Know it all customers

[ExpressDetail]

How do you deal with customers that think they know the best products and equipment to use?

 

[Ted S.]

Ask them what qualities the product has that appeals to them. Then carefully come up with an explanation as to why you use the products you use rather than their favorites. Be gentle with them; everyone has a favorite brand, and most people are very narrow minded. Educate them on the benefits of yours vs. theirs.:xyxthumbs:

 

[C. Charles Hahn]

I don't mind know-it-all customers unless they're dead wrong.

That said, I agree with Ted.

 

[buddhadog]

If they want you to use their products ,Im open to it . Its a great way to try out new products for free.

Only a couple times Ive declined because the products were poor quality .

 

[Phinox]

I have to deal with this problem alot at my collision shop. people ask me what brand paint i use. Then ask why or say i should be using brand x because its the best on the market. I politely point out that the product i use is used by many car makers is just as good in quality and that i have been using this paint brand for years and it is cheaper then brand X. Which means i don't have to charge them as much for supplies so they get a cheaper price.

 

[sensi09]

I'm not a detailer, but as consumer, I like to be informed before making a purchase of most any product. If someone can help educate me during the buying process, even better.

 

[MDetail]

They could possibly get in the way, but maybe you could turn it around and educate them on your process and why it is better.

 

[PAR Detailing]

I havent run into that yet, but I would just explain why I like my products and tell them that I would be happy to try theirs out but because I am comfortable with my products and know how they work I may go back to mine.

A certain wax or paint sealant they like doesnt bother me. If they insist on me using their wax that is fine by me but everything else I will always reserve the right to go back to my own products.

 

[Flannigan]

I just tell them if they aren't happy with the way it comes out with my products then I will do it again with theirs. I've never had to re-do anything so I guess that’s good.

The only time the know-it-alls get to me is when talking before the detail. They want to layout exactly how I am going to do something. So I just politely tell them that they are paying me for my services, not paying me to be bossed around by them. If I wanted that I would go work at a local car wash.

 

[land]

I have had customers try that. I have told them the story where i used someone elses stuff and it failed. I will do a test spot theirs and mine.Some of my high end customers have some pretty good stuff so I will want to try.

 

[CrownKote]

I have had a few of those custoers and honestly it doesn't bother me much I am a fairly passive/assertive person so I can let them roll off my back...

I do love it when they request that I use their waxes when this happens I usually end up asking them if I can do half of the car in their stuff and the other in mine... Most of the time they are agreeable but ask will it look different? I generally tell them that they may be able to see a slight difference but not all of the time.

I did this once and I had a guy bring me some TW I swear the stuff had to be OLD but I used it on the passenger side... I coated the other side with Col 845... 2 months go by and he called to set up an apt because the TW had stopped beading and had kinda dulled... He said "Use your stuff please I love the way I just need to hose the car off then blow it dry! I have never seen that before!"

 

[SeaJay's]

I have run into this several times. Usually it's the "well I use nothing but meguairs do you have any of those products?" So, I explain what I typically use and why. I let them know that if they prefer for me to use only the brand of products they like then I can do so. But explain some of the benefits of other products as well. In the end it's the customer's car and if they want me to use brand X over brand Y for their ride, that is fine with me.

I just don't like being told how I should detail their car. Product recommendation or preferences is one thing but techniques and processes are another.

 

[CrownKote]

I just don't like being told how I should detail their car. Product recommendation or preferences is one thing but techniques and processes are another.

SO TRUE!!!! That is why my customers (I know not everyone is in a brick and mortar and a lot have to go to the customer's house) are not allowed in the "shop" area...

 

[ExpressDetail]

Well I have a customer with a Black Skyline. It has around 11k on it and is pretty close to some of the worst swirls I have seen. The customer calls me and says paint is oxidized. I get there and it is heavy swirls, I than play the listen game. He states the swirls are not from him but he is using a brush that he said is nylex and a chamois. He either owns or runs a company that sells these nylex brushes and some detailing products. I am kind of stuck. Seems like a great guy but stuck on what he knows. I told him I use the Swissvax Waschpudel Luxury Wash Pad and he did not seem keen on that.

