Issue with customer, not sure how to handle it...

ScionDave

New member
First, a little background:



I was laid off a year and a half ago from a dealership that I was working at. So I decided it was time to start working for myself. Since then most of my customers (99%) of them have been friends and family, and their co-workers, and everyones been pretty happy with the work I've done. Recently the weather hasnt been too great and in my down time I put an ad on various 'wanted' websites hoping to expand into other areas around me, which has worked pretty well.



Now, where it begins...



I get a phone call in regards to the ad I had on craigslist. The owner of a small dealership (who pretty much does everything there) just had to get rid of his last detailer because he didnt know what he was doing with a buffer and messed up one of his vehicles. He asks me to come down on Monday (4/30) so he could see the different products and tools I have, which was fine, no big deal. He asks me to come in on Wednesday (5/2) to start on some of the cars he has, and that he will pay me cash every day I'm there. I told him since he was going to have me there 2 or 3 days a week that I will give him 20% off of the prices I have set, he agreed that it was a fair price, since he would send cars out to be done somewhere and they would be gone for 3-4 days and cost upwards of $150 or more.



I show up on Wednesday at 11 am and got started right away. The first car a green '96 Sentra was pretty bad (I should have took pictures), it looked like it was abandoned under a tree with the windows down. The second car a red '02 Sentra needed a good wash and vacuum, and scrub of the seats. Also it needed to be buffed on the front bumper at both corners, as well as on the fender and quarter panel. The third and final car was a black '04 Chrysler Sebring Coupe, which I needed to remove wax buildup from the trim and between body panels, which it seemed to be baked on. As well as remove the swirls from the paint and clean the carpets and upholstery.



Around 5pm he tells me that he needed to leave as asks me to return on Saturday (5/5) and do 2 of his personal cars, and 1 or 2 other cars he has to sell. Which usually isnt a problem for me. He asks what he owes me and I tell him "usually it would be about $225, but $175 is fine" then tells me that he will pay me next time I'm there since he didn't have the cash. I responded that I needed to be paid then and that I can take credit and debit cards as well. He then says since I was only there for 6 hours, and "really only worked 5.5 hours and $10/hr" that $55 is better, and hands me $25 and says he will give me the "other half" next time I'm there.





Here's a link of the ad that is on craigslist.

http://img404.imageshack.us/img404/9857/flyer2g.jpg





C/N: Detailed 3 cars for a small dealership in 6 hours, told him it would be $175 and he says $55 is more reasonable because that's about $10/hour and and only gives me $25, now what do I do?
 
You could threaten a mechanics lien, but it doesn't sound like you did any paperwork, rookie mistake, but its going to bite you in the end.
 
Dan said:
You could threaten a mechanics lien, but it doesn't sound like you did any paperwork, rookie mistake, but its going to bite you in the end.



This is my first time doing anything at a business like that. What would you recommend I do next time, and how do I go about it?
 
Dan said:
You could threaten a mechanics lien, but it doesn't sound like you did any paperwork, rookie mistake, but its going to bite you in the end.



You are dealing with a very disreputable person " a crook". who recognizes he can take advantage of you. Why? because YOU HAVE ALLOWED HIM BY starting your business relationship off not being firm about your pricing structure and what was expected of him. Why you would start at one price and then lower is unexplainable... but would suggest a good lesson learned and that is the next time you put everything in WRITING... fill out a form for each vehicle and quote pricing for small, medium or large extra dirty, extra for wet sanding etc. Or have a general price list that states all your prices for vehicles and what you will do.



You probably take out a lien against his property if he owns it or take him to small claims court... I am not sure what police can do if you take services and refuse to pay.
 
Automania, exactly!

We had a similar discussion here a couple of months ago.

A detailer operates an automotive service's company, just another part of business.

At the time this was brought up, it was pointed out to detailers that they must be business people as well as technicans.

We brought up how if one takes their vehicle for an oil change, a set of tires, mechanical work, etc a "repair order" or "work order" is required before any services are provided.

It is time that those in the detailing community start becoming business people!

When we had this discussion some came back saying that they didn't have time to do a RO, or that the customer would not sign or accept such.

Strange, since this use of RO's or WO's are not anything new and everyone who has ever had work done, at one time or another (more often all the time) are used to be presented such and signing off on such.

And----it's provides a "legal" leg to stand on when one has such a jerk as this dealer is.

Grumpy
 
Dave S said:
This is my first time doing anything at a business like that. What would you recommend I do next time, and how do I go about it?



Don't be to hard on yourself about it. You could have come out a lot worse. You might try becoming enough of a disturbance to this guy to get money, but you don't really have a leg to stand on. Automania posted some good tips, I'd add, everything needs a repair order with vin#'s, a detail of the work to be performed and a cost estimate. Don't work before you have a signature.
 
Automania said:
... because YOU HAVE ALLOWED HIM BY starting your business relationship off not being firm about your pricing structure and what was expected of him. Why you would start at one price and then lower is unexplainable......





I told him that I would give him 20% off of my prices since I would be doing multiple cars, and because I would be there 2 or 3 days a week.



'96 Sentra = $75 (wash, and removal of heavy stains in carpet)

'02 Sentra = $100 (wash, upholstery cleaning, and light buffing)

'04 Sebring = $50 (light polish and spray wax)



Total = $225

20% off = $180, but $175 was fine because I used his pressure washer for the wheels
 
Dan said:
Don't be to hard on yourself about it. You could have come out a lot worse. You might try becoming enough of a disturbance to this guy to get money, but you don't really have a leg to stand on. Automania posted some good tips, I'd add, everything needs a repair order with vin#'s, a detail of the work to be performed and a cost estimate. Don't work before you have a signature.



