how do you handle customers like this?

great story. thank you for typing that up. I knew I could get some good advice from some fellow Geeks.
 
Hassyfoto said:
I guess you handle this customer like any other. Charge your fee and perform the work & quality of work that satisfies "you" for the price that you feel comfortable with.

I performed a full detail just a few weeks ago and the customer dropped off a vehicle with a completely dead battery. I could not even charge the battery with a battery charger. Every time I wanted to move the electric seats or windows, I had to use a jump box. Customer called me later after drop-off and wanted me to check her oil & tire pressure as both lights were illuminated on the dash. I told her that I am not a mechanical shop and will not check the oil or dash light. I did agree to check the tire pressure of each tire. Fast forward, the customer arrives to pick-up the vehicle. She likes the detail work and ask about her battery. Stunned, I stated you brought me a vehicle with a completely dead battery that warrants replacement. Customer stated she expected me to charge the battery. I apologized and once again stated I am not a mechanical shop and do not perform mechanical work. Customer has me start her vehicle (with my jump box) and she notices the engine oil light is still on and the tire light is on. I explain that I read her owner's manual and explained the process that she must drive the car a few miles and the sensor will reset. Well !!! The customer went ballistic and stated that I had ripped her off. I failed to live up to my obligation to resolve the battery issue, engine oil light issue and tire pressure light. The customer refused to pay me and left in her vehicle (mind you I had already jumped started her vehicle prior to her refusal to pay because she wanted to "check" the vehicle out).
It is clear that this customer was never going to pay and simply set up the situation to match her own failed expectations.
Well now I am taking her to small claims court. After she received her summons she called me and chewed me out as to why I would take her to court. In her mind I clearly did not perform up to "her" expectations and she feels justified in non-payment. Hmmmmmmm!!

We all need to deal with the loopy customer once in awhile !!!
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wow what a #####!

I don't give keys to anyone without payment first
 
miad said:
this makes sense. sometimes I let my personality get too involved in my decision making. I'm the person that always yields the right of way, the guy that always holds the door, the person that goes to an all inclusive resort and ends up spending $200 that week in tips when nobody else in line gives a penny. I have been known to buy complete strangers a drink at the bar just because, I constantly donate to causes that mean nothing to me, and I have given the person running the drive thru window an extra $20 to pay for the next few orders on multiple occasions. I have never done these to things to get paid back, but I have always believed in Karma. I have always believed that someday I would get treated the same way. I haven't, and its getting old. and then, customers like this.
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You have a good soul, and heart, and those close to you recognize this for sure..

I don't know, maybe now in today's age, so many people have been bilked, taken to the cleaners on a regular basis, that it's become so commonplace to spend your money and get nada in return, people have become "hardened" and ignorant to see a true gem when they finally do come across one.

My one little such experience I mention was just one example of many here quite similar. About all I conclude is that you have to step back and laugh, but too learn, and not place yourself in such in the future
 
OP, you sound like a nice person, that will generally serve you well in business. One approach you might take, if people in your area generally don't tip, would be to "tip yourself." You were going to charge $60, charge $70. You have now tipped yourself and won't feel stiffed if you don't get tipped.
 
miad, I have been self employed most of my life and I'm 63 years old. I have done work for some of the lowest pond scum on this planet. If I had what was honestly owed me I would be a rich man.

Like you I am easy going and really have a personality that makes me more likely to be taken advantage of than some other people. We can't help who we are. Like suggested here you can charge a little more and don't let a person drive away without paying you. Don't give them the keys until they pay something.

I understand what you mean about the area you live in because my area is kind of low end also, small town. I get some good jobs but I also get a lot of bare bones jobs too. I'm building a shop just for detailing, putting the roof on tomorrow, and I am determined to charge as much as the market will bare. Probably lower that a lot of detailers on this forum but enough to make me happy.

When I read your posts I just had to chime in and let you know that a lot of us out here understand and have been taken advantage of just like you have.

Hang in there, your a young man, think things through, come up with ways to get some higher paying customers. You can do it and I am sure things will get better. Gary
 
Wow, some crazy stories here. My best advice is like others have already stated. Price yourself out of reach for these types of customers and price your services so that when you get paid, you feel like you have been paid accordingly. We'll all have to deal with some crazies every now and then, but doing these two things definitely limits your exposure.

And why are the cheapest customers always the pickiest? I've never really got that, but it's SOOOOO true.
 
I used to be a really "nice guy" too, especially in the music world, where I would be drumming for someone. The key to everything in life is balance. You have to know when to be hard, and know when to relax. My Dad was/is tough and mean, mom is kind and sweet. This is where I saw that I could employ both dynamics.

