Are some customers too picky?

I

imported_turbomangt

New member
Today was a rough day. I had been e mailing back and forth with a potential customer that had acid rain damage and went to a hacker to get it taken care off. They cut through the paint and swirled it to death. It was a black audi. Now I could tell from the way the guy was talking that he was obcessed with his car. (little did I know how much)We set up an appointment for today and he planned on watching me. I inspected the car, did not see any water spots, but the swirls were obvious. He gets out a light fixture from his car and plugs it in to show me some water spots.I had to strain my eyes to see a faint ring here and there, believe me I mean faint. So I prep the car and proceed to use my cyclo with yellow pad and a Ardex swirl remover for black cars. I did half the trunk and asked him to back it outside into the light. The difference was night and day. It removed the swirls perfectly but he gazed at the trunk for what seemed to be 15 minutes. Finally he points to a section, and says will this come out? I look, I don't see anything but the natural contour of the paint. At this point I said, look, it this won't satisfy you, lets call it quits right here. NO he says, you are the expert from what I heard. OK, after I perform two more steps, that will be as good you as will get it. So I buffed the entire car and moved to optimum polish with a green pad and the DW443. Man, I thought to myself, this is coming out nice. But the owner kept on staring at the finish from every angle. When the car was done he inspected it for a half hour, Trying to find something. He finally said he was satisfied, paid me and left. 2 hours later he calls me from his house. Gary, when I pulled the car into the garage under this certain light I can still see a few spots? can you look at it tomorrow>No, I'm busy all weekend. Ok he says I'll call you next week and see when I can stop by. Can this guy ever be satisifed? what would you guys tell him when he calls back? I'm telling you that car was flawless. I think he has OCD> Gary
 
Some customers are very tough. I would look at what he wants you to look at. Sometimes we have to bite it to satisfy customers. In the long run your reputation will benefit.

Of course if he is being TOTALLY unreasonable then thats a different story.
 
Speaking as a non-pro, and an Audi owner who's a fanatic about marring, I want to feel sympathetic for they guy, but I feel for you too. Could be that he wants a level of finish that you're just not gonna be able to give him (and please don't take that as a slam). I can say from first-hand experience that the Spies-Hecker paint is a pain to work and that some imperfections that are completely invisible under almost every light source will just jump out at you under certain lighting.



I'm almost certainly as particular as that guy, but I realize that nobody (at least nobody I can find) will ever get my S8 as good as I want it except for *me*. I spend a *lot* longer than he did inspecting my polishing, but I know what light I have to use and I wouldn't hold somebody to a standard that can't be evaluated under the available lighting. It takes five different light sources for me to properly inspect paint including natural sunlight, and I have to do most of the indoor inspection in an otherwise dark room. FWIW, I also use magnification from time to time.



I'd tell him that he'll have to duplicate the lighting conditions for you to see what he's talking about. Don't try to satisfy him unless you can inspect the car, with him there, under the kind of light that shows the defects in question. Hint: high-wattage incadescent/tungsten lighting will probably be best, used in an otherwise dark room. A high-power flashlight might do it too. I'd be inflexible about duplicating the lighting. And if you don't see what he (claims he) sees, just tell him sorry, you can't fix that problem.



I'll say this- I see flaws in the S8 that many others don't see even when I have the lighting right and can put my finger right on the flaw. And when people *do* see the flaws, they invariably think I'm goofy to care about them, but hey, it's my car. If he's as particular as I am, perhaps he's gonna have to learn how to do it himself ;) Until I developed the skill I needed, I lived with imperfections that really bugged me- it motivated me to do better.
 
Sounds pretty close to how I inspect my black Audi :D. Sheesh, did the inspection include magnification too? :chuckle: ;) This guy ought to become an Autopian at that rate. Look and see exactly what he discovered, if you can satisfy him after that, indeed, your reputation will be enhanced even more!



After all of that, I sure hope he washes/has it washed in such a meticulous manner that it stays in the condition that it's in!
 
I run into that every once in a while but it is usually soccer moms with totally trashed interiors that haven't been vacuumed in 6 months that they expect to be 100% perfect. It just isn't always possible when every square inch is covered in debris, spills, etc. I learned to go over the whole interior with them before I start and explain what will come out, what can only be improved and what probably will never come out.



Never really had anyone that picky when it comes to the paint though.
 
I have the perfect solution for this kind of client. I explain that for a "car this nice" and for a "client as well knowledged" as himself, he would best be served if I charged you by the hour. I explain what I am going to do and about how long it "should" take.



