Scott, as always you are right on the money. I do just about everything and more of what you said, and my customers seem to love me. I have been pushing this business more to the side for my fiance to run as i have multiple other opportunities that will elevate me to an executive career very fast, but most of my regulars wont have anyone but ME personally touch their cars. I tell them that i will be sending someone out, and they get real nervous, and aske me to come do it on my day off, and that they will pay more to have just me LOL.
I am going to add my comments to what you typed:
Quote:
Originally posted by Scottwax
This is how I try to do it:
1. Being on time is very crucial. No one wants to stand around waiting for you to show up. I always call if i will be more than 5 min. late. anything under 5 min could be considered a difference in clocks. I also like to call or e-mail a day before the job to confirm the time and make sure that everything is all set. I have my customers contact preference stored in my quickbooks, so i know wether to call or to e-mail.
2. Alot of my customers really dont know what they want, so i give them a good compromise based on how often i know i will be there, and based on the type of vehicle, or what season it is up here in the north. P21s for summer vs collinite for winter is a good comparison (although i have like 50 other LSP's). Just like your customer that has the glass thing, i have one who only checks the buckle on the seatbelt. She hates if there is any dirt on it. She will have her entire SUV detailed just so that the seat belt buckle gets wiped clean 
3. Get to know your customer's personally. -- I couldn't give better advice. I know some of my better customers on a first name basis, including the kids and dogs. They really appreciate it if you can ask them how this is going, or how was the trip etc... and it is really nice when they ask you about things that you mentioned, and they remembered. Feels good to build a relationship like that. It also helps in other places though. I cant work for the winter in NY, and my customers know it. I recieved job offers from several, and 2 i am taking. One is an IT computer servicing job with ATM machines. Great pay, easy work (if you know how to do it), and flexible hours. I will be doing that for a month or 2. Then the reason that i am passing the business to my fiance. One of my top end customers is the managing partner and CFO of a consulting firm. He is asking me to join his staff full time. Of all of the resumes of top business men and women that he had at his disposal, After talking with me the whole time i did his porsche, mercedes, and wifes lexus truck, he decided that i would be a good fit. WOW, just talking to a customer is pulling me into the world of executive business!! That is why i think becoming friends or at least acquantiances is a great tool in running your business.
4. Keep track of your customer's last details/wax jobs. --- SO true, everything that you said in this paragraph. I use a summary sheet at the beginning of the week to see what i have going on, and what i have done for them in the past. It lets me know what to sell, and what to avoid. And like you said scott, they always appreciate you saving them money.
5. Try to top yourself with every detail. -- Yep. And if you cant top yourself, NEVER slack. Always do as good or better than you did the previous time. Once they get something great, they have to expect it. If you have staff, make sure that your staff understands this too, you could spend years building a great business, and it could take one mistake by a staff member to throw you into a downward spiral!
6. Yep, I always like to take care of their winter or summer wheels and tires once they make the switch, or i will wash one of the other cars. etc... a little goes a long way!
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Some things I would add too:
7. Sometimes even your best customers might hit a spot of financial trouble. Most of the time they just dont call you, but sometimes they do, and they still want you to come out, but paying for it that day may be hard. When you build a trust, and sometimes i do it even with brand new customers, you can asses that it will be a low risk, and offer them an alternative payment setup. I have offered on occasion a 25% or 50% now, and the rest next month. They really appreciate the understanding, and you can bet that they will be continuing business with you from that day on!
8. Always Always Always stand behind your work. If a customer has a valid complaint, FIX IT. and fix it asap. Taking the ten min. to drive out and wipe off a window you missed, or a fixing spot that may have some polishing haze still left will leave a good taste to the customer, and instead of telling their friend that you did a bad job, they will tell them that you "accidentally looked over a spot, but came back out immediatly to fix your ommission" and that is great customer service.