I was asked to do a one step on a car here at work (car wash), privately, which is no problem provided I disassociate myself from the business I work for. My price is $100.00 for wash, clay, cleaner wax, and tire shine, for the large SUV. That Is it. No extras, no freebies. Just good, professional quality work. Can't be shy about establishing boundaries.
 
I deal with a good number of cheap people, and a good number of idiots. But there's nothing quite like a cheap idiot. I remember someone inquired about getting their car detailed. I broke down my pricing and asked what kind of vehicle it was. "Crown Victoria" they said my pricing was a bit too high and could I come down a few $$$. I offered them a deal and got "wait, what? that's more than you originally said it was!" Confused I ask them, and it turns out they were expecting a deal on my mid sized sedan pricing. Not sure what galaxy a Crown Victoria is considered a mid sized sedan, but they insisted that's what it was.

On the flip side op, I fix computers too and last Saturday I had a job with a regular, he always takes me to breakfast or lunch in addition to $$$. I worked 4 hours and breakfast was about an hour total with driving. He bought me breakfast and paid me for 5 hours work, since I got there at 9 and left at 2. I've had a few detailing clients who didn't try to low ball and even tipped me nicely. But the tough ones make you feel like you should be in a different line of work.
 
It's a lucrative business. You don't need a BS degree to detail. If you got your self into this profession you will always deal with customers like this


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If I may ask, how long did the OP work on the vehicle?

I would also like for you to just take the time to do a search online for detailing, I can do you better, look up Rasky's, Pureshine Auto Detailing, Shineshop.ca, Paul Dalton.

You have to charge these people. If you are ever going to make enough money to continue to do it. The statement that you do this at your house and have no overhead is a cop-out, you should still be charging, because whether you think you are or not, you are bringing the detailing community reputation down by doing jobs so low.

I also agree with others, that some people just do not care and those are the people you point toward the door. On an interior like this, I would have a set starting point and let the owner know that after that point, if it takes longer, then it will be "X*hourly rate" That hourly rate in my opinion should be a good bit more than what you could make working a normal job in your area.

Br proud of what you do and others will see that. I personally would not have touched that interior for less than a starting price of around $250..If they balked, then thank you man, there's the door.

HUMP
 
damn straight lol....this is quite the norm in this business. Once I started charging more, I found less people who were low ballers. It's crazy, but once you raise your prices high enough to avoid these kinds of people, you start getting paid more, better cars, better people, etc.
 
I have been in the carpet cleaning business for ten years for myself.

If you raise your prices you will eliminate a lot of cheap bad customers. Also cheap bad customers always have the worst of the worst stains and soil.

Your post makes me laugh because a lot of my customers when I was cheap were just like yours.

People with money are generally happier, cleaner and easier to work with. They understand good service and hardwork.

I doubt she would have hired you if you charged more. If not it least it would have been worth your while.

I wouldn't have touched that carpet and upholstery for less than 200.00. No offense but I can remove a he'll of a lot more soil and stains than detailers. Just like many are experts in paint correction. ... I'm a expert in carpet and upholstery.
 
miad,

I'm not going to try to quote all of these people but they all hit the nail on the head. Take these guys advise and things will get better.
 
Mia's your right you should have been paid better for that way better at our shop the interior only would have been around 300 we almost never do any free work unless we know we will be getting our time and money back from that customer. For example we had a customer bring us a car for a one step polish and wax. This car is at most cars shows and cars and coffee events. We went the extra mile to do a full correction because we know he will talk us up on the Internet and local shows. With in the week we booked several cars for full corrections. That's when you do free work not for cheap ass people who will buy the next groupon deal. It's sad to see people that do good honest work and get screwed out of there money and time if you need some advice send me a pm
 
HUMP DIESEL said:
If I may ask, how long did the OP work on the vehicle?

I would also like for you to just take the time to do a search online for detailing, I can do you better, look up Rasky's, Pureshine Auto Detailing, Shineshop.ca, Paul Dalton.

You have to charge these people. If you are ever going to make enough money to continue to do it. The statement that you do this at your house and have no overhead is a cop-out, you should still be charging, because whether you think you are or not, you are bringing the detailing community reputation down by doing jobs so low.

I also agree with others, that some people just do not care and those are the people you point toward the door. On an interior like this, I would have a set starting point and let the owner know that after that point, if it takes longer, then it will be "X*hourly rate" That hourly rate in my opinion should be a good bit more than what you could make working a normal job in your area.

