BookemDano said:
Sean,
I'm not a detailing pro, but I am a pro at what I do (software development). When I have a customer who specifically asks that the task be done in a specific way, my emotional reaction is something like, "Just tell me what the end result should be; I'll take care of the process." However, I don't say that.
The first thing I say to them is, "Yes, sir! I heard that you wanted ...". Then I tell them, "You are the customer. Bottom line? I'll give you what you ask for. But... Let's discuss the options on how it can be done. Then you can decide what is best."
Then I discuss the options to educate them. Since I have my biases, my best arguments are toward my way of doing it. Usually (but not always) the customer sees it my way. When I show them the result that they want, they're usually quite happy.
I consider education part of my job. I'm a pro at what I do with a strong set of skills and experience. It's part of the service that I offer.
In the case of wax versus protectants, you can explain the benefits and detriments of each. E.g., "Yes sir. Wax looks very nice, but it only lasts 1-2 months. Using <sealant XYZ>, the finish should last 4-6 months. Is durability important to you?" I.e., lead them down the path that you want.
When I was a junior programmer, I had only one or two ways of doing things. As I grew, I learned new and better ways. Now I have a full repertoire of skills and techniques that I call on. In some cases, I CHOOSE to do it the old way. Other times, I CHOOSE a new, more advanced method. That comes with being a "pro-dude".
Likewise, you can praise your old mentor as providing the underlying basis for your expertise. But... You've gone to the next level as an artisan. Your "bag of tricks" includes all of the good things your friend taught you PLUS an expanded array of methods that can work better. IMO, explaining this to the customer emphasizes your professionalism. Done tactfully, this kind of explanation should raise you in the eyes of your customer AND give you flexibility to meet his needs using your methods.
I hope this helps.
Regards,
Dan.
This is a great thread, very releveant to a situation i came across with a client recently too. Dan's response is consise, powerful and very effective.
I firmly beleive that the top priority and characteristic of any successful business person is his/her ability to build strong rapport with their clients. This is where the famous line, ' the customer is always right' is mentioned thousands of times. However, it's important to look at this saying from a wide perspective. In reality, the client ISNT always right, so how does one overcome this common obstacle when dealing with strongly opinionated clients?
Firstly, build rapport with them. Secondly, LISTEN before you point your case, respect and rapport i beleive starts with listening closely to what people say, and find out what they want. Thirdly, try to offer the best solution, rather than pointing your case as being 'right' and your customer's point of view as being 'wrong.' Use your knowledge, experience, and proof (your car for instance) on building your argument, all the while carefully choosing your words and remaining 'solution suggestive' in your conversation. Now, some stubborn people will still hold their ground, and thats fine...however, before you leave the conversation, or for the detail appointment, follow what Poorboy and Dan mentioned in their posts.
To quote Dan (who worded this fantastically), " I'll give you what you ask for. But... Let's discuss the options on how it can be done. Then you can decide what is best."
Make sure the client knows that the end result is HIS/HER decision, and thats how they wanted, this must hold true whether they go with your plan, or theirs. When the client knows this, it will avoid possible blame and frustration on both of your accounts in the future. Give em what they want, but let em know what they get, and what they can expect.
Example: I worked on a Black CL500 recently, quite heavy swirls...it needed an intensive paint rejuvenation to say the least. I talk with the client, briefly going over how this can be corrected, what the advanatge is, and how its different from what he/she wanted (which was just a thorough wash/wax). 10 minutes later, after then client was FULLY informed, i left the decision up to him, in a friendly and open minded way. He still opted for the Wash/wax combo, and that was that. He was thrilled with the way his car looked needless to say, but finally understood my position when he saw alot of imperfections in the sun...the swirls that i offered to take care of. So we made a 360, and we booked a comprehensive detailing session in 4 weeks, to totally revive the car like i originally suggested. We both leave happy.
And to quote Steve (Poorboy), "let him make his bed and lie in it too" If you indeed deide to go with the CLIENTS method, make sure you make it absolutely crystal clear what they're getting, and what they're NOT. The customer has to leave the conversation knowing all the facts, making the final decision for themselves.
Sometimes ive found it to be counter productive, and even unhealthy to try to convince an individual of something, even if im blatantly right. And if you run across someone who is difficult like that, and have the chance, don't subject yourself to those kind of people.
Work with people where you can, but to a point. Sometimes a deal is best when it DOESNT go through, and you will find that sometimes you leave from these situations with MORE rather than going through with the plan and leaving emotionally, physically or financially drained.
Hope this helps, awesome thread!
Sorry for talkin to long!
