Clients that value protection more than aesthetics

I

imported_NHBFAN

New member
Awhile back I purchase Collinite 476s. It didn't have quite the look I was looking for, so I always topped it with S100 or Blitz.



Recently I've detailed a few cars for folks who told me that appearance is secondary. They were only looking for protection. One lady told me she was looking for a good old fashioned wax job like the hard TW shell. Being as I don't own any TW products (nor would I put them on my mailbox) I've been using alot more AIO + 476S.



I know a sealant would provide more protection than 476s, but they want to see a can of wax in my hand:nixweiss



Do y'all run into alot of customers who value protection more than looks?
 
Most of my customers prefer looks provided I don't have to rewax every few weeks, that is.



For those who want something durable, I have Poorboy's EX and EX-P, the Wolfgang twins, Grojet2000 and Meguiars #16 for a carnauba option.
 
Customers sometimes think they know all they need to know about detailing. After all, its simple stuff. You know, good old fashion TW works as good as anything else. That stuff has been around forever.

Instead of letting an uneducated customer tell you what wax they want, get control by tipping their confidence off balance. Make them ask you what you think they should use.

Bear with me, this might help you.



Customer: Im not concerned about looks. I want long term protection. A good old fashion wax job ,like TW.



Detailer: Oh, ok. So you want something with high shine that only lasts about 2-3 weeks.



Customer: No! I want something that lasts a long time. I'm not worried about shine.



Detailer: Oh. I gotcha. Would you prefer an acrylic or polymer formula, or a blend?



Customer: Whats that?



Detailer: Those are synthetic sealant formulas with long term protection that last for months and provide high shine without yellowing.



Customer: No. I just want a good old fashion wax job.



Detailer: Ok. Do you want a high content carnauba that doesnt yellow but attracts dust, or just a cheaper wax that will yellow and dull but attract less dust? Do you want a carnauba and synthetic blend that will protect longer than 4 weeks? Do you like beading or sheeting?



Trust me. By this point in the conversation or even sooner, they will be asking you questions and listening to what you are saying, rather than assuming they already know everything that they need to know.
 
NozeBleedSpeed said:
Customers sometimes think they know all they need to know about detailing. After all, its simple stuff. You know, good old fashion TW works as good as anything else. That stuff has been around forever.

Instead of letting an uneducated customer tell you what wax they want, get control by tipping their confidence off balance. Make them ask you what you think they should use.

Bear with me, this might help you.



Customer: Im not concerned about looks. I want long term protection. A good old fashion wax job ,like TW.



Detailer: Oh, ok. So you want something with high shine that only lasts about 2-3 weeks.



Customer: No! I want something that lasts a long time. I'm not worried about shine.



Detailer: Oh. I gotcha. Would you prefer an acrylic or polymer formula, or a blend?



Customer: Whats that?



Detailer: Those are synthetic sealant formulas with long term protection that last for months and provide high shine without yellowing.



Customer: No. I just want a good old fashion wax job.



Detailer: Ok. Do you want a high content carnauba that doesnt yellow but attracts dust, or just a cheaper wax that will yellow and dull but attract less dust? Do you want a carnauba and synthetic blend that will protect longer than 4 weeks? Do you like beading or sheeting?



Trust me. By this point in the conversation or even sooner, they will be asking you questions and listening to what you are saying, rather than assuming they already know everything that they need to know.
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:bow That is a very good way of explaining the differences of waxes, protection, etc. to customer's. I can't even begin to count how many times a similar situation has happened to me.
 
AJ, we all get that man. If it was left up to the customers, we would be using TW and Simoniz on half of the cars we do.
 
"Customer: Im not concerned about looks. I want long term protection. A good old fashion wax job ,like TW.



Detailer: Oh, ok. So you want something with high shine that only lasts about 2-3 weeks."



I don't like the second line. Wouldn't it be a bit more tactful if you explained that there are other things that you could use that would last longer? Just...the old fashioned way of talking and not being Socrates? I don't know, I don't mean to offend you but this seems like it could make the customer defensive.
 