What is your opinion on the nylex? I don't know what to say because I personally have no experience with this type of brush. But the paint looks so bad that it appears to be from a brush.

 

[CrownKote]

Well I have a customer with a Black Skyline. It has around 11k on it and is pretty close to some of the worst swirls I have seen. The customer calls me and says paint is oxidized. I get there and it is heavy swirls, I than play the listen game. He states the swirls are not from him but he is using a brush that he said is nylex and a chamois. He either owns or runs a company that sells these nylex brushes and some detailing products. I am kind of stuck. Seems like a great guy but stuck on what he knows. I told him I use the Swissvax Waschpudel Luxury Wash Pad and he did not seem keen on that.

What is your opinion on the nylex? I don't know what to say because I personally have no experience with this type of brush. But the paint looks so bad that it appears to be from a brush.

In this instance I would state "I do not feel comfortable using a product on any customer vehicle that I have never used before. maybe some time I can use it on my own vehicle and see how I like it but because of my time restraints today I can't do that this time around"

That should appease him and let him know that you are game to possibly try it out "sometime" but you can't today...

 

[rwright]

I'm not a detailer, but as consumer, I like to be informed before making a purchase of most any product. If someone can help educate me during the buying process, even better.

This is very similar to Ted's post and I agree with the both of you. Education of the process and products is the key to an excellent outcome.

I just don't like being told how I should detail their car. Product recommendation or preferences is one thing but techniques and processes are another.

The part of the conversation that I enjoy is when I ask them to explain the purpose of their technique and what the product is actually doing. Stick with the conversation and continue to take it to a more technical direction and see how long it lasts before they give in. Who knows, maybe the customer actually knows their stuff but they are just too lazy to do the process and want you to do it?

I've been looking for an assistant for when I do aircraft. The first person I spoke to owns a DeWalt 849 and performs paint correction so I thought this would be a great start. Well the more I talked with the guy, he didn't know what model DeWalt polisher he owned, couldn't tell me anything about the pads other than he gets them from a local supplier, and the polishes he uses are from the supplier as well but knows nothing about them. This is a case where a guy understands the process involved but has no product knowledge, or at least that's the way he comes across.

 

[FUNX650]

How do you deal with customers that think they know the best products and equipment to use?

For argument sake and purely hypotheticals:

For years I thought a detail was: an exterior washing/drying, polishing/waxing, interior vacuum/wipe-down, put on some tire shine process with OTC products.... but lately, with our economy/my financials, coupled with high vehicle prices, I, along with many of my friends, have decided to take better care of my vehicles and don't mind spending a little more to achieve better/best results. As such, I've sought out different approaches for stated "better care".

With that in mind...I have either brought my vehicle to you and your place of business, or you have come to me, for a diagnosis of the vehicle's exterior/interior condition and what correction(s) you deem is/are necessary. Also, the cost and the time allowance of those correction(s) will, of course, be discussed.

After I have suggested what I think that the best products/equipment would be in detailing my vehicle, I would hope, and expect, that you will explain why my suggestions are: either not correct, then followed by a brief explanation of why your products/equipment selection would be better. You may also interject some homilies such as: One doesn't (or shouldn't) instruct Dentists, Surgeons, etc. on their professional roles, and that you, also being a professional, expects the same courtesy.

After closely studying our bantering I take one more stab at defending my position:

I inform you that....A few weeks ago I had the privelege to journey to Florida and visit the AutoGeek's Studio and have Mr. Mike Phillips do an actual hands-on complete in/out/under correction to my vehicle---using various products/equipment of his choice. He even allowed me to try my hand at it, showed me what I was doing incorrectly, and afterwards, of course, Mr. Phillips easily corrected those attempts of mine.

[Knowing full well that this was a once in a life-time event]...With Mr. Phillips permission, I dutifully took photos, extensive notes, listed all the various products/equipment used.....and then cut a check (very sizeable, but very deserved, I may add) for services rendered.

I then ask you: Ever hear of this detailer? If so, would you then say/think that my selection on products/equipment that I think are the best is now unfounded? I'm full of whatever? What about any other of America's Top Ten Detailers? Or would these Pros also be full of whatever?

