Jean-Claude
Keeper of the beautiful
Eventually, I knew it would happen and it did. The following is a cautionary tale.
I will call the client "J".
J discovered me while I was working on another client's car in a very well-off part of Atlanta about 2 months ago. I was doing a 2-stepper on a marred to hell and back red Bimmer. He exclaimed how he'd never seen such work...yadda yadda yadda(most here have heard this...not bragging just saying)
He asks me what I charge and I reply by telling him I focus on quality and thus I am expensive but I am happy to take a look at whatever he has. He has a look of excitement as he says he already knows I am the "right guy" that he has been looking for for a long time.
After a few weeks, I have done J's Ferrari, Porsche and a classic Oldsmobile. I have put him in contact with many of my vendors(pdr, bumper repairs, ect) who I now freely connect my clients with as a convenience and added value to my services.
A few weeks ago J tells me he wants me to work on a big project he has. 5 old very low mileage Indy 500 Pace Cars. I go out to the Public Storage he keeps all the cars at to see what he needs and to start lining everything up. The project was a logistical nightmare. All batteries were dead, no power and no water. There were many sides of the cars that had 1' to work in(car...1'....wall). He wanted some parts replaced, such as hood hinges that had rusted, bumper diffusers that were scraped, ect. One of the cars needed a locksmith to come open and I scheduled everything for J as his time was incredibly valuable. Seeing as some of the cars has less than 100 miles it made sense. He requested perfection on every level with the exception of the rear half of the underbody(that means the front clip underbody received attention)
True, the cars were low mileage but they had caked on dust and were not well kept. Only 1 car was in decent shape. J never asked for a price and as he had been in the past it made sense. J only stressed quality and never scoffed at my prices. He even bragged to others how I was not someone that just anyone could or would afford. Those were not my words but they do reinforce how J viewed me.
Throughout the project I called J every day with an update on the progress and he would continue to request more and more of us. The job took my guy 6 days and me 2. A total of 98 hours went into the job not including logistical time.
When J requested the bill he ask for me to email him the invoice. I invoiced each car individually and gave a comprehensive break down of each portion of the cost per car and email it to him. His price was $2,375.
The next day we were scheduled to meet and finish the transaction. 15 minutes prior to our appointment he emails me how I am price gouging him and I am being dirty, bring me "MY" keys immediately, don't be late...ect. and then he gives the worse possible directions to his office I have ever laid eyes upon. I called him immediately as I did not want to have this conversation over a email once I could not find his work. So I stayed near his condo which is supposedly 1 mile away from work until 9:25pm. I called continually, emailed and texted him trying to get him. I knew I had the 1 set of keys and he needed them. I emailed him when I left noting that I would like to meet him soon.
While waiting for him I called the police to see about holding the keys until receiving payment. They said it was a civil problem and it wouldn't be smart to keep the keys. I had records of everything done and emails from him and I wasn't too worried about not getting anything. But I did want my money obviously as fast as possible. Called my lawyer and gave him a quick rundown of the situation. He said it would be a pretty cut/dry case for a judge in my favor.
Firstly, I wanted to make it clear to J that my intentions were not to price gouge him and I thought it may be a simple case of sticker shock. His first reply to me telling him I had to leave at 9+pm was very rude and he insinuated that I planned to hold the keys/cars as hostage(which I would have if it were a feasible option for me) and it was ridiculous that I not leave the keys with the concierge. I told him he left the keys in my care and until he authorized me to leave them with someone other than him I would not.
I also broke down why the cost was as it was for him. I reminded him about helping him for 7 hours move the cars and jump them off on one day alone. How he had exclaimed to me 2 days prior that he "could not have done it without me" and he "couldn't have imagined the cars coming out nicer!", ect. I offer a custom service tracking down locksmiths, replacing parts on the cars not doing more than he requested and much more. I told him how I had $300 in gas expenses just for his cars. I had an employee to pay....I reminded him that I am not in business to break even and that I was worth every single dime of $24 per hour.
His reply was one of someone who just realized the big picture. How he had requested a ton of work and it was ultimately his responsibility to ask for a price. But also one of someone who was used to getting his way. He said he wanted to keep the relationship and continue giving me work but he would not pay my price and he wanted me to meet him.
By this point there were multiple emails back and forth and knowing the bit of him I did, I knew how it would go. I had also had enough and after the first email I knew I was firing him as a client regardless of the outcome. What was most important to me at this point was this: breaking even or pocketing the little bit of profit I could and wash my hands of this jerk. Small claims court was an option but I have been involved in litigation and it's not worth the head ache, time and expense over the difference of what I figured he would offer.
I told J that he could email me the offer as I was not spending 1 more dollar on a lost cause. He had some snappy reply but he offered $1410. I told him I would take it on account of getting ride of him, his cars and moving on. I also, not rudely, but to the point, told him how it was disgraceful how he handled himself. Refusing to speak in person before 3 days of emails and generally treating my trade like we are worth $14 per hour. I told him how his compliments to me were empty. I also told him we would not come back out for anything else.
I processed his CC and that was that.
The moral of the story?
No matter how well you think you know that client realize that anyone is capable of doing anything. In this case, J took advantage of me giving him what he ask for without having him sign a contract. A contract that I always always always have new clients sign even for $1 of work. But regulars I give the benefit of the doubt to.
Looking back, I should have told J, "look J, this isn't going to be cheap. Lemme give you a price" and then have him sign it. At the end of the day I covered my expenses and I was able to pocket just a little. In my opinion, it was an "inexpensive" mistake that could have cost me a lot more.
