Disclaimers

[Lustrous Detail]

Aloha!

So I'm currently working on my website and am thinking about putting up disclaimers. An example would be:

Interior Vacuum
***Disclaimer: excessive pet hair, sand particles, heavily soiled interiors are subject to additional charges. Minor to moderate stain removal additional charge if requested to be removed.

Or...

Exterior Paint Decontamination (light to moderate contaminantion)
***Disclaimer: additional charge for heavily contaminated paint.

Disclaimers will be more towards the interior. I notice that clients want their interior spotless, as they say, during my walk through/inspection. I usually tell them, "Mr./Mrs. So and so, the price I quoted you was for a light interior detail. Your interior needs more than a light interior detail. I can do what I can with the quote I gave you at first or do it to meet your expectations at an additional charge."

I'm afraid that I may drive away clients if I put disclaimers on my website. What's your thoughts?

 

[jrs1418]

I put disclaimers on my packages such as "excess pet hair, sand, and personal items may incur an addition fee at managers discretion"

But, customers never read. So its important that you carefully walk through the vehicle and expectations while LISTENING to the customer. Then recommend a package that you feel suits them best. If they choose a lesser package, and you did your job explaining what this package will achieve, then you always have something to fall back on if they are unhappy.

 

[jarred767]

I put disclaimers on my packages such as "excess pet hair, sand, and personal items may incur an addition fee at managers discretion"

But, customers never read. So its important that you carefully walk through the vehicle and expectations while LISTENING to the customer. Then recommend a package that you feel suits them best. If they choose a lesser package, and you did your job explaining what this package will achieve, then you always have something to fall back on if they are unhappy.

+1:xyxthumbs:

 

[Lustrous Detail]

I put disclaimers on my packages such as "excess pet hair, sand, and personal items may incur an addition fee at managers discretion"

But, customers never read. So its important that you carefully walk through the vehicle and expectations while LISTENING to the customer. Then recommend a package that you feel suits them best. If they choose a lesser package, and you did your job explaining what this package will achieve, then you always have something to fall back on if they are unhappy.

So your recomending to ask what their expectations are before you discuss putting a detail package together?

 

[TFTADetail]

ALWAYS know what the customer expectations are. If the customer has a budget to stay within then you may be able to work out something to achieve what the customer is hoping for and without losing any profit.

Many times a customer's expectations are well above what they expect for the cost.
I tend to undersell and over deliver ...... eg. customer wants the swirls removed, but has a budget that won't allow for the heavy polishing. I might explain that 60-70% of the customers will be removed, but know it will turn out much better than that.

When the customer comes out to inspect the car they'll see that closer to 80% or more of the scratches were removed. They'll be very happy and know that they used the right guy for the job.

 

[DaveT435]

So your recomending to ask what their expectations are before you discuss putting a detail package together?

I'm not a pro Detailer, but in most retail situations you want to qualify the customers needs (see what they want done, and what they expect) it makes it a more personal experience for the customer. You may have situations where a certain "package" fits their needs but one area needs a a little more attention. You can explain you can do package 'A' which fits most of their needs but this area needs a little extra work so it would be X amount more or you could go to package 'B' which is a little more but the area that needs the extra work is already included, plus you get this and this.
Hope this makes since to you. My advice to anyone is don't try to fit everyone into a mold. The best thing you can do, someone already mentioned it...LISTEN to your customer. They will give you the information you need. If you have to change some things around in a package to fit their needs, and maybe give them the option of the other package it lets the customer know you were listening. Believe it or not little things like this make a big impression on people. Honestly they aren't used to getting that kind of personalized service. Another little thing that people appreciate is being looked in the eye when you talk to them. It helps build trust.
Sorry to ramble...hope you got a little out of it,

 

[jrs1418]

So your recomending to ask what their expectations are before you discuss putting a detail package together?

Yes and no. Have your packages already made up with what YOU feel combines the right services for the right prices.

When you meet a client, walk through their vehicle with them and LISTEN to everything they say (dont talk price). Then, based on what they told you, recommend one of your packages and hit them with the price. Either they'll be ok with it, or they wont.

If they are not ok with your package, its usually because of pricing. So usually I will then use "I understand it's more than what you want to spend, for that we have Package Z, it's not going to cover everything you asked for but will fit your budget better"

At that point either they will open their wallets and get the more expensive package that covers everything they want, or they will choose a lesser option. If they chose the lesser option, and are not happy with the outcome, you've covered your bases and it's easy to say "well I offered you what you wanted, and you said no".

 

[jrs1418]

You also want to structure how you explain your services and the cost. You always want to stress what they GET, not what they have to spend.

ie:

I will Wash & Wax, clean your rims & tires with shine, clean door jambs, inside windows, vac interior & trunk, and dress your interior for $75

vs

For $75 I will Wash & Wax, clean your rims & tires with shine, clean door jambs, inside windows, vac interior & trunk, and dress your interior

In the first instance you're strssing your services before pricing.. this emphasizes what they're getting FIRST in their minds versus what it costs. If you stress what it costs first, they'll focus on that and everything else will be blah blah blah blah blah.

 

[SKorch630]

The fact of the matter is, people are ALWAYS going to expect more and want to pay less. That's just how it is. I've found that by telling people what I include in my packages, and then tell them I offer additional services for "X amount", they tend to add those "add-ons" or will jump up to the next package. Not saying it happens with everyone, but once you explain to them the process, and what it entails, they're more apt to opening up a bit.

I get people in all the time that expect the world, for a bargain. Now... my style is that I do the best damn job I can. Period. I'll always go a little bit above and beyond, because that brings people back. But, I also have to cover costs and make profit. That being said, if someone drops off their vehicle and I can clearly see that the carpets are soiled, or there's areas that are going to need so much work, I'll tell them right away. "Hey look, I can get this done with this package, but you might want to look at this, or this, and I can guarantee it'll be 100x better" Most of the time, they agree, and are willing to shell out the extra bit of cash to have it done. I always, always, ALWAYS, tell people to take their belongings out of the vehicle, and that pet hair is going to be extra. I did a vehicle yesterday that was so covered in pet hair, it took me an extra hour to get all of it out of the trunk.