I make sure I say, "OK it is XX o'clock now the time is officially started." Let them talk, point out things, etc.... The meter is running.
 
turbomangt said:
Today was a rough day. I had been e mailing back and forth with a potential customer that had acid rain damage and went to a hacker to get it taken care off. They cut through the paint and swirled it to death. It was a black audi. Now I could tell from the way the guy was talking that he was obcessed with his car. (little did I know how much)We set up an appointment for today and he planned on watching me. I inspected the car, did not see any water spots, but the swirls were obvious. He gets out a light fixture from his car and plugs it in to show me some water spots.I had to strain my eyes to see a faint ring here and there, believe me I mean faint. So I prep the car and proceed to use my cyclo with yellow pad and a Ardex swirl remover for black cars. I did half the trunk and asked him to back it outside into the light. The difference was night and day. It removed the swirls perfectly but he gazed at the trunk for what seemed to be 15 minutes. Finally he points to a section, and says will this come out? I look, I don't see anything but the natural contour of the paint. At this point I said, look, it this won't satisfy you, lets call it quits right here. NO he says, you are the expert from what I heard. OK, after I perform two more steps, that will be as good you as will get it. So I buffed the entire car and moved to optimum polish with a green pad and the DW443. Man, I thought to myself, this is coming out nice. But the owner kept on staring at the finish from every angle. When the car was done he inspected it for a half hour, Trying to find something. He finally said he was satisfied, paid me and left. 2 hours later he calls me from his house. Gary, when I pulled the car into the garage under this certain light I can still see a few spots? can you look at it tomorrow>No, I'm busy all weekend. Ok he says I'll call you next week and see when I can stop by. Can this guy ever be satisifed? what would you guys tell him when he calls back? I'm telling you that car was flawless. I think he has OCD> Gary
Click to expand...





Had a young guy just like that recently. 2001 Black Maxima in pretty decent shape but not perfect by any means (4 year old car for God's sake). Brings the car to me because he complained that the dealership put a 1 inch scratch in the rear quarter and they buffed it. He complained about the job they did so they sent it to a body shop becausehe wanted it wet sanded and re-polished. Still not happy and complaining bitterly. So we get the car and perform a full polish job to remove every imperfection, polish again with swirl remover and follow up with D/A with swirl remover just to be safe because this guy is a psycho about his car. He shows up at least 3 times during the job to keep inspecting it and looks at the car outside from every damn angle when he comes to pick it up and is finally satisfied. Next day calls again and says he wants some spots "touched up". I agree to make him happy and we do what he wants at our expense. He once again inspects the car and leaves seemingly happy. Next day calls again and wants more spots re-done. I basically laid it out for him that I will give him 15 minutes of my time to fix whatever I can in that time and then he goes on the clock - $45 an hour and that's it. Strangely he never came back complaining anymore when I told him he would have to pay. Customers likethat are never worth dealing with because no matter what you do it will never meet their unrealistic expectations. Get rid of him Gary or he will eat you alive wasting your time over nothing.
 
turbomangt said:
Today was a rough day. I had been e mailing back and forth with a potential customer that had acid rain damage and went to a hacker to get it taken care off. They cut through the paint and swirled it to death. It was a black audi. Now I could tell from the way the guy was talking that he was obcessed with his car. (little did I know how much)We set up an appointment for today and he planned on watching me. I inspected the car, did not see any water spots, but the swirls were obvious. He gets out a light fixture from his car and plugs it in to show me some water spots.I had to strain my eyes to see a faint ring here and there, believe me I mean faint. So I prep the car and proceed to use my cyclo with yellow pad and a Ardex swirl remover for black cars. I did half the trunk and asked him to back it outside into the light. The difference was night and day. It removed the swirls perfectly but he gazed at the trunk for what seemed to be 15 minutes. Finally he points to a section, and says will this come out? I look, I don't see anything but the natural contour of the paint. At this point I said, look, it this won't satisfy you, lets call it quits right here. NO he says, you are the expert from what I heard. OK, after I perform two more steps, that will be as good you as will get it. So I buffed the entire car and moved to optimum polish with a green pad and the DW443. Man, I thought to myself, this is coming out nice. But the owner kept on staring at the finish from every angle. When the car was done he inspected it for a half hour, Trying to find something. He finally said he was satisfied, paid me and left. 2 hours later he calls me from his house. Gary, when I pulled the car into the garage under this certain light I can still see a few spots? can you look at it tomorrow>No, I'm busy all weekend. Ok he says I'll call you next week and see when I can stop by. Can this guy ever be satisifed? what would you guys tell him when he calls back? I'm telling you that car was flawless. I think he has OCD> Gary
Click to expand...





