How to deal with an uneducated customer?

asap2stacks said:
You sure really start writing up blank contracts and once you and the customer have agreed on a price for the detail have them and yourself sign and date the contract. This way so there is no problem when it comes to the payment situation. As far as them saying they could go some where else for cheaper, well then let them go there next time. Im sure if you are the best in town then when they get there $150 detail from the next place then they will understand why they paid $200 form you brother. keep up the good work man.
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Thanks man, just got to keep it moving.
 
Case in point, I was in a plant managers office yesterday with 2 of his key people and I was trying to keep my business which is worth about $100,000 annually with the customer. This is on my day job. I was called to this meeting and given no agenda, I actually wasn't originally even told who I 'd be meeting with. I asked for the attendees and the agenda and was only given the attendees. So I drove an hour to attend a meeting with three people with no idea what the agenda was. Were they going to grill me? Were they going to give my business to someone else? Needless to say that was my chance to keep my business or lose it. It all comes down to the customers expectations. They had bids from some of my competitors on their desks when I walked into the meeting. The rest they say is history. Iw as awarded the business today for another 12 months. Yes I made some concessions, but I also know where I stand with the customer.

It's all about expectations. You have to ask the questions, listen to the customer and they will tell you what their expectations are and then you have a road map to a satisfied customer. He told me to my face that My knowledge and hands on approach to his business is why he stayed with me. That's a heck of compliment and one I don't take lightly. I can nearly count on one hand in 25 years in the same industry that a customer has paid me a compliment like that, especially in front of others.

So I would say that Mike's VIF form should be an integral part of your sales tools. Use it as a road map to a satisfied customer.
 
BrianJM said:
Are HD Adapt and FG400 polishes that have great cutting ability without losing the finish of a polish? Work well with all types of paint? I need to check it out. How aggressive of a pad do you use?
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All the information about them is on AG's store sight, detailed descriptions. Did you view my show and shine on Adapt?

Here's the link to 3d / HD ps I did that BMW.

http://www.autogeek.net/3d-car-care-products.html

Adapt is that and a lot more. I have both but prefer Adapt to FG400 as it's easier to work with in the Florida heat and humidity. Get a bottle and try it with different pad combos.
 
custmsprty said:
Case in point, I was in a plant managers office yesterday with 2 of his key people and I was trying to keep my business which is worth about $100,000 annually with the customer. This is on my day job. I was called to this meeting and given no agenda, I actually wasn't originally even told who I 'd be meeting with. I asked for the attendees and the agenda and was only given the attendees. So I drove an hour to attend a meeting with three people with no idea what the agenda was. Were they going to grill me? Were they going to give my business to someone else? Needless to say that was my chance to keep my business or lose it. It all comes down to the customers expectations. They had bids from some of my competitors on their desks when I walked into the meeting. The rest they say is history. Iw as awarded the business today for another 12 months. Yes I made some concessions, but I also know where I stand with the customer.

It's all about expectations. You have to ask the questions, listen to the customer and they will tell you what their expectations are and then you have a road map to a satisfied customer. He told me to my face that My knowledge and hands on approach to his business is why he stayed with me. That's a heck of compliment and one I don't take lightly. I can nearly count on one hand in 25 years in the same industry that a customer has paid me a compliment like that, especially in front of others.

So I would say that Mike's VIF form should be an integral part of your sales tools. Use it as a road map to a satisfied customer.
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That's awesome man, congrats on that! I'm waiting for Mike P to send me the forms via email. Yeah I saw your post the turnout looked sick. Do you normally use Buff and shine pads? The foam pads?
 
Before Adapt:



After Adapt, darn near perfection for a one step. Zero haze, nothing but gloss and that was with an orange pad!

Just look at the difference in the reflection of the palm tree. The clarity and depth. I topped it with HD Poxy.

 
BrianJM said:
That's awesome man, congrats on that! I'm waiting for Mike P to send me the forms via email. Yeah I saw your post the turnout looked sick. Do you normally use Buff and shine pads? The foam pads?
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Try searching on the forum for them, they've been uploaded by him a number of times. I don't like the search on the new forum format but with some effort I'm sure you can find them. Maybe google vehicle inspection forms autogeek that might work too.

Yeah I primarily use B&S. I have some Rupes too but mostly B&S. Had used LC in the past. I like B&S's foam composition. If all I could have was three pads and two products it would be B&S Orange and White for polishing and a blue or black as I don't really care either way for applying LSP's. I'd have HD Adapt as with those two pads you could conquer most jobs. And I'd have Poxy cuz it looks awesome, goes along way, less than an oz. to do an average size vehicle and removal is a breeze. Longevity is a subjective thing but I've been happy with it. With your Flex you could kick some butt with Adapt.

Thanks, it was a nice win.
 
Make sure everything is always in writing.
Always be polite, as those moments with customers can really test your nerve and patience on any given day.
You are going to run into customers like that at some point.

The difference in price among detailers is subjective.
If you charge more, make sure to educate the customer on the differences in quality, vs what the other guy is doing.
I never recommend backing off an agreed upon price.
However, it can be reasonable to offer more services to an unhappy customer at no additional charge.
You may not profit, but maybe you don't lose the customer long term, and maybe you save yourself a bad review.
 
Just remember...a happy customer tells two people....an unhappy customer tells 200
 
vanev said:
Make sure everything is always in writing.
Always be polite, as those moments with customers can really test your nerve and patience on any given day.
You are going to run into customers like that at some point.

The difference in price among detailers is subjective.
If you charge more, make sure to educate the customer on the differences in quality, vs what the other guy is doing.
I never recommend backing off an agreed upon price.
However, it can be reasonable to offer more services to an unhappy customer at no additional charge.
You may not profit, but maybe you don't lose the customer long term, and maybe you save yourself a bad review.
Click to expand...

Great advice TY!
 
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