how about this phone call....input please!!!

E

Envious Eric

New member
just got a call from a guy who wanted to know a monthly price for maintaining 2 cars...this is the conversation: M=me, H=him



m-hello?

h-hi, you do detailing?

m-yes sir!

h-how much monthly for two cars, a volvo suv and a mercedes E class

m-well I need at least 75 per stop, so for just washes its going to come out to 75 for two cars, or if you get me more cars, then its 25 for cars, 30 for small trucks, and 35 for larger trucks and suvs...

h-ok how about a honda accord too?

m-well, its the same pricing for washes as I just mentioned

h-and how much for details too

m-well, what condition are the cars in, I have a package which includes ight compounding and ful detailing for 190 for cars, and....

h-NO, these cars are new, 2004 and 2006

m-ok well the first time out it will be 140 for the cars and 160 for the small suv, then the next detail I can cut a little off for you since I will not have to do extensive detailing every month, and the pricing plus the weekly wash at.....

h-ok, ok, ill think about it and get back to you later

h-CLICK



Its like the guy just wanted a price without knowing what came with it?? price shopper? I dont know, but I would want to know about what I am spending 200+ per month on!



I never gave him a final price because I didnt know the condition of the cars, and I couldnt get to it because he kept cutting me off! I tried to get in that the first detail would be X amount and the next month I would be able to cut about 40 bucks off every month for him on all the cars....so my question is this: Should I have just said 220 per car and 250 per SUV and let him ask why? Do you tell the prices first, or expllain what comes with it....I prefer to know what comes with the price i am about to hear personally....IMO, if you hear a price first, you tend to not hear everything that comes with it because you think its too high!....I like the features, then think how much I would be willing to pay for it, then hear the prices, then decide to buy or not!!!
 
he is either price shopping or just doesn't care what he is actually getting (or both). of course, he may have been like me and checking what local shops charge prior to starting out so he has a ballpark of the regional pricing. ;)
 
TG,

You are correct in your last statement, don't quote a price until you've gone over the value, in other words, assume everyone is thinking like you, tell them what there getting first and then price, it sounded as if this customer was Price Shopping.
 
Maybe the guy just had no idea what a "detail" cost, so he just wanted the price. Kind of like if you saw a car you liked, and asked how much, and it was out of your price range, you wouldn't want to know all the features, because you couldn't/wouldn't afford it anyway.
 
My vote is in for competitor; looks like he was feeling you out for what to charge for certain types of vehicles, plus group rates, etc.



I wouldn't expect another call from him.



My .02
 
Go over the process you'll take with his vehicle, the value he'll receive, quality, ect. before giving him a price. Plus, without seeing the vehicle, I'll usually give a price range (best case and worst case senario) Most people ask about price because they don't know what else to ask. Show them, or in this case, tell them what they are going to get for their hard earned money. Education is the key to a successful closing. Most people think detailing is washing their car and throwing a coat of wax on it. They are usually blown away once they hear the extensive process that takes place and the amount of time involved. Suddenly a couple hundred bucks to "pamper" their car doesn't seem so bad. Always emphasize quality, value, convenience...and save the pricing for last. It's amazing, when I called around to my competition there was not one single company that explained what they were going to do to my vehicle, or the value and quality I would be receiving. Instead, everyone stated their price and waited to see if I would set up an appt. I prefer to approach things a bit differently.
 
SilverLine said:
Go over the process you'll take with his vehicle, the value he'll receive, quality, ect. before giving him a price. Plus, without seeing the vehicle, I'll usually give a price range (best case and worst case senario) Most people ask about price because they don't know what else to ask. Show them, or in this case, tell them what they are going to get for their hard earned money. Education is the key to a successful closing. Most people think detailing is washing their car and throwing a coat of wax on it. They are usually blown away once they hear the extensive process that takes place and the amount of time involved. Suddenly a couple hundred bucks to "pamper" their car doesn't seem so bad. Always emphasize quality, value, convenience...and save the pricing for last. It's amazing, when I called around to my competition there was not one single company that explained what they were going to do to my vehicle, or the value and quality I would be receiving. Instead, everyone stated their price and waited to see if I would set up an appt. I prefer to approach things a bit differently.
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Very insightful. Those are almost identical to the concepts I am reading about in marketing and sales books. I am currently in the process of establishing this sales technique; incorporating it into my subconscieousness, so that I can spit out all of the reasons why the caller should drop everything and rush into making an appointment with me.
 
