Questions about Customer Treatment

S

stilez

New member
Ok, so some of you may remember a few vehicles I did over the summer. White Chevy Pickup, Champagne RX300, and '73 Yellow Camaro SS. I did them for my mechanic of 15+ years (started as my dad's mechanic). Very nice guy and very helpful. He used to detail and still sticks by his old school techniques. He gave me a lot of his tips that he used to use while I was detailing his vehicles, such as:



"Drive the car, then detail the rims...The heat helps get them cleaner"



"It's carnauba wax (liquid) so you know it's really strong"



"Use 2 coats of wax right after the other for more protection"



"Use Wesley's Bleach-White on my white letters instead of your stuff, it's the best out there"



"Silicone dressings are soo much better than water-based in all applications"



so on and so forth....





I took his constructive criticism and used his reccomended methods, even though I knew better.



Now, he was very pleased with my detailing and offered to hand my cards out to his regular customers that he used to detail for.



I get a call from one customer last night and he wants his 93 Camry and 99 4Runner detailed. He definately knows a couple things about detailing and asked a lot of questions to be informed about my work. He said I wouldn't have even called you unless I spoke to Steve (my mechanic) because I value my cars and I know how many garbage detailers are out there.



Now here is the dilemma...He brought up how Steve "needed" to give me some pointers on how to do some things. He stands by Steve's methods (2 coats of wax, etc etc) and would like me to exercise them.



The question is, should I do as he pleases or try to explain the benefits of paint sealants, water-based dressings, so on and so forth? I don't want to burn any bridges if this gets back to my mechanic.



Just thought I'd ask incase my thoughts were on a narrow-minded course.



BTW: I was planning on explaining how sealants > waxes for protection since he only likes to have his vehicles done every 6 months and how water-based dressings have improved for longevity, UV inhibitors, etc.



Thanks for any advice in advance. :)
 
Tough spot. It could be the beginning of a good customer stream, but do you really want more and more people spreading the word that you buy into and practice in such an old-school way? Sooner or later, you may wind up losing the kind of knowledgeable, progressive clientele you really want--the kind who actually know what a "hack detailer" is. And you won't even know you're losing them, because they'll hear things from your current customers and won't even bother to call.



On the other hand, you say this guy seems to know a little about detailing. Perhaps a conversation with him would be fruitful. Explain that you agree that there are a lot of hack detailers and that it is your personal mission to be the absolute best there is. Go on to explain that you regularly consult with a group of the nation's foremost detailers as well as technical representatives from manufacturers including Meguiars, Mothers, and a host of high-end boutique products. Let him know you respect your mechanic and his advice, but that you cannot in good conscience follow all of his advice, because you know for a fact that some of it is outdated. Then guarantee him results that he will be pleased with and do it your way. Tell him if he is not happy, you will re-do it, his way, for free.
 
Sean - I think he is an isolated case. I'd do what he wants and educate the others. Best way to teach is by example. Let him see your car and if he asks questions, that would give you an opportunity to "teach" him about the new stuff. m2c.
 
Im with Hotrod, your buddies ways are "old School'' after all. Things have changed vastly in the last decade, as products, procedures, beliefs and facts. Instead of "schooling" him, just inform him of todays methods, and as Frank said, prove it to him with your end product.
 
Thanks for the responses :) . I really appreciate them.





Hopefully my car will sell my business as I pull up. :lol



When I speak to him in a couple weeks, I will go into speaking about my techniques and products used. Jngrbrdman described a nice analogy of wax vs. sealants to me which I will use. ZJ Jim, I like this comment a lot:



"Go on to explain that you regularly consult with a group of the nation's foremost detailers as well as technical representatives from manufacturers including Meguiars, Mothers, and a host of high-end boutique products"



Thank you.
 
I would explain to him as best as you can why you do what you do and why it is better, but if he still wants two coats of wax right after each other then do what he says, he's the customer and it'll make him happy.
 
just tell him "Steve, I take my car to you to have the best mechanic work possible, and i let you do it using YOUR methods, Let me detail your car using MY methods, and i guarantee that you will be more than satisfied with the results!"



or something to that effect
 
HotRodGuy said:
I'd educate him in a very respectfull maner :)
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Same here. You should also mention you used the mechanic's methods to please him, even though you are much more up to date on the latest detailing methods...and also mention you'd like to keep that information between the two of you so as not to offend the mechanic.
 
I would like to add my customer service background view, maybe this will give a perspective.



The Mechanic had a preferred method/result set he liked to use, and at some point he decided paying you to do it rather than do it himself was worth it to him.



The mechanic is sending you business based on the fact that you will do things to the Mechanic's specs.



I personally strongly suggest AGAINST about referring to any techniques in a denegrating fashion because it will make you look unprofessional. Even if you say something like "Yeah, well, normally i don't do that sort of older technique...." that can come off as very abrasive to your prospective customer, especially if he's friends with that mechanic that told him about you because you can do it the 'old way.'



I understand your frustration about the Mechanic saying how he had to 'show you' something. Let it bead up and roll off your back. You have the tools/skills to offer more different types of detailing methods, which ultimately means you can sell yourself to wider array of people.



You'd want to say something like, "He had a special request of techniques he wanted me to use that had different benefits, and I can offer them to you too. I can also show you the other things I know how to do and their benefits too, that way together we can pick what would work best in your case."



Something like that not only doesn't turn off the prospective customer, it allows you to segue into adding goodies to the service, make the customer feel more empowered and invovled(if they want to) instead of hands off-ish, presents yourself as very experienced, etc.





just a thought, take it for what its worth. ;p
 
Kanchou said:
You'd want to say something like, "He had a special request of techniques he wanted me to use that had different benefits, and I can offer them to you too. I can also show you the other things I know how to do and their benefits too, that way together we can pick what would work best in your case."



Something like that not only doesn't turn off the prospective customer, it allows you to segue into adding goodies to the service, make the customer feel more empowered and invovled(if they want to) instead of hands off-ish, presents yourself as very experienced, etc.
Click to expand...



This sounds like very good advice!
 
Ask the customer what his ultimate goal is. Shine or durability. How often he is interested in getting his ride detailed ,etc. First and foremost the customer is always right, right. If they are 'head strong' into their methods, that is the ways you should go, it's their money. If they are open to the fact that there has been great improvements in chemicals in the last ten years , then show them. Or chances are that they would not know the difference, between products, until the shine keeps on shining.
 
but the objective is not to determine wether they are open to alternate techniques or not, but to do good business. Thats both in the detail, and how you carry yourself and language usage.



Since some of these people will be coming to you filtered by a customer who is referring to you because of a technique he asked you to use specifically, the act of trying to compare your mechanic's friend technique to any other techniqeus by saying 'improvement' is tantamount to badmouthing your mechanic friend.



To avoid presenting a disparaging image, all techniques (unless they are outright -bad-) are equal.





Imagine you're the customer and you were referred by the mechanic...



customer: Yeah, my buddy sent me in your direction because I heard you can do A and B.



You: Yeah, but I don't really like doing it, I prefer to do C and D because its better.



customer thinking:(well, why did my buddy send me here?)



or (gee, why did he do it that way if thats not how its done?)



And so forth...
 
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