Alot of good advice. I'll have to print up some papers with all the pricing points, a spot for the vehicle and client/customer information, as well as any additional information/notes.

Is there a sample anywhere that I can use as a guide so I know where to start?



I guess ya live and learn.
 
Dave S said:
Alot of good advice. I'll have to print up some papers with all the pricing points, a spot for the vehicle and client/customer information, as well as any additional information/notes.

Is there a sample anywhere that I can use as a guide so I know where to start?



I guess ya live and learn.



Don't forget to note prior vehicle damage, another way these dirtbags will try to get at your wallet.
 
Good idea... Any clue where I can get a sample RO/WO to base mine off of?



(I'm mobile so I cant have everything typed up on the spot, so I will have to have a list of things followed by space for me to fill in the information)
 
Dave S said:
Good idea... Any clue where I can get a sample RO/WO to base mine off of?



(I'm mobile so I cant have everything typed up on the spot, so I will have to have a list of things followed by space for me to fill in the information)



Link to a form: Starting a Car Detailing Business: Free Business Forms



You need to STOP giving multiple car discounts...why? When is the last time anyone gave you a multiple discount for anything?
 
Automania said:
Link to a form: Starting a Car Detailing Business: Free Business Forms



You need to STOP giving multiple car discounts...why? When is the last time anyone gave you a multiple discount for anything?



First, Thank you for the link.





You've never bought something just because it was on sale, or buy 1 get 1 free?



I do it because I don't have to drive to multiple places for each job, and I can usually do 3 or more cars with 2 gallons of wash that I use, which saves me product. I can also use the same towels from car to car instead of having to wash them after just one. And I don't have to carry everything out to my car and back inside each time I have a job.



I really only started that when doing the mobile washes, I usually do 5-8 each time since they're all done in parking lots while people are at work, and its easier to get more people involved when they're getting a "deal".
 
You may wish to check with Staples, Office Depot or a local office supplier.

Staples has Adam's Auto Repair Order forms, three part, 8 1/2 by 7 inch- $8.79 for 50 three part.

Sure that there are others, both manufacturers and suppliers.

They have two and three part (which you will need for records, etc) available in packets of various sizes, etc.

Just look for automotive repair order forms, or service work order forms.

That will get you started, and since you don't have buy 100's of them (usual pack is 50 each), it will allow you to experiment and find what works best for you.

All you need then is some pre-printed off you computer labels for you company name, etc or a good rubber stamp.

The more "official-professional" things look, they more that they are respected.

Grumpy
 
From now on I'll take pictures of every car before and after if there is any damage. That's a real good idea on how to document any problems.



Also, I made this up real fast. http://img812.imageshack.us/img812/7299/invoicel.jpg



When they pay in full I'll give them the copy and take a picture of it on my phone. Since I use Square for all my transactions, both cash and credit) I can include that in each one, or should I keep the invoice and just send a receipt as I usually do (via email or text)?



Let me know if I'm missing anything.
 
Dave, that's is pretty much what the repair order does.

It has a place for you to write down any damage that you see before you price the work or start the work.

Taking photo's of found damage is not a bad idea at all, however, there is plenty of room to write what you find before you start the job and the customer has to sign off for work and price before you start the job.

Notice on most of the forms is a place that specifies what method of payment they will use as well.

Grumpy
 
DaveS, hopefully it works out for you. I usually walk the car with a customer so we make notes together, so there's no questions. I usually find MORE than there aware of. I've got high volume importer who has been calling me for years to "HELP HIM OUT" but stories like this are the exact reason I don't take the business! Also having seen the number of porters he's gone through over the years tells me something.
 
I've also made up a pricing sheet that I will go by more strictly, that will be a basis of what I give my quotes from, of course I'll have to make adjustments to the prices laid out in the sheet based on vehicle size and condition, which it states at the bottom.



Heres a link to that as well.

http://img155.imageshack.us/img155/5763/pricelistofservices.jpg



And again, if I'm missing anything, or if something looks like it should be priced differently please let me know so I can make the changes accordingly.



Of course I'll keep the same prices with my long time customers and only make those changes slowly with them, but only after first notifying them.
 
The first thought that came to my mind when I read this was "You are NOT this guy's employee, you are an outside contractor he is bringing in to provide your services to his business." He can get away with paying an employee/laborer $10/hr. because that laborer isn't also having to cover overhead for supplies, insurance, etc. like you do as a business.



Dave S said:
I told him that I would give him 20% off of my prices since I would be doing multiple cars, and because I would be there 2 or 3 days a week.



'96 Sentra = $75 (wash, and removal of heavy stains in carpet)

'02 Sentra = $100 (wash, upholstery cleaning, and light buffing)

'04 Sebring = $50 (light polish and spray wax)



Total = $225

20% off = $180, but $175 was fine because I used his pressure washer for the wheels



Offering wholesale pricing for dealer accounts is great, but if you're going to enter into such an arrangement you should also be getting a signed contract stating exactly what is expected of you and of the dealer in terms of what work is to be done when, how the pricing structure will work, when and how you are to be paid, etc. A verbal contract won't hold a lot of weight in a court of law, even though it is supposed to technically be binding.
 
He is expecting me to be there tomorrow to do a few more cars, and to give me the rest of my money. Should I just cut my losses and look elsewhere, or should I go in, with prices of each service in hand and just offer 20% off, like we originally agreed.



Also, if I do go back tomorrow, should I use a separate invoice for each car, or put them all together on one?
 
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