How to deal with "that" customer

DMDLOUISVILLE

DMDLOUISVILLE

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So I detailed a car a few days ago for an older gentleman. It's a 2013 f150 and IMO it looked almost flawless, a few light imperfections, I did a minor paint correction on it. I topped it with a wax that he wanted me to use, Megs. High-Tech Yellow Wax. He LOVED it when he saw it the first day and I received a call today saying it looks rough and I texted him and said I wasn't able to speak on the phone right now what looks rough and never received a call back. Thoughts on this?
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Ball is in his court at the moment. Not much you can do until you hear back from him
 
Call him back and ask him what he means about the paint being rough. Then go from there
 
Probably read somewhere that after claying and detailing surface is silky smooth.
 
Being from the KY area, I hardly ever use a wax this time of year unless the car is a garage queen or it sleeps in the garage at night. Any wax, especially the Meg's 26, will attract a lot of pollen, and I mean a lot. I bet his truck is covered in pollen now because the wax is attracting it. The truck being black doesn't help either. I would wait to hear back from him and if you notice that it is pollen then I would just explain it to him and offer to wash the truck again. Happy customers means many more customers and a quick wash doesn't take much time.
 
Kengo123 said:
Call him back and ask him what he means about the paint being rough. Then go from there
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:iagree:

Calling him back will show him that you car about him his car and his business and could, mean his repeat business.
 
Follow through. The ball is in YOUR court so contact him immediately. Get in touch with him and go see the truck yourself.
 
Sounds like that phone message was a little rushed.

Was he complaining that you missed something? He could be saying it looks rough, now. Something might have got on the paint since you detailed it. He might know that.

He might not be "That" customer.

Happened on my truck a few months ago. Within a week it got some type of debris on the tailgate that I could only remove with clay.

Call him.
 
He probably thinks you blew him off since you sent him a text and said you didn't have time to talk to him, though you had time to text him. He's your customer and the owness is on you to follow up with him and find out what the issue is, not him to track you down. I've been a commissioned sales rep for 25 years and would never text a customer, at least not in my business. And whenever their is an issue I call them to speak to them directly, I don't email them. Texts and emails are impersonal and they can be taken the wrong way. I always say, it's not how you preceive it, it's how they receive it. Chances are pretty good that him being an older gentlemen he was really put off by a text. The good news is you can still fix it. Call him and keep calling him until you get him live and tell him you'd like to meet him and inspect the vehicle. Last thing you want is this guy telling two friends etc that you don't care about your customers.
 
I am also of the opinion that you should follow up with him. I want EVERY customer happy with what they get from me and if even the slightest thing bothers them so soon after my work i certainly want the chance to either fix it or explain what he is seeing.

I want, at ALL cost, a happy customer who will not only return to me but will speak highly to others about my service.
 
Man up....he is your customer. ...if you don't take care of him someone else will.
 
custmsprty said:
He probably thinks you blew him off since you sent him a text and said you didn't have time to talk to him, though you had time to text him. He's your customer and the owness is on you to follow up with him and find out what the issue is, not him to track you down. I've been a commissioned sales rep for 25 years and would never text a customer, at least not in my business. And whenever their is an issue I call them to speak to them directly, I don't email them. Texts and emails are impersonal and they can be taken the wrong way. I always say, it's not how you preceive it, it's how they receive it. Chances are pretty good that him being an older gentlemen he was really put off by a text. The good news is you can still fix it. Call him and keep calling him until you get him live and tell him you'd like to meet him and inspect the vehicle. Last thing you want is this guy telling two friends etc that you don't care about your customers.
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Good post, and perhaps being an advanced age the concept of texting isn't fully understood by the customer. My parents have owned a cell phone for a few years now and still struggle with it.
 
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