Over Educating the Customer?

[Beemerboy]

On another forum someone was asking about a good detailer in their area. A few came back with suggestions, but one person posted a list of questions to ask the detailer to qualify them.

I have found that most all people that have asked me about my detailing, have limited to no knowledge of what's done, and even more don't care they just want a super clean car back.

That said, I think we can do more harm in the sale of a detail by over educating or explaining what's done.

If they ask, but to volunteer the info I think may shoot yourself in the foot.

Your thoughts?

 

[Orinda Auto Detail]

I agree with you completely, unless it's a crazy paint correction pretty much i'll say "Itll be really shiny and well protected!" then I point out dirty stuff inside and say we clean that too. This keep expectation for a clean car realistic, So when they get back and pick it up they are blown away because it's more than they thought. I hear it all the time WOW you guys even cleaned in my gas door!

 

[tropicsteve]

i agree, i think most people can't appreciate the intricacies of detailing, they just want it clean and shiny. i like joe's approach "we clean that too" and "it'll be really shiny and well protected"

 

[Nth Degree]

In general, I agree as well. But when a customer asks questions or paint correction is involved I try to help them understand the differences. In many ways it is my way of upselling, but it is on a case by case basis. Often their eyes may become wide with amazement at how much they didn't know about detailing. That is where I stop.

Without knowing what questions were asked I can't necessarily say that it was a bad thing. There are a lot of "wash and waxers" out there and it isn't a bad thing for the discerning customer to make sure they are finding someone who can meet their needs.

 

[Trouble]

Unless a customer specifically mentions swirls, scratches are rids, I just give them a thorough cleaning and a 1 step polish and move to the next disaster :burn:

 

[Rocket]

Unless a customer specifically mentions swirls, scratches are rids, I just give them a thorough cleaning and a 1 step polish and move to the next disaster :burn:

I think that's all most people would want any way. Most aren't concerned about full correction let alone know what it involves.

 

[Todd@RUPES]

I think that's all most people would want any way. Most aren't concerned about full correction let alone know what it involves.

And here in lays the catch-22...

If you don't educate the consumer then they will never know the difference, but if you educate them, they may for the swirl removal. However, nothing is too stop them from having buyers remorse as well. It's a fine a line of giving the customer what they want and sometimes you just need to know how to read the client.

You never get a sale if you don't offer.

 

[Trouble]

And here in lays the catch-22...

If you don't educate the consumer then they will never know the difference, but if you educate them, they may for the swirl removal. However, nothing is too stop them from having buyers remorse as well. It's a fine a line of giving the customer what they want and sometimes you just need to know how to read the client.

You never get a sale if you don't offer.

Another reason you should at least suggest it (paint correction) is because someone else (another detailer) might come along behind you and start laying down fancy terminology and make your customer have doubts about your detailing knowledge :nerd: