Customers driving me nuts!

TundraPower

TundraPower

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Okay, I'm a nice guy, friendly, easy to get along with, try to help folks out, generous, blah, blah, blah.

(Vent warning ON)

But OMG potential customers are visiting my web site and then calling or emailing me and asking the most boneheaded questions I've ever heard. Everything you can think of is on the web site!

1. "How much to do an in and out detail of 2004 Jeep that I want to keep?"

2. "How much to do a Chevy 2500 truck?"

What does "to do" mean exactly? What does "in and out" mean exactly? What, you want me to restore it? Wash one or two tires? Seats? Trim? Set it on fire for the insurance?

(Vent warning OFF)

Okay now I feel better.....
 
I know what they mean cause my all my prices say starting at. So they will call and ask the same thing. I never quote a price till I see the car and I tell them the starting price. Then I have them bring the car by for an estimate.
 
Yup...the joys of customer interaction. :)

FWIW, I really like your website, and for me the clarity of information is in there. That said, if you receive more of these calls, and can trace them to your website, perhaps revamping the FAQ, or even emphasizing the variety of services on the home page?
 
VroomVroom said:
Yup...the joys of customer interaction. :)

FWIW, I really like your website, and for me the clarity of information is in there. That said, if you receive more of these calls, and can trace them to your website, perhaps revamping the FAQ, or even emphasizing the variety of services on the home page?
Click to expand...

I appreciate that. I've worked very hard on it. More updates are coming soon. The FAQ are just there for fun, I never expect anyone to read them. Maybe I should rethink that.....
 
Part of running any business is explaining your services, pricing, and educating your clients. Most people know NOTHING about detailing, especially the professional type. They are used to "full details" for a set price, no matter what the vehicle is.

When people call me asking how much "to do" something, this is a great opportunity for me! Salesmanship can be used!

"Well my best selling package is my Premium Detail, which includes....
Also, you can add a DrivePur antibacterial for $..."

Usually when I get these phone calls I sell at least my mid grade service, usually with an add-on. Very rarely will people talk themselves into my basic service after hearing what they can get with the mid and top grade.

I guess my point is you can use this as an opportunity to sell your services, yourself, and really point your client towards your more high profit offerings.
 
It doesn't sound too bone-headed to me. You can't expect them to call and say:

" my new BMW has some DISO that was caused by my dealer using low GSM microfibers when they were attempting to remove the micro marring and pig tails the previous own inflicted with his Flex rotary using cheap abrasive technology"

You got to educate and work with them a little. Ask them first if its a daily driver or a "special" show car. Asked them if they want the inside / outside "cleaned" or both. Ask them if they see scratches or swirl marks in the paint after the car is washed - and does it bother them or do they want them removed. Ask them if they have ever had a car of theirs detailed before.

Tell them with detailing cleaning, washing, or waxing the car is usually fairly inexpensive. Tell them most of the high dollar details involve removing fine scratches from paint, as its a labor intensive process to do it and not RUIN the paint. Tell them that type of work is cheap, if you consider what a new paint job will cost. Tell them when you are done their car will look like it has a new paint job - if they are interested in that.

Don't get too technical unless they are wise. Educate them to a point, but concentrate on the end result, not the process. I know when I spend a lot of money on some work I don't know a lot about, I just want to know what it's going to be like when its done - I don't really care about the work to get it that way.
 
See I'm really good at all this stuff in person. I've made a bunch of money just walking up to people with higher end cars and talking to them. But I'm not good at it over the phone and email. If you find me by looking at my web site I expect you to at least have looked at it. I think this is what is really annoying me.

Gosh I'm feeling better already!
 
Customers can be a pain........But your pricing is confusing. I just looked over your site and it is confusing. You have wheels separate, different prices based on color and different pricing based on brands of wax.

I am a detailer and from your site I'm not sure how much it would cost to get my Ford F-150 washed and waxed. I would need to call and ask how much also.

Your website is only good if it is answering your customers questions and giving them the info they need.

You may want to order Renny Doyle's book and read the section on making your detailing menu.
 
rustytruck said:
Customers can be a pain........But your pricing is confusing. I just looked over your site and it is confusing. You have wheels separate, different prices based on color and different pricing based on brands of wax.

I am a detailer and from your site I'm not sure how much it would cost to get my Ford F-150 washed and waxed. I would need to call and ask how much also.

Your website is only good if it is answering your customers questions and giving them the info they need.

You may want to order Renny Doyle's book and read the section on making your detailing menu.
Click to expand...

I would have to echo this. Your site is very tough to read at a glance. And customers do not want to read all the details just to figure out how to arrange a package that will fit them. I often have clients ask for my details by name because they have been to my website. Your website should be simple, simple, simple, and comfortable for clients to read. They should feel confident that they understand your services.
 
TundraPower said:
Okay, I'm a nice guy, friendly, easy to get along with, try to help folks out, generous, blah, blah, blah.

(Vent warning ON)

But OMG potential customers are visiting my web site and then calling or emailing me and asking the most boneheaded questions I've ever heard. Everything you can think of is on the web site!

1. "How much to do an in and out detail of 2004 Jeep that I want to keep?"

2. "How much to do a Chevy 2500 truck?"

What does "to do" mean exactly? What does "in and out" mean exactly? What, you want me to restore it? Wash one or two tires? Seats? Trim? Set it on fire for the insurance?

(Vent warning OFF)

Okay now I feel better.....
Click to expand...

Cool feeling better is a good thing as is venting(part of the reason were here). I only have one suggestion. Eliminate the link to a detailing forum "Autopiea" for defination of a 2 bucket wash (in Q&A). At the very least have it open in a new browser. Once someone is in your website keep them there.
 
Op, I just looked at visual pro's sight and under 30 seconds I was able to figure out how much to do my F 150. Somewhere between $125-$165. you want customers to be able to find that info quickly and easily.

It will cut down on the calls that are driving you crazy. Good luck.
 
rustytruck said:
Customers can be a pain........But your pricing is confusing. I just looked over your site and it is confusing. You have wheels separate, different prices based on color and different pricing based on brands of wax.
Click to expand...

I don't understand how it could possibly be confusing. Go to each section on the menu and pick what you want. It's not like there are 500 choices. I guess if they can't do that, maybe it's best for me to stay away from that demographic.

I honestly and truthfully thank everyone for their input. I know you all have better things to do than this kind of thing.
 
TundraPower said:
it's best for me to stay away from that demographic.
Click to expand...
You need to understand that customers are coming to YOU for detailing, dont expect them to understand squat about your detail packages. They are not detailers, thats why they are coming to you. Honestly if I was a detailer in your area, you could just send those customers your not willing to help to me ;)

In all seriousness, this is a perfect example of the detail business. You can be a pro detailer, but if you plan on going into business and your customer skills suck, your not going anywhere.

Dont take this the wrong way, but if you cant deal with customers then you might want to consider another business. Listen to pro detailers in the business like VP, Rusty & PureShine. Apart from detail experience they have real world business experience. Dont take their critisism to heart, listen to what they have to say with open ears.

Just my 2 cents.
 
CM8 6MT said:
You need to understand that customers are coming to YOU for detailing, dont expect them to understand squat about your detail packages. They are not detailers, thats why they are coming to you. Honestly if I was a detailer in your area, you could just send those customers your not willing to help to me ;)

In all seriousness, this is a perfect example of the detail business. You can be a pro detailer, but if you plan on going into business and your customer skills suck, your not going anywhere.

Dont take this the wrong way, but if you cant deal with customers then you might want to consider another business. Listen to pro detailers in the business like VP, Rusty & PureShine. Apart from detail experience they have real world business experience. Dont take their critisism to heart, listen to what they have to say with open ears.

Just my 2 cents.
Click to expand...

+1 :) Detailing is about customers service and educating your customers.
 
First off - remember they know nothing about detailing!

Second off - 'to do' means 'explain further your services'


"How Much 'To Do' my 2500?" Means, "I need to know how much, what exactly you provide in services and why is it so much?"

That's when you reply with a.... " I will one step the exterior, protect it with wax, and perform a full interior for X amount of dollars and that X amount of dollars is for the fact that you will get X amount of hours of labor/proffesional quality products/and attention to detail when it comes to your vehicle."

Remember - 1% of potential clients will actually know and understand the products and processes you use - 1%! Others will speak in non detailing terms :dblthumb2:
 
B&B Tennessee said:
First off - remember they know nothing about detailing!

Second off - 'to do' means 'explain further your services'


"How Much 'To Do' my 2500?" Means, "I need to know how much, what exactly you provide in services and why is it so much?"

That's when you reply with a.... " I will one step the exterior, protect it with wax, and perform a full interior for X amount of dollars and that X amount of dollars is for the fact that you will get X amount of hours of labor/proffesional quality products/and attention to detail when it comes to your vehicle."

Remember - 1% of potential clients will actually know and understand the products and processes you use - 1%! Others will speak in non detailing terms :dblthumb2:
Click to expand...

I think this is important. Sometimes they look at our complicated menu's explaining a 10 step process to clean the paint and think "Why don't they just wash it?".

Make things simple for your clients, even if it is not simple for you.
 
Lol feel your pain Man.

I don't detail for a living but I do deal with customers first hand. I am a stockbroker and I realized 70% of my time is spent educating clients on various investment products. I hold seminars to educate, and have webinars. Might be a good idea to add some education to your site.
 
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