Originally Posted by
gigondaz
If its just a simple job in the shop, and if there`s a waiting room, the customer can wait there, or maybe a nearby cafe etc.
But if it`s a major job, then during the pre-job discussion, this must be made clear to the car owner that he/she will make their own transport arrangements. He might have someone to drop the car at your shop, or he might even request you to send him somewhere and pick him up when the car is ready. Anything goes. The customer is KING, especially when its a major detailing job.
To me, the pre-job discussion is critical.
This is the time for the customer to explain his paint problems, expectations, discussion about time and budget.
I spend minimum 30mins on this discussion. Could drag to few hours or entire day, if I`m getting his car re-sprayed, restored etc etc.
You shd also educate him/her that it is common for jobs to take several days or even weeks, depending on the type of job.
Some cars hv stayed in my place for 1-2mths without getting out.
For a major job, discussion points will be emailed to car owner on the same day of the discussion.
But one thing that I refuse to do, till this day: Driving detailed vehicle to customer`s place.
NEVER do this.
You`ll never know what you`ll meet on the way (rain, drizzle, lotsa dust, accident etc).
Worse, when you reach your destination, the car might not be "fresh" anymore (eg: brake dust on rims, dust etc, and you hv to bring a bottle of detailer and do on-the-spot touchup, which i detest). Also, his place will most possibly be shaded and won`t hv the proper lighting to show that his problems have been solved. Some detailers I know even park it inside a dark basement at the client`s office!!!!
I insist that my customers text or call me when they are on the way to my shop. Car will be covered up.
Then, the 6 huge metal halide high bay lights (huge power sappers) will be switched on as they take a while to warm up.
The car MUST be perfectly presentation-ready when customer arrives without me or my staff having to rush when the customer walks in.
I`m fanatical about this.
Bookmarks