The simplest thing can gain a customer.

Mike Hoekstra

Mike Hoekstra

New member
Joined
May 26, 2020
Messages
470
Reaction score
0
I just wanted to share an experience I had today with a customer. I started up in July this year. I asked my customer how he had found me. He said a Google search. I was the SECOND phone call. The first detailer did not answer. He called me and it was my VOICE MAIL MESSAGE that gave him faith to go with me when I called him back. It's the littlest things that can gain a customer.


Sent from my iPhone using Tapatalk Pro
 
Spikey Mike said:
I just wanted to share an experience I had today with a customer. I started up in July this year. I asked my customer how he had found me. He said a Google search. I was the SECOND phone call. The first detailer did not answer. He called me and it was my VOICE MAIL MESSAGE that gave him faith to go with me when I called him back. It's the littlest things that can gain a customer.


Sent from my iPhone using Tapatalk Pro
Click to expand...

Maybe if you answered your phone you would get even more customers. I don't mean to be sarcastic, but some people don't like talking to a machine, which includes me.
 
Rsurfer said:
Maybe if you answered your phone you would get even more customers. I don't mean to be sarcastic, but some people don't like talking to a machine, which includes me.
Click to expand...

I DO answer my phone. When I'm working on a vehicle and it rings, it can go to voice mail. Voice mail is nothing to be scared of. In today's "on the go" and "instant gratification" society patience and understanding are values to be re-learned by all. If you're the type of customer that can't be bothered to leave a simple voice message, I don't want or need you.
 
Here's what my voicemail would be like ...

"Sorry, I can't come to the phone right now ... I'm buffing out a rare Ferrari. But if you want your car to look like this Ferrari, leave me a message and I'll call you back just as soon as I can. Thanks for your interest in our services."

:D
 
Spikey Mike said:
I DO answer my phone. When I'm working on a vehicle and it rings, it can go to voice mail. Voice mail is nothing to be scared of. In today's "on the go" and "instant gratification" society patience and understanding are values to be re-learned by all. If you're the type of customer that can't be bothered to leave a simple voice message, I don't want or need you.
Click to expand...

My point exactly.
 
@Mike, thanks for sharing I’ve heard about this method via another detailer.




Sent from my iPhone using AGOnline
 
I’m not a voicemail leaver either but if it’s a business definitely better at least have a message. I was calling around for some hydro dipping and the neither of the first two had a message! Just the standard automated.

The third didnt answer but did note that phones could not be heard be he or his partner and to leave a detailed message by phone OR email. Left him an email.


One of the other guys called back bit too late.

Yes, the small things do count for a consumer oriented service. .... good on you.


Sent from my iPhone using Tapatalk
 
I stream from my phone. I try to never miss a call. People that want car detailing services, usually make that decision on a whim. If they have no idea about pricing, they want at least a ballpark right away. Ceramic shoppers are a bit different. They have at least done some research. When some ask about my pricing being a bit higher (Only on deluxe details, Ceramics, i am the only Pro only coating in the largest city in the state, and I am relatively cheap) I tell them it is like going to 2 different weddings. One hosted by cousin Eddie, serving Natural Light and SKOL vodka, Or a Kardashian wedding with Ketel One, Dom Perignon...etc. They laugh, and either book, or are true price shoppers wanting their trashed SUV done for $149....
 
I have a friend in this industry, he shared his rule of operation with me, I thought it was great advice - the thing is - as far as I can tell - he never actually followed his own advice - OR - everytime I called him - he couldn't get to his phone?

Here was his advise,


If the phone rings - answer it by the second ring.

His reasoning was, any new, potential customer could simply be going down a list of numbers in a phone book or Google search results, etc. and if you don't answer - they'll just keep going down the list until someone does answer.


We can debate what kind of customer this could or couldn't be etc. but I do think he made a good point in that IF you're hungry for new customers - don't leave anything to chance. Answer the phone.


But yeah, he never answered the phone when I called him.


:laughing:
 
Also just want to interject this here,

While I don't mind leaving voice mail - I hate answering voice mails ONLY because too many people are LOUSY at leaving a return phone number.

They say the phone number too fast
They only say it once
They say it at the very end of the their message


Here's an article I wrote on this topic, maybe read it and maybe it will help you to be a part of the solution instead of a part of the problem. :D


A tip for good phone etiquette



:)
 
This not only goes for pro detailers but for other kinds of pros as well.

For example, I need a tree surgeon and if the first one I call doesn't answer, I'm going to keep going down my list until I find one who does answer. In all kinds of categories it astounds me how many pros don't answer. IME many don't even have voice mail so I can't leave a message even if I wanted to.

I also don't like being left hanging once I do call and speak to someone. I was supposed to have my fridge repaired this week but the repairman never got back to me.I will have to call the repair agency on Monday. It seems like I have to do all the chasing just to spend my money. Crazy.
 
If I have a professional at my house or I'm on the operating table on time I'm paying for.... I expect all your attention. :D
 
I don't leave voicemail because I don't know when the return call is coming and I move on at that point. If I don't have a choice I leave word but say that I prefer text.

An appliance repair guy we use has his voicemail say very quickly, "If you can, leave a text message and he will return a message or call ASAP when I'm free." He said deferring to text is preferable for busy people who use a smart phone which is his target customer. I think giving a caller the option to leave text or request a call-back is a good approach.
 
57Rambler said:
Here's what my voicemail would be like ...

"Sorry, I can't come to the phone right now ... I'm buffing out a rare Ferrari. But if you want your car to look like this Ferrari, leave me a message and I'll call you back just as soon as I can. Thanks for your interest in our services."

:D
Click to expand...

Done, Except I used, "Amazing 2021 Corvette Stingray Convertible"
 
You must log in or register to reply here.
Back
Top