I talked it over with someone on the other end of the spectrum....she thought I should just say its anywhere from 30/40 for a wash and 190/250 for a full detail and let them decide if they want to hear whats in between and what they get for the price
 
HOLY crap, it must be my day for low ballers today....



I had a guy pull up next to me and ask how much to do an RV - I told him 17 bucks a foot for compounding and polish and wax, and interior cleanup....



he then asked for just the outside, no inside - I told him then 14 bucks a foot

then he says how much for just wash only, - 5 bucks a foot with spray wax



then he asks about his truck he is driving...BLACK dodge ram 1500 quad cab....



i told him 210 for a full detail and he hollered out his window "you're too high man" and sped up....



then he slowed and stared at me, so I told him that is for compounding and everything included....he said he didnt need it because its still pretty new....so i saidwell for a one stage polish and sealant wax and interior cleanup its 160. then he asked about just a wash....so i told him 30 with a spray wax.



then he asked if I had a V8 in my tundra and if it was a strong motor and wanted to race....so i told him no mine is slow and the new tundras have the better motor in them, which is true....whats going on today....maybe its the start to me getting really busy with lots of work???? hahaha....what a day
 
when they ask for a price schedule give them a time for a detailed inspection. Where you spend 1/2 an hour writing down issues you will address.



if they say no to your detailed inspection. Then you have not told them anything where they can wander around and say that dude wants 70 bucks for a wash with out realizing you dump 1.5hrs getting there washing drying, spray waxing.



if they say yes then they see you take your role seriously, it gives you a chance to chat it up and see if this is a customer you want.



I detail inspect every job i do before price. I however have the choice of passing on the job either by price, schedule or referal to another detailer that would suit their wants more.





Yeah i may dump an hour here and hour there. but i may also save my self from a dispute over price, quality or simply an unpleasable customer.
 
that's like the appraisal business i'm in. it's like calling someone to ask what they think your car is worth OVER THE PHONE! :secret :chuckle: this kind of business does not "work" over the phone for either party. :nixweiss
 
Grouse said:
when they ask for a price schedule give them a time for a detailed inspection. Where you spend 1/2 an hour writing down issues you will address.



if they say no to your detailed inspection. Then you have not told them anything where they can wander around and say that dude wants 70 bucks for a wash with out realizing you dump 1.5hrs getting there washing drying, spray waxing.



if they say yes then they see you take your role seriously, it gives you a chance to chat it up and see if this is a customer you want.



I detail inspect every job i do before price. I however have the choice of passing on the job either by price, schedule or referal to another detailer that would suit their wants more.





Yeah i may dump an hour here and hour there. but i may also save my self from a dispute over price, quality or simply an unpleasable customer.
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I agree. When I have someone call (or e-mail) my business and want a price on something, I will say 'Sure, I can see you on Tuesday at 4'. If they balk at that and don't want to take 10 minutes to meet (I always go to them), I know they're not serious, but just price shopping. Having to set-up an appointment with me knocks out about 1/2 of the random calls I get. Always qualify your clients.
 
I agree, I really like to set up appointments for a "free estimate". I will never quote anything over the phone. The benifit of setting up a free estimate is two fold. First the customer gets to meet you and realize that you are competent, and a responsible person by showing up on time and taking your job seriously. Second I find it much easier to sell a customer when I am there in person, you can go so far as to perform a demonstration, and communicate with them more than you could over the phone, (body language, gesticulation, etc).



Always go for the "chicken dinner," as recruiting coaches say, when you are first meeting a prospective client.
 
