Handling the accidental lowball quote?

ScubaCougr

ScubaCougr

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One of many calls this sunny day, a client asked about the price to do a 1 step/very light swirl removal on their small Toyota.

Learning from several posts here, I considered worst-case time estimate, my desired hourly rate and quoted a range of $250-$300 to be finalized when I look at the car. (my rates are at or slightly above what most other shops charge)

The client exclaimed "I was expecting it to be around $400!":wow:

Any thoughts on handling this besides pointing out no major religion forbids tipping?:D
 
Sounds to me like you would've been totally happy accepting the $250-$300 you quoted, correct? For me, as long as I'm getting my desired hourly rate, it doesn't bother me knowing that the client might have been willing to pay more. I get the money I wanted, and the client walks away feeling like he got a great deal. That's going to encourage him to come back.

You said you haven't looked at the car yet. If it were me, I'd try and get him to re-mention the $400 price, and then "jokingly" reply that if he wanted to give me $400, I wouldn't stop him! Put the idea of it in his head, without seeming to forward.
 
Is it a small Toyota 4runner?? lol All Toyotas are small to some people...
 
Just tell them it's really determined by the condition, but most of the time it's around 300. Then when you look at it, mentally split the difference and say you want 350 as its a little moe than what you normally see.
 
My dad, brick mason by trade and lifelong handyman would say something along the long lines of...

"You have a choice; you could find a way to squeeze an extra buck out of them, you could try upsell them additional services or you could be satisfied knowing you've probably earned a repeat customer that will send you referrals... unless you do shitty work, then find that way to squeeze the extra buck out of them, they're never coming back."

Lucky Joe,
Wannabe Detailer

Sent from my HTC DNA
 
I would accept your original price. Do a great job (as usual of course) and saving the customer a significant amount of money (in their opinion) will reap more in the long run such as repeat business or a referral. Let your casual joke be interpreted wrong and their friends or family will hear about the detailer pushing for a tip or a higher quote. It would definitely rub me the wrong way. If they want to throw a few extra bucks your way when you're done, it's because THEY feel you earned it, not because YOU feel like they would've gladly overpaid. Does that make sense?
 
Just do a great job at the price you quoted. Honestly its one step so its not going to break the bank. I am sure the client will return with some serious work again and you can adjust it accordingly. And it might be a great time to up sell them too.
 
Well live and learn. I sell industrial tools along with detailing on the side. I deal with quotes and negotiating prices all the time.

Honestly you made the crucial mistake of quoting over the phone. Quite often I only deal in person. Easier to read the customer and really close a deal. One of my main tactics is to frankly ask customers what their budget is and go 5-10% under it with an according product/service (only if their budget meets your minimum criteria). Balances getting the maximum $$$ while pleasing the customer. Lets assume said customer really had a $400 budget. Offer him $375 and you would've had a solid deal.

It is going to be pretty damn hard to get more out of it now, let it be a lesson.

Keep in mind, just because the customer said "I was expecting $400" doesn't necessarily mean they would paid for it. Quite often it is a subtle/secret way of saying "your prices are exactly what I want to pay and I am happy to do business with you"

Don't let it psych you too much. If you have something people want at a price they want to pay, leave it.
 
A deal is a deal. This one you'll have to eat
 
IMO there are two ways to approach this & I would judge it by how the vehicle presents when you see it & also by face to face judgement of the customer.

You can either stick to your quote & as mentioned by others, if you do a good job & have come in cheaper than he expected, you may gain a great customer.

Or you can politely bring up what extra services you can offer him for the $400 he had been expecting to pay.
This way he either gets the service he wanted, for less than he expected, or he gets more service for what he was originally willing to pay.

No matter what, I say don't try & charge him $400 for something you've already quoted $250ish on.
Unless this things trashed that is!

Basically stick to your guns or politely try to get an upsell.
 
Oh that 250 is a lot. For 1 step polish .Here in California sacramento i charge 250 for full correction and give some extra. check my post. I wish I'm in your state. But keep in mind a happy customer will bring more business and keep you busy.
 
Although I try to avoid it, most everyone around here wants a ballpark over the phone which I almost always follow-up with a visit to finalize thanks to AG.

Appreciate all the good ideas on handling the phone and, if needed, moving beyond a quote later during the inspection, possible upsell, etc.

Interestingly, the very next call was a guy who wouldn't bite or even consider a custom "whatever we decide is reasonable when we look at it" price. He told me he was looking for an interior extraction around $25 because he was selling it.:rolleyes:

I plan to stick to my quote. It's the ethical, honest thing to do and one way to separate myself from some other detailers in the area. Almost impossible to loose money on the job, car isn't that bad.
 
jpegs13 said:
A deal is a deal. This one you'll have to eat
Click to expand...

I agree.

You are going to have to keep your mouth shut and do the job you quoted. Maybe he will tip, maybe he wont.

Point is, You already said the deal. I know its tough because now he mentioned a higher dollar amount but you have to stick to your word and provide the honest service at the price you gave him. Don't do anything different on the job you quoted either.

Your integrity will pay off.
 
As I have said so many times now you should always have your prices say starting at. I never never quote a price till I see the car and if you quote a price with out seeing the car then you have to honor the price you give.
 
arjo.reich said:
My dad, brick mason by trade and lifelong handyman would say something along the long lines of...

"You have a choice; you could find a way to squeeze an extra buck out of them, you could try upsell them additional services or you could be satisfied knowing you've probably earned a repeat customer that will send you referrals... unless you do shitty work, then find that way to squeeze the extra buck out of them, they're never coming back."
Click to expand...
I've found that brick masons tend to be both wise and poetic. I hoist my coffee cup to your Dad.
 
Not necessarily a lowball quote. You are the expert not him!

Do a good job and he will be the first one to recommend you for another job !

Afair price and a great job,you did nothing wrong.
 
I sell cars.. I don't raise my prices just because the car is "cleaner than we expected!"

Have some perspective from your customers stand point, and be happy getting what you quoted. It will pay dividends in the end.
 
Let your word be as good as gold!
If they really are light swirls on a small Toyota, charge him $250.00.
And, by the way, do an excellent job for him, go way beyond his expectations! This is what you get for his business:
1. A potential great repeat customer.
2. Potential referrals.
3. A cheerleader for your business, since he thinks he got a great deal.
4. Peace of mind since you kept your word (do you know how much peace of mind is worth? Many a man would easily pay $150.00 to get it).
Keep up the good work.
Remember:
**Chickens always come home to roost.
*** What goes around comes around.
****What you sow you reap.
 
arjo.reich said:
My dad, brick mason by trade and lifelong handyman would say something along the long lines of...

"You have a choice; you could find a way to squeeze an extra buck out of them, you could try upsell them additional services or you could be satisfied knowing you've probably earned a repeat customer that will send you referrals... unless you do shitty work, then find that way to squeeze the extra buck out of them, they're never coming back."

Lucky Joe,
Wannabe Detailer

Sent from my HTC DNA
Click to expand...

I love this quote!
 
VroomVroom said:
I've found that brick masons tend to be both wise and poetic. I hoist my coffee cup to your Dad.
Click to expand...

Here's one that he gave me just before I got married for the first time...
"Remember, just because you bought a priceless painting doesn't mean you can't appreciate other works of art. Just don't get caught with your fingers in their paint."

I should mention my dad is greek and, as far as I can tell, directly descendent from "Zorba the Greek", lol.


Lucky Joe,
Wannabe Detailer

Sent from my HTC DNA
 
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