Customer ignorance = detailer's problems

B

buda

New member
'You can prevent trouble by looking for potential problems.



In my experience having owned and operated detail centres and dealing with detailers for years, is that complaints and claims from customers are not a result of damage caused in doing the detail. Conscientious and well trained owners and detailers seldom make major mistakes.



The most common cause of re-dos, refunds and repairs occur when the customer either are not aware of pre-existing damage on/in their vehicle or have an unrealistic expectation of what you can achieve with the detail.



These unfortunate and expensive problems come up because the average motorist has little idea of how to cosmetically care for their vehicle other than having it washed. They have rarely been given any useful or accurate advise about cosmetic car care from the car salesman or from the owner's manual. They tell them more "what not to do" than what to do.



As a result when an uninformed motorisst comes to you for a detail service they often have very high expectations for paint, fabric or leather upholstery and carpets that have been abused or neglected.



KEYS TO PREVENTING PROBLEMS



To prevent problems with the customer you need to remember to do the following:



1. Pre-Inspection +

2. Pre-qualification +

3. Pr- understanding =

4 Pre-vented problems!!!!



Why Pre-Inspection?



Pre-inspection is the act of "looking for trouble."



Paint & Exterior Damage



Thoroughly in the presence of the customer inspect the exterior of the vehicle for dings, dents, chips and major scratches; cracks in plastic; loose trim and spoilers, stains in wheels, etc. Tears in convertible tops and/or discoloration.



Upholstery



Look over the dash for cracks in the vinyl; panel for cracks or any damage; same with door panels; vinyl leather seats for tears, cracks or discoloration and stains that may not be able to be removed. Turn on radio; air conditioner, power door locks, power seats, and windows, etc to insure they were not broken before you received the vehicle.



Carpets



Inspect for discoloration and fading; wear spots; heavy soiling that may result in wicking less than perfect cleaning; stains that may not come out



Glass



Check all glass for existing chips or cracks, and if aftermarket tinted that the tinting has no pre-existing damage



Trunk



Check to insure that there is no pre-existing damage and that all items the customer has in the trunk are agreed upon by both of you.



Have a form that notes these pre-exisiting conditions and discuss with customer and have them sign the form acknowledging these things were pre-existing. Prevents any backlash later.



Pre-Qualification Sets the Expectations



As mentioned, discuss these conditions with the customer, and in the case of pre-existing damage you may be able to upsell the customer to some type of repair be it windshield chip repair; upholstery repair or dye, carpet dye or odor remdiation. And, again have the customer sign your pre-inspection form acknowledging the problem existed before you took possession of the car.



Pre-Understanding is Important



Always arrive at an understanding of what you can do with the customer.



Not only do you need their acknowledgement of pre-existing problems, but also their understanding that certain scratches, blemishes, stains may not be removed in the detail process.



Discuss the problems in clear, but tactful language. Avoid jargon and never talk down to the customer.



Remind your customer that you will gladly guarantee your work, and that the limitations you are discussing are limitations of the problem with the vehicle, not limitations of your skill.



When a customer has enough information to understand the condition of their vehicle, and the results you are able to provide, they can now decide if they want to make an appointment to have you do the work or to have you do the work.



Most importantly, these simple inspection and communication skills will "pre-vent" needless claims, problems, stress, and expense for you and your business.



If you have employees who work with customers DEMAND that this process is followed, no matter what. Except no excuses from them for not doing the inspection and qualification.



Anyone interested in an inspection form they are part of the Sales Service Invoice we use in DETAIL PLUS Centres.



Regards

Bud Abraham

DETAIL PLUS SYSTEMS
 
Great advice.





IF time allows the luxury of going through the above steps, then it's certainly very professional.





However, in certain countries and differing cultures, there are times when:



1. Chauffuer sends in the car, and you never have the opportunity to see the car owner in person.





2. Car owner is extremely busy, and drops off the car hastily, with someone (his wife, GF, mistress etc) waiting impatiently to send him off somewhere. And he could not be contacted.





Under those circumstances, the only recourse to save my *** is to park the car in a well-lit area, then take video or pics of problem areas. I normally shoot my shop's clock, and then proceed to video the problem areas.
 
You don't know how many times my employees used that excuse to not inspect a vehicle, that is, the customer was in a hurry, the car wash dropped off by someone else, etc.



Those ALWAYS were the times when something came back to "haunt us." No proof the damage was pre-existing.



My philosophy was, "it is my business, I run it the way I want, and if the customer does not want to adher to my conditions of service they can take their business elsewhere."



Sounds hard, especially if you are hurting for business, but you have to ask yourself, "can I afford the consequences of not inspecting the car."



Not telling anyone how to run their detail business, only challenging you to consider the consequences.



Good suggestion to video the damage so "if there were a problem" you are covered. We usually called the customer if the car was dropped off and we did not have a chance to inspect in the presence of the customer.



It all boils down to doing what you have to do to protect yourself.



Bud Abraham

DETAIL PLUS SYSTEMS
 
Good info. Documentation is the key. I know several body shops that circle every scuff, ding and chip with a grease pen when their client is dropping up to cover their asz in case anything arises at pickup. Everyone should be documenting Unrelated Prior Damage if they know what's good for them. If not, you can't prove it didn't happen while in your possession.
 
Here is a little thing or two to consider.

"You consider yourself as a knowledgable professional, providing a professional service that the potential client choses to not perform themselves."

The internet provides a ton of information on "how to do-this,that, or the other" however the internet is not going to do the processes, massive TV ads are selling "easy to do,e tc. the actual work and may not provide results that one wishes.

At this point, I ask each to put away their "ego's", their personal feelings of just what is right and wrong and use a thing called "Education".

