doing too much....

E

Envious Eric

New member
how many of you tend to do too much for what you are getting paid for...



i mean when a client pays for a works detail - two coats polish, but the car needs easily 3-4, how many put in extra work to get it a little better than 2 coats would normally do...



i find myself trying to make every finish perfect even though I am not getting paid for it...and that has been what is keeping me working for too long at one car....I used to take 9-10 hours trying to perfect a cars finish, but now its down to 6-7 hours....and hopefully soon it will be down to 4-5 hours with different techniques and products....
 
I sometimes do a little extra if I notice something that needs attention. Usually the extra only takes 15 minutes or so. If the car really needs extra work, explain it up front to the customer. If they are not willing to pay for extra work, inform them of the consequences.
 
yeah i now do that too...but I am learning more and more on each detail just like anyone else...i can effectively go from menzerna PG to something like OC and finish out mar free on some paints, or OHC to FPII/OP on other paints and achieve really good results, but I know that going from PG to IP to FPII would leave much better results...but they dont pay for it
 
Ultimately it is up to you. If you think it will benefit your business in the long run, keep doing it. For me, an extra polishing step, adds about an hour or so of labor. I would not do it unless it was an extra special customer.
 
brwill2005 said:
Ultimately it is up to you. If you think it will benefit your business in the long run, keep doing it. For me, an extra polishing step, adds about an hour or so of labor. I would not do it unless it was an extra special customer.
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Same thing. While it would be nice to make every vehicle as perfect as possible, you also have to take into account what the customer wants and is willing to pay for.
 
Initially I did way more than was called for but it generally wasn't appreciated. Now, as brwill said, a little something extra....15-20 minutes of time is okay but no more. For instance, if only being paid for the exterior I will likely do a courtesy vacuum of the interior providing it's not trashed. A lot depends on the individual/customer too. None of us are real anxious to go out of our way for a horse's rear.

I do make sure they are aware that I provided the "little extra" voluntarily.
 
I agree with what has been said. I used to do way more work than was paid for but it was never even noticed by the kind of client who wouldn't pay to have it done in the first place (if that makes sense). If someone wants just some wax on a car that needs multiple compounding steps, odds are they won't notice the polishing anyway...
 
toyotaguy said:
I know that going from PG to IP to FPII would leave much better results...but they dont pay for it
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It's about what the customer wants, not what we think they need.



Concentrate your efforts on finding combos that as a first step with a rotary will correct as much as possible but leave a finish suitable enough to be corrected with one step. You can do an aweful lot of correction with one step and IMO finishing a car swirl/halogram free is more important then removing every defect, especially in the customers eyes.
 
I can see doing a little extra just to give some good customer service, but not overboard. If the customer asks for a wax job, and you end up doing a polish step to make it look better, 90% of people will think you just waxed it and it looks good. They will feel all they need is a wax job after that. Maybe if it was a regular that just got a wax job every time, you could do an extra polish and tell them, then they might see the difference and be more willing to pay for it next time.
 
I always explain what their car needs and then explain the step that I can do, before touching a car. If they say wow that is too much money or time I will offer them a lessor deal, both steps and money and go from there. But I insist that I explain first.

Having a customer knowing what is going to take place is better then leaving them in the dark.
 
Totally agree with RTexasF, I always throw in a little something. Last weekend I found a spot (coffee) between the seat and console on a BMW I did a "basic" on. When I did the walk-around with the customer I pointed out that I had taken care of her spill. I think this helps tips, the key is to let the customer know what you did.
 
something like a little spot clean I do all the time, I am talking about an extra OC coat or IP coat that should go between PG and FPII....i dont do it, but most would need it, but they dont pay....that is what I am talking about....
 
i want to get out of the washing at all costs, even though I get only a couple calls for it, but then dont book because I am minimum 25 bucks and 3 car minimum....but I will do full details too, as well as wash and waxes, but there is still the two car minimum



(well its a $75 minimum per stop location)
 
For me, it depends on the client's attitude whether or not I do a little extra for free ....



If I explain what the vehicle needs to meet the customers expectations, and the customer balks and eliminates these services to save a little on price I only do what they pay for. These price focused bottom feeders are not the kind of customers I need.



If a customer accepts what services I recommend without complaining about the price (inlcuding the occasional up-sell if the vehicle warrants it), I usually go out of my way to include some small freebies that are needed as I go about the detail. These are the kinds of loyal customers I want to build a strong relationship.
 
Scottwax said:
Same thing. While it would be nice to make every vehicle as perfect as possible, you also have to take into account what the customer wants and is willing to pay for.
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I was spending 6 hours on the vehicle's paint only to have them walk right past it and look on the inside. I now spend 15-30 minutes qualifying the customer for their needs and wants.
 
toyotaguy said:
how many of you tend to do too much for what you are getting paid for...
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Marketing 101: 'Find A Need And Fill It'



From a business perspective, it is always a good idea to fully understand the need you are trying to fill.



There is no point in doing well, that which should not be done at all.
 
justin30513 said:
I was spending 6 hours on the vehicle's paint only to have them walk right past it and look on the inside. I now spend 15-30 minutes qualifying the customer for their needs and wants.
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Very good point. I had a customer a few weeks back that asked if I could clean up her car. So I asked a bunch of questions and then let her talk. What she was looking for was a spotless interior and just a clean outside. So I busted my *** cleaning every part of that interior and washed the outside. She was so happy I got her brother's Acura and two of her friend's cars!

Paying attention to their needs is the most important thing you can do.
 
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