Some customers just don't get it (pics).....

kakeuter

kakeuter

New member
I recently worked on a Mercedes for a new customer. Car was destroyed and the guy wanted it to look its best so he can sell it. I spent 7 hours on it between polishing and interior, I could have spent 7 more. When he heard my price (which was a discount) he was shocked. When he came to pick the vehicle up, he brought a flyer for a “popular” detail shop in town that has been here for 15 years apparently. This is also the detail shop that he had used before coming to me.



He wanted me to see the prices that they were charging, since they are my “competition” here in town. After looking at the prices I flat out told him, “I understand your concern and appreciate you bringing this in, but this place is not my competition.” It’s a shop that charges dirt cheap prices because they have 20 hired hands and use subpar products. I explained to him that I use only the best products for my customers and charge accordingly.



He still paid my price but actually said “I just thought you should know about your competition since I can’t really tell much of a difference.”

Can you guys tell a difference?



Before

benztrunk1.jpg




That's how my "competition" left it.



After

benztrunk2.jpg




benztrunk3.jpg




It’s just frustrating to break my back because I actually care what cars look like when they leave my hands and then have customers not appreciate the work.



I'll remember that when he comes back to have his other cars done right.



-Kody-
 
I would have told him that if he couldn't tell a difference he should feel free to use the cheaper shop.



Or referred him to an eye doctor.
 
I showed him the pictures, some people are just too arrogant to see the truth. It may sound weird, but I really don't care what others in this city charge. I set a price that I KNOW is fair given the products I use, the quality I put out (thanks you guys) and the "bend over backwards" service I provide for my customers.



-Kody-
 
Thats unfortunate for your sake. It sucks to put your time and effort into something, to have a customer not appreciate the work you did.



If he couldnt tell the difference in your work, you can either show him why you are better, and get his business in the future, or cut your losses, and find different customers.



Im not a professional detailer, but a hobbyist. I keep my car pristine, and get complimented on it on a regular basis. Ive been stopped at gas stations, work(work at a dealer) among other places. People do notice good work, but some people are either ignorant, or don't want to admit their wrong.
 
It's so hard to maintain a professional approach to this situation. I always feel like calling the customers bluff and telling them that if they can get the same quality for cheaper at another shop they would be foolish not to. If this particular customer comes back for another detail job in the future you will know for sure that they recoginize that you are delivering more value than the other shop. Some customers will appreciate the higher quality (and pay be willing to pay for it) and others will not.
 
You can fire the customer, or just move on. It's unfortunate that he didn't care or see a difference in your work, but I would just move one. Do you really need that pat on the back from this guy? It's obvious that you do great work.
 
I just had a guy call me today and ask me if I was close to the price other detailers charge in the area....I flat out said not, Im higher, but there is a reason for it...reasons 1-5 came out, I stopped there....
 
JohnKleven said:
You can fire the customer, or just move on. It's unfortunate that he didn't care or see a difference in your work, but I would just move one. Do you really need that pat on the back from this guy? It's obvious that you do great work.
Click to expand...



Its not the need of a pat on the back, but the fact that the customer contracted him. He obviously did great work, and it was ignored. Any person with eyes can see that he did a good job on the vehicle. Having a customer complain about pricing, compare you to another "competitor" and such isnt the right way to go about treating someone working on your car.
 
Some people just don't get it, or they're always looking for a bargin.

We do a wide variety of work, some of it is dealer (dear I say it) hack work and other work is on exotics such as the Aston One-77 recently. The problem is when someone with a high expectation of finish expects to pay the discounted dealer rates. I've learnt that I need to assess exactly what a customer is after and work the pricing to suit their requirements. Recently there have been several that we've had to recommend other car wash companies to simply because they're after a $200 job but they want $500 worth of work done. In these cases we've had to politely suggest that they'll get what they're prepared to pay for particularly if they don't seem to grasp just how much work is actually involved in getting the desired result. I suspect that a little more understanding of the customers expectations prior to beginning this job might have saved a lot of frustration.

Customers who approach us based on our reputation for quality work seldom take any issue with price and in fact sometime expect to pay a lot more than we actually charge; these are the customers who keep coming back because they appreciate quality at any price.
 
I'll add that that appears to be a newer model Mercedes with the Ceramiclear paint which can be a royal PITA to improve. I wonder if your competition even knows what Ceramiclear paint is, let alone about the better polishes that can better correct it and I bet if you discuss it with the client, it would go right over his head. The client ought to be very satisifed with the result.
 
Bill D said:
I'll add that that appears to be a newer model Mercedes with the Ceramiclear paint which can be a royal PITA to improve. I wonder if your competition even knows what Ceramiclear paint is, let alone about the better polishes that can better correct it and I bet if you discuss it with the client, it would go right over his head. The client ought to be very satisifed with the result.
Click to expand...



Exactly, the paint was a pain in the a$$ to correct, but man did it look good.
 
Amazing work. The customer needs to see the before and after shots. It always astounds me how dense people can be sometimes. They think price is everything and that your talent is a commodity.



Reminds me, I saw a coupon the other day for a place that does Lasik surgery. Now SERIOUSLY, would you have your eyes cut open because you have a coupon and can save a few bucks?! People are idiots!
 
God no! Once my near sighted vision goes too, I'm going to look into the Filutowski Institute, which fortunately is near me.



If I'm going to do a client's car I try to do my best to educate them about paint types and different paint problems and how they are corrected, but simply just can't win them all.
 
The work looks great, I wouldn't worry about the customer's reaction. Yes it sucks, and yes it will make you feel down and out, but you just have to move past it. If the customer feels that he will get the same results by going to the cheaper shop, then let him, plain and simple. If he is then happy with that shop's work (be it subpar to you or not), then that's that. You have to remember that this is just business, and shoudn't take it too personally.
 
Sounds like a price shopper. I am surprised a price shopper left the car off without getting a price first though.
 
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