what do we call customers who....

M

MooreImpressive

New member
You know, the people who tell you over and over that they are "going to call you". I need to have you detail my truck kind of people, but never ever call. random people, good friends, family, every damn body. Does anyone have a name or funny cliche for them? I need a good way of referring to them around the shop. I'm so tired of these people.
 
We have a small family owned used car lot. We run into this all the time. "Im definitely interested I'll be back Tuesday".Of course they almost never show up. Seriously whats so hard about saying I'll give it some thought and be back if im interested. A little different scenario than what your describing but still kinda the same. Yea we need a good name too.
 
Save them to you phone as "BRB" with the cars make and model and call them all back one by one lol sometimes they bite!
 
"not customers"

For those of you that do this for a living though, how do you deal with the ding of the loss of the income? I mean you obviously have to allocate the time, if you get a few in a week that are no-show's that's a noticeable ding in your $ ?
 
Pin them down. When they say I'll have to call, offer to make an appointment right then. And/or get their number for a follow-up call. Call them. Make sure they have your card. Make sure they know they won't be sorry. Be almost pushy until they up and confess "I just can't afford your services" or "I'd never pay $200 for a glorified car wash!" - Separate the wheat from the chaff.
BeBacks is good, DeadBeats even better! <g>
 
Had a few of those this week,to one i specifically mentioned that if he's shopping for price, to go to the wash tunnel where they "detail" inside out for $60 and he still contacts me. I go to his House, spend an hr talking to him and checking out his 2 vehicles he wants me to do. As i am prepping my quote, he starts asking if he gets discounts for referrals blablabla and i immediately knew this guy was going to back off and not call. Haven't heard back from him yet .

I'll just learn from this and make it more specific for future quotes that i'm not the "cheap and fast" guy and get them to agree that they acknowledge that.
 
good stuff guys. have to admit most of them seem to find us on Craigslist. lot of people hate CL clients, and I understand, but we have done hundreds of CL jobs over the years for people who likely would have never found us otherwise. actually 2 of our best dealer clients found us on CL years ago and we have made 10's of thousands from them over the years. at the same time, in the past 2 weeks alone, we are on a bad run of people calling for quotes and giving us the "I will talk to the wife" comment and then never calling back. I've never been much of a salesman, and I instruct my guys not to be too pushy either, but that idea is changing fast recently. I'm about to institute a solid closing argument program and I'm confident we will start getting most of these people, its just not like me or my personality. sometimes, no, often, I feel like I care too much about people. need to care more about myself.
 
Is your vehicle another Sales Tool for you to use when you visit prospective Clients ?

If not, and it can be, it absolutely needs to be as perfect as possible at all times, so that the people can get a visual about what you are or have been talking to them about..
Many times, because of my Business Sign and Logo on the side of my black Grand Cherokee, people stop me in the parking lot, and ask me to look at their vehicle, or the want to know why mine is so blindingly perfectly clear in the sun..

I look at their vehicle with them and then show them how their paint Can Look, on mine and they either get the idea and want it or not..

When I worked out of that awesome BMW/Audi Shop in Issaquah, WA., I had work just from them all year long, so never had to worry about where the next job was.

You too, can do this if you want to go find a great independent German Car repair shop, and ask them who is Detailing all their Client's vehicles..

I showed up with my perfectly clean inside and out vehicle and showed them this is how the engine and compartment comes out, the Interior comes out, wheels, wheel wells, etc., paint, notice there is not 1 speck of dirt anywhere inside or outside the car, and they got it and I was never out of work again, until I moved back to CA..

At the higher end of vehicles, the owners mostly treat their vehicles as investments and want them to be really nice all the time, and are willing to pay for it..
Just have to find your way into that circle and that path I have found is through a really good Independent German Car Repair Shop..
And that shop is EastSide Bavarian, Issaquah, CA..
I left that incredible account to an awesome Detailer who is now so busy there, in addition to his other Clients, he never has to worry about where the next job is either.. :)
Dan F
 
I live in a rather low income area, so not many higher end vehicles at 2 of the 3 of our shops. the 3rd, a pretty good mix. far as keeping my vehicle and our chase vehicles clean, we always do. problem is: I drive a brand new Benz, which ends up getting attention for the wrong reasons when it comes to people who make $30k a year. they wonder how I can afford that from detailing cars. our chase cars are pretty routine, but still much nicer than many of the cars we clean. our "spokes car" is a yellow turbo Solstice that my wife drives during the summer. it gets massive attention, but again I think that hurts more than helps around here. it is what it is, and we will be fine without these clients, but I HATE not getting a job, hence the reason we work 7 days a week. days off are expensive, in several ways. I have a hard time taking one.
 
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