How to deal with really difficult customers?

[AutoHeed]

Hi guys,

I got a customer asking for a coating. I gave him three options of coating: Opti-coat, Cquartz or Aquartz. He picked Aquartz for price reason. After polishing done, he decided to get opti-coat instead. I said no problem but I have to order them first and come back in two days. I also said the price will be different (initial 50USD and now 100 USD). He was shocked and demanded an explanation. I said the product itself is 70 USD, plus the travel cost and service cost (Extra wash, paint checking and IPA wipe down), in total 100USD. He asked for a discount that I will do it for 60USD. I said I cant do it, if you want a bit cheaper than opti coat choose cquartz. So he just paid the normal price without coating. Now he didn't contact me again.

He was satisfied with my work and praised me for that, but he was very very complaining this and that. He was right behind me all the time I was doing his car and like double checking everything I did. What kind of a person am I dealing with here? Feed back please

-Marcel-

 

[TroyM]

Honestly (in my opinion), that customer is not worth dealing with again. If they don't respect your time and expense, you are definitely going to run into issues with them in the future.

If you're determined to keep them as a customer, offer them a midway compromise. For example, if you wanted $100 and he/she asked for $60, offer them $80 as a courtesy if they're a first time customer. Just my 2 cents on this issue.

 

[Pureshine]

First off your only charging $60 for Opti-Coat? I charge $250 for Opti-Coat that does not include all the prep work.

 

[Timms]

For business, I was taught to have an account for "potential customers who could cause trouble and consume more time than usual". These are the people who regardless of how great your customer service is will do whatever it takes to make things more difficult. So I consider these types of situation the cost of doing business.

At least you did great work. At the end of the day, that's the best anyone can do.

 

[oldmodman]

Pit bull.

12ga Shotgun.

High Voltage.

Cement Overshoes.

And you can always just size them up first and tell them that you just don't want their business.

 

[EddieF]

Honestly (in my opinion), that customer is not worth dealing with again. If they don't respect your time and expense, you are definitely going to run into issues with them in the future.

If you're determined to keep them as a customer, offer them a midway compromise. For example, if you wanted $100 and he/she asked for $60, offer them $80 as a courtesy if they're a first time customer. Just my 2 cents on this issue.

I agree with troy. This type of guy will never be happy with anything in life and will always beat people down on there prices. This is how you make you're living and ifhe cant respect that F him!

 

[AutoHeed]

First off your only charging $60 for Opti-Coat? I charge $250 for Opti-Coat that does not include all the prep work.

Hehe. I live in Jakarta, Indonesia. 100-120 USD is normal price for opti coating, excluded exterior polishing. In total, will cost around 180-220. It is already considered very expensive here. I did his car for 70USD for condition of 'all coating ready' without coating.

This particular customer was a kind of 'i know and research everything' guy. You kinda hard to reason with them. They think they know everything. Why dont you DIY then?

i am afraid that he will ask for the syringe if there is a leftover. lol

 

[TroyM]

Hehe. I live in Jakarta, Indonesia. 100-120 USD is normal price for opti coating, excluded exterior polishing. In total, will cost around 180-220. It is already considered very expensive here. I did his car for 70USD for condition of 'all coating ready' without coating.

This particular customer was a kind of 'i know and research everything' guy. You kinda hard to reason with them. They think they know everything. Why dont you DIY then?

i am afraid that he will ask for the syringe if there is a leftover. lol

Let him do it himself/herself if he knows everything. If he/she ever comes out unpleased or unsatisfied (even if its unreasonable), he/she might hurt your reputation and potential customers.

It's not worth the hassle.

 

[Woodys Detail]

While the customer may have been difficult, you may have also brought some of it on yourself. The reason that I say that is when he offered a coating, you gave him 3 choices but only had 2 available at that time.

Why did you tell him about something that you didn't have? Since he didn't ask about a specific coating, why not give him two choices instead of three so that a situation such as this could be avoided?

As far as him following you around and double checking everything, I would kindly request that for "safety reasons" he stay a certain distance from the work space in order to avoid tripping on cords, coming in contact with chemicals or slipping on a wet area. Plus, the detail was still in progress and the vehicle wasn't ready for inspection.

