Is this really how to treat customers?

Status
Not open for further replies.
StephenK

StephenK

New member
Joined
Jul 23, 2006
Messages
1,589
Reaction score
0
This is was some emails between me and a detail shop in my area. I removed the shops name. And with this being copied and pasted straight from email the first email sent to them is at the bottom so you will have to read from bottom to top. I do not belive i said anything wrong. The questions i asked would be questions i would welcome any possible customer to ask me. I was just trying to see what competition i am gonna be going against in my area.

Mike 3/19/16 Keep this message at the top of your inbox
To: steve keef

Steve you seem like somebody that's very anal retentive I don't think I can ever get your car clean enough go somewhere else. Have a nice day.



> On Mar 19, 2016, at 5:15 PM, steve keef <[email protected]> wrote:
> am just trying to get an idea of your work quality. Pictures can hide alot. What machine, pads and products do you use> Checked out your Facebook page only before and after pics are the interior and bed liner of a truck. And nothing on your website

> -----Original Message-----
> From: "Mike"
> Sent: ‎3/‎19/‎2016 4:48 PM
> To: "steve keef" <[email protected]>

>
> Steve I'm trying to be accommodating check out the website

>
> On Mar 19, 2016, at 4:37 PM, steve keef <[email protected]> wrote:
> In that order? And you are using a rotary buffer


> From: Mike
> Sent: ‎3/‎19/‎2016 4:35 PM
> To: steve keef
> clay bar, then carnuba wax applied and high speed buff....


> On Saturday, March 19, 2016 4:34 PM, steve keef <[email protected]> wrote:
> Compounded, polished and wax? Or just a 1 step polish then wax? Or just an All In One product?

> From: Mike
> Sent: ‎3/‎19/‎2016 4:33 PM
> To: steve keef
> full wax and buff windows wheels tires wheel wells engine compartment.

> On Saturday, March 19, 2016 4:26 PM, steve keef
> What is done to the exterior

> From: Mike
> Sent: ‎3/‎19/‎2016 4:24 PM
> To: [email protected]
> go to facebook
> look up motors auto detail
> all the before and afters and for 175.00 you get the full exterior and interior and engine package.
> details are on the facebook page.
> mike


> Name: steve k
> What is included in your full detail for $175? And do yiu have any before and after pivtures of your work
 
I think he smelled you when you asked what kind of machine, pads & products he uses.. Yup.
Think about it, how many real customers ever asked you that? And did they both know what the heck your answer to those questions were + hire you for the detail?:)
 
If a random customer ever called me wanting to know if I used a rotary or if I used a DA, and what kind of pads I used... My 1st thought would be.. Ok, if this guy knows all this, why the heck isn't he doing it himself? Lol.
 
But as a business owner or customer service rep i would have still answered the questions properly. Maybe i was a customer that wondered why prices are so "high" for details that i searched it and educated myself. But did not think i could do it myself. Then again i could be exactly what i am. A detailer checking out his competition. Either way his replies do not show much confidence in his services
 
I don't think you'll have much competition from him if he's calling all his customers anal retentive lol
 
Eldorado2k said:
I think he smelled you when you asked what kind of machine, pads & products he uses.. Yup.
Think about it, how many real customers ever asked you that? And did they both know what the heck your answer to those questions were + hire you for the detail?:)
Click to expand...
I agree. He didn't want to play games. When someone starts asking me questions like that I tell them come watch me work. I have nothing to hide. I just do it on the weekends in the nice weather so I'm filled with appointments all summer and tell them I'm not looking for a hassle as my plate is full enough anyway.
 
StephenK said:
This is was some emails between me and a detail shop in my area. I removed the shops name. And with this being copied and pasted straight from email the first email sent to them is at the bottom so you will have to read from bottom to top. I do not belive i said anything wrong. The questions i asked would be questions i would welcome any possible customer to ask me. I was just trying to see what competition i am gonna be going against in my area.

Mike 3/19/16 Keep this message at the top of your inbox
To: steve keef

Steve you seem like somebody that's very anal retentive I don't think I can ever get your car clean enough go somewhere else. Have a nice day.



> On Mar 19, 2016, at 5:15 PM, steve keef <[email protected]> wrote:
> am just trying to get an idea of your work quality. Pictures can hide alot. What machine, pads and products do you use> Checked out your Facebook page only before and after pics are the interior and bed liner of a truck. And nothing on your website

> -----Original Message-----
> From: "Mike"
> Sent: ‎3/‎19/‎2016 4:48 PM
> To: "steve keef" <[email protected]>

>
> Steve I'm trying to be accommodating check out the website

>
> On Mar 19, 2016, at 4:37 PM, steve keef <[email protected]> wrote:
> In that order? And you are using a rotary buffer


> From: Mike
> Sent: ‎3/‎19/‎2016 4:35 PM
> To: steve keef
> clay bar, then carnuba wax applied and high speed buff....


> On Saturday, March 19, 2016 4:34 PM, steve keef <[email protected]> wrote:
> Compounded, polished and wax? Or just a 1 step polish then wax? Or just an All In One product?

> From: Mike
> Sent: ‎3/‎19/‎2016 4:33 PM
> To: steve keef
> full wax and buff windows wheels tires wheel wells engine compartment.

> On Saturday, March 19, 2016 4:26 PM, steve keef
> What is done to the exterior

> From: Mike
> Sent: ‎3/‎19/‎2016 4:24 PM
> To: [email protected]
> go to facebook
> look up motors auto detail
> all the before and afters and for 175.00 you get the full exterior and interior and engine package.
> details are on the facebook page.
> mike


> Name: steve k
> What is included in your full detail for $175? And do yiu have any before and after pivtures of your work
Click to expand...

He made you out when you started asking about what machine and pads he uses. Still, he should of answered the questions. I have a side detailing business and if you asked me, I could answer each question very easily. With that said, I never had a customer ask which pads I used or specifically what machine do I use.
 
To be honest, I would think I'd be able to sniff someone out real quik.. And once I got the impression that's what was going on, I'd be a bit bothered by it.. Why? 1st of all he could've just been honest. If he's a new guy looking to do his due diligence, then I'd respect him alot more for being upfront and honest. Heck, maybe I'd offer a bit of advice. I sure would appreciate if a knowledgeable detailer in my area would be kind enough to do the same. [wouldn't we all]?

2nd of all, Ain't got no time for some jive talker I can see right through.😏lol.

I haven't tried.. But I have thought about calling a detailer or 2 in my area to find out what the going prices are myself.. However, I think there's a much better way to approach them. I won't give my idea, because if I do, we'll have loads of people calling other people across the country with the same bogus story.. And that's no good. Lol.
 
Not very good customer service. Obviously he's very defensive and feels insecure. People ask me questions all the time about what I do, and it's a process to figure out if they are just ignorant and want to know or if they are somewhat knowledgeable on the subject and want detailed info. I'd never talk to a patient in that way.



(Sent via my mobile device)
 
You weren't a real customer and didn't come across as a real customer.

I give the guy props for flushing you out and not wasting anymore time.

And, his last post got rid of you for good in a rather decent way. I don't see a problem.
 
ducksfan said:
You weren't a real customer and didn't come across as a real customer.

I give the guy props for flushing you out and not wasting anymore time.

And, his last post got rid of you for good in a rather decent way. I don't see a problem.
Click to expand...

:iagree: :dblthumb2:

Thanks for calling a spade a spade. He was trolling the guy and wasting his time.
 
So.... Ok, I run a boutique service from my home, like a lot of us do. The other day, a young fella 2 towns away from me noticed by Beeds sticker on my car. Made it a point to say hello and asked if I liked it and gave me a card( he does about what I do, just not to the level of ocd that I do.) I gave him a card and we talked a bit, instead of us feeling threatened by each other, I think I have made a friend, that in the future we may work together, or at least bounce ideas off of each other. I have since given him some Blacklight, and text back and forth. There are several brick and mortar shops that cater to the 95percent of the population that I don't cater to. I have a really good idea what they do, and what they use. I would never on purpose, call or email "trying to call them out" if you will, to get an idea of what they use. You know damn well about what they do for $175, you are on here enough to figure it out. I think you acted inappropriately.
 
If you were really a customer you should explain to him that you do this as a hobby, but if your just some noob detailer who cant come up with your own price list and process, you got off easy.
 
Billy Baldone said:
I think you acted inappropriately.
Click to expand...


I like what you wrote in your post.. It's good to be able to meet likeminded people as good things can come from meeting good people.

As far as calling what he did inappropriate, I don't know if I'd think that.. Reason being, he asked an important question as far as wanting to know whether other people in the area "aka the majority" still use rotary or if they're at least living in modern times of detailing. Finding that out alone could be a huge selling factor and confidence booster for him, or any of us. However, it's such a touchy question to ask, because once you ask a detailer such a specific question like that he should be able to smell something's funny.
 
So how do you guys figure out what type of competition you are up against? I seen his post on Facebook and instead of going public where all his customers could see i went private with him. He did not know if i was a mystery shopper, someone looking to improve his quality, or what i was. Either way he could not or would answer the questions. And its shops like that that makes everyone think details can be done in 2-3 hours for cheap and make it harder for high quality shops to start up or even stay open. Weather i think i was being trolled or not if i was contacted through business email or phone number i am gonna answer the questions. If it is a troll then they will know i am a high quality shop. If its a real customer then i just boosted their confidence in picking my shop.
 
He was mean, but I think he was on to you, asking what pads machine and polishes he was using at once he got suspicious lol.

So my guess is he kinda was on to you that you are a competitor!

And if he is that mean, that's better for you !
 
StephenK said:
So how do you guys figure out what type of competition you are up against? I seen his post on Facebook and instead of going public where all his customers could see i went private with him. He did not know if i was a mystery shopper, someone looking to improve his quality, or what i was. Either way he could not or would answer the questions. And its shops like that that makes everyone think details can be done in 2-3 hours for cheap and make it harder for high quality shops to start up or even stay open. Weather i think i was being trolled or not if i was contacted through business email or phone number i am gonna answer the questions. If it is a troll then they will know i am a high quality shop. If its a real customer then i just boosted their confidence in picking my shop.
Click to expand...

You don't need to worry about it.

What I did was check out my competitors prices to see if I was in the ballpark. Aside from that - I don't care in the least about what they do. It's a waste of time.

I have to agree with the others. Seems like you got found out.
 
StephenK said:
He did not know if i was a mystery shopper, someone looking to improve his quality, or what i was. Either way he could not or would answer the questions. And its shops like that that makes everyone think details can be done in 2-3 hours for cheap and make it harder for high quality shops to start up or even stay open.
Click to expand...


Ok you lost me... In the free world of being an independent detailer, or even running your own shoppe, there's no such thing as "mystery shopper" And do you mean improve your quality or his? Because if you're looking to improve your own quality, then that's where the scenario of you coming across with the honest truth comes into play..

How do we find out about the competition without raising a red flag when we phone them? Use my approach, but I'm not giving it away. Lol.
Simple friendly communication really. That's all there is too it. Think of a way/story that would be completely legit. That way they'll never have a reason to doubt you're a potential real customer. It starts with coming across as honest towards them.
 
Status
Not open for further replies.
Back
Top