20 and counting

D

Detailingtime

New member
Joined
Feb 25, 2013
Messages
132
Reaction score
0
Iv called 20 other detailers in my area to see how they answered the phone and if they took my info. to contact me back or send me a text to follow up....Not 1 has taken my info. Not trying to speak bad or start anything just was curious...What do yall do when someone calls?
 
What do you mean? If they have questions, I answer them as needed. I only take information if they want to set up an appointment.

I always answer "Visual Pro Detailing, this is Mark, how can I help you?"

Good phone skills are essential in this business. A lot of people think a detailing business is about cleaning and polishing cars, it is really about sales more than anything. Without sales, you are sitting in an empty shop or mobile unit hoping the phone will ring.
 
VP Mark said:
What do you mean? If they have questions, I answer them as needed. I only take information if they want to set up an appointment.

I always answer "Visual Pro Detailing, this is Mark, how can I help you?"

Good phone skills are essential in this business. A lot of people think a detailing business is about cleaning and polishing cars, it is really about sales more than anything. Without sales, you are sitting in an empty shop or mobile unit hoping the phone will ring.
Click to expand...

:iagree:
 
For me if i dont get info. i have lost out on a sale....Just like a be back is a lost sale pretty much...I wont let a customer get off phone without getting info. followed by a text with a wax or sealant upgrade....Thats just me
 
That's the number one rule around my shop and the handicap accessible van sales / rental business I work with. Get a contact name and number no matter what. Usually it comes right up on my phone so I ask, "John, Is this a good number to reach you at in case one of the sales professionals have any follow up questions?"

Now things at my shop, 95% of the time are service, repair or sales related and almost never detailing related but I agree with the OP in that we've blown a potential sale if we can't follow up with the prospective client.
 
No matter what your business is, if you don't answer the phone or call clients back you will not make money. It's a serious problem where I live and one reason my other business thrived out here. If you don't answer the first time people call many times they will just call the next guy rather than leave a message or call back.
 
I hear you on that. I called a place yesterday and was told "johns the one you want to speak with, hes with someone can i get your info" and never got a call back. For me, i get offended and aggravated!

On the other hand, having a first shift job i miss calls. Ill call back asap, but if i cant get with them on prices i ask if i can call back once i can get them a better quote and give a time frame, but i stick with that time. If i get vm i leave a message of who i am and to please call back to speak about their vehivle.

Anyone grab info and do a follow up? Say, they call and you do a call back if they dont set an apt? Im always afraid to be pushy yet i feel this may be a potential way of getting them and or finding out why.

Sent from my LG-LS720 using Tapatalk
 
This is interesting, I try to answer every call, but you always miss some, make sure you call back ASAP. The longer you wait, the lower the chances are that you'll get the job.

As to following up, if the customer doesn't make an appointment, lots of times I can tell that they're just pricing around (and they'll most likely find someone cheaper), so I try not to be pushy and I don't usually follow up, I just let them call me if they want to schedule.

However, maybe sending a quick follow up text 5-10 minutes later might not be a bad idea. Their number shows up on my phone, and 80-90% of the time people are caking from their cell, so it can't hurt right? Maybe just a thank you for calling and here's 10% or $20 off your first detail with us. To attract a new customer who's actively looking for a Detailer, it might not be a bad idea. Anyone do this already?
 
Detailingtime said:
Iv called 20 other detailers in my area to see how they answered the phone and if they took my info. to contact me back or send me a text to follow up....Not 1 has taken my info. Not trying to speak bad or start anything just was curious...What do yall do when someone calls?
Click to expand...
IMO:
•Sounds like you were/are just "pricing around":
-Quite annoying....and readily weeded-out.



Bob
 
A follow up like that might not be so bad. But, would it be better to offer it off the bat? And maybe that's the needed push?

Fortunately my employer has a weekend shift that hopefully ill be going to in the near future freeing up more days to work and answer calls as well. In a way ive hit a ceiling and cant grow until i can operate during the week. I recently had to mutually pass on a job doing large equipment for a company that would of been 1 - x jobs a month at $400 plus a job. At least i know i have their attention and just a schedule conflict!

Sent from my LG-LS720 using Tapatalk
 
onsite said:
A follow up like that might not be so bad. But, would it be better to offer it off the bat? And maybe that's the needed push?

Fortunately my employer has a weekend shift that hopefully ill be going to in the near future freeing up more days to work and answer calls as well. In a way ive hit a ceiling and cant grow until i can operate during the week. I recently had to mutually pass on a job doing large equipment for a company that would of been 1 - x jobs a month at $400 plus a job. At least i know i have their attention and just a schedule conflict!

