Has this happened to you?

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Abram86

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A customer contacted me and asked for a detail. She just really wanted a Wash, wax and vacuum and I charged her 40.00.
I completed the job and delivered the vehicle and she texts 5 minutes later with pics saying she still saw dust all over the inside. I responded with a screen shot of what she ordered and I even offered a interior wipe down and she didn't want it.
She said she was used to getting it done at no extra charge by the other guys.
I wasn't going to spend more time with no extra pay.
I hate when customers do that! Has that happened to u?
Here is pics of her vehicle before I started

Xtreme Auto
 
I wouldn't vacuum that for less than $40

How long did the job take?
 
I had a similiar customer last year. We agree to do a wash, wax, wheels, tires and interior shampoo for $60. He picks it up, when I wasn't home and leave me nothing because I didn't do paint correction.

The car was full of rust so a wax is a waste let alone a polish.

Just let it go and when you get customers like this you tell them to go to pdq
 
Abram86 said:
A customer contacted me and asked for a detail. She just really wanted a Wash, wax and vacuum and I charged her 40.00.
I completed the job and delivered the vehicle and she texts 5 minutes later with pics saying she still saw dust all over the inside. I responded with a screen shot of what she ordered and I even offered a interior wipe down and she didn't want it.
She said she was used to getting it done at no extra charge by the other guys.
I wasn't going to spend more time with no extra pay.
I hate when customers do that! Has that happened to u?
Here is pics of her vehicle before I started

Xtreme Auto
Click to expand...

I detail my brothers car often in order for people to see the quality of work I do. So then this idiot that I worked with wanted to pay me $40 for a wash, clay, paint correction, paint sealant, wax, sealant, and dressing. I told him to go suck a lemon!
 
aztec1987 said:
I detail my brothers car often in order for people to see the quality of work I do. So then this idiot that I worked with wanted to pay me $40 for a wash, clay, paint correction, paint sealant, wax, sealant, and dressing. I told him to go suck a lemon!
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Thats a nice way to say it haha. I feel like telling them to Eff off and to be honest I'd rather lose customers like them than to have to put up with them constantly.
I was going to tell her if I was to fully detail the interior I would have to charge 150.00.

Xtreme Auto
 
Abram86 said:
Thats a nice way to say it haha. I feel like telling them to Eff off and to be honest I'd rather lose customers like them than to have to put up with them constantly.
I was going to tell her if I was to fully detail the interior I would have to charge 150.00.

Xtreme Auto
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That is one of the reasons why I don't do detailing for a profession since most people will hustle you for low money and steep demand. I only have detailed 3 cars for my friend since they asked me and paid me. I know that some people are willing to throw a tantrum when you tell them your prices but then you tell them the list of things your are going to do, the cost of the chemicals, and as well the hard labor.
 
I think you should have done a quick wipedown just to remove the dust.
 
Sounds like a lack of customer education to be honest. By that I mean it was not made clear enough what was being provided and what was not. For what you had to contend with though $40 is too low. My packages are listed side by side and each of them list dash wipe down and protectant. If you put yours side by side and list some with wipe down and others without it would be more clear.
 
This is kinda your fault really hate to say it! If the car was that bad you should've of passed on the vacuum or sold her on a complete interior detail. The car was to bad for just a vacuum. You new guys need to educate your customers. That car was trashed and a vacuum won't have done anything for it. I don't even offer a quick vacuum unless I have done the car in the past.
 
Pureshine said:
This is kinda your fault really hate to say it! If the car was that bad you should've of passed on the vacuum or sold her on a complete interior detail. The car was to bad for just a vacuum. You new guys need to educate your customers. That car was trashed and a vacuum won't have done anything for it. I don't even offer a quick vacuum unless I have done the car in the past.
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Actually I tried to sell her on the interior wipe down for a little more but she kept saying she wanted just a vacuum.
Also all my prices are listed on my page of what each package comes with.
I got tired of doing extra and then they expect it every time.

