Express detail problem

[detailfan618]

I had a customer that choose an express detail (wash,wax, windows cleaned, dash wiped, vac of all carpet) they were thrilled with the exterior but they were not happy at all with interior. I have been trying very hard to only do the services customers are paying for and explaining to them exactly what that package includes. This particular customer had spilled soda in the cup holders and trash everywhere. I did my best to not go above and beyond but apparently that wasn't good enough. To keep a good relationship with them I re-did the interior at a much higher level. Any pointers?

 

[Mask]

Extra charge at a reasonable price without wasting your time & effort

 

[roguerobot]

Do a pre-service check with the customer before starting, stating what items would be extra charge.

 

[Joe@NextLevelDetail]

Some people have high expectations for low amount of money and do not think at all about your bills your time your labor your rent your products and costs to live.

If its doable you just shut up and do it now if they wanted a full interior shampoo for nothing they can take a long walk on a short pier.

If you had to vacuum a little more and clean a cupholder thats alright.

Sometimes you got to bite the bullet because when they leave they tell there friends family good or bad if you dont do the slightest thing to there satisfaction they will talk good or bad so i try to satisfy my customers so i dont dis please anyone and keep everyone in the neighborhood happy and keep coming back and got ALOT of referrals just by doing a good job

Show your integrity do a good job and no matter what sometimes for other cars you will do extra and thats ok its the way the universe works

Do i think its fair god no these people will let you work 20 hours on there car for 20 dollars and wouldnt have a problem with it and at the same time, when they pick it up they will look over it to make sure you did a good job for there 20 dollars lol

 

[Goodys]

Some people have high expectations for low amount of money and do not think at all about your bills your time your labor your rent your products and costs to live.

If its doable you just shut up and do it now if they wanted a full interior shampoo for nothing they can take a long walk on a short pier.

If you had to vacuum a little more and clean a cupholder thats alright.

Sometimes you got to bite the bullet because when they leave they tell there friends family good or bad if you dont do the slightest thing to there satisfaction they will talk good or bad so i try to satisfy my customers so i dont dis please anyone and keep everyone in the neighborhood happy and keep coming back and got ALOT of referrals just by doing a good job

Show your integrity do a good job and no matter what sometimes for other cars you will do extra and thats ok its the way the universe works

Do i think its fair god no these people will let you work 20 hours on there car for 20 dollars and wouldnt have a problem with it and at the same time, when they pick it up they will look over it to make sure you did a good job for there 20 dollars lol

100% correct aka craigslisters lol watch out!

Sent from my SM-N910T using Tapatalk

 

[Paul A.]

I have learned over the years to practice what roguerobot suggested. I try to spend as much time as the customer will allow me to go over every nook and cranny of what they want done, inside and out. It then comes down to how many hours it will take me to give them what they want and then simply multiply by X hours my hourly rate. Trust me, if i see spilled soda in the cup holders i'll find it and ask. What kills me sometimes is when i point out some things they don't even know about and then ask me if i can "remove the ding" or "repaint the deep scratch"!

And NxtLevelDtal is right on also. :xyxthumbs:

 

[VP Mark]

Learn to say no. When you saw the interior you should have decided immediately to either discuss that it needed extra work at an extra cost or (which I do not recommend) do what needed to be done at no extra charge and just not say anything.

 

[Lustrous Detail]

All good advice! For me, I try not too offer "Express" or "Wash/Wax" type services to my first time customers. I try to upsell to my higher level services. After Im done with that, thats when I offer to set up their next appointment for their "Express" or "Maintenance" Detail, bi-weekly or monthly. I hope that helps.

 

[detailfan618]

Thank you all for your input. I will be sure to put all these practices into play!

 

[jarred767]

All good advice! For me, I try not too offer "Express" or "Wash/Wax" type services to my first time customers. I try to upsell to my higher level services. After Im done with that, thats when I offer to set up their next appointment for their "Express" or "Maintenance" Detail, bi-weekly or monthly. I hope that helps.

Excellent advice!! :xyxthumbs:

I don't even have anything but a full interior detail (minus carpet shampoo) listed on my site as on option. If I'm detailing the interior of a car, I'm doing it all and will discuss in-depth shampooing/steam cleaning after seeing the car.

If I get there and the interior is already quite clean then I surprise the customer and knock $20-30 off the price for them since it won't take me as long, but it's always a full interior until I've seen the car. I may have lost of few jobs over the years because of it, but it's worth it in the long run IMO.

Good luck with it!

 

[Lustrous Detail]

Excellent advice!! :xyxthumbs:

I don't even have anything but a full interior detail (minus carpet shampoo) listed on my site as on option. If I'm detailing the interior of a car, I'm doing it all and will discuss in-depth shampooing/steam cleaning after seeing the car.

If I get there and the interior is already quite clean then I surprise the customer and knock $20-30 off the price for them since it won't take me as long, but it's always a full interior until I've seen the car. I may have lost of few jobs over the years because of it, but it's worth it in the long run IMO.

Good luck with it!