I actually had a customer attempt to sit in his car, with it running and the AC on while I was polishing the exterior. At first I was going to be a nice guy and comply but then I came to my senses and politely asked him to perhaps get a lawn chair and sit in the shady area that was about 50 feet away. I had extension cords, pressure washer, chemicals, buffers and a detailing cart and I had my system and he was cramping my style. Sometimes you just have to stand up to people and let them know that they can't do something, especially if it increases the chance for damage to person or property.

 

[AutoHeed]

While the customer may have been difficult, you may have also brought some of it on yourself. The reason that I say that is when he offered a coating, you gave him 3 choices but only had 2 available at that time.

Why did you tell him about something that you didn't have? Since he didn't ask about a specific coating, why not give him two choices instead of three so that a situation such as this could be avoided?

As far as him following you around and double checking everything, I would kindly request that for "safety reasons" he stay a certain distance from the work space in order to avoid tripping on cords, coming in contact with chemicals or slipping on a wet area. Plus, the detail was still in progress and the vehicle wasn't ready for inspection.

I actually had a customer attempt to sit in his car, with it running and the AC on while I was polishing the exterior. At first I was going to be a nice guy and comply but then I came to my senses and politely asked him to perhaps get a lawn chair and sit in the shady area that was about 50 feet away. I had extension cords, pressure washer, chemicals, buffers and a detailing cart and I had my system and he was cramping my style. Sometimes you just have to stand up to people and let them know that they can't do something, especially if it increases the chance for damage to person or property.

I am not stocking coating products. Based on detailers here, they had experience with the products evaporating inside the packaging before usage. What I usually do for coating is that we reach a deal, i order products, get shipped and I do the job.

Based on number of clients I have, stocking is not the most viable option although I get what you mean. Thank you.

We had a deal on the phone on how much, which package and which products. It was a mobile job. I dont own a van. I really limit what I bring. My 2012 KIA Rio fits all somehow lol

Yea this is just weird. But that kind of standing up and asking politely is what i need to learn. Thanks!

 

[BobbyG]

Pit bull.

12ga Shotgun.

High Voltage.

Cement Overshoes.

And you can always just size them up first and tell them that you just don't want their business.

I too am a fan of simple solutions..............rops:

 

[Atiba]

I understand this situation,but i think what you need to do is explain to him that you understand the way he feels but its very uncomfortable and unsafe to work with him tailing you and this is your price take it or leave it you negotiate with customers not first timers

 

[AntC]

Pit bull.

12ga Shotgun.

High Voltage.

Cement Overshoes.

And you can always just size them up first and tell them that you just don't want their business.

Mental note , do not piss off OldModMan....lol

 

[AntC]

Honestly (in my opinion), that customer is not worth dealing with again. If they don't respect your time and expense, you are definitely going to run into issues with them in the future.

If you're determined to keep them as a customer, offer them a midway compromise. For example, if you wanted $100 and he/she asked for $60, offer them $80 as a courtesy if they're a first time customer. Just my 2 cents on this issue.

:iagree: you ran down why the price changed and none of it seemed outragous, he's probably just used to cutting people down, forget him move on

 

[cardaddy]

Some people are going to 'dicker' with you no matter what. You need to have a price set for your services going in. If they want it, they get it. If not.... then go to someone else. You've already said what the common price is in your area, and that you are undercutting those prices. Doesn't take much to see that this guy figures that EVERYONE is just jacking up the prices and now you've shown him that you have room to 'move' so he figures there is even MORE room to get you down lower.

IMHO, you shouldn't be offering Opti or any others at less than twice what you pay for the product itself (including all shipping). Without a profit you'll quickly go broke. Just doesn't make sense to go to all the trouble to apply the product, (cleaning, IPA, etc.) and not get paid for that work.

I don't know what the typical hourly rate is in your area, (and it doesn't matter) but you cannot get into the habit of applying products at a 'break even' point. If the customer likes what you're doing, they'll tell someone else. That's how detailing works, more than anything else it's word of mouth. If the first guy gets a 'deal' then the next one will want the same 'deal'. Move your prices up closer to the competition and it helps everyone. You can still underprice them if that's what it takes, BUT you don't get caught putting stuff on for free. Leaves you room to 'discount' repeat customers or pay 'referral discounts'. They'll like the referral discounts more than anything else and you'll be making more profit along the way.