I've noticed most of the calls from my yellow page listing are price shoppers and all they care about is the lowest price. I tell them right up front I am not the cheapest and in this business you get what you pay for. Not much you can do with someone only interested in the cheapest price. You really don't want to deal with them anyway, since they usually have the nastiest cars and will be the pickiest customers you will ever deal with.



Most of the contacts I get via the internet are people ready to book an appointment. They've seen my website, maybe been referred to me by someone on a local car board, etc.
 
Yeah, on a side note it's crazy how many people simply ask "how much for a detail." I've come to learn that very few people understand car detailing and even fewer have received a "proper" detail - I seriously have never encountered a customer that has ever had a detail like I perform...which isn't surprising considering the number of people that get details by their local dealership or car wash facility (and 90% of mobile detailers perform garbage work).



My initial response to the general "how much" question is "anywhere from $75 to $300 depending on your vehicle condition and what you're looking to have done" (though I often perform details exceeding $300, I don't want to shocke them too much). Based on their response, I guide the conversation from there.
 
SilverLine said:
Go over the process you'll take with his vehicle, the value he'll receive, quality, ect. before giving him a price.



Always emphasize quality, value, convenience...and save the pricing for last.
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This is the best advice! Never talk price until you have thoroughly explained the quality, value and covenience of your service.
 
toyotaguy said:
I talked it over with someone on the other end of the spectrum....she thought I should just say its anywhere from 30/40 for a wash and 190/250 for a full detail and let them decide if they want to hear whats in between and what they get for the price
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No offense, but I think this is the wrong approach to closing a sale. If a potential client isn't willing to spend an extra 60 seconds to learn exactly what you'll be doing to their vehicle, maybe they are not the best client for your business. By not showing potential clientele the value in your services, price is going to be the only thing they have in which to compare you against your competition. I don't know about you, but price is the last thing I want to be compared by. In addition, by stating only prices in your sales pitch, you are only going to attract price shoppers. This market is really only concerned with price in most situations and are typically not loyal clients in the future. If another detailer says they will detail their vehicle for $10 cheaper...these type clients are quick to jump ship. Target the market that is concerned with quality service, value, the convenience you are providing them, the extra time they'll have by allowing you to perform the work instead of themselves; allowing them to be more productive with more important things in their lives. These clients are harder to find, but well worth the extra time and expense in the long run. Good luck.



Matt Williams

Silver Lining Detail
 
I have to agree with Matt. In addition to what he said, you will find that customers who are primarily concerned with quality work are very loyal if you meet their expectations.
 
SilverLine said:
Target the market that is concerned with quality service, value, the convenience you are providing them, the extra time they'll have by allowing you to perform the work instead of themselves; allowing them to be more productive with more important things in their lives. These clients are harder to find, but well worth the extra time and expense in the long run.



Matt Williams

Silver Lining Detail
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A couple of weeks ago I received a call from one of my customers, a doctor, who I have know for the past 16 years. Unfortunately he only calls me to detail his car every three or four years. That in itself is a bit strange, when you consider that I have been detailing his daughter and son-in-law's vehicles regularly for the past few years.



Okay, so before he makes the appointment he asks about the price. Since I have not detailed his car for a few years, I tell him the price and explain that it is $20 higher than he paid back in 2003. Now keep in mind that his price is in line with what I charge the rest of his family. He says that the price is okay and sets the date of the appointment.



A few days before the appointment he calls and asks if I could start about an hour later the day of the appointment and then asks again about the price. I tell him the price and he asks if there is any way I could do it for $10 less. Imagine, this guy is a doctor and he is asking me if I can detail his car for $10 less that the quoted price. I say no I am sorry, I cannot do it for less. I continue to talk about how sad it is that it has to come down to a $10 difference in price, especially when we have know each other for so many years. Hey, he is a nice guy. It is just that he is cheap. Basically, he is not really in my target market.



I have had a few people like that over the years and what they do not realize is that their price rises every year they do not get their car detailed. Of course, if they were to get their car detailed on a regular basis the price would remain a bit more stable.



True story.
 
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