Question for the Pros

ACE

ACE

What's that smell?
I consider myself a serious hobbyist and I will sometimes do some work on other's cars, but to those of you who do a decent volume of work- Can your clients really tell the difference between, say a machine polish, glaze and wax and a properly-applied one-step job? I say this because, until I really became involved in studying detailing, I really wasn't keenly aware of minor paint defects the way I am now. It is sort of like my eyes became trained to see them, so I see them because I know what to look for. I also can make a one-step job look damn good through the use of proper tools and techniques- much better than before I became educated. So, I was wondering, do many of your customers let you really go to town, or are they happy with a good wash and wax? When I say "good" wash and wax I mean proper application of a quality one-step product over a properly prepared surface, not just slopping on a coat of Mothers Cleaner Wax the way the average Joe does it.
 
Ace

I think every detailer has their own marketing technique and standards. Price will dictate services as a general rule. All of my customers expect perfection. That doesn't mean I couldn't get away with a wash and wax on occassion, but I feel since they are paying me want I expect and charge, they should get a top quality job. I will take short cuts on my wife's car.
 
All my customers allow me to do what I want. If its a first time job, its wash, clay, polish, swril remover, glaze and wax. I think more than anything I explain the steps piror to doing it then again when I get back. I've yet to have anyone say anything bad about my work
 
From my experience and with my clientele they absolutely can tell the difference. 90% of my biz comes from corporate biz types who work in my office complex and almost all drive expensive autos. Many of them are enthusiasts themselves who simply have gotten far enough up the corporate ladder to where they just don't have time to do it themselves anymore. Yes, they would certainly notice the difference between a coat of Mother's Cleaner Wax and a full 3-step system. Plus, if they are paying me for an exterior paint detail which includes up to 3 steps I certainly am not going to shortchange them. Not if I want to keep them coming back and sending me new customers. That's not to say every car will get 3 steps since some just don't need the more abrasive first step polish but they will all get at least two....some sort of polish or glaze and final finish.

The overwhelming majority of my jobs are for exterior paint details which means make the paint as good as you can job (short of wet sanding). Only a small percentage opt for the full interior/exterior or plain wash/wax/vac. Probably 75% exterior paint details with the other 25% split between the full interior/exterior and simple wash/wax/vac.


Natty
 
I don't know if any of my customers would be able to tell the difference between a full detail and a wash/wax job, but I'm not willing to risk it. I give each client my honest opinion on what service their vehicle requires. Even if the customer couldn't tell the difference - I can.
 
I guess I would say that most of my customers would not know that differene in a one to 3 or 5 steps. The only thing for me is that I like to deliver back a real clean car and as perfect as possible. So I go for the wash, clay, polish, swril remover, glaze and wax.
 
Just in case anyone took it that way, I never meant to imply that anyone would sell their client a 5-step process and give them a one-step. It's just that you can make a car with good paint look very good with a machine-applied one-step and I wasn't really convinced that people not actually involved in detailing could tell the difference. I guess some can and some can't.
 
ACE said:
Just in case anyone took it that way, I never meant to imply that anyone would sell their client a 5-step process and give them a one-step. It's just that you can make a car with good paint look very good with a machine-applied one-step and I wasn't really convinced that people not actually involved in detailing could tell the difference. I guess some can and some can't.
Click to expand...

No problem, we knew what you meant. My wife for one only knows shiny or not shiny.

Some of the people I've done work for have actually thought I had buffed their car when all I've done is the DAWN wash...seems that their not used to seeing the results of a REAL, complete wash and not just some half-assed automated wash & swirl.
 
I believe my customers would certainly notice the difference if I deviated from my regular step process. Like NattyBumppo they are almost all top corporate types that drive high end cars. On my initial detail with a new customer I follow a step process very similar to that of Beemerboy with few changes other than occasionally using a paint cleaner after the clay and I do the polish after the swirl remover. Starting with the wash and ending with the wax this equals seven steps but the results are awesome and I have never had a complaint. They smile, give me referrals and I smile and take the money. I have NEVER found any "one step" that comes close to the results. In reality I do not believe such a product exists no matter how applied. This complete process is not necessary every time since most of these cars are done at the minimum of every two weeks. I have found if initially done correctly that I can do a simple wash and wax for several months and the car will maintain its appearance and the customers continue to be happy.( I of course do not charge them the same price for the wash and wax as I did for the initial process). This makes them happy also!!!! They trust me and when I feel they need the total process again they are always agreeable with my opinion. When a customer insists, seldom lately, I will use a sealant but I have found and some customers who have previously used sealants agree that my process looks as good if not better. REGULAR, HAPPY customers who readily set regular appointments are my goal!!!Good luck detailing and Happy Memorial Day to All!!!
 
Before I do the job I decide 2 things, what the customer expects and wants, and what I want it to look like. I realise that not every job requires elite service to satisfy the customer and at times a wash and a one-step is ok. Even though this can please a customer its not always what I feel I should do. I mean every job I do I have to put my name on and if I know people will look at this and judge me by it I will go the extra length needed to make it as good as possible.

The work we do is our greatest advertisement and even though the lady might like the look of the wash and one-step on her car her neighbor with 2 BMW's and an Audi could know the difference and he could possibly decide to use me or not by how his neighbors car looks in the driveway.


I guess my choice on what to do depends on the needs of the customer and what they are willing to pay. Some people just dont appreciate the results of a deluxe detail and refuse to pay me to do it and only want a cheap wash and wax. When this happens I feel that its ok to do what the customer wants as long as it doesnt comprimise my standards that I want to keep for the work I do.

I want to keep reaching out for the higher-end autos and the profitable jobs and the quality of my work is the foremost issue that will promote me in this effort.

A few times recently I told the customer that a simple wash and wax was not enough and that I needed to buff the paint to correct the extensive problems or I wouldnt take the job and they decided not to use me! I didnt push the people away in a bad way I just told them that I didnt feel that a cheap fast wax job was going to help and I didnt want to put my name on a job that was so seriously flawed. They understood and took their cheap wallets to the guy on the other side of town and paid 45 bucks for a lousy wax job that stained their trim! lol




Best regards,
John
 
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