Xtreme Auto
 
dirtdestroyer said:
Sounds like a lack of customer education to be honest. By that I mean it was not made clear enough what was being provided and what was not. For what you had to contend with though $40 is too low. My packages are listed side by side and each of them list dash wipe down and protectant. If you put yours side by side and list some with wipe down and others without it would be more clear.
Click to expand...

Actually I confirmed everything with her twice before taking the car. Each time she insisted just a wash, wax and vacuum.

Xtreme Auto
 
Abram86 said:
Actually I tried to sell her on the interior wipe down for a little more but she kept saying she wanted just a vacuum.
Also all my prices are listed on my page of what each package comes with.
I got tired of doing extra and then they expect it every time.

Xtreme Auto
Click to expand...

Like we pilots say "Just following the instructions that were given to us"
 
Pureshine said:
This is kinda your fault really hate to say it! If the car was that bad you should've of passed on the vacuum or sold her on a complete interior detail. The car was to bad for just a vacuum. You new guys need to educate your customers. That car was trashed and a vacuum won't have done anything for it. I don't even offer a quick vacuum unless I have done the car in the past.
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I am glad you started this thread Abram86, because I have had this happen to me. I did learn after that I should have noticed the detailing that was necessary, after I finished. I did however go back and finished the interior detail (at my expense)

I am not trying to put anyone on the spot light, just trying to learn.

PureShine if you don't mind, may I respectfully ask what you would have done in this situation?

I think I would have just referred them to someone here lol.
 
Abram86 said:
Actually I confirmed everything with her twice before taking the car. Each time she insisted just a wash, wax and vacuum.

Xtreme Auto
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If you tried to sell her on a package with wipedown and she refused then I guess she was just one of those people looking to get something for nothing. Do you use Mike's VIF form for your clients at all? It could avoid some issues like this as they have to sign off on what they are getting (assuming you modify it to cover interior).
 
Abram86 said:
Actually I confirmed everything with her twice before taking the car. Each time she insisted just a wash, wax and vacuum.

Xtreme Auto
Click to expand...

I have a pre-service inspection form that I fill out with the customer that among other things, outlines exactly what work would be done and for what charge. The customer then signs this before I even open up the trailer. By the pics, a good vacuuming and a 5 minute dash wipe ( paid or not - always over deliver right!) would have made a huge difference.

The same form is then signed again by the customer post- service reflecting no new damage and they are happy with the work before an invoice is made for them. Keeps everyone on the same page and gives you something to fall back on for picky customers.
 
What did it look like after? It looks like you are vacuuming it with a 10ft pole.
 
I wouldn't of touched it without a full detail being done. That would of been the best $150 she ever spent...
 
I wonder if you guys should treat detailing like I treat surgery: I tell people what is wrong with them and what their surgical options are. If they decline what I recommend, I document it and have them sign a form that states such.

I can see both sides of this story. The first side is that your customer is a slob and probably feels some entitlement. On the other hand you probably didn't communicate very well what would not be done and what it would look like in the end if she did decline those recommendations.

In the end, it doesn't matter what you're offering someone. If the communication isn't clear about expectations, one or both are bound to be unhappy.

(She's still a slob.)
 
kevincwelch said:
I wonder if you guys should treat detailing like I treat surgery: I tell people what is wrong with them and what their surgical options are. If they decline what I recommend, I document it and have them sign a form that states such.

I can see both sides of this story. The first side is that your customer is a slob and probably feels some entitlement. On the other hand you probably didn't communicate very well what would not be done and what it would look like in the end if she did decline those recommendations.

In the end, it doesn't matter what you're offering someone. If the communication isn't clear about expectations, one or both are bound to be unhappy.

(She's still a slob.)
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Pureshine said:
This is kinda your fault really hate to say it! If the car was that bad you should've of passed on the vacuum or sold her on a complete interior detail. The car was to bad for just a vacuum. You new guys need to educate your customers. That car was trashed and a vacuum won't have done anything for it. I don't even offer a quick vacuum unless I have done the car in the past.
Click to expand...

:iagree:

these guys are on point. that interior is not suitable for a "just a vacuum" that's something you forgot to point out to her. its ok, you live and learn. remember this for the next time :xyxthumbs:
 
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