Non-refundable deposits - mobile detailing

R

Richard Grasa

New member
Does anyone require them? I'm thinking about making it a requirement for anything more than x amount of miles from my home, and/or anything over a certain $ amount.
 
I think the only way you could make that work is have an online appointment scheduling system that takes a deposit for you each time someone sets an appointment.



John
 
If someone needed me to come to Atlanta, then I would expect some cashola in advance



If it's someone 50 miles out, then no. I wouldn't ask for anything in advance. If they jammed me when I got there, my new mission in life would be to ruin their's
 
I have considered doing it. There have been times that someone has set an appointment several weeks in advance. I block off the day/days and schedule around it. Then they cancel 2 days before. I understand that sometimes things happen, but that leaves me with unscheduled and unpaid days off. Especially frustrating when other people wanted to schedule during that time and they end up going elsewhere because they didn't want to wait.



I am generally disgusted with the lack of consideration in so many aspects in our society nowadays. People just don't seem to care how their actions affect other people.
 
What got me thinking about it was driving for almost 2 hours and the customer canceling when we got there because I did not include something in my package that she thought I did, even though it's completely spelled out on my website. She contacted me through the contact form on the website, and told me which package she wanted so she obviously saw the descriptions of the packages. She did give me some $ for driving out there, but I was still out 2 full details for the day and had to pay my helper for his time. She either changed her mind, found someone cheaper, or had me confused with another detailer.



I'm low enough volume that when I do get a request to go out that far, I can ask for a deposit through Paypal in order to book the appointment (customer does not need to have a Paypal account).



This isn't something that happens often or anything, but would like to protect myself from losing money again if it does.
 
I wonder if a contract would be a better way to go. In the contract include a cancellation fee. That would prevent them from booking, then finding a better deal and bailing out and if they do the contract would be enforceable. They would not have to pay a deposit but it would serve the same purpose. I am not an unreasonable person, but I must protect myself from those who look to take advantage of me.



For those who do not want to commit to potential cancellation fees they are welcome to "request" a date/time. It would not be reserved, but if it remains open they may fill the spot. If they want me to commit my time it is only fair that they make a commitment to me as well.
 
Nth Degree said:
I wonder if a contract would be a better way to go. In the contract include a cancellation fee. That would prevent them from booking, then finding a better deal and bailing out and if they do the contract would be enforceable. They would not have to pay a deposit but it would serve the same purpose. I am not an unreasonable person, but I must protect myself from those who look to take advantage of me.



For those who do not want to commit to potential cancellation fees they are welcome to "request" a date/time. It would not be reserved, but if it remains open they may fill the spot. If they want me to commit my time it is only fair that they make a commitment to me as well.
Click to expand...



Only problem there is, how are you going to obtain a signed contract from someone that far away from you? Unless you're referring to a verbal contract, in which case you would need to record the phone call to be saved for official purposes.
 
ExplicitDetails said:
What got me thinking about it was driving for almost 2 hours and the customer canceling when we got there because I did not include something in my package that she thought I did, even though it's completely spelled out on my website. She contacted me through the contact form on the website, and told me which package she wanted so she obviously saw the descriptions of the packages. She did give me some $ for driving out there, but I was still out 2 full details for the day and had to pay my helper for his time. She either changed her mind, found someone cheaper, or had me confused with another detailer.



I'm low enough volume that when I do get a request to go out that far, I can ask for a deposit through Paypal in order to book the appointment (customer does not need to have a Paypal account).



This isn't something that happens often or anything, but would like to protect myself from losing money again if it does.
Click to expand...



Some people are just rude. Sorry you had your chain yanked by this thoughtless individual
 
Nth Degree said:
For those who do not want to commit to potential cancellation fees they are welcome to "request" a date/time. It would not be reserved, but if it remains open they may fill the spot. If they want me to commit my time it is only fair that they make a commitment to me as well.
Click to expand...



HAHA I love that idea! Too bad it will never work with notable success.



My experience with folks doing that type of stuff is not extensive. The first time, the lady outright tried to strong arm me into cleaning vomit without me charging for it and recently a guy booked a 3 day detail and stiffed me the day before. Both circumstances ended with me upset but the last one almost caused me to lose it. The only thing you can really do is let it go though. Some folks are completely inconsiderate and idiots. Spend too much time chatting with them and the dumb will rub off. Best to just move on.
 
We have had a few issues where a customer may book online or book by phone and when we send our guys out, they may not be there or they may claim that they cancelled by phone (when they didn't). We thought about deposits, but in many cases, we felt our customers (especially new customers) wouldn't go for it. Most feel comfortable paying only after the service is completed.



So in cases where they don't give us proper notice of a cancellation, we make a note in our database and if they ever want to rebook, we charge them a cancellation fee for their previous appointment before we will book their new service. If they refuse to pay the fee, we won't service them. I don't see it as losing a customer, your just weeding out people who don't mind wasting your time.
 
C. Charles Hahn said:
Only problem there is, how are you going to obtain a signed contract from someone that far away from you? Unless you're referring to a verbal contract, in which case you would need to record the phone call to be saved for official purposes.
Click to expand...



