How would you handle this?

DaGonz

DaGonz

Autopia fire/rescue.
I open my detailing venture at the end of March and/or early April and run through November.



I got a call from a long time client of mine inquiring about "opening day".



I told him the timeframe and also mention that due to an increase in the cost of materials, I in turn would be increasing my prices for this year.



Well... the client went on a tirade about "this is a tough economy, there are a lot of people out of work and you make enough money at the fire department and your two per diem jobs.. you're just being (expletive) greedy"...



I informed in a rather polite manner that due to the tough economy, I kept my prices the same for two years in a row and since he was a long time client that I offered him the same discount as I do for fire, police and EMS personnel.



Apparently, that wasn't good enough for him. He told me he would be looking for another detailer.



Has anyone else run into this?
 
I have 3-4 clients for who I still do a 1-step polishing detail (now ranging from $285 to $495) for $125-150ish. Why? These clients believed in me from the start and came to me regularly for many different services, so I don't mind taking a pay cut every now and then to reward them for it. They do however understand how a business runs and also know that I am cutting my prices by over 50% for them, so they only accept the old prices on the cars originally detailed by myself over 4 years ago. All the other cars I give them "only" 10-15% off. Point of the story? I think it's in good nature to treat GOOD old time clients well and put extra sweat and blood into a detail as it not only makes it easy on their wallet but reminds me of hard work and what I did to get to where I am today.



That said, from the tone of his voice, I wouldn't want him as a client anyway. However, price increase shouldn't be only due to product expenses increasing, rather due to the quality and quantity of work you do on the vehicle. This is what I have always based my prices on and feel that I'm at a fair rate for what I do. Thankfully, all my clients understand that as well and there's never a question about how much I charge and why.



In short, I think you could have explained the increase a bit better, but he might not be the best client by the sound of it. On the other hand, if you HAD to increase by only 10-15% and he was a very good client in the past, I would have to side with him... not that he should expect low prices for good service, but that you should reward him with it. Just my $0.02 take it for what it's worth.
 
I'm not sure what your other sources of income have to do with the rates you charge for detailing services. He's comparing apples to oranges, and it sounds like this fellow figures he's been doing you a favor by being a customer, and that you do this more for the privilege of doing it than as a business venture. While, as mentioned above, I think there are some lessons with respect to how you communicate your rates, I also think it's okay to lose customers like this guy. The only way to make him happy might be to detail his car at a loss while charging him a premium to fight his house fire. :D
 
What does he expect? That your prices should never go up? What type of business does he have/work for? Bet they've raised prices in the past two years.



I have a customer who is an executive with a major airline. He was griping last week because of what I charged him for his wife's ML500, said it was more than the last time. Of course it was more, last time I didn't detail the interior. This from someone whose company charges baggage fees and raises ticket prices to adjust for the price of fuel. Then he bitched about that black ML430 I posted earlier this week. He had come home early and had expected me to still be there, I guess. My son and I completed the detail in a little over 3 hours and he felt I should have left some of the money he had in the ashtray because it took less time the the ML500. Explained to him it actually took an hour longer because it was two of us working on it and it was just me detailing the ML500. Same guy who threw a fit about my Arizona trip last February because he wanted his cars washed that weekend. Uh yeah, I'm staying in town all week making squat because of the weather so I can wash his cars that weekend instead of going to Arizona and making some good money. He said he wanted the cars done that Saturday and it rained on Sunday so he would have canceled anyway. Kept doing his cars after that because he's been a customer so long but after him griping about the ML430 without even looking at it to see how much correction I actually did, I'm rethinking that. Kind of pissed me off and I know my son was mad too since he said "We worked really hard on his Mercedes. Besides, he's always been a jerk, I don't know why you keep doing his cars". At this point, I don't know and I'm not sure I'm going to again.
 
Scottwax said:
What does he expect? That your prices should never go up? What type of business does he have/work for? Bet they've raised prices in the past two years.



I have a customer who is an executive with a major airline. He was griping last week because of what I charged him for his wife's ML500, said it was more than the last time. Of course it was more, last time I didn't detail the interior. This from someone whose company charges baggage fees and raises ticket prices to adjust for the price of fuel. Then he bitched about that black ML430 I posted earlier this week. He had come home early and had expected me to still be there, I guess. My son and I completed the detail in a little over 3 hours and he felt I should have left some of the money he had in the ashtray because it took less time the the ML500. Explained to him it actually took an hour longer because it was two of us working on it and it was just me detailing the ML500. Same guy who threw a fit about my Arizona trip last February because he wanted his cars washed that weekend. Uh yeah, I'm staying in town all week making squat because of the weather so I can wash his cars that weekend instead of going to Arizona and making some good money. He said he wanted the cars done that Saturday and it rained on Sunday so he would have canceled anyway. Kept doing his cars after that because he's been a customer so long but after him griping about the ML430 without even looking at it to see how much correction I actually did, I'm rethinking that. Kind of pissed me off and I know my son was mad too since he said "We worked really hard on his Mercedes. Besides, he's always been a jerk, I don't know why you keep doing his cars". At this point, I don't know and I'm not sure I'm going to again.
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Unbelievable.
 
