The key to repeat business

[usdm]

For most folks taking their car to the bodyshop is a tramatic
experience. Most would not think to bring thei car here, so
we try to make their car's visit worth the trouble.

At my dad's shop, we tend to just trow in freebies after work
is done. Even if the job is only a panel repair, we'll do an
interior vacuum, wipe down the door jambs, a throrough
washdown, cleaner wax etc. For ful paint jobs, we tend to go
all out with full interior details, and if there is time spruce up
the engine compartment as well. After delivery, we send a
nice card to remind them to bring the car back for a full wax
or sealant treatment. And when they send us referals that
get work done, we do a express detail on their car for free.

[Scottwax]

Originally posted by newagain
#10 & 11 is a waste, Reason you NEVER spoil a customer once thats done then it's over. They will expect FREE stuff all the time Do your job well thats all you need to do.

It depends on the customer. I have customers who tip every single week and also a large tip during Christmas. I'd be a fool to not do a little extra for them every once in a while.

[newagain]

Those customer [YES] Because they respect your work and extra EFFORT. But you what I'm talking about Scott.

I just donated A free Complete Detail to one of my customer Charity went for $525.00 that I will do for free. They are GREAT customers and I understand what you are stating Thanks

[audipower]

Share the knowledge!

I do everything to be "personel" with my customers. Treat them like a friend. Do extra stuff for them like Scott said. I always say to tell them, "Oh, I went ahead and shampo the carpets". They will brag about getting something to there friends for free. People love free.
Also, If they have a car show, go to it! To show you have there support to win.
Never speak negative. Customers hate complainers, negative people.

[mirrorfinishman]

12 - Always offer your customers FREE promotional items (with your company name and contact information) such as; custom pens, air fresheners, state road maps, magnetic business cards, calendars, etc.

[kompressornsc]

(Since I happen to be in the Promotional Marketing Product Business).

*And if anyone wants, I can do a post about getting the most for your money when buying promotional products-from an insider's view

[G35stilez]

Excellent post Scott

Very useful tools for those getting started or looking to expand their client base.

Also, excellent added points from other members.

kompressornsc: I think we all would be interested

[Scottwax]

Originally posted by newagain
Those customer [YES] Because they respect your work and extra EFFORT. But you what I'm talking about Scott.

I just donated A free Complete Detail to one of my customer Charity went for $525.00 that I will do for free. They are GREAT customers and I understand what you are stating Thanks

Actually, I didn't know what you were talking about because you didn't include any qualifiers like long term customers.

I agree, when you first start detailing for someone, just concentrate on doing a great detail.

[mirrorfinishman]

13 - Always reward your customers with price discount incentives that they can use towards their next detailing, when they send you new customer referrals.

[PrinzII]

Nice thread, guys. keep it up.

[SilverLexus]

I have to say that I am impressed by the commentary here.

I think all of these points have an underlying theme....customer service is so bad is so many ways (and other areas outside of car care) that when you deliver good service people will definitely remember you as a "go to" person.

[PrinzII]

I'll ask if this thread can be stickied in here because it's the cornerstone of any successful detailing business.