FWIW there are electronic signatures, much like when you initially created your account on forums, itunes, or bank online, etc.
 
That is a good plan. You can not stop someone from canceling but you can stop from having to continually cope with a problem client.



vizvek said:
We have had a few issues where a customer may book online or book by phone and when we send our guys out, they may not be there or they may claim that they cancelled by phone (when they didn't). We thought about deposits, but in many cases, we felt our customers (especially new customers) wouldn't go for it. Most feel comfortable paying only after the service is completed.



So in cases where they don't give us proper notice of a cancellation, we make a note in our database and if they ever want to rebook, we charge them a cancellation fee for their previous appointment before we will book their new service. If they refuse to pay the fee, we won't service them. I don't see it as losing a customer, your just weeding out people who don't mind wasting your time.
Click to expand...
 
Jean-Claude, I agree with you.

The industry is not a accepted or recognized as other automotive services, and yet these long time, both independant and chain operations are not able to charge back a customer for such.

Grumpy
 
Spent quite a bit of time on the phone with a guy with a black NSX, also went out to look at it (15 miles one way), needs a ton of work but his budget is $300 and he wants that "showroom shine". Told him it won't be perfect but it will be a lot better. Seemed happy with that, set an appointment. A little more than 12 hours before his appointment, he texts me to say he found someone who will put 6 hours into the car and is giving him a deal. Yeah, have fun with that. Enjoy your buffer swirls. He calls me to fix the mess and it will be a $150 non-refundable deposit for me to even make an appointment. People like that really piss me off.



I have one customer who will make an appointment a month in advance, two weeks later he will push it back. So I've learned to just pencil him in on the first call. I do cars for a couple of his friends, they say he is the same way when they all make plans. But he gives them a lot less notice.
 
Scottwax said:
Spent quite a bit of time on the phone with a guy with a black NSX, also went out to look at it (15 miles one way), needs a ton of work but his budget is $300 and he wants that "showroom shine". Told him it won't be perfect but it will be a lot better. Seemed happy with that, set an appointment. A little more than 12 hours before his appointment, he texts me to say he found someone who will put 6 hours into the car and is giving him a deal. Yeah, have fun with that. Enjoy your buffer swirls. He calls me to fix the mess and it will be a $150 non-refundable deposit for me to even make an appointment. People like that really piss me off.



I have one customer who will make an appointment a month in advance, two weeks later he will push it back. So I've learned to just pencil him in on the first call. I do cars for a couple of his friends, they say he is the same way when they all make plans. But he gives them a lot less notice.
Click to expand...





Black NSX paint isn't the easiest to finish down either. I would be hoping for him to call and I would not only charge the deposit but I would quote him $500 unseen.





Over the past few months I have had a few cancellations or postponements because I had about a 2 week waiting list after my wedding and honeymoon. I hadn't set actual appointments because I hadn't determined yet exactly how long each would take or if the weather would cooperate. I told them I would get back to them in a week or so to set a date. A few went elsewhere because they couldn't wait. Unfortunately, had I know I would have had so many cancellations I wouldn't have had to tell them it would be such a long wait. I am thinking about only giving people one chance to schedule an appointment. If they cancel they can go to my "standby" list and I will call them when I have another last minute cancellation. This means it becomes inconvenient for them rather than me. Or they can choose to pay a deposit for the next appointment.
 
If I can quote Mel Craig, "dial for dollars". He suggests that as soon as someone cancels on you, brush it off, get out your appointment book and reschedule. You should never let a day go by where you lose money without trying to make some.



I thought of 2 things I'm going to start doing to drum up some business and potential clients for days I'm "losing" money.



1. Ask clients when they book, if a spot opens up sooner, would they be able to move it to another day. A simple notation on their detail like, "Su, M, T, W, Th, F, Sa" won't take much of your time or effort.

2. Keep a sign in my car where I can drive to a location with heavy traffic and stand outside waving it. Something like:



"Express Wash $xx

+ Interior $xx

+ Hand Wax $xx"



Not what I'd like to charge, but if I can make any money that day over no money that day, it's worth it. And, that's 1 more person that see's me. I have a street just 500 feet behind my house that gets packed at rush hour (main street in neighborhood). I figure an easy 1000 cars pass the intersection. For only 2 hours of my time I can "reach" 1000 people. Standing on the corner costs me nothing. Not even a AdWords campaign can "reach" that many people without costing me something.





Oh, and my $0.02 on this specific case. If I was driving 2 hours to someones place, I have absolutely NO qualms asking for a non-refundable gas/commute time deposit. I'd have NO issue walking away from them and telling them they are not getting it back either. No one is going to sue you for $50. Who cares if they tell people, they'll look like a ******* and they're 2 hours away.



Just move to a city with almost 4 million people, you'll never be short of clientele or ever have to drive 2 hours.
 
Anything over a certain amount of $ should require a deposit. On a $100 express detail, probably not. It really depends a lot on your client type and market that you are catering to.
 
You must log in or register to reply here.
Back
Top