Thank you sir! Interiors can be tough. I also have a stand alone Interior Package which includes steam/shampooing. If I'm doing exterior combined with Interior, i'll only do a vacuum and light steaming/wipe down. If I see stains, pet hair, sand, etc., I tell the customer that those will not be addressed fully unless they are willing to increase their budget and if there is no time constraints.

Nice website btw! I see your a Beeds Installer as well. I just recently picked up a bottle of HD Beeds, Pico 2 and Prime from a local dealer.

 

[Pureshine]

This is the reason I will never offer any basic detailing ever. I only offer all or nothing. This is how I started my business this way and it works great for me.

 

[Lustrous Detail]

This is the reason I will never offer any basic detailing ever. I only offer all or nothing. This is how I started my business this way and it works great for me.

Do you split up your details into two days? One day for exterior and the other for interior?

 

[jrs1418]

We offer both maintenance services and detailing services. Both can be used by any customer, with the maintenance services only for vehicles that are in decent shape and obviously maintained.

We learned our lesson that the OP mentioned a long time ago. Customers hear "vacuum" and "wipedown" and expect their leather seats to be deep cleaned, and all the sand and pet hair removed.

So for new customers we thoroughly inspect the vehicle with them, and if needed force them to bump up to our details. If the car is newer and in decent shape we'll just do a maintenance package on them if thats all they want to spend.

Some guys on here mentioned that they do not even offer lower packages, and I understand why. But they've also said that they've lost business over it, and are fine with it. I'm not fine with that though, I want every opportunity. Many people spend a night online looking at websites and services and prices without calling or emailing in for information. If you're shutting them down right away, you're definitely losing money. Having decently cheap prices on basic interior options is good because it'll at least get me a phone call or a walk-in. I can then use my astonishingly good looks and persuasive personality to upsell into a bigger job when needed.

The answer is of course : There is no right way or wrong way, its the way that works better for your demographic and business.

But in either case, if you are not inspecting the vehicle with your customer and allowing them to pick off your menu without your input, you're doing yourself a disservice.

One of the BIGGEST mistakes we do is to NOT LISTEN to your customer. ASK your customer to point out the areas of concern, LISTEN to them intently, THEN offer them a package that suits their needs as they relayed them to you. If the price is too high you can then say "Ok if we don't do THIS.. Your price will be XXX" and you can start stripping out services if needed to fit the budget.

 

[Lustrous Detail]

We offer both maintenance services and detailing services. Both can be used by any customer, with the maintenance services only for vehicles that are in decent shape and obviously maintained.

We learned our lesson that the OP mentioned a long time ago. Customers hear "vacuum" and "wipedown" and expect their leather seats to be deep cleaned, and all the sand and pet hair removed.

So for new customers we thoroughly inspect the vehicle with them, and if needed force them to bump up to our details. If the car is newer and in decent shape we'll just do a maintenance package on them if thats all they want to spend.

Some guys on here mentioned that they do not even offer lower packages, and I understand why. But they've also said that they've lost business over it, and are fine with it. I'm not fine with that though, I want every opportunity. Many people spend a night online looking at websites and services and prices without calling or emailing in for information. If you're shutting them down right away, you're definitely losing money. Having decently cheap prices on basic interior options is good because it'll at least get me a phone call or a walk-in. I can then use my astonishingly good looks and persuasive personality to upsell into a bigger job when needed.

The answer is of course : There is no right way or wrong way, its the way that works better for your demographic and business.

But in either case, if you are not inspecting the vehicle with your customer and allowing them to pick off your menu without your input, you're doing yourself a disservice.

One of the BIGGEST mistakes we do is to NOT LISTEN to your customer. ASK your customer to point out the areas of concern, LISTEN to them intently, THEN offer them a package that suits their needs as they relayed them to you. If the price is too high you can then say "Ok if we don't do THIS.. Your price will be XXX" and you can start stripping out services if needed to fit the budget.

Awesome advice! Do you use an inspection form when you inspect the customers car?

Lol, I too use my good looks to upsell.

 

[detailfan618]

We offer both maintenance services and detailing services. Both can be used by any customer, with the maintenance services only for vehicles that are in decent shape and obviously maintained.

We learned our lesson that the OP mentioned a long time ago. Customers hear "vacuum" and "wipedown" and expect their leather seats to be deep cleaned, and all the sand and pet hair removed.

So for new customers we thoroughly inspect the vehicle with them, and if needed force them to bump up to our details. If the car is newer and in decent shape we'll just do a maintenance package on them if thats all they want to spend.

Some guys on here mentioned that they do not even offer lower packages, and I understand why. But they've also said that they've lost business over it, and are fine with it. I'm not fine with that though, I want every opportunity. Many people spend a night online looking at websites and services and prices without calling or emailing in for information. If you're shutting them down right away, you're definitely losing money. Having decently cheap prices on basic interior options is good because it'll at least get me a phone call or a walk-in. I can then use my astonishingly good looks and persuasive personality to upsell into a bigger job when needed.

The answer is of course : There is no right way or wrong way, its the way that works better for your demographic and business.

