Customers driving me nuts!

They ask me how much and I say what would you like to spend and I will tell you what I can do for you with that.
By the hr is the best way and the fair way.Its not on you that its in bad shape and takes more time.
The best one is if they say its to much I tell them what do you have ? Then tell them you can pay me the rest when you get it.I have never not got them for the full job and not to pay bill in full when due.To me money owed is better then then money lost.
 
So for a $55 premium wash you don't even vacuum my car? That would be my first question. I am also among those here that find your pricing a bit conflicting and confusing.

You state "I listen to my customers closely to make sure I understand your goals and expectations."

Send the successful engineer in you home and break out the blue collar detailer. You may be listening but you're not hearing what they are saying when they call you. You're not dealing with an elite group, you are dealing with the general public.

How much to do my truck? "Let me ask you a few questions Mr. Smith and I'll be able to give you an estimate. Keep in mind I must see your truck for the final figure. Is this a four door truck? Okay tell me what you had in mind that you would like to be done." Blah blah, on & on. Get them to your shop then deal with them in person. If you are irritated and cop an attitude on the phone you have NO chance of ever seeing that prospect......then or ever.
 
TundraPower said:
Refer to "Frequently Asked Questions".
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Why should I have to? If you list what will be done then everything should be on that list. You are not viewing your website through John Q Public's eyes. Remove blinders, review site!
 
Truthfully only a handful of customers have irritated me like this. Most of them are really reasonable and at least take 5 minutes to look. They will call and say something like "I have looked at your web site and I have some questions." Heck I'll stay on the phone with them for an hour, offer to meet them, etc. (And usually use the entire hour hahaha.) Remember I don't do this full time and I don't want to. This is one of my passions and I want to share it with people that really appreciate it. If I can make $1000 a month that's great!
 
I'm going through something similar. Although, i dont believe my packages are confusing AT ALL.. to some they definately dont understand.

Honestly I think the real problem is, that people need answers NOW. They are running down the list of detailers on google, calling each one asking "how much". They probably dont even look at your prices on your website. They just want to call for a quick answer and to feel you out.

I get the same thing for directions. I dont advertise in the paper, or yellowpages, or radio at all. The only place where you're going to find my phone number is yelp, google, bing, and yahoo.. ALL have a map right next to phone number with location & directions. But i still get 5-7 calls a week asking for directions.

I just keep a blutooth on my ear all day so I can still work and answer calls.
 
I so badly want to walk into McDonalds one day and ask "How much for a burger?"
 
jrs1418 said:
I'm going through something similar. Although, i dont believe my packages are confusing AT ALL.. to some they definately dont understand.

Honestly I think the real problem is, that people need answers NOW. They are running down the list of detailers on google, calling each one asking "how much". They probably dont even look at your prices on your website. They just want to call for a quick answer and to feel you out.

I get the same thing for directions. I dont advertise in the paper, or yellowpages, or radio at all. The only place where you're going to find my phone number is yelp, google, bing, and yahoo.. ALL have a map right next to phone number with location & directions. But i still get 5-7 calls a week asking for directions.

I just keep a blutooth on my ear all day so I can still work and answer calls.
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I get people like that all the time. Most of then won't pay my prices and thats fine they can go to the high volume shop then. Their the ones only looking for a hot deal and its not going to happen with me.
 
When one of you guys need to call a plumber or electrician to your house, do you go and read their website (if they have one) line to line in order to accurately and specifically request a service... all so THEY don't have to be inconvenienced by talking to you for more time than it takes to just schedule the specific service you want?

Of course not. Not many people do.

That is why it is called customer SERVICE. Whether you are part time or full time, if you don't take the time to listen to your customers, understand where they are coming from, and respond appropriately, you are going to have a tough time in this business or any business.

By the way... some of my best clients have come from random calls that started with "How much $ to detail my car?" questions. You are missing out on a huge opportunity to make money, provide excellent service, and expand your business just by looking down on your prospective customers for not being the expert in your profession that you are.
 
Its not so much poor customer service as it is just plain getting tired with the same questions, repeatedly answered, when the answers are there and all you need to do is have a little patience.

Me, personally, go on lots of websites and READ before i even pick up a phone. Thats just me.. I also rather drive around the block 5 times before I stop and ask for directions.

If I need a professional service I do my best to learn a little about it first. I do this so that I know exactly what I want so I can communicate my expectations better to the person doing the service. I also do this to be sure I am dealing with a pro, and that i'm not getting ripped off.

Bottom line, I rather be paying tighter attention to the detail at hand, than answering "cookie cutter" questions.
 
Pureshine said:
I get people like that all the time. Most of then won't pay my prices and thats fine they can go to the high volume shop then. Their the ones only looking for a hot deal and its not going to happen with me.
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:iagree:

You and I are on exactly the same wavelength. You speak with self respect, you will not sell yourself short, and I really admire that.
 
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