Had a young guy just like that recently. 2001 Black Maxima in pretty decent shape but not perfect by any means (4 year old car for God's sake). Brings the car to me because he complained that the dealership put a 1 inch scratch in the rear quarter and they buffed it. He complained about the job they did so they sent it to a body shop becausehe wanted it wet sanded and re-polished. Still not happy and complaining bitterly. So we get the car and perform a full polish job to remove every imperfection, polish again with swirl remover and follow up with D/A with swirl remover just to be safe because this guy is a psycho about his car. He shows up at least 3 times during the job to keep inspecting it and looks at the car outside from every damn angle when he comes to pick it up and is finally satisfied. Next day calls again and says he wants some spots "touched up". I agree to make him happy and we do what he wants at our expense. He once again inspects the car and leaves seemingly happy. Next day calls again and wants more spots re-done. I basically laid it out for him that I will give him 15 minutes of my time to fix whatever I can in that time and then he goes on the clock - $45 an hour and that's it. Strangely he never came back complaining anymore when I told him he would have to pay. Customers likethat are never worth dealing with because no matter what you do it will never meet their unrealistic expectations. Get rid of him Gary or he will eat you alive wasting your time over nothing.
 
Were there any actual imperfections in the paint when he pointed them out on these occasions or did he seem to be "imagining them", aka giving you a hard time for the hell of it? If there weren't, he needs a good eye doctor, not a detailer. ;)
 
Were there any actual imperfections in the paint when he pointed them out on these occasions or did he seem to be "imagining them", aka giving you a hard time for the hell of it? If there weren't, he needs a good eye doctor, not a detailer. ;)
 
Every so often with my gorwing business we go through and "weed out" whats not worth having as customers any more. They dont make us any money and always seem to complain about something. But we always remember where we came from!! ;)
 
Every so often with my gorwing business we go through and "weed out" whats not worth having as customers any more. They dont make us any money and always seem to complain about something. But we always remember where we came from!! ;)
 
I had a client like this. I had explained that factory single stage mitzubishi paint white, isnt as thick as porsche paint, so there are limits to what i can and cant get out scratch wize.



Here is me thinking Im doing the best for the client by not leaving him with no paint on his car after chasing a scratch and instead leaving a few tiny scratches that were previously very deep.



When I brought the car back he went on and on how he thought I was the best, and now id let him down, if he had known the paint was thin he wouldnt of bought the car. He asked me to redo the car completely. He told me he "wanted show car finish" with factory paint.



At first I was quiet affended. I told him where he could stick his car and keep his money for the job. After some more negotiation I told him that if he was prepared to sign a waver that stated that I would be undergoing certain work on his car against my advise, and that I could not be held responsible for the outcome etc etc. and also that it would cost him $85AUD per hour from time I picked up the car to drop off. (I really didnt want to do this job so I tried to price myself out of range) I mentioned I had no idea how long it would take as it would have to be wetsanded.



To make a long story short, I think he still wants me to do it and Ill post pics when I can. when i finish the job Im taking a holiday.

Regards

Anthony.
 
I had a client like this. I had explained that factory single stage mitzubishi paint white, isnt as thick as porsche paint, so there are limits to what i can and cant get out scratch wize.



Here is me thinking Im doing the best for the client by not leaving him with no paint on his car after chasing a scratch and instead leaving a few tiny scratches that were previously very deep.



When I brought the car back he went on and on how he thought I was the best, and now id let him down, if he had known the paint was thin he wouldnt of bought the car. He asked me to redo the car completely. He told me he "wanted show car finish" with factory paint.



At first I was quiet affended. I told him where he could stick his car and keep his money for the job. After some more negotiation I told him that if he was prepared to sign a waver that stated that I would be undergoing certain work on his car against my advise, and that I could not be held responsible for the outcome etc etc. and also that it would cost him $85AUD per hour from time I picked up the car to drop off. (I really didnt want to do this job so I tried to price myself out of range) I mentioned I had no idea how long it would take as it would have to be wetsanded.



To make a long story short, I think he still wants me to do it and Ill post pics when I can. when i finish the job Im taking a holiday.

Regards

Anthony.
 
I appreciate all the responses, The turnaround I made with the paint was pretty amazing if I say so myself. It was a mess. ( I wondered why he didn't complain BIG TIME to the shop that messed it up. )I came in as the miracle worker to save the day. When I was done I saw NOTHING at all wrong with the finish. As a matter a fact, he didn't either. It wasn't till he got home and looked in his own light did he see something. I have flouresant light. incandesant lights, spotlights, high voltage lights. and bulb light. So one thing I don't lack in my shop is good lighting. OH. plus I moved it into the sun several times while working. I think I agree that if he comes back I will give him 15 monutes, then the clock starts. Gary
 
I appreciate all the responses, The turnaround I made with the paint was pretty amazing if I say so myself. It was a mess. ( I wondered why he didn't complain BIG TIME to the shop that messed it up. )I came in as the miracle worker to save the day. When I was done I saw NOTHING at all wrong with the finish. As a matter a fact, he didn't either. It wasn't till he got home and looked in his own light did he see something. I have flouresant light. incandesant lights, spotlights, high voltage lights. and bulb light. So one thing I don't lack in my shop is good lighting. OH. plus I moved it into the sun several times while working. I think I agree that if he comes back I will give him 15 monutes, then the clock starts. Gary
 
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