But in either case, if you are not inspecting the vehicle with your customer and allowing them to pick off your menu without your input, you're doing yourself a disservice.

One of the BIGGEST mistakes we do is to NOT LISTEN to your customer. ASK your customer to point out the areas of concern, LISTEN to them intently, THEN offer them a package that suits their needs as they relayed them to you. If the price is too high you can then say "Ok if we don't do THIS.. Your price will be XXX" and you can start stripping out services if needed to fit the budget.

Great advice thank you very much!

 

[jrs1418]

Awesome advice! Do you use an inspection form when you inspect the customers car?

Lol, I too use my good looks to upsell.

No, i dont have time for a form. You can usually tell which cars need thorough inspecting and which cars dont just by looking at the exterior. So if I see a nice looking newer car, I just give it a quick glance. If i see a Soccer mom van come in looking for a basic In/Out job.. i'm checking that thing like a hawk!

 

[Pureshine]

Do you split up your details into two days? One day for exterior and the other for interior?

No My complete detail in most cases is done in one day unless the interior is trashed. If it's going to take two days the price goes up a lot.

 

[DeepReflections]

We offer both maintenance services and detailing services. Both can be used by any customer, with the maintenance services only for vehicles that are in decent shape and obviously maintained.

We learned our lesson that the OP mentioned a long time ago. Customers hear "vacuum" and "wipedown" and expect their leather seats to be deep cleaned, and all the sand and pet hair removed.

So for new customers we thoroughly inspect the vehicle with them, and if needed force them to bump up to our details. If the car is newer and in decent shape we'll just do a maintenance package on them if thats all they want to spend.

Some guys on here mentioned that they do not even offer lower packages, and I understand why. But they've also said that they've lost business over it, and are fine with it. I'm not fine with that though, I want every opportunity. Many people spend a night online looking at websites and services and prices without calling or emailing in for information. If you're shutting them down right away, you're definitely losing money. Having decently cheap prices on basic interior options is good because it'll at least get me a phone call or a walk-in. I can then use my astonishingly good looks and persuasive personality to upsell into a bigger job when needed.

The answer is of course : There is no right way or wrong way, its the way that works better for your demographic and business.

But in either case, if you are not inspecting the vehicle with your customer and allowing them to pick off your menu without your input, you're doing yourself a disservice.

One of the BIGGEST mistakes we do is to NOT LISTEN to your customer. ASK your customer to point out the areas of concern, LISTEN to them intently, THEN offer them a package that suits their needs as they relayed them to you. If the price is too high you can then say "Ok if we don't do THIS.. Your price will be XXX" and you can start stripping out services if needed to fit the budget.

One more for awesome advice - Have had to deal with many customers that were not willing to pay the price for what their vehicle needed, or simply did not comprehend what I told them
Had a customer today that balked at my exterior detail price, so I told him we could do a Mini Detail at the price he was willing to pay and told him EXACTLY what that involved. We did a wash, clay bar and 2 coats of Zaino Clear Seal. He bitched an moaned about not removing major scratches, I simply told him you were not willing to pay for it, as it takes time and expertise and I explained exactly what we would do when you brought the car in..

 

[Joe@NextLevelDetail]

One more for awesome advice - Have had to deal with many customers that were not willing to pay the price for what their vehicle needed, or simply did not comprehend what I told them
Had a customer today that balked at my exterior detail price, so I told him we could do a Mini Detail at the price he was willing to pay and told him EXACTLY what that involved. We did a wash, clay bar and 2 coats of Zaino Clear Seal. He bitched an moaned about not removing major scratches, I simply told him you were not willing to pay for it, as it takes time and expertise and I explained exactly what we would do when you brought the car in..

Those guys are the best one guy dropped his car off at 4 pm and wanted after his dinner.was done 7:30 i charged him 150 for a light shampoo leather cleaning engine whipe down clay bar light polish and wax . He came back a week later and told me theres.still swirls in his paint lol.

I told him so not only did you want me to make your paint perfect for 140 dollars including interior you also wanted me to remove all the defects in 3 and a half hours ? Perfection paint takes 20 man jours just buffing.

He told me he does one step polishes with a rotary and a wool pad and he uses the best compound on the market i asked what kind he said he doesn't know the name but its better then any stuff i ever used.

I told him so you one step with a rotary and a wool pad ay?

So your fine with all the swirls your inflicting into the paint with the compound and wool pad you have to follow it with foam and a fine polish.

After that he got nervous and babbling like a freaking idioit saying that he never said he only does one step.

I told him i can give him perfection but i need 3 days and 700$ his eyes opened up and then i just showed him before and afters of the high end cars i did. I think he didnt think i was capable of getting his paint perfect.

He came to my shop that day to "school" me but he was the one that got the real lesson.

And i cant take or hear anymore when my customers tell me they have the best stuff at home but they never know the name of it ...........

If you have the best stuff in the world do your own car.

Also everyone tells me they know how to buff and i just want to facepalm my face every one of my customers tell me they been buffing for years when i ask them what kind of machine or products they use they tell me a old oribital and use wax lol