Would like some opinions on this lost potential customer

Accumulator said:
I guess it's easy for me to write off your customers :o but I think that guy has issues and that if you apologize he's likely to just think he was right about you all along. I'd just take it as a learning experience and move on.
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I have to agree -- chalk this one up as a learning experience and let it go.
 
autoaesthetica said:
I think for many people, a situation like this would press the "challenge" button.
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And that "challenge button" is often one of those things that oughta have a "do not press this button" label, even though that just prompts some people to press it after all ;)



That "knock the chip off his shoulder" game is one I'd avoid playing if at all possible. But as I said, easy for me to say....
 
For me, while I have never come even close to temper loss or even anger for that matter, I personally would have a concern of rectifying rep, not even concerned for the potential customers chip - but I see it, lesson learned :).
 
I get it all the time when people ask me how much....



the way I put it, "it takes time to do things correctly, and my time is worth XXX to me" If you dont wish to pay my rate, that is fine, you can always try to find someone else who will do it cheaper, but they probably wont have my reputation, or do the same level of quality work. If you are happy with that, then have a nice day"
 
autoaesthetica said:
For me, while I have never come even close to temper loss or even anger for that matter, I personally would have a concern of rectifying rep, not even concerned for the potential customers chip - but I see it, lesson learned :).
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Even with the best intentions, the more you poke the situation with a stick, the more likely the guy is to remember what happened and spread the word. If you just let it go, the guy will probably forget pretty quickly and your reputation will be fine.
 
autoaesthetica said:
For me, while I have never come even close to temper loss or even anger for that matter..
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I'm 100% with you on that :xyxthumbs When you lose your temper you give away control of not only the situation but also yourself. And IMO anger should only be, uhm...fuel for action, something to be used productively (and rationally).





.. I personally would have a concern of rectifying rep,..
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I guess we're all playing crystal-ball here, trying to get inside the situation, but my feeling is that the customer does this sort of thing soooo often that he's set in his (distorted) worldview and there's no way to salvage rep in his eyes without getting all :bow which he apparently thinks people oughta do anyhow. I wouldn't want to be another of his "victories".



Eh, guess I just have an issue with people who are, uhm...ugly about (merely) having money (or other forms of power). Speaks volumes about their character IMO.
 
Dan said:
Anytime you show a customer any sort of emotion, you lose.



That said, IMO, the best thing to say would have been:



"I'd be more than glad to clean up these beautiful cars for you, however, being a perfectionist, I would like to restore the finish to better than they were delivered new. However, if you have a fixed budget of $1k, I will be glad to work with you to stay in that realm. Lets talk about particular issues you have with each car and I can offer my approach and approximate time. If you would like to scale those services back, I'm more than happy to, and since you are asking me to do three vehicles, I am offering additional consideration since you are saving me travel time."



That way you appear flexible and you also jab him a bit like he might not be able to afford more. Either way, win-win. You either do the job the way you wanted to or you have a whole lot less work to do.
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I don't know what led him to say you were trying to suck him in to pay more, but when a client gives me a budget, I tell them what I can offer to stay in that budget and that better results will come with more investment. Someone else said it on here-your version of 'new' might not be the same as his.



Side note-rich people didn't get rich by spending their loot. But his comment was unjustified.
 
I realize this is an older thread, but I had to comment.



A large percentage of the general public have NO CLUE what the difference between a car wash and a DETAIL is. They don't know what 'one-step' or 'two-step' means. It's all greek to them. So we must educate them, as has been mentioned previously.



I run into people all the time asking me how much. I say 'it starts at $xx.xx depending on what you want.' Then I'll do a test spot and show them the difference between two different levels.



I think Mike Phillips had a good post at the other site on how his friend sold potential clients on different detail packages.



Most people want a decent wash and wax along with the interior cleaned. I get a ton more interior shampoos than paint corrections. It's just what people want. I can show them til I'm blue in the face, but the majority want interior packages.



I had a nice lady come up to me at an office complex one time asking me if I could remove water spots off her paint. I said sure, and did a 50/50 on the front quarter panel. Showed her the finished result, which looked pretty darn good, and the next words out of her mouth were, 'so how about shampooing the carpet?' After I picked up my jaw off the ground I said 'sure'.



It's funny how my phone started ringing once I offered a price point on what the customer wanted.



My ego was all about doing exotics and showing off my work. My checking account was about getting paid.
 
i had clients that laugh when i give them the quotes, but once i detailed/ explain it of how much time , and what is included in the project some understand, some not.

multiple cars get discount but on my terms, is my work , my tools and my knowledge

i had one client who said something like this: " for x cars i wanna see a discount xx%, you should charge me this yyy" and i give him a 100% discount price... " i am booked"

for people who don`t appreciate my work , i just better walk
 
When someone acts like my price is not justified, I appeal to their business sense(as most well to dos have a good one).



Time = money

...and I can spend 50 hours on a car or I can spend 5 hours. If you have a set figure you're working with, I can stay inside that budget but I will not give you perfection for $295. No one will, even if they tell you they will, they won't. What I will do is give you exactly what I say I will give you at the price I give you.
 
Hindsight is always 20-20 and we all love to think about hitting that "do over" button like on a TV Sit-com. But in this case -the guy sounded like a total jerk and probably thought of you as just a car wash "boy". Let him get a good hack job or two, serve him right.



Honestly, in JB's world, I'd love to have a super glaze, one that would last months, thick as peanut butter and tougher than a 5 dollar hooker. Stay with me now, think of the posibilies - wash with a brush and APC, GLAZE ON! wipe down, done! That'll be $295.00 sir........
 
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