imported_mirrorfinishman
New member
13 - Always reward your customers with price discount incentives that they can use towards their next detailing, when they send you new customer referrals.
The key to repeat business
- Thread starter Scottwax
- Start date
SilverLexus
Super Enthusiast
I have to say that I am impressed by the commentary here.
I think all of these points have an underlying theme....customer service is so bad is so many ways (and other areas outside of car care) that when you deliver good service people will definitely remember you as a "go to" person.
I think all of these points have an underlying theme....customer service is so bad is so many ways (and other areas outside of car care) that when you deliver good service people will definitely remember you as a "go to" person.
mirrorfinishman said:
I've found that just doing a little extra for them works better than a discount. Of course, that probably has a lot to do with the fact that much of my clientel is very high end and saving $5-10 really doesn't mean much to them. In a more middle income market, discounts would probably work very well.
I guess we all need to fine tune the basics based on who our customers are.
imported_mirrorfinishman
New member
Scott, I hear ya.
Even though I offer a Twenty Dollars Off referral reward to all of my customers who send me new clients, sometimes many of them just hand it back to me the next time they get their car detailed. It's easy to see that they just like the idea of telling there friends and family about my services and they are really not interested in the discount.
However, I have some customers who always seem to be sending me new customers and many of them really do appreciate the $20 Off discount for each referral.
Even though I offer a Twenty Dollars Off referral reward to all of my customers who send me new clients, sometimes many of them just hand it back to me the next time they get their car detailed. It's easy to see that they just like the idea of telling there friends and family about my services and they are really not interested in the discount.
However, I have some customers who always seem to be sending me new customers and many of them really do appreciate the $20 Off discount for each referral.
imported_ajbarnes
New member
Great thread. Very good advice and ideas! I utilize several of the mentioned great customer service methods and it does work. A few of my most popular methods are doing a little extra for my regular customers, free gifts, free additional services (carpet mats shampoo with a Wash N' Wax, etc.), and referral discounts.
OK, here are the cards i use for refferals, PM or e-mail me if you want the original Photoshop files
what i do is tell the customer to write their name on the card and give it to a friend. when the friend gets it, they get a small discount, and i send the customer a nice thank-you note with the $20 Cift certificate that they get as a refferal bonus. Most of my customers love the idea, even the richest of them. One of them said he loves it because of the age old quote "the rich dont get rich by spending their money" I laughed since he has more expensive cars than he could ever "need"
anyhow here is what i use for a business card and a refferal card all in one:
Front:
Back:
what i do is tell the customer to write their name on the card and give it to a friend. when the friend gets it, they get a small discount, and i send the customer a nice thank-you note with the $20 Cift certificate that they get as a refferal bonus. Most of my customers love the idea, even the richest of them. One of them said he loves it because of the age old quote "the rich dont get rich by spending their money" I laughed since he has more expensive cars than he could ever "need"
anyhow here is what i use for a business card and a refferal card all in one:
Front:
Back:
imported_mirrorfinishman
New member
Scottwax said:
I got this email from a new customer as a reply for sending him pictures of his freshly detailed Infiniti G35.
As a little something extra, I always take along my digital camera on detailing jobs so I can take pictures after the vehicle gets detailed. Below the email are a few of the photos I sent him.
---------------------------------------------------------------------
From: "John K" <[email protected]>
Date: 2004/12/04 Sat PM 08:27:03 EST
To: "'Frank Canna'" <[email protected]>
Subject: RE: G35 Detailing Photos
Frank,
Thanks very much, the car looks great! Please let me know if you need an endorsement or testimonial, and feel free to use the photos for promotional purposes on the web or whatever.
John K.
-----------------------------------------------------------------------
http://autopia.org/gallery/showphoto.php?photo=10391&papass=&sort=1
http://autopia.org/gallery/showphoto.php?photo=10390&papass=&sort=1
Excellent work, Frank! I've found that taking pictures is a great idea. I have a nice photo album I can show new clients, lots of pics on my website and I can also e-mail pictures of a customer's freshly detailed car(s) every 90 days as a reminder.
What is really funny is I have customers who have called me wanting to know when their car is going to be on my website!
What is really funny is I have customers who have called me wanting to know when their car is going to be on my website!
imported_mirrorfinishman
New member
14 - Always be completely honest with your customers.
Be truthful. And above all, give your customers every reason why they should put their trust in you when it comes to taking care of detailing their car.
Don't upset a customer by being rude and playing games. Say exactly what it is that you can do for them and then do exactly what you say.
Be truthful. And above all, give your customers every reason why they should put their trust in you when it comes to taking care of detailing their car.
Don't upset a customer by being rude and playing games. Say exactly what it is that you can do for them and then do exactly what you say.
zainoshine
Don't forget the pedals!
I recently did a detail on a brand new Silverado, and the customer was impressed and wanted to keep it that way. So I told him about a maintenance program and he promptly signed up. However, winter weather=salt and dirt and snow in WI, and he doesn't use his hose in the winter (although has a heated garage). I use QEW for winter, but it can only handle so much.
Basically I don't know how to work it out that if his vehicle is really salty and dirty, how I can wash it?
Any suggestions?
I want to keep this customer as a regular-he's great for referrals (having your car detailed is kind of a status symbol around here....
)
Basically I don't know how to work it out that if his vehicle is really salty and dirty, how I can wash it?
Any suggestions?
I want to keep this customer as a regular-he's great for referrals (having your car detailed is kind of a status symbol around here....
)imported_mirrorfinishman
New member
15 - Always plan to keep in touch with your customers.
For example, sending out reminder post cards will not only help your customers remember that it is time to maintain and protect the appearacnce of their vehicles, it will also help to provide you with a steady schedule of detailing appointments too. It is a good idea to schedule your mailings at least 4 times a year, usually with the change of each season. And it is always better to divide your mailings into groups, so that you do not have everyone responding at the same time. This will help to even out your scheduling.
Mailing out a newsletter is another good way of keeping in touch with your customers. A good newsletter also helps to create a professional image for your business.
You could also start a tradition of sending holiday greeting cards to each customer serviced during the past year. That is always a good way to keep in touch and at the same time, let your customers know that you sincerely appreciate their business.
Whatever you do, it is always a good idea to keep in touch with your customers.
For example, sending out reminder post cards will not only help your customers remember that it is time to maintain and protect the appearacnce of their vehicles, it will also help to provide you with a steady schedule of detailing appointments too. It is a good idea to schedule your mailings at least 4 times a year, usually with the change of each season. And it is always better to divide your mailings into groups, so that you do not have everyone responding at the same time. This will help to even out your scheduling.
Mailing out a newsletter is another good way of keeping in touch with your customers. A good newsletter also helps to create a professional image for your business.
You could also start a tradition of sending holiday greeting cards to each customer serviced during the past year. That is always a good way to keep in touch and at the same time, let your customers know that you sincerely appreciate their business.
Whatever you do, it is always a good idea to keep in touch with your customers.
kompressornsc
New member
Here you go!