Omfg!!!!

M

mose

New member
*** is wrong with people?



8/26 - Got an email about a detail. Emailed the customer back, talked about available dates, agreed on a date and set the appointment.



9/11 - Customer dropped off car to be detailed with the understanding that (as per their instructions) couldn't pick the car up until Sunday



9/13 - 12:02PM - called customer and phone went right to voicemail

4:30PM - called again......right to voicemail

4:32 - texted customer

7:30 - emailed customer

8:30 - customer calls back and tells me that it was her sons bday weekend, her dad was in town and they forgot all about the car. Told me that he dad was on a plane her two year old son was in bed and could she please pick up the car Monday (14th) night. I tell her sure...no problem



9/14 - Emails me during the day to tell me that she had an unexpected dinner meeting pop up in Truckee (A good hour and a half out of town) and her hubby couldn't pick it up cuz there was no one took drive the car home. (They don't have friends?) I tell her sure.....no problem



9/15 - Get an email first thing in the morning telling me that picking up the car is getting increasingly more difficult in the evenings and could she please pick up the car before I go to work on Wednesday! (16th) I tell her that she HAS to be there by 7AM or else I will be gone and she will have to wait to get her car.



I just don't get *** is wrong with people?!?!? In what world is behaviour like this acceptable? Come get your POS out of my garage, give me my money and never darken my doorstep again!!!



Anyone else every have a situation like this?
 
interesting. A lot of my customers are great with leaving their cars, I get a lot of the "I want it back, but I don't need it back, work your magic" responses and such.



I did have an S2K here for two weeks because the guy worked two jobs during the week and he didn't wanna drive it home in the rain - which was 60 miles - and it rained straight for two weekends. He even made it all the way down here and it started down pouring as soon as he got here, he just left it again. It was fine with me though, I hate seeing my work get driven off in the rain.
 
I have never had a problem with people leaving their cars or picking them up. People are always eager to get the cars back. This person lives in a very affluent area of town, gated community, lots of money and apparently thinks the world is there to serve them. It's sad because they have three other cars that I would love to detail but it's not the hassle for me. I am booked through mid October right now and am not worried about keeping them as a customer.



It's jsut sad that money usually replaces common sense or decency.:confused:
 
Jakerooni said:
if it's becoming that big of an issue what's stopping you from dropping the car off ( with a nice sur-charge of course)
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+1 as well as the days it was at your garage.
 
On my way home the lady called me to tell me that her hubby and son were on their way to pick up the car!! Not to check to see if I was going to be home......but that they were on their way!! I just don't get it. At least the car is gone!! No apology, no extra cash for the trouble....oh well. Lesson learned.
 
No offense, but you better hope this customer does not frequent this forum. Really though, this is just part of being in business. You have to constantly deal with people and their eccentricities.
 
Just my opinion, but, better to work something out amicably and reasonably with this customer. Keep it on good terms since you never know when you will need future business or when word of mouth will help (or hurt you). I don't know the distances or psyche involved with this particular individual, but more often than not, it's better to handle all on good terms.



Like the prior poster said, is there a way to drop it off, perhaps for a fee (or maybe not) and show the customer (remember "customer") that you will go the extra mile to help? It will get the car out of your garage, let you pick-up the payment and maybe keep a customer (and potential annuity). There are only 31 days in October......so, even though you're booked, don't you want more business for the following month?



I'd try to "pay it forward".



That's just my opinion, I could be wrong......................



See ya. :wavey
 
tenorplayer23 said:
Just my opinion, but, better to work something out amicably and reasonably with this customer. Keep it on good terms since you never know when you will need future business or when word of mouth will help (or hurt you). I don't know the distances or psyche involved with this particular individual, but more often than not, it's better to handle all on good terms.



Like the prior poster said, is there a way to drop it off, perhaps for a fee (or maybe not) and show the customer (remember "customer") that you will go the extra mile to help? It will get the car out of your garage, let you pick-up the payment and maybe keep a customer (and potential annuity). There are only 31 days in October......so, even though you're booked, don't you want more business for the following month?



I'd try to "pay it forward".



That's just my opinion, I could be wrong......................



See ya. :wavey
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+1 for this statement
 
The customer picked up the car, doesn't frequent this website, was very happy with the car, doesn't know that I was upset, took business cards, talked about me doing their Benz and will never know the reason why I won't ever do a car for them again.
 
brwill2005 said:
No offense, but you better hope this customer does not frequent this forum. Really though, this is just part of being in business. You have to constantly deal with people and their eccentricities.
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LOL Agreed. Just be glad you're not in the graphic design business... lol.
 
Not to perpetuate the discussion much longer, but why wouldn't you do the work on their other car if they ask again?? Sounds like money in the bank and a potential returning customer.



My advice with a customer like this, would be to kindly accept their business if they should ask and just arrange with the owner in advance that the car will be picked up when ready (or make "other arrangements" so that it is received by them promptly, even if you deliver it/build the delivery or not, it into the price). I would be honest with them and say that for business & insurance liability reasons, you really can't have their car on your premises for as long as this past one was. Being up front and treating the situation as just business, where all sorts of things happen, is by far the best course.



Just my opinion, I could be wrong.................



See ya. :wavey



mose said:
The customer picked up the car, doesn't frequent this website, was very happy with the car, doesn't know that I was upset, took business cards, talked about me doing their Benz and will never know the reason why I won't ever do a car for them again.
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tenorplayer23 said:
My advice with a customer like this, would be to kindly accept their business if they should ask and just arrange with the owner in advance that the car will be picked up when ready (or make "other arrangements" so that it is received by them promptly, even if you deliver it/build the delivery or not, it into the price). I would be honest with them and say that for business & insurance liability reasons, you really can't have their car on your premises for as long as this past one was. Being up front and treating the situation as just business, where all sorts of things happen, is by far the best course.

See ya. :wavey
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I agree. Just let them know you don't have the room to store their car. A day or two is fine but thats it. Had a client drop off a Porsche one time in October for a detail. She came back in February. Thats nuts. No phone call, nothing.
 
Personally Moses, any work I can get I'd go for it. There are aalways problem customers, that is the nature of the beast unfortunately. Some are good and some are bad but they all pay.
 
Re: to the two follow-up posts........it's just the reality of doing/owning small business. In fact, it's the same in MN billion dollar businesses. Keep the "customer" as you top focus, be clear, honest & amicable in communicating, and most importantly, set proper expectations with them not only about the work you will do, but also what is expected of them........in this case, when/how a car needs to be picked up.



BTW, do you use a written & signed contract? If so, you could add stipulations regarding car storage compensation, delivery or whatever you'd like (or not like to) add to your business model. Just depends on what you want; what the market will bear.



Again, just my opinion, I could be wrong.................



See ya :wavey



detailfanatic said:
I agree. Just let them know you don't have the room to store their car. A day or two is fine but thats it. Had a client drop off a Porsche one time in October for a detail. She came back in February. Thats nuts. No phone call, nothing.
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nicknick said:
Personally Moses, any work I can get I'd go for it. There are aalways problem customers, that is the nature of the beast unfortunately. Some are good and some are bad but they all pay.
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After a day or two at the most, I tell them that the car is going to have to be kept outside as I have other cars to detail. That usually gets it picked up right away.
 
gmblack3a said:
After a day or two at the most, I tell them that the car is going to have to be kept outside as I have other cars to detail. That usually gets it picked up right away.
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Yeah. I don't see why you just couldn't tell your customer that having the car there was causing you a problem, you have other customers, need the space, the insurance and liability issues noted, etc., or drop the car off to them as was suggested.
 
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