Greg said:However, I still maintain that customers base your expertise on the products you use, not your perfect washing technique... Sadly enough that, whenever I get a first time customer calling me, I would say about 80% of the time, I get asked, "what kind of wax do you use?" I start by priming the question that wax is such a little part of the equation that it is about paint preparation before the wax, then extolling the virtues of a synthetic sealant that will offer better protection such as PUPP which I often use on customers cars. I will guarantee 99/100 callers have never heard of Platinum. This triggers the response "this person knows something I don't."
Now I understand a little better.
Here is how I might handle the situation (keep in mind that I have almost 20 years in retail automobile sales)....
Customer: "What kind of wax do you use?"
Greg: [primes the question that wax is a small part of the equation, then continues], "Synthetic sealants work really great for my customers. For example, a synthetic sealant such as Platinum Ultimate looks great and offers much better protection!"
Customer: "Platinum, huh?" (to self:"This guy knows something I don't.") "OK, you got a deal!"
Customer [5 hours later]: "Wow! My car looks GREAT! Platinum, huh?"
Greg: "Actually, I used something new, something even better! Up until recently it was only known as 'Lab Sample D'! I heard about it from a guy who got some from one of the chemists at a major manufacturer; you're one of the few people in the world to have this product on his car!" (That statement will always be true, in a relative sense, you know.) Doesn't it look fantastic? No extra charge, by the way. I'm happy to satisfy you!"
Customer (to self): "This guy knows something no one else knows!" (to Greg): "C'mon, you can tell me!"
Greg: "Yes, but then I would have to kill you. Would it be worth it?"
It's all in the smoke and the mirrors!
Tom