Lost a long time customer...just a funny story.

garyg7133

garyg7133

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If you've seen my FB page, there is a particular car that shows up quite a bit. Not going to mention it because I know he occasionally looks at forums. Toward the end of last year, the weather was very uncooperative and we tried to reschedule a regular wash a couple of times. In the end, we never got around to it because it finally was just too cold to do outdoors. (The perils of being mobile).
During one of my trips to his house last year, he mentioned that another detailer had been working in his neighborhood and had this product and that product and every gimmicky thing under the sun ("detailing squeegee" anyone?). My response was simply that I know of a few guys in my area who do great work, but I let my work speak for itself and I use products that are proven and work for me. He seemed a little obsessed with what the other guy was doing and I figured sooner or later he was going to try "the other guy". Haven't heard from him since we last tried to reschedule and was thinking of reaching out to him....until 2 days ago...
I walked into the supermarket and turn into one of the aisles and there he is with his wife. I was about to say hello when he saw me and literally turned around and walked away so quickly he was practically running. Even left his wife behind. This is a customer who I would literally squeeze into my schedule even if I really didn't have time because of how meticulous he was with his car.
Losing the customer doesn't bother me so much because I feel like in this business someone will always come along offering bells and whistles or a lower price, but was the hauling a** away really necessary? There was never any kind of falling out or disagreement and I had ALWAYS bent over backward for the guy....
 
I guess the guy was just embarrassed ahead of time expecting you to ask him when he wanted to reschedule that wash. I'm guessing he's not much of a people person, otherwise he'd have just blown you off with a "I'll get back to you on that".
 
I think SA is right. Don't take it personally. Some people are always thinking the grass is greener on the other side and have to try it for themselves if only to satisfy their curiosity. I have to admit I've been that way with mechanics at times. Scheduling work with a new shop just to see how they handle the work.

Chances are he'll be back once he realizes the other guy isn't doing a better job and probably isn't as flexible as you've been. Just act like nothing ever happened to minimize his embarrassment and he'll be an even better customer.
 
DOn't take it personally .After leaving you the way he did he could not look you in the eye . It is on him .Seems like you treated him fairly . He did not treat you fairly and he knew it .
 
Oh I treated him MORE than fairly. I gave him a really good price on all of the work that I did for him because he was not only a good customer, but seems like a decent guy and always seemed to have work for me. I'm not mad or anything, I just thought the way that he handled that particular situation was funny....and I seriously doubt the new guy is going to put forth the effort that I did to fit him in on short notice.
 
Learned a long time ago no matter what the business we will loose customers for a variety of reasons. Latest and greatest was obviously more important to this guy than service and consistency. Judging by his reaction when he saw you he feels bad for leaving. Sad part is when he realizes his mistake may be to ashamed to come back.
 
This might be the case of undervaluing your work. I used to do a lot of freelance graphic design and found out that the worst clients were the ones that you gave discounted rates. They would constantly be making changes since it wasn't costing them that much. The people who pay more have a better appreciation of how valuable your time and talent is.
 
Interesting thought on that. There were times that I though I was working a little too cheaply but then he'd hand me his wife's car for a full service or his daily driver for full service. Oh well. I have a full card for this weekend so hopefully his guy is doing right by him...
 
It forever comes back to customers not really fully understanding what a detail is.
Most really think detailing is a glorified car wash.

So, the next guy comes along with the magic product and "details" the car in half the time, and charges half as much.
Customer thinks he is getting a bargain, when what most usually get is a car with a few thousand dollars in damages.

He will be back.
Count on it.
 
This is a perfect example why I don't get involved in washes.Dont sweat it,your better off without him he is a coward.
 
Guess who called ..... guess the other guy didn't work out.
 
I had a customer few years ago who would use me about 3 times a year for each of his cars. He had 6 cars, all BMW/Merc. I used to deep clean the interior/ clay and polish the exterior. I made good money from him, however i lost him once he learned how to properly wash his own cars and not cause swirls.
 
They just don't teach people how to relate face-to-face like they used to. Passive-aggressive behavior is PC these days; until it works against some of the weak-minded who will satisfy their pride and ego before they every consider apologizing for bad behavior.

I run into this in IT all of the time. It's funny and sometimes hard to maintain a level of professionalism about some situations, but in the end you win every time no matter the outcome.
 
GenesisCoupe said:
I had a customer few years ago who would use me about 3 times a year for each of his cars. He had 6 cars, all BMW/Merc. I used to deep clean the interior/ clay and polish the exterior. I made good money from him, however i lost him once he learned how to properly wash his own cars and not cause swirls.
Click to expand...

I had experienced this, sometimes its not good to over educate the customer that they dont need you anymore.
 
If that had been the case, I wouldn't have even had a problem with it. Most of my customers don't really care WHAT I'm using as long as it looks good. Not that I really have a problem with it because if New Guy didn't even last 1 season....
 
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