What do you ask the customer?

[DaveXR8]

Hi,



Just wanting to know what all you pro detailers ask the customer when they call up about detailing their vehicles?

How do you norrow down exactly what the customer wants?

[mose]

How much money they have!!! :chuckle:



Just kidding.



If they are on the phone, I will ask what make, model, color the car is. Then I tell them what I do and ask what they are wanting....(i.e. interior/exterior/engine) I will quote them a "soft" price and tell them that I need to see the car before I committ to a price.



One persons "Oh....it`s in pretty good shape" is another`s nightmare!!!

[DaGonz]

I will get information from the customer as to the year, make, model and color, if it has been in the bodyshop recently, and then I go and physically look at the vehicle... then I discuss what the client wants. and what the client expects.

[imported_shine]

Many times they don`t know what they want/need and need informing about what service will produce x results. At least this is the case with paintwork IME.

[DaveXR8]

Would it come across rude if I asked them how much they wanted to spend?

I think atleast that way you know their budget and can work out a package for them.

[imported_Ivan Rajic]

Would it come across rude if I asked them how much they wanted to spend?

I think atleast that way you know their budget and can work out a package for them.



You should find out their budget after giving them your prices for various services.



When someone calls me it`s the usual car info, history of detailing, etc. Physical inspection follows then I discuss what is best in person with the client.

[VroomVroom]

Would it come across rude if I asked them how much they wanted to spend?

I think atleast that way you know their budget and can work out a package for them.



Ivan`s response was excellent. This can be a dangerous road - I think the bottom line (and one I still struggle with on occasion...hence the reason I mention it) - is to have your pricing clearly stated. Whether that`s by function or by time (I`ve found that quoting an hourly rate is best for me) your customer can then tailor their budget to your services, as opposed to the other way around.



That said, everyone else is right on track, IMO. I ask about the car, and what they`re trying to accomplish. If the (potential) customer comes by my place, sometimes I`ll help the process along. Example... a coupla` weeks ago I did a very small section of a trunk on a black BMW. The 15 minutes I spent completely reinforced my estimate of the effort required, and I could see the connection..."Ahh, there really is a lot of work involved..." I joke about this making me like a drug dealer. That section was free. If you want that "high" from the rest of the car, it`ll cost you $X. :D



[Edit]

Sorry...this made me think of something else. Based on some great advice on this forum, I`ve gotten into the practice of quoting only a wash & interior clean-up up-front. It`s very easy to define and meet expectations of that effort. Afterward, once I can see the paint and frame an idea of what I can and can`t do, I`ll quote based on the alternatives at hand (i.e. as much correction as possible, glaze, sealant, yada yada...).

[bmw808]

what would they like done, explain three different packages (not too long on explaining), year,make,model, explain pricing for each package for there vehicle, if they want to go more into whats gonna be done can explain, then say pricing can go up to a certain point depending on condition on vehicle, if there cool with everything......day they want to detail vehicle, time, address, phone number,name.....day before detail call customer to make sure everything is good

[imported_Ivan Rajic]

Sorry...this made me think of something else. Based on some great advice on this forum, I`ve gotten into the practice of quoting only a wash & interior clean-up up-front. It`s very easy to define and meet expectations of that effort. Afterward, once I can see the paint and frame an idea of what I can and can`t do, I`ll quote based on the alternatives at hand (i.e. as much correction as possible, glaze, sealant, yada yada...).



Just to expand... I also always start talking about services and pricing by quoting a wash & wax, then mentioning that 99% of the time it`s pretty much a must to get the car clayed during the wash & wax. After that I explain polishing services, etc. but always say that I`m not sure what the improvement will be until I see the car and do a test spot.

[D Tailor]

One question I also ask is "What is your hope or goal for this vehicle when I am finished with it?" There`s much more to my preliminary visit with a client but that always comes out and is critical to me creating a custom package for their vehicles` needs.

[gigondaz]

......How do you norrow down exactly what the customer wants?



My 1st question to a customer:

Why do you want to profesionally detail your car?Common reasons:

1. Swirl marks on new car, or SM created by others.

2. Paint shrinkage/dullness after a budget re-spray.

3. Dog or cat scratches.

4. other problems.



On the other hand, there could be some customers who hv no complaints, bt just want their cars to look great.



My favourite method to explain to the layman, when they ask about prices is:



Simple polish and wax jobs are cosmetics.

Regardless of how good the cosmetic is, if your skin is problematic, you still won`t look really good. The pros emphasise on paint correction, which is like premium skin care treatment. Get the skin right first, and then apply cosmetics (polish, waxes, sealants).

So, if you go to a skin specialist or a spa, it could range from xx to xxx to xxxx.

Depends on what you want, and how far you wanna go.

Same for detailing....it ranges from xx to xxxx. based on your car, here`s your alternatives (and start explaining options to him/her).

[A.P.D.]

after asking the main questions(yr color model etc..) i ask if there is any dog hair, oxidation, hard water spots and on a 1-10 scale the condition. this helps me figure out how long it might take and a better chance for me to figure on how much to charge GOOD LUCK remember never give a firm price on the phone because it is never that bad to the customer, they look at it every day so there use to it

[imported_Grouse]

I have about a 20 question form on my website. You can take a look at it there.

[Scottwax]

How much money they have!!! :chuckle:



Just kidding.



If they are on the phone, I will ask what make, model, color the car is. Then I tell them what I do and ask what they are wanting....(i.e. interior/exterior/engine) I will quote them a "soft" price and tell them that I need to see the car before I committ to a price.



One persons "Oh....it`s in pretty good shape" is another`s nightmare!!!



Same here. I also try to find out what type of use the vehicle sees.