Post Detail Question: Paint / Clear Coat: 2008 Lexus GS350

[vanev]

Yesterday, I detailed a 2008 Lexus GS350.
(Sorry, I did not take pictures).

Detail consisted of:
- Complete interior detail.
- Exterior Decontamination steps included:
De-grease, De-bug, De-tar, Steam clean.
- Exterior wash and clean using distilled water and a rinseless wash solution.
- Clean and dress tires, wheels, and wheel wells.
- Finish with Meg's D156 Spray Wax.

In the conversations with the customer leading up to the detail, she expressed that the paint feels like sandpaper to the touch.
She initiially stated she wanted the works for her car.
Clay bar, polish, wax, etc....
I discussed the price points on the detail packages I offer to make that happen.
Ultimately, the price point she was interested in did not match her request.
We ended up agreeing on a price point and what services would be completed.

Upon inspecting the car, the car was blanketed in pollen and dust, and I was pretty sure the sandpaper feel was a result of that.
I have detailed countless cars that have that sandpaper feel to the touch.
All things being equal, I have always been able to make the paint/clear coat smooth to the touch without paint correction.
Not this one.

When the detail was complete, the car looked great.
Everything was great except the clear coat still had the same sandpaper feel to the touch.
I would say that sandpaper feel was not any better after the detail. than before the detail.
I would describe the feel as a very fine sandpaper, 3000 grit maybe.

The customer did not seem happy that after hours of me detailing her car, the same sandpaper feel was still present.
Matter of fact, she seemed very grumpy and even disappointed with that fact.
I could see it in her face.
I was paid well for the job and even tipped well, but I got the sense that the customer was disappointed.
The customer's main focus was getting rid of that sandpaper feel.
She mentioned, and was the first one to bring up the subject of, a Clay Bar process.
For the price point we agreed upon, Claying the car was just not on the table as an option.

- More info:
The pollen in the immediate area was among the worst I have ever seen.
Matter of fact, after I decontaminated and washed the exterior, and cleaned all the glass, I then went to do the tires, wheels, and wheel wells.
After an hour of doing the tires, wheels, and wheel wells, the car was completely covered in pollen again.
Of course, this was the moment when the customer came out to inspect the progress of my work. Oh brother!
I washed the car again, cleaned the windows again, and then hit everything with the D156.

Questions:
- Anyone experience something like this, and possibly with this specific car make and model?
- Thoughts, suggestions, advice?

 

[Mike lambert]

You did not decontaminate the car. Not your fault, if she did not want to pay for that.i would have explained that that was a needed step if she wanted to make the paint smooth. If they can't afford the proper steps, what can you do other than free work?

 

[Mike lambert]

You also could be dealing with overspray and this time of year tree sap. I do a ton of Lexus, have seen overspray from the bumper guy who sprays outside on the dealer lot. You did what she could afford but maybe she just did not fully understand?

 

[WRAPT C5Z06]

Why did you not explain to her the claying would be mandatory to remove the sandpaper feel?

 

[04accord]

yeah I think claying would have definitely been necessary. Did the D156 not make the paint feel any smoother though? I would think it would feel at least a little smoother afterwards.

 

[AGOatemywallet]

I would have taken 30 seconds to clay a small section, with the Owner standing by to feel the difference "Baggie Test".

 

[vanev]

You did not decontaminate the car. Not your fault, if she did not want to pay for that.i would have explained that that was a needed step if she wanted to make the paint smooth. If they can't afford the proper steps, what can you do other than free work?
You also could be dealing with overspray and this time of year tree sap. I do a ton of Lexus, have seen overspray from the bumper guy who sprays outside on the dealer lot. You did what she could afford but maybe she just did not fully understand?

Thank you Mike for your input.

Why did you not explain to her the claying would be mandatory to remove the sandpaper feel?

I did.
I originally agreed with her assessment, based on her description, that the best way to approach the vehicle was a complete decontamination, followed by polishing (possibly compounding as well) and waxing.
She was not interested in paying the $275 quoted.
I was willing to drop the price to $225 because I often offer price breaks for new customers.
I also offer one free follow up maintenance detail on every detail package I offer.
She was not interested.

