Leather, the miracle material that never gets dirty!?

M

MichaelM

New member
What is it about leather interiors that makes people think they don't need to be cleaned?



I can't tell you how many customers have told me that their car has leather seats so they don't need to be cleaned. I understand that leather doesn't accept liquid or dirt like cloth does but it still gets dirty..



This leads to another, often frustrating (for both pro and customer), issue of trying to asses a customers needs, over the phone, when the customers doesn't have a clue what we can do or what the vehicle really needs.



The easy, though not very satisfying response for the consumer, is that we cannot give you a price w/o seeing the vehicle as price is dependent on the labor needed to properly restore the interior. That response often times will end a conversation, w/o an appointment.



So pros, how do you close the deal? Do you have one package or service that you can do to MOST vehicles that you try to sell over the phone with hopes of upselling once you have the car in hand? Do you give a ballpark price on any or all services you offer? Or you do simply refuse to quote a price w/o seeing the vehicle first?
 
MichaelM said:
What is it about leather interiors that makes people think they don't need to be cleaned?



I can't tell you how many customers have told me that their car has leather seats so they don't need to be cleaned. I understand that leather doesn't accept liquid or dirt like cloth does but it still gets dirty..



This leads to another, often frustrating (for both pro and customer), issue of trying to asses a customers needs, over the phone, when the customers doesn't have a clue what we can do or what the vehicle really needs.



The easy, though not very satisfying response for the consumer, is that we cannot give you a price w/o seeing the vehicle as price is dependent on the labor needed to properly restore the interior. That response often times will end a conversation, w/o an appointment.



So pros, how do you close the deal? Do you have one package or service that you can do to MOST vehicles that you try to sell over the phone with hopes of upselling once you have the car in hand? Do you give a ballpark price on any or all services you offer? Or you do simply refuse to quote a price w/o seeing the vehicle first?
Click to expand...



I've had the same problem. People will ask over and over again for a ballpark price. Sometimes I just tell them it will be no less than X amount but I cannot say for sure until I see it.



I'm still trying to figure this part of the sale out.
 
This is usually a lose lose situtation...obviously you, the detailer has no idea what the condition of the car is, so you can't give an accurate price. The customer doesnt want to make an appointment because of time issues or whatever, once you try to get the appointment, they think we will try and pursuade them into getting something they dont need...which is what "sales" is all about.



If someone won't take an appointment right off the bat, I let them know that Ill call them in a couple days to see if they have time to meet, if not, I just let them go...more than likely they are price shopping! Its pretty rare that I'll quote a price, if I do, its quotes slightly higher just in chase, then if I get there and its not bad, Ill usually knock it down in price. Customers LOVE when that happens...makes them think they are saving big time...thats how you gain more business with that customer too!!



Just my .02 cents!
 
give a range...100 to 140, 500-600, etc...



leaves it open for you to guage what they are wanting to spend and how to make the most out of what they want to spend...if the leather is not too dirty, but the plastics are filthy, wipe down the leather, but CLEAN the plastics....if they want to spend only 100, and the outside needs a little polishing, but the inside needs more cleaning, onestep with a good filler and clean the heck out of the interior...



and by all means explain what you are going to do and get the OK...
 
Tell them a price without the extra service (hey if they tell you that they don't think their leather needs cleaned always always do exactly what the customer tells you to) But you would like to see the vechile before hand to see if maybe your "professional" eyes can shwo them what else they may need in a service. Up-selling to more actual needed services is always easier once you have them on the hook for something. If your mobile bring all the neccesary products to clean everything anyways and then do a spot comparision. clean half a seat for them to see. 9 times out of 10 they'll upgrade to the needed service if for nothing more than most people don't want to go around with a half clean half dirty seat. I get a few good paint corrections that way as well. Just wheel out a fender to show them the difference their missing. If it's really bad they'll go for it because it looks stupid to have just one fender wheeled out and the rest of the car all scratched oxidized or marred up. But first thing is always first. Get them on the hook for something. The rest comes easy enough.
 
I never give prices over the phone because I want to always make sure that the customer and I are on the same page as far as the condition of the vehicle.



Most people don't know how to spot how dirty their car really is, so I make my initial inspection process a educational process for them, showing them all the things that are really wrong with their car, and telling them exactly how that is going to be corrected. This helps to make sure that they have a reasonable expectation of how things will turn out, and it is a great tool for showing the difference between your work, and the substandard work of others.



In the case of leather interior, hit it with some Leatherique Pristine Clean and show them the dirt that comes out of even a small section of their drivers seat. That wil make them a quick believer.
 
Ya people think leather is bullet proof. If anything it takes more upkeep than fabric. Cleaning and dressing and if it gets stained it is often a more involved process to remove. Fabric vacuum and spot stain removal when needed. Personally i do give a quote over the phone, but give a range of price.
 
I have three packages listed all include interior and exterior.



$49 wash - 1 hour

$99 mini detail - 2 hour

$199 deluxe detail- 4 hour



A customer cannot get the $49 wash unless they have had a detail the month prior. The $49 wash is for regular clients, because i had detailed it previously its much easier to clean. I can then use this fact to show the customer that my details will make future cleaning easier. It links well.