Corey Bit Spank said:


I don't like the second line. Wouldn't it be a bit more tactful if you explained that there are other things that you could use that would last longer? Just...the old fashioned way of talking and not being Socrates? I don't know, I don't mean to offend you but this seems like it could make the customer defensive.
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I don't think it will cause a customer to become defensive, it's just a honest question, which seems sarcastic but really isn't. What I think it is, is a creative learning curve towards the customer letting them know that there are products out there that could and can last longer, be more protective, and awesome looks. But, then also you still could just simply explain that there are other things that you could use that would last longer, and better in general......it doesn't matter, either way has a great potential of getting the point across and educating the customer.:xyxthumbs
 
Corey Bit Spank, that is merely a contrived hypothetical conversation used as template on how to approach some customers. Its not meant to be taken literally or quoted. Its about the method, not the context. The point is leading questions that expose the limits of the customers knowledge, while gently pointing out that perhaps the detailer knows more about detailing than the customer does. This usually prompts more questions rather than wisdom from the customer. Im sure some here understand the purpose of the example and will make adjustments as necessary.
 
As Scott mentioned most if not 99% of people that want me to detail their vehicles want appearance enhancement. As an added bonus I explain to them the options out there.



For those that want durability over appearance, I just inform them that presently one can have both and need not sacrifice either. Most jump at my options with the feeling that they are getting "double" (durability and enhanced appearance) what they were willing to pay for just durability. Makes for a very happy camper. :xyxthumbs
 
NozeBleedSpeed said:
Corey Bit Spank, that is merely a contrived hypothetical conversation used as template on how to approach some customers. Its not meant to be taken literally or quoted. Its about the method, not the context. The point is leading questions that expose the limits of the customers knowledge, while gently pointing out that perhaps the detailer knows more about detailing than the customer does. This usually prompts more questions rather than wisdom from the customer. Im sure some here understand the purpose of the example and will make adjustments as necessary.
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Different strokes for different folks--I would probably approach the situation differently. Whatever works. :)
 
NBS, I like the way you think!



Every conversation will follow a different direction, but my experience tells me that people prefer to have paths opened before them which they can then choose to follow, rather then be told to take the proper path.
 
Many prospective clients like to display their "knowledge of products" I never respond with negativity although I have my trusty copy of the Guru Reports Wax test issue available for their viewing. It's not the "gospel" but it's very good (my opinion.) It gives the prospective client some options...... Many want the ability to make their own choice......They are paying for the service.......:cool:
 
Well there are really two schools of thought when dealing with a customer.



1. The customer is always right. They tell you what to do and how to do it, you do it the way you always do, and they think they're in control. = happy customer.



2. Yield to my expertise. NBS' example is a PERFECT one of this strategy. Customer thinks they know everything about a certain subject and that they know more than you. You would deal with that by exerting your knowledge base and gaining control over the situation. = happy customer.



One really isn't more successful than the other, you just have to choose how to handle it depending on the customer. Me? I have no problem yielding to someone who knows what they are doing. I have no problem letting gardners do what they do, letting people I've selected and trust do things the way they know how. So NBS' approach would work just fine for me.



If a detailer approached my dad for instance with NBS' approach he would fire them. No question about it. He thinks he knows the best way to do everything and you cannot tell him otherwise. If you approached him like that he would feel you were questioning his intelligence, remind you that he was waxing cars for 20 years before you were born, and throw you off his property. The best approach with him is to let him think you're doing it his way and just do it whatever way you want.



Ask Corey, he knows my pops. He's really a successful guy, but doing anything for him, even as a favor is VERY frustrating.



A great example was a couple years ago when he hired a company to power wash the patio and the decks. I got there and there he is, still in his suit with his cellphone crooked in his neck, showing the guys how to properly powerwash the patio. If they'd powerwashed that way it would have taken them a week to do the whole thing.
 
People love names that sound good.



If a customer says they want protection, "Ah, OK. I think the best thing will be to use Platinum Ultimate Paint Protectant on the paint and 303 Aerospace protectant on other surfaces. I can put a carnuba on top of it if you'd like? It'll have a deeper, richer look to it, but it's not necessary."



My 2 cents.
 
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