I went over the clay bar process with her and was willing to reduce my prices again for the same reason.
She was not interested in paying the claying process price, even at the reduced rate.

The car has been previously detailed by another professional.
Who it was and what they charge, I have no idea.
I would bet they are much cheaper than I am, and probably include a one step AIO polish for much cheaper.

yeah I think claying would have definitely been necessary. Did the D156 not make the paint feel any smoother though? I would think it would feel at least a little smoother afterwards.

No.
I thought it would, but it did not make the paint/clear coat feel any smoother.
There was no noticeable difference to the touch at all.
I also did two applications of the D156 to everything, and still nothing.

I like D156 quite a lot.
The quality for the money is excellent, especially when sold right here at AutoGeek.
I don't love the product like other professional detailers do.
As a stand alone spray wax, I would not say it is the best spray wax out there, but on price point alone, it is probably the best spray wax for the money.

The customer has a free follow up maintenance detail coming in the next 45 days.
At that time, I will possibly perform a more extensive decontamination process including Iron-X.
I will also use a different (and off the shelf) spray wax that has never failed to deliver a silky smooth touch when applied.

 

[Eldorado2k]

You should've cleaned the wheels & tires 1st. Lol

 

[custmsprty]

Perhaps you could have taped off a 12" x 12" area and demonstrated the clay bar process and that may have helped you up sell her to have that step performed. Did you do the baggie test? Did you show the customer the baggie test?

I had a sales manager years ago who always told me "presentation without demonstration is nothing more than conversation".

 

[Eldorado2k]

I had a sales manager years ago who always told me "presentation without demonstration is nothing more than conversation".

That's a good 1

 

[Mike Honcho]

i would have taken 30 seconds to clay a small section, with the owner standing by to feel the difference "baggie test".

winner!!!

 

[GSKR]

I personally think if the customer is calling for vehicle enhancement by detailing,you should of clayed the car.even if she griped about the extra 30 bucks extra you still should do it.now at the end of all that confusion and work she is not happy.I dont see any paint improvement polishing other than 156, so for 200 dollars you used a spraywax if I'm reading this correctly.now you want to go back after 45 days to do it right,this makes no sense my friend.I think you need to sit down and figure out a selling strategy.stop juggling prices and stick with 3 simple and clear detail packages.you should of clayed it is all I have to say,and now lost a unhappy customer.

 

[GSKR]

Even if she can't afford the clay extra step,you should just eat it and leave there knowing you did the right thing.keeping customers happy and coming all the time is the name of the game.am I saying do stuff for free every time no.keep the customer happy and you will be memorable for the next service do.fyi drop that free maintenance wash your losing right there.

 

[Ebg18t]

In all honesty i believe you need to 'show' versus 'tell' consumers. Unless you are one of the few that can really paint the picture for the consumer, you would be better off showing them what you mean.

With detailing, a test spot is key. Take the test spot, clay it and 'show' them the difference. They will be able to see and feel the difference.

Based on your explanation the clay step was probably the most important thing she needed.

A paint surface with that many contaminants, the wax you applied isn't going to last all that long.

 

[vanev]

I personally think if the customer is calling for vehicle enhancement by detailing,you should of clayed the car.even if she griped about the extra 30 bucks extra you still should do it.now at the end of all that confusion and work she is not happy.I dont see any paint improvement polishing other than 156, so for 200 dollars you used a spraywax if I'm reading this correctly.now you want to go back after 45 days to do it right,this makes no sense my friend.I think you need to sit down and figure out a selling strategy.stop juggling prices and stick with 3 simple and clear detail packages.you should of clayed it is all I have to say,and now lost a unhappy customer.

Even if she can't afford the clay extra step,you should just eat it and leave there knowing you did the right thing.keeping customers happy and coming all the time is the name of the game.am I saying do stuff for free every time no.keep the customer happy and you will be memorable for the next service do.fyi drop that free maintenance wash your losing right there.

No, I was paid $125.00 for everything + a tip.

The free follow up maintenance detail is something I include in every detail package offered.
This is SOP, not something I came up with on the spot.