Now with the $99 mini detail and $199 deluxe detail. I talk to the customer on what they think needs the most attention. I may spend more time on the interior and just wash and spray wax the car. The customer is over the moon if thats what they want.



Usually the $99 detail will include a "stage 1 interior and stage 1 exterior".. The $199 detail includes a stage 2 interior and stage 2 exterior. However if the customer only wanted the interior done then i could offer a stage 2 exterior and just wash the outside for $99.



I mention on the website that "The $199 deluxe detail is highly reccomended for older cars, larger cars in poor condition or for show car owners who want the best."



If they book in for the $99 detail and the customer turns up with a terrible looking car then i will try and upsale the $199 package which includes a better exterior and interior finish. I will pull out the claybar and show the customer how much smoother the paint will be. If they dont budge then i'll offer the extra exterior treatment for $149.



If the car is heavily swirled i will again try and upsale the $199 package. I may give a quick pass over the bonnet to show the improvement. If they dont budge ill try and offer a $149 package which just includes the buff of the $199 but the interior cleaning of the $99 package.



If the car has a trashed interior i will then try and upsale the $199 package. If they dont want it i'll offer the $149..



Because you reccomended that the poor cars require the $199 package then you cover yourself so you can either increase the price or make compromises in some area's. If they turn up for a $99 job with a trashed car they cannot expect excellent results. You will however do an excellent job for that $99.. thats all that matters.



Also with four wheel drives and larger vehicles, i rarely do these however again the $199 is reccomeneded. If they only want to pay $99 they will get a similar job on their large truck when compared to a $49 wash on a small hatch back.



I have a $299 package as well but thats not listed, thats basically the best of everything including engine bay etc, pretty much what you see in the click and brag. I've only done these for mates of mine and takes us both 8 hours and they usually only pay $50-100.
 
mixxer said:
Dont quote them any price then up sell after the appointment is made and you see the vehicle.
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^^^BINGO!! If you quote them a price, then come back on your word, its harder to get them to switch to a better package. If you don't quote them in the beginning, its way easier to let them know, this package won't do much, you will need this package to get superior results! just my .02!
 
Are you guys serious?



I quote the price of my lower $99 package but state clearly that the more expensive $199 package is much better. I then demonstrate to the customer some of the parts of the higher package when i see the car. Sometimes they upgrade to the $199 package when i show them the claybar or swirl removal. Sometimes i include a bit extra charge $149.. Sometimes they stick to $99.





If i quoted the price of $199 on the phone they never would have booked their car in.



Most peopel think detailing is a glorified car wash. I charge the $99 to get these people in and then i demonstrate what extra's they can get. Most of the time they are impressed and upgrade packages. If they dont upgrade then they get a glorified car wash like they wanted
 
MichaelM said:
What is it about leather interiors that makes people think they don't need to be cleaned?



So pros, how do you close the deal? Do you have one package or service that you can do to MOST vehicles that you try to sell over the phone with hopes of upselling once you have the car in hand? Do you give a ballpark price on any or all services you offer? Or you do simply refuse to quote a price w/o seeing the vehicle first?
Click to expand...





It is not the leather that makes people think they don't need to have it cleaned, it is the people. Years ago, only expensive cars had leather interior. Now-a-days almost all price range vehicles can be suppied with leather. Basically, when you put these leather interiors in the hands of people who really don't care about their cars, what you still end up with are those people who don't think they have to take care of the interiors of there cars. For most detailers, unless you are in the reconditioning segment of the detailing business, these people are basically the wrong target market and they should be avoided.



Also, when you have to discuss price in order to close the deal, then you are usually dealing with the wrong customer. Most good detailing clients are almost always much more interested in the quality of the work to be performed than they are with the price. When price becomes an issue, it is sometimes better to just walk away.
 
Whether or not you quote prices or price ranges over the phone is your own personal business decision. In my case, I offer three packages. Each package has a set of steps that almost never changes. In that case I can quote a price range or a starting price. I always say the final price depends on the condition of the car. If someone wants full correction, I tell them it is by the hour and try to give them an estimate of how long it might take. Most people do not want to hear that you can not give them a basic price range. Of course this is my own unique business circumstances. As for leather, the best thing you can do is clean it on a regular basis; every other week or once a month. This is why I prefer customers who have me detail their car on a regular basis.
 
mirrorfinishman said:
Also, when you have to discuss price in order to close the deal, then you are usually dealing with the wrong customer. Most good detailing clients are almost always much more interested in the quality of the work to be performed than they are with the price. When price becomes an issue, it is sometimes better to just walk away.
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I understand where you're coming from and generally agree but would amend your statement to read more like, "When price becomes a make or break point in getting the business, it may be better to walk away". Understanding your business you need to be able to command the price that you need and not get run into the ground by customers trying to negotiate.



The problem is that a great portion of the general public is not in the regular habit of getting their vehicles detailed and are not informed on the consequences of a neglected vehicle. It is our job to inform and educate the reasoning behind proper vehicle maintenance and demonstrate value in our work.



Price is a natural first consideration when someone is making a buying decision about a service or product they know nothing about. They can relate price to anything else they would normally buy and consider worth that way (ex. "$100 for an interior detail, I can get two pairs of shoes for that money"). Once a customer understands the value behind our services, price often slides down the priority list some.



Good detail customers are often made, not found.
 
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