Turning down business

I

imported_turbomangt

New member
I hate to admitt it, but this week I had to actually turn away business. I had a guy call me and said he needed his car done by this weekend. I knew that I was stacked up this week already, and I politely told him I could fit him in next week Tuesday. He got rude and said I guess I will go somewhere else, and hung up. If there was anyway I could of moved things around I would of, but I couldn't. I had people who booked in for this week like 2-3 weeks ago. Its times like these I wish I had more poeple and about 3 more bays. :(
 
You really didn't turn him down, he just didn't want to wait. I have turned down a few cars after seeing them in person because they were beyond all hope.



I am in the same boat with resect to fitting people in quickly. I just can't do it most of the time. Every once in a while someone will call just after I get a cancellation though.
 
This brings up a great point. I'm not a professional detailer, but I did run a successful consulting business for several years. One of the most important lessons I learned was knowing when to say no to business. No matter how much I wanted the check, I learned to say no if I wasn't sure I'd be able to deliver, or if I thought the client was a problem. If you think either one is true, then "no" is the right answer.
 
Yeah, if that guy wants to be a rude *******, let him be one, but don't let him be one of your customers.



It's those types that are never happy, and like to nitpick. Tell the guy that you can't fit him in, because of your attention to detail makes the process long and tiring. He can go find someone else, but you're booked for a reason; 'cause you're good.
 
beau said:
Yeah, if that guy wants to be a rude *******, let him be one, but don't let him be one of your customers.



It's those types that are never happy, and like to nitpick. Tell the guy that you can't fit him in, because of your attention to detail makes the process long and tiring. He can go find someone else, but you're booked for a reason; 'cause you're good.
Click to expand...



Exactly. Well put.



I deal with the same on a regular basis. In the begining, I was too afraid to turn down a customer for any reason, now, I don't even give second thought if it is going to affect any aspect on the quality of work I work hard to accomplish.
 
I'm not a pro nor do I do it full time but I have had to turn down a couple .. mostly the "Ph on Thursday .. need it done by the weekend " types



Or "I saw what you did on so and sos' car .. could you do mine up like that?" and thier car is crap .. I have to explain to them that you can't make a steak dinner out of a slab of bologna and I refer him over to the detailer on the other side of town that washes and waxes over everything .. no clay or polish.
 
As a professional detailer, if I have learned nothing else, it is knowing how to pick your customers. The reality of it is that people like this guy that was rude, people who try to talk you down in price, and others waving that red flag are NOT people you want as customers. They will end up giving you countless headaches, you will never please them, they will find something to complain about, and they likely will never send their friends to give you more business.



A friend a mine gave me this advice a long time ago. I follow this advice with a passion and as a result, my GOOD customers are happy--THRILLED, they send their friends to me, and their checks don't bounce!!



PICK YOUR CUSTOMERS AND YOU'LL KEEP THEM FOR LIFE
 
beau said:
Yeah, if that guy wants to be a rude *******, let him be one, but don't let him be one of your customers.



He can go find someone else, but you're booked for a reason; 'cause you're good.
Click to expand...
Great reply Beau:xyxthumbs
 
Alot of people can't comprehend that detailing is not always a same day business especially for people like us working by themselves. Alot of calls are people hoping to get it done the same day. I think they believe that all detailers have shops with 3-4 employees.
 
AutoNova said:
Alot of people can't comprehend that detailing is not always a same day business especially for people like us working by themselves. Alot of calls are people hoping to get it done the same day. I think they believe that all detailers have shops with 3-4 employees.
Click to expand...



Exactly. I have so many (probably too many!) weekly regulars that I just can't fit someone in immediately unless they happen to call just after a cancellation. Usually it is a 5-7 day wait for new appointments. With an El Nino winter looming, I just am not sure I want to bite the bullet and take on an employee right now. Wet winters equal slow business. :(
 
You must log in or register to reply here.
Back
Top