A Story - How an Old Client reacted to my New Prices

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Those of us who do this for a living all know how sensitive a subject it is to increase prices. We're scared to offend old customers. We're scared we are going to push away new customers. We're scared of a lot of stuff!

In the past I've struggled with this, but have in recent years become more confident in our pricing, more confident in the quality of our services (we were always good, but sometimes didn't back that up with how we charged and would back down and discount if someone complained about pricing).

This video is just a short story of what happened when a customer from 5 years ago called me the other week to get pricing on new car protection for her new Corolla. Take a look to see how this played out:

 
I didn't watch the whole video,I stopped watching at 3900.00 if your getting that for a vehicle godless you guys attracting clients who would pay for such a service.
 
As GSKR said, if you have a client with a corolla willing to spend that on a detail good for you. Really. There are some cars that may warrant a $4k detail but I can't see a new Corolla being one of them. Say the car left the lot for what $23k and loses $3k the minute it leaves the lot. Now it's a $20k car and to spend 25% of its value on a detail is hard to comprehend.

ScottH
 
Dude, THANKS FOR THE VIDEO!!

It reinforces my pricing. I started charging a minimum of $300 for my one steps for a small car since the beginning. It just proves people are willing to bite for quality work.

Again, great video.
 
Good for you and your sis bro. I remember when I was in my teens and charging damn near nothing for a detail. Now as I'm in my late 30's I charge a lot. The people that appreciate you and what you do for them will continue to do business with you.
Regardless of what people think of how much a vehicle costs is irrelevant. The work is the same.
Again, congrats Will and I wish you continued success.
 
I didn't watch the whole video,I stopped watching at 3900.00 if your getting that for a vehicle godless you guys attracting clients who would pay for such a service.

Well that was kind of the point of the video in whole which is what i covered in what I said after that. It talked about how we went from attracting people who would only pay a couple hundred to now who will pay for something to that extent.

As GSKR said, if you have a client with a corolla willing to spend that on a detail good for you. Really. There are some cars that may warrant a $4k detail but I can't see a new Corolla being one of them. Say the car left the lot for what $23k and loses $3k the minute it leaves the lot. Now it's a $20k car and to spend 25% of its value on a detail is hard to comprehend.

ScottH

I think the point is kinda being missed. No, a 25-30k Corolla isn't my typical 4 figure job. Usually people who pay that much bring in a vehicle worth 60-80k on average. However, to THIS lady, that Corolla was worth more to her that what a car 2-3x as much is worth to many of the people who buy it. Its not just about what she was willing to spend, its about how clients who are really in your corner will continue to support you as you grow. She asked what I'd recommend for a new car, and I told her what we typically do for a new car, being 100% honest. Like i said in the video, I didn't expect her to say yes but I figured I owned her at least an honest answer and figured if she turned it down, I could just say ok, we can get you on a wash and seal schedule a couple of times a year.

However, she said yes. It was her first new car in over 20 years and she's the type of person to hang onto a vehicle for a decade or more. To her, it was worth the investment for her own satisfaction and peace of mind with having a new car. If I'd taken the mind set of "This car isn't worth putting clear bra and a ceramic coating on" I would have short changed her in what she wanted and I would have short changed myself in what I could make on the job.

Dude, THANKS FOR THE VIDEO!!

It reinforces my pricing. I started charging a minimum of $300 for my one steps for a small car since the beginning. It just proves people are willing to bite for quality work.

Again, great video.

Whats up man, thanks for the feedback I do appreciate it! I know I'm kinda putting myself out there by speaking so candidly about what we're charging but I think there are guys out there who need to hear it. I use to have the mind set of I'm the detailer for everyone, but I've now realized I'm not. I have my niche, my specialty market that I go after and I serve that market with flying colors. It doesn't make the work I do or the people I work for any better than the others, but it's what works for ME and that is my emphasis, find out the market that works for YOU and kill it.

Again, really glad the video helped you out man. Questions/comments etc are definitely welcome.
 
Good for you and your sis bro. I remember when I was in my teens and charging damn near nothing for a detail. Now as I'm in my late 30's I charge a lot. The people that appreciate you and what you do for them will continue to do business with you.
Regardless of what people think of how much a vehicle costs is irrelevant. The work is the same.
Again, congrats Will and I wish you continued success.

Thanks a million man. We were the same! $40 for a mobile wash and wax and (what we thought) was a full interior at the time lol. Divide that between two people and the fact we were not efficient at ALL and we were making below minimum wage. We did however gain experience and learned a lot of lessons...and in all honestly really enjoyed doing it as well.

Now we have a shop (and actually own the unit), we're priced according to the level of work we deliver and we focus on paint corrections, new car preps, ceramic coatings and clear bra. I still will rock out a wash and seal or a full interior if someone wants it, but I still charge accordingly to those...and those in all honesty are not my GOAL markets. It took a lot of things and analyzing of ourselves and our business for my sis and I to finally take the leap of faith in sayings hey...this is what we want to go after, but it's worked.

Glad you're charging what you need to now that you're an "old man" in the game with all the experience and know how lol. Thanks again for the feedback man.
 
Oh My! This is some CRAZY stuff. More power to you if you can get customers to pay that kind of money. For me though, the word "Ethical" bobs up a few times.
 
I just noticed where you are from though in Gilbert, AZ. I thought you were just from basic midwestern town.
Being out there is a whole different clientele. There's plenty of people that will pay that kind of money out there.
 
It's awesome that this customer wasn't horrified with your new prices but rather thought it was appropriate and still scheduled the work. It's awesome to hear stories like this.

Hope things are well with you man! Regards to Dani bro!
 
