Customer Reaction?

I

imported_Detailing Technology

New member
We all post about the cars, the chemicals, and the process. At the end of a 402 photo write-up, we read a "Thanks for looking", we rarely hear what the customer reaction was. (Most important I think)





What are your best and worst customer reactions?
 
I've had a couple where the customer didn't drive the car or truck for awhile because they didn't want to get it dirty. They drove them straight home and parked them in the garage.



I did a street rod and the owner told me that several of his friends accused him of getting it repainted.



:lol









Shortly after I did a Vette, the guys wife took it blasting down a dusty country dirt road for miles. The car was pretty much covered in fine, brown dust everywhere.



:sadpace:





Randy
 
Reactions are always amazing, but the usual reaction I get is when they feel they want to tip me very well and make out the check for $100 or more on top of the bill.



On some full blown paint corrections that I have done, I had recieved $500 bonuses for some cars that I did, cause the customers knew I had really put everything I had into making their pride and joy absolutly perfect and they were just absolutly floored with the finish. Another customer filled my freezer full of different steaks for the year along with 12 Kobe beefs as a bonus for restoring his cars and taking top care of them. Another customer of mine built me a sick computer loaded with Adobe CS4 and a brand new dell monitor.



I have recieved some pretty cool gifts as a thank you for what i have done to their car.



Excellent reactions are just normal, but it's how they are carried out when it's time to get paid and tipped.



Now for the bad reactions.... The customers wife. When I get stuck at customers houses for a week and the wife knows I am putting a lot of time into their husbands car, their reaction is not always so great. I often do get asked, "how much is this going to cost"?
 
I only post the cars I get from Autopia on Autopia, the owners generally post there. I use that as refrence for new clients.



I also notice the tip.

Completely unecessary, but speaks volumes on the customer satisfaction level.



Way back in thehedge fund era of 2008, I had a crew of Lamborghini owners that would more often than not have their cars brought and picked-up in a truck.
 
I don't go by the customers reactions. I've had customers that have said "Thanks", paid me and left without saying anything more. Thinking they where not 100% satisfied. Only to find out they recommended a ton of business to me. Honestly, I, my opinion only, think it's unprofessional to post anything about the customer. I've worked on some really nasty cars in my time and I never post them up, unless the customer has said it's ok. I keep what goes on between myself and the customer confidential and would never want to embarrass or tick off a customer because of something I told about them. And honestly, in the past, I've had several customers thank me for not talking about how nasty their vehicles are or anything else.
 
Bob you do go by reaction. The client reaction is, "I'm sending that guy business". There is the only proven method of marketing in effect, "word of mouth".



I go 100% on reaction, if they come back, and if they refer others. I also tell the clients that come to mefrom this board that I'll post unless they dont want it. All have wanted their cars up so far.



I'm looking to capture reaction. Not opinion, "This guy with a really dirty pick-up truck had a dead hamster under his seat". That is stupid and adds no value.



The point is to discuss if people are pleased with the effort you put in or is this a one shot deal for most. Do you think/know they leave your shop like, "Wow, $750 down the drain", or "Wow, this was worth it".



And if you know they see certain value in your service, how?
 
Danase said:
I don't go by the customers reactions. I've had customers that have said "Thanks", paid me and left without saying anything more. Thinking they where not 100% satisfied. Only to find out they recommended a ton of business to me. Honestly, I, my opinion only, think it's unprofessional to post anything about the customer. I've worked on some really nasty cars in my time and I never post them up, unless the customer has said it's ok. I keep what goes on between myself and the customer confidential and would never want to embarrass or tick off a customer because of something I told about them. And honestly, in the past, I've had several customers thank me for not talking about how nasty their vehicles are or anything else.
Click to expand...



+1^



It is also funny...because I have a couple of clients whose cars get TRASHED, and they tell me, "here is one you will have to post before and afters of." The funny thing is that they are serious when they tell me that, and kind of take pride in how bad it was - lol.
 
jdoria said:
Yes, the business acumen on this site is unfortunately extremely low...



Its over-the-head for most.
Click to expand...



WOW - so a few people view talking about their clients on the net differently than you, so you decide to take a swipe at their ability to make profitable business decisions (that is after all the primary definition of business acumen)? Unbelievable.
 
weekendwarrior said:
WOW - so a few people view talking about their clients on the net differently than you, so you decide to take a swipe at their ability to make profitable business decisions (that is after all the primary definition of business acumen)? Unbelievable.
Click to expand...





That is right.



Please don't get me wrong. I've formed this opinion over the 3 years I have been reading this board.



I am not basing my statement, which I stand behind, only on this post.
 
I have a lot of customers who have tipped very handsomely as a showing of their gratitude for the turnaround I've done which is always nice. I had one client take me on an all expenses paid ski trip. I've had customers fly me to FL to detail their vacation cars and pay all my expense while there and add in a rental car for 6 days with the detail only taking me 2 so I could visit a friend up the coast. The list goes on and on. I'm generally just happy when I get a referral and the person calling says so and so referred you and can't stop talking about what a wonderful job you did. My favorites though are the customers who want to take the time to learn what i'm doing and want to know what does what and wants to learn.
 
How can you not go by a customers reation. I expect a customer to be happy with the work that they will be paying me for. I don't post pics of my work to often,and when I do I have permission. I try not to talk about haw nasty a customers car was to anyone but the owner of the car. Of course in a nice professional way. I try to be respectful of my clients,because I want repeat business and referals!
 
Showroom Shine said:
How can you not go by a customers reation. I expect a customer to be happy with the work that they will be paying me for. I don't post pics of my work to often,and when I do I have permission. I try not to talk about haw nasty a customers car was to anyone but the owner of the car. Of course in a nice professional way. I try to be respectful of my clients,because I want repeat business and referals!
Click to expand...



Well, to be honest, I am the type of person that doesn't show much reaction. If I pay for a service and get what I paid for I'm happy but I'm not going to jump up and down, offer to pay more, or rub the dudes back. LOL I have customers just like that. I have a regular customer who shows no reaction at all. But he rebuilds cars and constantly calls me for details. He's a customer I could not go by his initial reaction on seeing the car. Sure, a few weeks later when he's calling me back to do more I know he's happy.
 
Danase said:
Well, to be honest, I am the type of person that doesn't show much reaction. If I pay for a service and get what I paid for I'm happy but I'm not going to jump up and down, offer to pay more, or rub the dudes back. LOL I have customers just like that. I have a regular customer who shows no reaction at all. But he rebuilds cars and constantly calls me for details. He's a customer I could not go by his initial reaction on seeing the car. Sure, a few weeks later when he's calling me back to do more I know he's happy.
Click to expand...



The way I look at it ,when they call you back. That is a Reaction!
 
You must log in or register to reply here.
Back
Top