Regular customers who "Cheap-Out"!

**imported_Luster** · 07-29-2003, 12:21 PM

I have a weekend detailing business out of my driveway/garage.

I have several regulars, who have me do a complete detail every 2-4 weeks.

There is one customer, however, who continues to CHEAP-OUT on me!

He will call me and say, "I just want you to wash it, THAT`S ALL". No interior detail, no wheel-well or tire dressing, no Zaino...

So I tell him that will be $30 to wash & dry the car and it`s done in an hour.

The problem is that, as a fanatic detailer, it`s very hard for me to leave a car in an "un-finished" state.....

But I am giving the customer what he wants.

I just hate leaving the car looking like that, especially if the interior is TRASHED!

Any recommendations from the pros?

**Thomasfl** · 07-29-2003, 12:33 PM

The customer is always right.

**imported_Luster** · 07-29-2003, 12:36 PM

Originally posted by thomasfl

The customer is always right.

Good point!

If he`s happy, he`ll be back.

**ehgvette** · 07-29-2003, 01:05 PM

A full detail every 2-4 weeks is a little excessive don`t you think?

**imported_Luster** · 07-29-2003, 01:19 PM

Originally posted by russellp23

A full detail every 2-4 weeks is a little excessive don`t you think?

I should have been more clear.

That`s interior detail, exterior wash/QD, dress all rubber/plastic.

Excludes wax or polish. (usually 2-3 times per year)

Engine bay twice per year.

(to me a full detail doesn`t necessarily include wax)

**safetyman2010** · 07-29-2003, 01:19 PM

Originally posted by Luster

I have a weekend detailing business out of my driveway/garage.

I have several regulars, who have me do a complete detail every 2-4 weeks.

There is one customer, however, who continues to CHEAP-OUT on me!

He will call me and say, "I just want you to wash it, THAT`S ALL". No interior detail, no wheel-well or tire dressing, no Zaino...

So I tell him that will be $30 to wash & dry the car and it`s done in an hour.

The problem is that, as a fanatic detailer, it`s very hard for me to leave a car in an "un-finished" state.....

But I am giving the customer what he wants.

I just hate leaving the car looking like that, especially if the interior is TRASHED!

Any recommendations from the pros?

Your problem is not new and many of my new employees struggle with the same thing when they start work at my shop. You have to remember that it is his/her dime and they can spend it any way they want. You are going to have people who are fanatical about the interior of their car but could give a damn about the paint (and vice versa) and no amount of education will change their mind of what they want/need. Just give them what they want and do a great job of that and they might come around eventually.

**BumpersPlus2** · 07-29-2003, 09:21 PM

I hate to leave things undone, so , sometimes I will do something extra, and the customer is thrilled. A small something like wheel well dressing, or , a coat of Rain X. Really gets the customers attention.

**imported_chr9s** · 07-29-2003, 09:51 PM

You could probably upsell your services and perhaps do a panel only, i.e. the hood. You can tell `em how much better their car would look if only he`d spent X dollars more on the service.

**greathuskie** · 07-29-2003, 10:30 PM

yea but then the car would look like *** because you only did 1 panel...

**Scottwax** · 07-29-2003, 11:21 PM

Originally posted by thomasfl

The customer is always right.

Correct-a-mundo!

I regularly wash 3 vehicles for the owners of a business (every 2 weeks). The mother and one son are very good about having their cars waxed every 3 months (they both have Lexus LS400s) but the other son maybe gets his vehicle (currently a Tahoe) waxed once a year. I remind him when it has gone past 3 months and then every so often, but he says the paint seems fine to him. What can you do? It`s his money.

**imported_ajbarnes** · 08-19-2003, 07:51 AM

In a detailing business...patience is a virtue, for the business end of it and the actual detailing work.

A customer is always right. A customer can receive whatever service he/she wants. Just keep on doing the service they request, and they`ll be around eventually for the upper services...just be patient and keep doing a great job.

Good Luck!:xyxthumbs

**drdetail** · 09-05-2003, 03:19 AM

If the guy doestn want a wax or zaino dont bother, but stuff like tire dressing i dont charge extra for, and i wont charge less if they dont want it either, considering how minor a item it is.