Help with the under-whelmed customer.

[VR8]

Well unfortunately I wasn't able to dig out from the snow in time to see our customers reaction when he picked it up. I've sent him an email on Facebook (very upbeat) to see if I get the same type of response from him.

But here are a few more pics I took. Really the truck was quite unimpressive for a Range Rover until we polished it. The swirls and scratches just took over the color and it appeared to be a grayish blue instead of the original Navy. If he's really unsatisfied ... he's nuts!

50/50 on the hood.

50/50 on the passenger door.

And the end result.

The interior was not bad so Adam gave it a quick once over, really a "bonus" for the customer.

My previous profession for 26 years was in retail so I learned many, many times over that some customers just aren't satisfied, no matter what you do. I've always found that keeping a positive conversation with them, possibly throwing in a little humor, helps to keep them on a good side. All that you can really do is hope to prevent bad advertisement from their negative comments to others. Just don't try to "prove" what you've done is fantastic when they don't thinks it's so fantastic. Keep 'um happy and move on...

 

[O.C.Detailing]

Yep, I agree John. I should just get over it really. If we were hacks giving someone a really crappy job, then I guess I wouldn't feel the way I do. I just know we do good work and can't help but feel bad when a customer doesn't seem satisfied with the work.

Thanks for posting your pictures.

 

[Shane731]

Another thought to keep in mind - some people do not get very emotional, even over things that you would think they would get excited about. I know I'm that way. I'm just not a very emotional person. I am sensitive to other people and their feelings, but I'm not very good at expressing my emotions, so they usually never show. Maybe this customer was like that. Maybe he was very impressed but just didn't know how to express himself. Not everybody goes over the top ecstatic on a jaw-dropping detail. On the other hand, maybe he was just taking your hard work for granted. Just a thought to bear in mind.

 

[Shade Tree]

You know, the fact that "the customer used a broom to remove snow from the vehicle" ... really says it all. If he has no more insight than that then he truly had no "real world" idea of what to expect as an end result to your work.

The pictures show the great work applied, no doubt. This customer probably didn't listen to what you told him with regard to the problem spots. If he had then he most likely would have been more than pleased with the overall outcome of the vehicle's appearance.

 

[jimmers]

Just as everyone else has mentioned, the proof of your great work is in the before and after pictures. You didn't do anything wrong. :xyxthumbs:

If the customer can afford to buy a Range Rover and use a BROOM on it, then they should also be able to afford to take it to a paint professional to fix the area's that were not able to be corrected by a detail professional. They apparently don't understand that painting and detailing are two separate professions. LOL (The money to afford the Rover must have been inherited instead of earned using their brain!)

By the way they treat the vehicle I'm actually even surprised they bothered to have a full detail on it. They obviously do not appreciate fine things--including your fine work. One can't abuse a fine vehicle the way they have and expect all the damage to be gone with a snap of someones fingers.

You have been complimented by several highly qualified professionals on this forum who know first hand the hard work you put into this project. That is what you need to dwell on and forget about this unappreciative customer. You can't satisfy everyone and some are NEVER satisfied. That is the biggest problem when working with the general public.

Keep up the great work!!!!:dblthumb2:

 

[VR8]

Interestingly enough, the guy has been back for four car washes since we detailed his vehicle. I think he just likes to pull Adams chain. Good news is, he hasn't washed it any himself so it still looks great.

 

[feslope]

When the owner came to pick it up she said "looks nice".....that's it. She paid me, tipped $25, and drove off. To this day I've never quite figured that one out.

Nothing to figure out. Sounds to me like a happy customer that will probably recommend you to her friends.