Demographics are everything.People here in fla would never pay that much maybe 1200.00 tops that's why I entered the aero sector.More consistent top dollar for quality work.In NYC there are many people who will pay more for quality work its all about the market and the quality clients.There are no quality clients that will pay for such amount of money here.
 
Demographics are everything.People here in fla would never pay that much maybe 1200.00 tops that's why I entered the aero sector.More consistent top dollar for quality work.In NYC there are many people who will pay more for quality work its all about the market and the quality clients.There are no quality clients that will pay for such amount of money here in fla.
 
Great video! Really enjoyed that story. Also have enjoyed your written posts here with other details. It shows quality and effort on your part. Probably most important---learning! You have learned new things and have grown using new information.

Love your posts and I can see why you are worth $$$$.

Quality
Learning
knowledge
Application
Giving

Are traits found in all successful people. (There are more) but kinda slow this morning---grin.

Again, thanks for sharing---good information if they want to grow into being a successful person/business.

Tom
 
Today I have a e500 full polish and coating for 800.00 and a gwagon merc all at Renntech. Those of you know who know Renntech its not easy to get work from there.Still wouldn't get that much even if the car was covered in paint.Congratulations to you guys and keep humping at that price market godless and all the sucesss very happy for you guys.
 
Today I have a e500 full polish and coating for 800.00 and a gwagon merc all at Renntech. Those of you know who know Renntech its not easy to get work from there.Still wouldn't get that much even if the car was covered in paint.Congratulations to you guys and keep humping at that price market godless and all the sucesss very happy for you guys.

Hummm....Getting anything from Renntech is nothing to sneeze at! And at $ 800? I think you did very well! It will always be an issue from dealers and after market companies to shell out anything.

Just my thoughts only---the $$$ is found once after a car leaves renntech or a dealership.

Tom
 
Oh My! This is some CRAZY stuff. More power to you if you can get customers to pay that kind of money. For me though, the word "Ethical" bobs up a few times.

I just noticed where you are from though in Gilbert, AZ. I thought you were just from basic midwestern town.
Being out there is a whole different clientele. There's plenty of people that will pay that kind of money out there.

I do think it's a bit funny whenever somebody charges more than what is viewed as appropriate things like "ethics" come up - when in fact I'm one of the most ethical detail shops that I know out here. A lot of people really don't understand the cost of running a business, having people rely on you for their paycheck, having to still turn out quality work and then at the end of the day still be able to feed yourself and make a profit. We spent 2 1/2 days on that little Corolla - laid down film on it as though it were a Ferrari, polished and coated it like we would any other 6 figure car and the owner loved the outcome. We also arranged in house payments for her (no interest or fee's) so that she could get everything done up front while the car was new rather than waiting to save up the money or have to make a financial strain of any type to be able to do it.

I know guys in basic midwest towns who also charge on par with what I do (sometimes more), but they deliver on a level that is in fact hard to find. My post wasn't to boast, anyone who's seen my posts over the years knows thats not my style. My post was to help business owners and detailers looking to start a business realize they can actually increase their price as their services and skills increase (which is why I also posted in this section of the forum).

I honestly use to think anything more than $500 for a detail was crazy even though I had others telling me our work was worth more (including the people who hired us). Eventually I started listening and then doing a little math. The math showed that even without the expense of a building like we have now, we were often times making minimum wage...or less. That was before the cost of products, taxes and travel. Thats why I made this post...so others can learn from the years of mistakes we made and hopefully shorten their learning curve.

It's awesome that this customer wasn't horrified with your new prices but rather thought it was appropriate and still scheduled the work. It's awesome to hear stories like this.

Hope things are well with you man! Regards to Dani bro!

Whats up Marc! Yeah she was totally in love with the car afterwards and felt so much better about knowing it wouldn't turn out the way her old Honda did. It's definitely not about the car - its about the person and how they feel about their car, but you know that!
 
Demographics are everything.People here in fla would never pay that much maybe 1200.00 tops that's why I entered the aero sector.More consistent top dollar for quality work.In NYC there are many people who will pay more for quality work its all about the market and the quality clients.There are no quality clients that will pay for such amount of money here in fla.

In all honesty I know plenty of people in Fla. that charge big $ for correction, coatings and clear bra, but they worked their way up and they deliver. I too thought people in little Gilbert,Az would never care about a paint coating or full frontal clear bra. I can happily say today that I was wrong...took me a while to learn, but I finally came around. I don't do dealership work so I can't compare to that..but the reason I don't is exactly what you stated, MOST will not pay for it.

Great video! Really enjoyed that story. Also have enjoyed your written posts here with other details. It shows quality and effort on your part. Probably most important---learning! You have learned new things and have grown using new information.

Love your posts and I can see why you are worth $$$$.

Quality
Learning
knowledge
Application
Giving

Are traits found in all successful people. (There are more) but kinda slow this morning---grin.

Again, thanks for sharing---good information if they want to grow into being a successful person/business.

Tom

Thanks for the kind words Tom. Talking pricing is always a touchy subject and for the longest time I wouldn't discuss it too much publicly because of the concern of backlash. However, the number of guys I talk with now who are literally just scraping by trying to make a living detailing kinda touches me cause I too was in that situation. There's definitely room for different types of detailers. I do my kinda work cause it's what I enjoy but I know guys who make a very good living off of maintenance details and wash and wax clean ups. Different strokes and all but the main thing is, don't be a sinking ship and not know it...it's not a good place to be lol.

Today I have a e500 full polish and coating for 800.00 and a gwagon merc all at Renntech. Those of you know who know Renntech its not easy to get work from there.Still wouldn't get that much even if the car was covered in paint.Congratulations to you guys and keep humping at that price market godless and all the sucesss very happy for you guys.

I only ever worked on one Gwagon...it was only a wash and wax...and that was enough. I dont envy you at all working on one of those lol.
 
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