Happy detailing guys and be safe!
I will call the client "J".
J discovered me while I was working on another client's car in a very well-off part of Atlanta about 2 months ago. I was doing a 2-stepper on a marred to hell and back red Bimmer. He exclaimed how he'd never seen such work...yadda yadda yadda(most here have heard this...not bragging just saying)
He asks me what I charge and I reply by telling him I focus on quality and thus I am expensive but I am happy to take a look at whatever he has. He has a look of excitement as he says he already knows I am the "right guy" that he has been looking for for a long time.
After a few weeks, I have done J's Ferrari, Porsche and a classic Oldsmobile. I have put him in contact with many of my vendors(pdr, bumper repairs, ect) who I now freely connect my clients with as a convenience and added value to my services.
A few weeks ago J tells me he wants me to work on a big project he has. 5 old very low mileage Indy 500 Pace Cars. I go out to the Public Storage he keeps all the cars at to see what he needs and to start lining everything up. The project was a logistical nightmare. All batteries were dead, no power and no water. There were many sides of the cars that had 1' to work in(car...1'....wall). He wanted some parts replaced, such as hood hinges that had rusted, bumper diffusers that were scraped, ect. One of the cars needed a locksmith to come open and I scheduled everything for J as his time was incredibly valuable. Seeing as some of the cars has less than 100 miles it made sense. He requested perfection on every level with the exception of the rear half of the underbody(that means the front clip underbody received attention)
True, the cars were low mileage but they had caked on dust and were not well kept. Only 1 car was in decent shape. J never asked for a price and as he had been in the past it made sense. J only stressed quality and never scoffed at my prices. He even bragged to others how I was not someone that just anyone could or would afford. Those were not my words but they do reinforce how J viewed me.
Throughout the project I called J every day with an update on the progress and he would continue to request more and more of us. The job took my guy 6 days and me 2. A total of 98 hours went into the job not including logistical time.
When J requested the bill he ask for me to email him the invoice. I invoiced each car individually and gave a comprehensive break down of each portion of the cost per car and email it to him. His price was $2,375.
The next day we were scheduled to meet and finish the transaction. 15 minutes prior to our appointment he emails me how I am price gouging him and I am being dirty, bring me "MY" keys immediately, don't be late...ect. and then he gives the worse possible directions to his office I have ever laid eyes upon. I called him immediately as I did not want to have this conversation over a email once I could not find his work. So I stayed near his condo which is supposedly 1 mile away from work until 9:25pm. I called continually, emailed and texted him trying to get him. I knew I had the 1 set of keys and he needed them. I emailed him when I left noting that I would like to meet him soon.
While waiting for him I called the police to see about holding the keys until receiving payment. They said it was a civil problem and it wouldn't be smart to keep the keys. I had records of everything done and emails from him and I wasn't too worried about not getting anything. But I did want my money obviously as fast as possible. Called my lawyer and gave him a quick rundown of the situation. He said it would be a pretty cut/dry case for a judge in my favor.
Firstly, I wanted to make it clear to J that my intentions were not to price gouge him and I thought it may be a simple case of sticker shock. His first reply to me telling him I had to leave at 9+pm was very rude and he insinuated that I planned to hold the keys/cars as hostage(which I would have if it were a feasible option for me) and it was ridiculous that I not leave the keys with the concierge. I told him he left the keys in my care and until he authorized me to leave them with someone other than him I would not.
I also broke down why the cost was as it was for him. I reminded him about helping him for 7 hours move the cars and jump them off on one day alone. How he had exclaimed to me 2 days prior that he "could not have done it without me" and he "couldn't have imagined the cars coming out nicer!", ect. I offer a custom service tracking down locksmiths, replacing parts on the cars not doing more than he requested and much more. I told him how I had $300 in gas expenses just for his cars. I had an employee to pay....I reminded him that I am not in business to break even and that I was worth every single dime of $24 per hour.
His reply was one of someone who just realized the big picture. How he had requested a ton of work and it was ultimately his responsibility to ask for a price. But also one of someone who was used to getting his way. He said he wanted to keep the relationship and continue giving me work but he would not pay my price and he wanted me to meet him.
By this point there were multiple emails back and forth and knowing the bit of him I did, I knew how it would go. I had also had enough and after the first email I knew I was firing him as a client regardless of the outcome. What was most important to me at this point was this: breaking even or pocketing the little bit of profit I could and wash my hands of this jerk. Small claims court was an option but I have been involved in litigation and it's not worth the head ache, time and expense over the difference of what I figured he would offer.
I told J that he could email me the offer as I was not spending 1 more dollar on a lost cause. He had some snappy reply but he offered $1410. I told him I would take it on account of getting ride of him, his cars and moving on. I also, not rudely, but to the point, told him how it was disgraceful how he handled himself. Refusing to speak in person before 3 days of emails and generally treating my trade like we are worth $14 per hour. I told him how his compliments to me were empty. I also told him we would not come back out for anything else.
I processed his CC and that was that.
The moral of the story?
No matter how well you think you know that client realize that anyone is capable of doing anything. In this case, J took advantage of me giving him what he ask for without having him sign a contract. A contract that I always always always have new clients sign even for $1 of work. But regulars I give the benefit of the doubt to.
Looking back, I should have told J, "look J, this isn't going to be cheap. Lemme give you a price" and then have him sign it. At the end of the day I covered my expenses and I was able to pocket just a little. In my opinion, it was an "inexpensive" mistake that could have cost me a lot more.
Happy detailing guys and be safe!
