their memory and will vindicate you, just be sure if you ever have to remind someone with your pictures to do it in a nice and professional way.




That is great advice. In fact I'm working on a list of tips and techniques for detailers and would like your permission to use this in the list and give you full credit.

Anyone else with any tips and techniques please e-mail them to me at

[email protected]

And I'll include them in the article and give you full credit for your tip.

:dblthumb2:



100% agree.

Just standing at a different height and angle can enable a different set of eyes to see something you might have missed, like a wax smudge or a smear on glass, or trim.

If a set of free eyeballs are around then it doesn't hurt to ask for a one-over.

:)
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Of course you have my permission. :) No need to ask, but thanks for doing so!
 
Shade Tree said:
Of course you have my permission. :) No need to ask, but thanks for doing so!
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Thank you.

On discussion forums, it seems that all to often people will lift or downright steal someone's work, as in words, and the repost them as their own, while this might be the norm I for one refuse to be a part of it.

An honest man's pillow is his peace of mind - John Cougar Mellencamp


:)
 
Originally Posted by CieraSL
True, but a second set of eyes sure as heck can't hurt.

along with a second set of eyes try moving the car to a different light and go over the car again before returning it. Sometimes a different light can highlight areas you missed
 
If you don't mind, I would like to add on more suggestion. Make sure to set the customers expectations up front. Ask them exactally what they want to be done and what they expect. They need to know that the more they wan't corrected, the more time it will take you, which will bring up the cost of the detail. As long as everything is up front, they should be goood with the results when you give them back their car.
 
bmw5541 said:
If you don't mind, I would like to add on more suggestion. Make sure to set the customers expectations up front. Ask them exactally what they want to be done and what they expect. They need to know that the more they wan't corrected, the more time it will take you, which will bring up the cost of the detail. As long as everything is up front, they should be goood with the results when you give them back their car.
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Good advice, however this should also be one of the reasons for the initial walk around in the first place. This way they'll know what you're able to do under normal conditions & what they may need (or not need) to finish the car to their expectations.

I always tend to underrate what is to be expected knowing that I will exceed their expectations nearly every time.

Something else that I do is offer to touch up any scratches or knicks that need attention as long as they provide the correct touchup paint code. This goes a long way toward the car looking that much better when the customer inspects it.
 
Shade Tree said:
Good advice, however this should also be one of the reasons for the initial walk around in the first place. This way they'll know what you're able to do under normal conditions & what they may need (or not need) to finish the car to their expectations.

I always tend to underrate what is to be expected knowing that I will exceed their expectations nearly every time.

Something else that I do is offer to touch up any scratches or knicks that need attention as long as they provide the correct touchup paint code. This goes a long way toward the car looking that much better when the customer inspects it.
Click to expand...

Good point:dblthumb2:
 
Thanks guys! But this is a little off topic:
Say I've done all the full detail, sealed, wax etc etc and bring it outside for a final check up or delivering it back to the customer. I spot a spot or area where there are some swirls/scratches left - can I still polish a paint with sealant and wax on top? Would this be as effective?
 
anson89 said:
Thanks guys! But this is a little off topic:
Say I've done all the full detail, sealed, wax etc etc and bring it outside for a final check up or delivering it back to the customer. I spot a spot or area where there are some swirls/scratches left - can I still polish a paint with sealant and wax on top? Would this be as effective?
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Yes, you can always polish paint, but whatever you polish obviously has to be resealed afterward. Always have a finishing mf towel & at the least some quick detailer with you when inspecting a vehicle with a customer. This way you can always inspect & the customer will respect your effort for wanting the vehicle to look it's best.
 
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