A la carte

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imported_Automania1

New member
When customers purchase from your A la carte services do you include extra services for good measure?..



For example a customer wants only 1 seat shampooed do you for example clean the cup holder.?



Customer wants to shampoo carpets, seats and mats ONLY ... do you include something else?



I ask the question because often customers will NOT want to pay extra (even though you have explained and checked off the appropriate boxes for the service requested ) but then theydemand to know why they did not get the interior plastic pieces cleaned or why they did not get a car wash.
 
It comes down to communication with the customer.



I don't do volume work so I don't have an a la carte menu. Sometimes I will do a little extra such as interior windows and wipe the dash and/or a quick vacuum on an exterior only job. In general though, I won't take on a job such as carpet and seats without including at least a minimal cleaning of the rest of the interior and I simply include it in my quote. I never want a customer to drive off in their car feeling anything less than amazed.
 
Nth Degree said:
It comes down to communication with the customer.



I don't do volume work so I don't have an a la carte menu. Sometimes I will do a little extra such as interior windows and wipe the dash and/or a quick vacuum on an exterior only job. In general though, I won't take on a job such as carpet and seats without including at least a minimal cleaning of the rest of the interior and I simply include it in my quote. I never want a customer to drive off in their car feeling anything less than amazed.
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In my world there are people who only want 1 specific item or area cleaned, whatever their reasons are we try to accomodate them as long as it does not compromise the quality of our work. Where the problem exists when people try to get more than they pay for... The communication could not be any clearer our service menu is itemized each item you get is checked off the work thoroughly explained before the customer signs the work order... and work begins.
 
IF they specifically say do only this, then I do only that, but I do suggest that I can do the rest also, whatever it is. Certain clients don't want the interior touched, so i don't. Others want no tire dressing, so i don't. If they only want the interior quickly wiped, I offer to dress it also if they so choose, but at no charge. Then again, I don't have a menu or anything like that, it's all verbal.
 
If you spend an hour cleaning carpets and seats it wouldn't take much to spend 2 minutes wiping down the large areas of the dash and console. It may not be perfect but the customer will see an improvement.



Perhaps you could consider doing a la carte items ONLY as an add on to a basic package. I won't polish a car without washing and claying first, even if the customer tells me they have already done those steps. I can't trust the quality of their work. I also won't do deep cleaning of carpets and seats without at least doing a basic interior detail. There are a few exceptions, such as simply taking care of a single scratch or single food spill for an existing customer. My reasoning is that I don't want someone telling a friend "I just had my car detailed by Nth Degree" and having their friend see all the things that weren't done and think I do crappy work. My reputation is my largest asset when it comes to advertising.



A customer who wants to shortcut things to save a buck is a huge red flag. They don't value quality and will try to work the system for more at no additional cost, as you have already discovered. Some customers aren't worth fighting over. Let your competition take them and keep the opening for someone who will appreciate your work.
 
It's always nice to go above and beyond. Especially with using extras as a negotiating tool. Many times when doing an Interior & Exterior I will "throw in" a quick engine clean as a bonus.



Door jambs is an area that I bet is often neglected by some. Some people that do exteriors (with polising) don't clean them. I think it's mandantory especially if you are forcing dust/polish in them.



If you're selling them on a Carpet & Seats, it doesn't hurt to give a light wipedown of the dash, but I wouldn't go beyond that. And only if there just light dust. Some people expect you to get carried away.
 
David Fermani said:
It's always nice to go above and beyond. Especially with using extras as a negotiating tool. Many times when doing an Interior & Exterior I will "throw in" a quick engine clean as a bonus.



Door jambs is an area that I bet is often neglected by some. Some people that do exteriors (with polising) don't clean them. I think it's mandantory especially if you are forcing dust/polish in them.



If you're selling them on a Carpet & Seats, it doesn't hurt to give a light wipedown of the dash, but I wouldn't go beyond that. And only if there just light dust. Some people expect you to get carried away.
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Agree it is always nice to go above and beyond but the problem is the expectation you will get carried away and throw in a detail while you are at it... you have no idea how many people just drive in and expect you to buff out scratches or remove some stains for free because

Quote i am a good customer....
 
Then I would just concentrate on doing what they are paying for as good as humanly possible (which I know you do), and tell them up front that that's all they are getting.



If it don't make dollars, it don't make sense....
 
Great site. A lot of useful information here.

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The beauty of a personal service business. I always try to do a little something extra for my customers. But that may not always be possible with higher volume operations.
 
D&D Auto Detail said:
The beauty of a personal service business. I always try to do a little something extra for my customers. But that may not always be possible with higher volume operations.
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What makes our industry different from others?



I am also a consumer and when for example I go to the hair dresser and want a wash and blow dry... she never conditions my hair for extra or cuts the bangs for good measure nor does she touch up a few grey spots... if I want those things done she charges extra.



Same with the dentist when he does a cleaning he never says let me fix that cavity for good measure..



When I go to the mechanic for an oil change he has never said... you know what let me give you a tune up for good measure cause you are such a great customer.



I purchase my lunch from the deli next to me and not one day have they given me a free sandwich because I am such a good customer...



When I call the dent guy in to take out a dent... he never says let me take those 2 on the other side for good measure...



I have a house cleaning service ... they never clean the windows, or refridgerator, or do my laundry for good measure. I got to pay.



My manicurist has never given me a pedicure extra when all I want is a manicure..





So if a consumer purchases a service from a menu why do we feel the need to run ourselves ragged from guilt to give away our time and service and not be compensated adequately... Why do we feel we have to overcompensate as though we have to justify our worth ... I am just wanting to know... because I am guilty of this at times... and while I believe in great customer service... I do not want to be taken advantage of also. just my thoughts.
 
Great point, Automania.



I think one factor is our industry is unique in a couple of respects. It is, for all intensive purposes, a luxury or optional service in which the customer pool is relatively small. Also, there are so many different aspects to detailing that the average people often have very different expectations of what detailing should be. I don't look at doing the extras a free giveaway. My business is largely from referrals and making sure a customer is impressed is what gets those referrals. I would rather spend 5 minutes doing a little extra than to spend hundreds or thousands on advertising. I simply consider it part of my advertising cost, which my out of pocket expenses so far this year have been less than $100.



Google "Pickle Principle". Is it worth 2 minutes of your time to avoid having to deal with a disappointed customer and risk them not returning?
 
I agree, we shouldn't be expected to go above and beyond like that, just like the other professions you have listed. IMO, I think as detailers, we don't get the respect we deserve. Alot of it comes down to people thinking we're "just detailers" and "we just clean cars". People do not realize that it takes skill and knowledge to do what we do. So they think that our job is so easy we should just go ahead and throw in extra work. Another thing is we don't have any regulation, special licenses, etc in our industry like dentists, mechanics, etc, which makes people think we're just car washers and anyone can do it, including themselves so they don't give us the same respect as those other professions. Alot of it has to do with the hacks that give the industry a bad name as well. When someone gives me this problem of wanting more than they paid for, I will ask them outright, why should I do more work than what you originally wanted done and paid for (in a professional manner of course) and see what they have to say. Usually they will then think about it and be more reasonable. sometimes I will do a quick vacuum when it's just an exterior, or wipe down the dash when it was just a carpet shampoo, but only for certain people. I used to do it more for everyone, but then it became them wanting more and more for nothing with no appreciation so I had to draw a line somewhere. Luckily for me these people are few and far between.
 
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