 

[Lost Highway]

I've never been to Indonesia but I've spent enough time in South Asia to be cautious about generalizing from what works in North America, massively different cultures. However, my take is that if the customer thinks he has the upper hand he will continue to push it as far as he can.

 

[wukin]

I had that kind of customer once. Follow me around while polishing. Took my tool to do some works himself and I told him dont do that and he simply ignored me then i said I will not be responsible to any damage that you do to the vehicle without any knowledge. At last I told him to double check the work before leaving......

 

[Pureshine]

I had that kind of customer once. Follow me around while polishing. Took my tool to do some works himself and I told him dont do that and he simply ignored me then i said I will not be responsible to any damage that you do to the vehicle without any knowledge. At last I told him to double check the work before leaving......

I would never let a customer do that in my shop. I don't want to be responsible him hurting him self in my shop or any other problems if the car gets damaged.

 

[AutoHeed]

Some people are going to 'dicker' with you no matter what. You need to have a price set for your services going in. If they want it, they get it. If not.... then go to someone else. You've already said what the common price is in your area, and that you are undercutting those prices. Doesn't take much to see that this guy figures that EVERYONE is just jacking up the prices and now you've shown him that you have room to 'move' so he figures there is even MORE room to get you down lower.

IMHO, you shouldn't be offering Opti or any others at less than twice what you pay for the product itself (including all shipping). Without a profit you'll quickly go broke. Just doesn't make sense to go to all the trouble to apply the product, (cleaning, IPA, etc.) and not get paid for that work.

I don't know what the typical hourly rate is in your area, (and it doesn't matter) but you cannot get into the habit of applying products at a 'break even' point. If the customer likes what you're doing, they'll tell someone else. That's how detailing works, more than anything else it's word of mouth. If the first guy gets a 'deal' then the next one will want the same 'deal'. Move your prices up closer to the competition and it helps everyone. You can still underprice them if that's what it takes, BUT you don't get caught putting stuff on for free. Leaves you room to 'discount' repeat customers or pay 'referral discounts'. They'll like the referral discounts more than anything else and you'll be making more profit along the way.

Truth be told. Thank you so much for the advice. I just have not found the 'grip' yet on pricing. I'm always afraid of overcharging and losing customers.

Honestly I have been undercharging my customers and giving extra miles too much. Sigh... Guess i have to step up the price a bit and remap the business.

 

[tuscarora dave]

Some people are going to 'dicker' with you no matter what. You need to have a price set for your services going in. If they want it, they get it. If not.... then go to someone else. You've already said what the common price is in your area, and that you are undercutting those prices. Doesn't take much to see that this guy figures that EVERYONE is just jacking up the prices and now you've shown him that you have room to 'move' so he figures there is even MORE room to get you down lower.

IMHO, you shouldn't be offering Opti or any others at less than twice what you pay for the product itself (including all shipping). Without a profit you'll quickly go broke. Just doesn't make sense to go to all the trouble to apply the product, (cleaning, IPA, etc.) and not get paid for that work.

I don't know what the typical hourly rate is in your area, (and it doesn't matter) but you cannot get into the habit of applying products at a 'break even' point. If the customer likes what you're doing, they'll tell someone else. That's how detailing works, more than anything else it's word of mouth. If the first guy gets a 'deal' then the next one will want the same 'deal'. Move your prices up closer to the competition and it helps everyone. You can still underprice them if that's what it takes, BUT you don't get caught putting stuff on for free. Leaves you room to 'discount' repeat customers or pay 'referral discounts'. They'll like the referral discounts more than anything else and you'll be making more profit along the way.

:iagree: Very sound advice!! :dblthumb2:

I had that kind of customer once. Follow me around while polishing. Took my tool to do some works himself and I told him dont do that and he simply ignored me then i said I will not be responsible to any damage that you do to the vehicle without any knowledge. At last I told him to double check the work before leaving......

If I were in this situation, and my customer did that.... I'd have quietly packed all of my tools and supplies back into the van, took the loss and never dealt with him again.