Sent from my LG-LS720 using Tapatalk
Click to expand...

Nice work and congrats on the improved success of the business. Going from part-time to full-time was one of the most difficult parts of growing the business for me. It was tough to take that jump and go full-time, but well worth it in the long run. If you you can do something to limit your full-time gig (like it sounds like you might be doing with he weekends) then that's a great way to help bridge the gap. Keep it up!!
 
jarred767 said:
As to following up, if the customer doesn't make an appointment, lots of times I can tell that they're just pricing around (and they'll most likely find someone cheaper).
Click to expand...
FUNX650 said:
IMO:
•Sounds like you were/are just "pricing around":
-Quite annoying....and readily weeded-out.
Click to expand...

Exactly what these two professionals said...
I don't have time to waste trying to bid the lowest price. I'm plenty busy being compensated properly for quality work. Rather than try to hook every fish maybe you should try attracting more fish to your boat. I'd rather catch a few salmon than 100 crappies.
 
FinishingTouchA said:
Exactly what these two professionals said...
I don't have time to waste trying to bid the lowest price. I'm plenty busy being compensated properly for quality work. Rather than try to hook every fish maybe you should try attracting more fish to your boat. I'd rather catch a few salmon than 100 crappies.
Click to expand...

I agree with the principle of what you are saying, but be careful with this as well. Often times people can be deceiving on the phone. I've noticed many times that people I assumed were price shoppers picked my most expensive package or coating once I had explained my menu.

Never assume people don't have the money and are not willing to pay, you are making the decision for them if you are not willing to let them know the options.
 
jarred767 said:
Nice work and congrats on the improved success of the business. Going from part-time to full-time was one of the most difficult parts of growing the business for me. It was tough to take that jump and go full-time, but well worth it in the long run. If you you can do something to limit your full-time gig (like it sounds like you might be doing with he weekends) then that's a great way to help bridge the gap. Keep it up!!
Click to expand...
Thanks, it's definitely intimidating going from a secure job to a business venture as you've experienced. First step is to be on the weekends, grow, then slowly walk away. Only major thing is trying to figure out winters. Being in Michigan im limited with it.
VP Mark said:
I agree with the principle of what you are saying, but be careful with this as well. Often times people can be deceiving on the phone. I've noticed many times that people I assumed were price shoppers picked my most expensive package or coating once I had explained my menu.

Never assume people don't have the money and are not willing to pay, you are making the decision for them if you are not willing to let them know the options.
Click to expand...
I've had this experience as well.

Sent from my LG-LS720 using Tapatalk
 
Since I'm a one man show I don't typically answer the phone while I'm working and I will return calls at the end of the day, if the person left a message that is. I'd say most my clients contact via email.
 
VP Mark said:
I agree with the principle of what you are saying, but be careful with this as well. Often times people can be deceiving on the phone. I've noticed many times that people I assumed were price shoppers picked my most expensive package or coating once I had explained my menu.

Never assume people don't have the money and are not willing to pay, you are making the decision for them if you are not willing to let them know the options.
Click to expand...

Agreed, phone calls can be deceiving. I treat every potential customer the same. What I meant was I don't take the time to record every phone number and call back each person I already described my packages to. It's a little different though with me having an actual shop because I always tell them they need to come in for an accurate quote. Most of the posts in this thread are the exact reason I wanted a shop and to get away from being mobile. 90 percent of my customers come to me to talk about work and I don't spend nearly as much time on the phone explaining packages and trying to guess the condition of their vehicle.
 
As to following up, if the customer doesn't make an appointment, lots of times I can tell that they're just pricing around (and they'll most likely find someone cheaper), so I try not to be pushy and I don't usually follow up, I just let them call me if they want to schedule.

However, maybe sending a quick follow up text 5-10 minutes later might not be a bad idea. Their number shows up on my phone, and 80-90% of the time people are caking from their cell, so it can't hurt right? Maybe just a thank you for calling and here's 10% or $20 off your first detail with us. To attract a new customer who's actively looking for a Detailer, it might not be a bad idea. Anyone do this already?

I think the follow up text is a great idea!
As far as the discount goes I've found in the past that is a good way to become known as the discount guy. I don't like to give discounts to first time clients, especially if I don't know how they care for their vehicle or what they're like to work with. JM2C
 
Hey Fun glad you can weed those out as for rest of us....I get info from everyone No info No detail it's that simple...I offer a incentive for a cell number a text with a upgrade...As far as being pushy the clients I work for are Type A personality anyway so I fit right in
 
No discount ever....If they as for a discount I go up on price...Always a upgrade
 
You must log in or register to reply here.
Back
Top