The customer "Walk around"

Dr Oldz

Dr Oldz

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We often sit here on these forums and try to share some of the best methods, products and tools for producing the most desireable outcome on a customers vehicle while still being able to make money on any given detail.

I would like to share one of my most valuable tools with you that already in your arsenal. It is a simple "Walk Around" (as I call it) with the customer upon arrival.

When a customer drops a vehicle I always take five min to walk around the vehicle with them and explain what my process will be on their vehicle.


Reason number 1: This a great chance to have a close look at each individual panel and look for unrepairable damage such as deeper scratches and dents ect. Most people do not look at their vehicle in a manner that we do. So there may be a scratch or dent that they didn't notice and this is a perfect chance to point these defects out. It is CYA because after a vehicle is cleaned up/polished/waxed, these defects only stand out more.

Reason number 2: It gives the customer a secure feeling that their vehicle is in caring hands. I always pull a baggie out and explain claying and why it is a important step to the proper care of their paint. It also gives the customer a chance to get a little hands on and always produces a smile or a "wow" reaction.


Reason number 3: Here is your chance to upsell your services. By pointing out swirls, dirty engines, interiors in need of shampooing ect., I find it much easier and people are much more willing to spend more money once a problem area is pointed out in person and you show the confidence in being able to improve these problem areas.(Pointing out these areas must be done politely incase the service is refused or not wanted. I always go with "if you are interested.......")


In summary, the 5 min you just spent: Pointed out any defects that were unrepairable and avoided the "that wasn't there when I dropped off" issue. Gave a customer a sense of security because you showed you care. AND you have possibly increased your services by pointing out problem areas that you are capable of resolving.


Thanks for reading!
 
Awesome post Jim that will be very helpful to many people including myself! You just made a lot more money and happy customers for a lot of people. :dblthumb2:
 
Great post Jim. I think the walk around should also include asking the person about any areas they think require special attention, so you make sure to take care of what is bothering them most, as well as all the other things.
 
Great tips Doc!!! I've been doing the "walk around" for a while now and it really helps make sure you and the customer are on the same page! Thanks for sharing your techniques!
 
LegacyGT said:
Great post Jim. I think the walk around should also include asking the person about any areas they think require special attention, so you make sure to take care of what is bothering them most, as well as all the other things.
Click to expand...

:iagree: That's always the first question I ask, "Are there any problems/issues/areas I need to be aware of?"

The answer they give to that question tells you pretty quickly what their highest priorities are... which makes those areas become my highest priorities to correct.

If you haven't seen it, you might want to watch the Meguiar's training video that describes the walk-around process (skip to 5:25 in):

[ame=http://www.youtube.com/watch?v=iPdShfeakzw]‪Training Video‬‏ - YouTube[/video]
 
I also like doing walk arounds. Some custmors don't care and they just say, "just make it shinny" or "clean it up a bit" and they go back inside there house. Others I try to ask questions about the vehicle and give complments all edcuate them a bit too.

What questions do you guys ask?

I ask what year the car is.
When was it last waxed, many people I educate the importance of waxing.
Is there any parts of the car your really want done?
Any parts of the car you want me to avoid?
How long have you owned this car?

Questions I rarely ask
How often do you wash it?
is it garaged or does it sit outside(sometimes I ask this?
Has it been repainted.
 
I think walk arounds are very important! In my case I use them to show the customer how nice paint should look and how to care for paint. The most important thing I have accomplished is making my customers care for their cars. Yes, they get their cars detailed once a week but who takes care of them when I am not there? To fix this problem I went to my local 99cents store and bought cheap spray bottles. I also bought some of those taskforce microfibers. I fill the bottles up with ONR and give them (depending on the detail package) or sell them if they are interested. This way when a bird decides to play target practice on their car and I am not around to clean it they can spray it off before it does any damage.
 
I really like this thread. I think a walk around is one of the better ideas I've heard. I bet it really ups the impressions clients get when they get back their vehicles, too.:xyxthumbs:
 
Jim,

A very informative and important post, something not touched on. :dblthumb2:

It's critically important that the customer actually sees the condition of the car and having specifics pointed out will give then some appreciation for the work that's about to be done.

Awesome post Jim!! :props:
 
I also have been doing W/A for a long time. All are correct in pre detail W/A, but just as important is post W/A. When client arrives all is shown as in B4/after. They usually have a better idea of what we've done if they see all the fine details such as jambs, gas door, under hood etc
 
Impressions said:
I also have been doing W/A for a long time. All are correct in pre detail W/A, but just as important is post W/A. When client arrives all is shown as in B4/after. They usually have a better idea of what we've done if they see all the fine details such as jambs, gas door, under hood etc
Click to expand...

:iagree:100% and do this every single time, even when the customer is attempting to rush the process. As stated above, you would be surprised when you do this and the customer had no clue of a scratch or ding and the typical response "I'm glad you pointed that out" usually followed by "is that something you can fix?". Someone also stated to do this in a calm manner, I agree with that 100% as well. These days people have become so sensitive and you honestly can't tell when you may offend someone. Great thread full of great advice. :props:
 
for cars in rough shape is it a good or bad idea to show someone the colour of their door jambs and compare them to the rest of the car?

Is that setting the bar too high or can the paint generally be brought back to that condition (less RIDS, dents, etc)?
 
:iagree::goodpost:

I even do this walk-around with family, friends, and our own vehicles....surprises from previous walk-arounds do abound!

One other useful tool that can accompany walk-arounds, even though there might be protestations, is using a camera/video-ing, for a record of the vehicles' conditions...kind of a safeguard, IMO. That, and having them "sign-off" the walk-arounds, before and after.

Thanks again for this thread/postings. :)

Bob
 
There are some great suggestions in this thread! :dblthumb2:

 
Thanks for the post. I've been contemplating starting a part time side hustle/detailing business. My fiance's neighbors get a chance to see the job I did on my car and now they are asking me to do theirs. I appreciate this.
 
I also do this when I drop my car off at the dealership, that way when I pick it up and there is something wrong then we know who's going to fix it.
 
Good information Jim, Thanks

LegacyGT said:
Great post Jim. I think the walk around should also include asking the person about any areas they think require special attention, so you make sure to take care of what is bothering them most, as well as all the other things.
Click to expand...

Good idea LegacyGT.
 
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