If one wishes to be a true professional, they must first obtain an education of the subject matter.

The second is simple, with acceptance of the documented and industry accepted "education", one has gained "knowledge".

Now that "knowledge" may not be in sinc with one's peer group, but is what the "industy" accepts.

After these two steps, one has gained the ability to be "diagnostic" in making decisions as to how to proceed to the next step.

That "step" is "correct process/procedure" required to obtain the best and most professional results, considering all costs, be they materials or time/labor that are required to meet the expectations of the client.

The last in the path to success in any professional career is "continued education" that is part of your chosen profession.



Why this long post?



Simple, if one removes their heads from the sand!



At this point, I ask of each reading this post the following===



What "professional's" do you have interactions with during many times in your adult life, what do they do once you decide to interact with them???



They take time to use their professional education and knowledge gained from obtaining it, to "consult" with you and make you comfortable with whatever they tell you is required to address your concern.



Be it a doctor, an attorney, a tax specialist, etc.



Consider these points, put your ego away, be empathic, and what you may do to create trust in the client's eye's, that puts you above the competition.



May take a few minutes more, however it will increase your business and the trust of not only present clients, but the "word" from them will spread, resulting in more profitable business.



Grumpy
 
Now that you may have read and questioned my post, here goes why it is important to consider taking time when greeting, pricing and most important, "understanding the customer".

When one goes to the doctor, the attorney, the tax guy, etc, what is the first thing they do?

One sits down with them and talks about what their concern is, how it may addressed, what may they expect, etc.

So, a person brings in a car and all the detailer says is " I can do this and it cost you this!"

Oh, a real confidence builder that is.

By taking time to be as professional as other respected, acknowledged and viewed as professionals it is an opportunity to make yourself different from that guy down the street in dirty cutoff's and t-shirts who only answers with his price.

How may one really know what it is going take in labor time, full fillng the customers expectations without a "consultation" with the customer?

By taking a few minutes, dressing as a professional (which good paying customers expect) using an inspection list, am electronic thickness gauge, a 30X lighted magnifer, you make your business more professional than that guy down the street in the cut offs who only talks price.

By doing a complete inspection, you also open the door to additional work/profit.

Create "props" of plastic head light covers, trim, etc, that the potential client can hold, see, touch.

The ETR kit is a great addition of little labor time and product, with 80% profit, same with head lights, little extra labor, small material costs an a high % of profit.

What you do when you take the time, is simple, "you are different than that other guy and you make more profit".

It's the American way folks, work hard, work smart, make a profit.

Grumpy
 
I'm not a pro detailer but when I do the occasional detail for pay even I use an evaluation sheet that used to be available to print out online. I also included one more page. It's a basic diagram of a car - I got this from the sheet the transporter that carried my cars used when I moved. I'm sure Google images might show something similar. On this diagram I record before and after paint thickness readings. I'm sure many of you pros have a fancier set up but this benefits me knowing the read outs and leaves an excellent impression with the customer. Sure few if any care about paint thickness readings but knowing that you do makes them completely confident in you.
 
I agree it is important to go over the car to protect yourself but it is a good opportunity to educate your customer and prove your value to them.



I do have a few customers I have never personally met or just flat out are never there when I show up to detail their car. I still do an inspection and will give them a call prior to starting work on the car if I find any problems.
 
buda said:
You don't know how many times my employees used that excuse to not inspect a vehicle, that is, the customer was in a hurry, the car wash dropped off by someone else, etc.



Those ALWAYS were the times when something came back to "haunt us." No proof the damage was pre-existing.



My philosophy was, "it is my business, I run it the way I want, and if the customer does not want to adher to my conditions of service they can take their business elsewhere."



Sounds hard, especially if you are hurting for business, but you have to ask yourself, "can I afford the consequences of not inspecting the car."



Not telling anyone how to run their detail business, only challenging you to consider the consequences.



Good suggestion to video the damage so "if there were a problem" you are covered. We usually called the customer if the car was dropped off and we did not have a chance to inspect in the presence of the customer.



It all boils down to doing what you have to do to protect yourself.



Bud Abraham

DETAIL PLUS SYSTEMS
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If the customer is in a hurry I inspect the car and notify him/her of any problems BEFORE I start work on the vehicle by phone or e-mail/text, with the following message.



" Mr/Mrs/Miss I found some issues on your car and cannot start the job until I have a e-mail back with confirmation back that you were made aware of these issues, thank you for your quick response back to me in advance", then take pics of said issues clearly showing the vehicle work has NOT commenced and not start the job until the e-mail has been sent back.



This happened recently and the customer did not get back to me and I started on another car and he had to wait two weeks until another slot opened up.
 
Auto Concierge said:




If the customer is in a hurry I inspect the car and notify him/her of any problems BEFORE I start work on the vehicle by phone or e-mail/text, with the following message.



" Mr/Mrs/Miss I found some issues on your car and cannot start the job until I have a e-mail back with confirmation back that you were made aware of these issues, thank you for your quick response back to me in advance", then take pics of said issues clearly showing the vehicle work has NOT commenced and not start the job until the e-mail has been sent back.



This happened recently and the customer did not get back to me and I started on another car and he had to wait two weeks until another slot opened up.
Click to expand...



Good idea Bob. I did a vehicle this past weekend (Mulsanne) and the customer was out of the country. As soon as I opened the hood I couldn't help to feel the hood latch loose and the tension spring had snapped off its perch(not serviceable). Before doing anything else, I took a quick video of the car (dirty/dry) and zoomed in on the problem to document it being a pre-existing problem to me and e-mailed it to him. There's no way I'm going to put myself in the crosshairs of a fingerpointing arguement about a part that probably cost several hundered $$$ without something to CYA on.
 
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