Br proud of what you do and others will see that. I personally would not have touched that interior for less than a starting price of around $250..If they balked, then thank you man, there's the door.

HUMP
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thanks for the responses from everyone. I will tell you that I have been cleaning cars since I was 12 years old. wont go into detail, but I had access to vehicles and was cleaning them in middle school for next to nothing, but next to nothing was pretty good at that age.

I have all of the expensive equipment, Dupray, etc... I have other forms of income, so I can afford the top-of-the-line tools.

I have a huge amount of experience. I would put my years up against anybody anywhere. I ran the detail dept at one of the largest car dealerships in the Midwest for 7 years. have been to 3 different detailing schools around the country and was the class president of my auto body school. I know my stuff. I just have 2 problems #1 BY FAR I am way too nice of guy, my conscience gets the best of me 90% of the time. #2 I live in an area where people don't/won't spend much on their vehicles. its really no big deal, as I am slowly making my way into another side of the car business. one where I can use the relationships I have built over the years to make 5 times more money, for much less work. I will never forget a conversation I had with the sales manager at the lot I worked at who told me "there are countless numbers of ways to make money in this world". its very true, and working yourself to death for $30 an hour is not it. I really enjoy the self-satisfaction that comes with taking a nasty car to a fresh clean one, but I have always known its not a long term job, unless you want to be one of those people who are broken by the age of 60. at 6 foot 4 240 lbs, I am at a disadvantage already. you have to constantly improve in life, but like most of us, this is what I really enjoy doing, but where i live, you cant get rich in this business.
 
Simply put I wouldn't do any more freebies. The very first detail I did for pay I gave a bunch of freebies. It was a Kia Rio and I was so hungry for business I thought that if I under charged and over delivered I'd be sure to get referrals. Long story short a wash and wax + quick interior turned into complete interior and a AIO correction and headlight restoration. Then when I was done I called the customer and he tells me that he left a check with his wife and there are hub caps in the trunk he needs put on. Basically saying do it for free. Well without hesitation I pull out these filthy hub caps cleaned then and using a crappy scissor Jack in the truck I replaced them. I left that detail feeling great. That car looked like a junker when I got there and I left making it look nearly brand new. Few days pass and I get a call from the guy who is "disappointed" because I didn't clean the trunk... I told him eveything included in the package before I detailed and the trunk wasn't mentioned by my self or him so I didn't do it. I just couldn't believe that I charged this guy near nothing and way over delivered and the only thing he could forcus on was how he was "disappointed" and "regretted doing work with me" because I didn't clean the trunk and how for $30 he could have had the guys at the car wash do the same job and they clean the trunk". I was insulted...

Because of that I now only do what the customer asks. However, If it's a regular and it's something like minor headlight oxidation or anything that will only take 10 min of my time to fix I'll throw that in at no cost if it's a good customer. But for new customers I give them a fair price and do my best at what they want. Ppl just don't appreciate what we do enough for freebies to be given on a regular basis.

Another thing is you should raise your prices a tad depending on your area. It will weed out the ppl that nickel and dime you.

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It's really amazing that you guys are having this discussion today as I was feeling a bit dejected earlier this week after doing an extremely tiring job for way less than I deserved. Honestly, I only have myself to blame as I stuck to a price for an interior detail and engine wash by underestimating the work this car would require. Just let me mention, the customer is the owner of an on-the-beach bar and the sand was really imbedded in the carpet. The engine wasn't any better either an required quite some work as well. At the end of it all I spent a total of 6 1/2 hours on that job and ended up with a less than average pay and sore joints.

Well, you can be sure I learned my lesson and would only advise you to do the same. We're in a business where our time and effort is only appreciated by persons who have enough understanding that we go beyond the average wash and vacuum offered by the other guys. Be thankful for the experience as I'm sure you'll always be on your P's and Q's for similar customers from hereon in, but never let it get the best of you that it forces you to stop what you're passionate about.....and that goes for whatever area in life you're focusing on. :xyxthumbs:
 
It sounds like most of these problems could be addressed using Mike P's Vehicle Inspection Form and walking the vehicle with the Customer before agreeing on a price

When walking the vehicle, you should be asking the Customer what they would like to have addressed during the detail

After they tell you what they expect, you tell them "most of your concerns can be addressed by my Silver Package which is $XXX. You mentioned you would like the engine cleaned up and the stains removed from the seat. Those two items can be added to the package for $XXX. You also mentioned the paint on the bumper; I can remove that for an additional $25."

Everyone know what will be done and how much it will cost
 
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