I have done plenty of free work, so to speak.
I always try to under promise and over deliver.
I forever offer price breaks, free follow up maintenance details, and all kinds of ways to extend discounts to customers.

I have four detail packages offered.
Each with a set price.
Each with a complete list of services offered for the respective package.
I also have an options list with price listed for each option.
I don't haggle or juggle on price with customers.
I do typically offer first time customers price breaks.

You should've cleaned the wheels & tires 1st. Lol

I typically do.
That is the way I have always been taught, and simply the way I prefer to do it.
The thing I find in production detailing is that doing the tires, wheels, and wheel wells first is not the best approach, every single time.
There is a time and place to break that rule.

In this case, the car was a daily driver.
The wheels were extremely damaged, scuffed, and marked up on the passenger side.
The driver's side wheels looked ok.
I knew if I started om the wheels first, my OCD would take over and would spend an eternity trying to get the wheels looking great.
This had the potential of costing me time with what I felt mattered most, which was the paint/clear coat.
I also had to completely detail the interior, and based on the condition of the floor mats, I knew it would take forever to clean them, as well as remove stains from the carpet and upholstery.

I was up against the clock and simply had to prioritize what mattered most.

 

[GSKR]

125.00 just for the ext or whole car detail.

 

[vanev]

I would have taken 30 seconds to clay a small section, with the Owner standing by to feel the difference "Baggie Test".

Perhaps you could have taped off a 12" x 12" area and demonstrated the clay bar process and that may have helped you up sell her to have that step performed. Did you do the baggie test? Did you show the customer the baggie test?
I had a sales manager years ago who always told me "presentation without demonstration is nothing more than conversation".

My plan was to do something like that.
The main problem was the time factor more than anything else, on this specific day.
In this case, the customer and I were on the third attempt to get the detail in due to previous weather related cancellations.

I like to start a detail at 7am, or 8am at the latest.
In this case, she was not willing to start that early.
So, I could not begin until 9am.
I had a night job I had to be at by 6pm, which meant I needed to be leaving by 4:30pm.
Had I had more time, I would have been willing to offer more services to make a happy customer.

The interior of this car took the bulk of my time to complete.
The wheels, tires, and wheel wells were in bad shape, and I spent time on that.

In all honesty i believe you need to 'show' versus 'tell' consumers. Unless you are one of the few that can really paint the picture for the consumer, you would be better off showing them what you mean.

With detailing, a test spot is key. Take the test spot, clay it and 'show' them the difference. They will be able to see and feel the difference.

Based on your explanation the clay step was probably the most important thing she needed.

A paint surface with that many contaminants, the wax you applied isn't going to last all that long.

I agree with you.
The issue was not that the customer or myself disagreed on the course of action.
We both agreed the car needed a complete decontamination, polish, and wax.
If nothing else, the exterior needed to be clayed.
The customer was simply not willing to pay at the price I was willing to do the work for.

I was till willing to clay the car.
The time factor on this day was the main obstacle for allowing that to happen.

 

[vanev]

125.00 just for the ext or whole car detail.

Dude!

You are one of may favorite forum patrons and offer incredible insight based on your experience and knowledge.
You are one those forum guys I go who out of my way to read your comments and listen to.

I gotta say, you need to do a better job of reading:
1. What is actually said.
2. Not reading so much into what someone is saying.

You are responding to my posts without actually reading what has been stated.

 

[GSKR]

Sometimes you get people that won't accept a demo.They figure I'm paying you should do it.Today I ran into a similar situation,a customer who calls me once a year has a Silvo pick up.The last 2 years I charged her 95.00 for wash wax Windows tires etc,the truck was relatively new back then.Today I get there truck is really dirty,she has all the compartments open then she ask me to wash out bed.I told her this is no longer a 95.00 dollar quick turn and burn.I told her 140.00 and I thought she was having a cardiac arrest .well see what happen next year,before I left I showed her all of the results everything done right down to the wire even the harness in the doors were treated.she was happy but I can see through her about the difference in money.

 

[GSKR]

You should get the power washer and tank and avoid that rinseless,to much time to do a very good cleaning.only if you can do it financially or the laws it will be the best investment if you are planning on doing this for a while.