{You may inquire of me and disclose: How did you find out about my services? You must already know that I have 10 years of detailing experience; I'm fully insured; I am in compliance/follow all Federal, State, and Local laws; and I do not use Turtle Wax or ArmorAll products! That my vehicle would be treated as if it were yours. Trust me.}

Then again, you may not choose to do so.

But, realizing I will never have another "once in a life-time" experience, I may acquiesce, placing what I perceive as trust in your abilities to detail my (and my friends) vehicles. Perhaps you would raise no objections to that arrangement.

I am truly interested in your responses to the above scenarios. Thanks.

Bob

 

[CrownKote]

For argument sake and purely hypotheticals:

For years I thought a detail was: an exterior washing/drying, polishing/waxing, interior vacuum/wipe-down, put on some tire shine process with OTC products.... but lately, with our economy/my financials, coupled with high vehicle prices, I, along with many of my friends, have decided to take better care of my vehicles and don't mind spending a little more to achieve better/best results. As such, I've sought out different approaches for stated "better care".

With that in mind...I have either brought my vehicle to you and your place of business, or you have come to me, for a diagnosis of the vehicle's exterior/interior condition and what correction(s) you deem is/are necessary. Also, the cost and the time allowance of those correction(s) will, of course, be discussed.

After I have suggested what I think that the best products/equipment would be in detailing my vehicle, I would hope, and expect, that you will explain why my suggestions are: either not correct, then followed by a brief explanation of why your products/equipment selection would be better. You may also interject some homilies such as: One doesn't (or shouldn't) instruct Dentists, Surgeons, etc. on their professional roles, and that you, also being a professional, expects the same courtesy.

After closely studying our bantering I take one more stab at defending my position:

I inform you that....A few weeks ago I had the privelege to journey to Florida and visit the AutoGeek's Studio and have Mr. Mike Phillips do an actual hands-on complete in/out/under correction to my vehicle---using various products/equipment of his choice. He even allowed me to try my hand at it, showed me what I was doing incorrectly, and afterwards, of course, Mr. Phillips easily corrected those attempts of mine.

[Knowing full well that this was a once in a life-time event]...With Mr. Phillips permission, I dutifully took photos, extensive notes, listed all the various products/equipment used.....and then cut a check (very sizeable, but very deserved, I may add) for services rendered.

I then ask you: Ever hear of this detailer? If so, would you then say/think that my selection on products/equipment that I think are the best is now unfounded? I'm full of whatever? What about any other of America's Top Ten Detailers? Or would these Pros also be full of whatever?

{You may inquire of me and disclose: How did you find out about my services? You must already know that I have 10 years of detailing experience; I'm fully insured; I am in compliance/follow all Federal, State, and Local laws; and I do not use Turtle Wax or ArmorAll products! That my vehicle would be treated as if it were yours. Trust me.}

Then again, you may not choose to do so.

But, realizing I will never have another "once in a life-time" experience, I may acquiesce, placing what I perceive as trust in your abilities to detail my (and my friends) vehicles. Perhaps you would raise no objections to that arrangement.

I am truly interested in your responses to the above scenarios. Thanks.

Bob

Very good post! Bob, You do need to wright a book of some sort... lol...

 

[FUNX650]

Very good post! Bob, You do need to wright a book of some sort... lol...

Thanks for your kind words---Though, I would dare to say that: To some of the more well-known book critics, any publication of mine, in their opinion, would illustrate my creations to be of "comic book" stature.

Bob

 

[silverfox]

It's an invalid argument...if all it takes to get show car results is buying the best products and equipment...we'd all be millionaires.

When I do a car (so far its just a nice extra-cash hobby), I charge for my knowledge and getting results...not just covering my product costs or my time. Example...if I can remove a 14" keyed door scratch and it only take 45 minutes to do it (versus a body shop charging $1750 to repaint the door)...I'll charge $250 and the client will be overwhelmed with gratitude. (I don't tell them it only took me 45 minutes to both wet sand, and use $1.00 worth of actual chemical...Megs D300).

People will pay nicely for your knowledge and getting results...not for what fancy chemicals and time you put into it (at least that is how I look at it)