Scottwax said:
"We worked really hard on his Mercedes. Besides, he's always been a jerk, I don't know why you keep doing his cars". At this point, I don't know and I'm not sure I'm going to again.
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I will usually swallow my pride and work for this kind of customer but once in a while it is just too much. If you can afford to drop a customer that repeatedly causes stress in your life it is probably worth it.



It's funny because I will work harder or for less cash for the customers than don't complain and appreciate the work than I will for the ones that always complain about the cost.
 
"you run your business your way, I'll run mine my way"



Thanks and have a nice day, call me when you need me to fix the other detailers mistakes, oh and by the way, it will more than likely take more work, so there will be an even higher bill at the end...
 
JPostal said:
I will usually swallow my pride and work for this kind of customer but once in a while it is just too much. If you can afford to drop a customer that repeatedly causes stress in your life it is probably worth it.



It's funny because I will work harder or for less cash for the customers than don't complain and appreciate the work than I will for the ones that always complain about the cost.
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I agree...if they arent paying for a perfect detail, its not going to come out perfect, simple as that! I had a guy once settle on a one step (due to price) on a black car and he wondered why there were still scratches in the paint....ummmmm, I explained what results would be obtained (sent him some pics of a one step on black paint before and after). "well, I dont think I got my money worth so I shouldnt have to pay because the paint isnt near perfected like the rest of the work I see you do"....My response was "well, it looks like I just got a new car then" (i had the keys still)..and the look on his face was priceless...I got paid!!
 
I agree that money isn't everything, however, being a jerk and added stress to something that "I" find enjoyable, is not worth the hassle of dealing with someone like that. As said before, if you don't like it, go elsewhere, but dont come crying to me when they screw it up and you need it fixed, because it is going to cost you.(especially with that attitude)
 
You can't compete with cheap. I'm spending an extra $75 a week per truck on gas than I did 2 years ago. And has anyone else noticed the price of chems keep going up?
 
5pointadam said:
You can't compete with cheap. I'm spending an extra $75 a week per truck on gas than I did 2 years ago. And has anyone else noticed the price of chems keep going up?
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Which is why I had to increase my prices...
 
Unless he was sending you tons of referals I wouldn't sweat it Gonz. Stay firm on your price and keep the quality better than ever and the customers that see value in your work will keep coming. Screw this cheap arse.
 
Guess who called and left a message on my voice mail saying he's sorry and wants me to do his car again?



I am going to wait a day or two... then I will tell him that I'll do it.. but he will be paying full price.
 
DaGonz said:
Guess who called and left a message on my voice mail saying he's sorry and wants me to do his car again?



I am going to wait a day or two... then I will tell him that I'll do it.. but he will be paying full price.
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Haha



Gotta love it.
 
That's awesome. Sounds like the guy is realizing what he was missing, I wouldn't keep him hanging too long. When people are searching for something they can get impatient, and will call someone else if needed.
 
JPostal said:
Tell him your prices went up again.
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No, that is childish and immature, from a business perspective.



DaGonz said:
Guess who called and left a message on my voice mail saying he's sorry and wants me to do his car again?



I am going to wait a day or two... then I will tell him that I'll do it.. but he will be paying full price.
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Good for you, it's VERY rare to have a customer like that call / come back and apologize. I wouldn't necessarily charge him full price, just charge him what you would normally have charged him. This will most likely get you a customer-for-life, as well as someone who will speak good about you to everyone he knows. Remember, he's realized that he was acting like a clown towards to and is wishing to make it right. Let him do so without being a clown back to him.



One has to remember too, with the economy still struggling, people have all kinds of different things on their minds. Maybe this customer is having problems making his mortgage payments, maybe his kid(s) lost their jobs and are having financial difficulty, etc, who knows. It certainly doesn't give him the right to lash out like he did, but it happens, and he's realized that it was wrong and is trying to make ammends. I don't think that basically telling him to get lost is the best way to respond.
 
WAS said:
One has to remember too, with the economy still struggling, people have all kinds of different things on their minds. Maybe this customer is having problems making his mortgage payments, maybe his kid(s) lost their jobs and are having financial difficulty, etc, who knows. It certainly doesn't give him the right to lash out like he did, but it happens, and he's realized that it was wrong and is trying to make ammends. I don't think that basically telling him to get lost is the best way to respond.
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People should think before they talk..If he is having financial troubles in relation with the economy or in general he should be rethinking his spending on 'luxury' items such as detailing. How can you expect to low ball someone when they are just trying to make a living as well. Everybody is faced with higher costs.



I'm glad he called to apologize, I wouldn't be putting up with that. It's simply harassment in the workplace.
 
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