Responding to Customer Questions/ Concerns

[imported_DetailDan]

What are some common customer questions/ concerns you guys get and how do you respond?



Lately I've been getting more questions about what products I use and even requests to use certain products. I've also had potential customers tell me they will wash/ clay the car themselves, or they will wax it themselves and don't want me to do it.



I can't help but wonder if people like this ask similar questions to professionals in other areas of business?



What are your thoughts/ experiences?

 

[imported_Automania1]

What are some common customer questions/ concerns you guys get and how do you respond?



Lately I've been getting more questions about what products I use and even requests to use certain products. I've also had potential customers tell me they will wash/ clay the car themselves, or they will wax it themselves and don't want me to do it.



I can't help but wonder if people like this ask similar questions to professionals in other areas of business?



What are your thoughts/ experiences?

Here are my thoughts: You are the professional expert providing detailing services who will determines the needs of the vehicle and the steps required to detail to the expectation of the consumer.



Products are only one aspect of the process, technical expertise is another so from your arsenal of products and the condition of the vehicle you will decide what is best. If you happen to use the products they are suggesting and think it will do the required job then that is perfectly acceptable. The customer does not get to tell you the Professional business owner how he wants you do do it, or that he will wash and clay himself because that is part of the process you will need to make sure is done properly. It is like going to the doctor.. do you get to tell him what medicine he should give you, or do you say, I will perform the surgery just write me the prescription so I can make sure I do not get an infection. just my thoughts

 

[C. Charles Hahn]

Products are only one aspect of the process, technical expertise is another so from your arsenal of products and the condition of the vehicle you will decide what is best. If you happen to use the products they are suggesting and think it will do the required job then that is perfectly acceptable.

While I largely agree with your point, I also am not quite so quick to draw a hard line about customer requested products. There's no reason not to say to a client that you'll be happy to look into their request and determine if you are able to accommodate them, but that you will need to charge them an additional fee to do so.

The customer does not get to tell you the Professional business owner how he wants you do do it, or that he will wash and clay himself because that is part of the process you will need to make sure is done properly. It is like going to the doctor.. do you get to tell him what medicine he should give you, or do you say, I will perform the surgery just write me the prescription so I can make sure I do not get an infection. just my thoughts

I get the feeling these folks who want to do their own washing/claying are simply looking for a way to save a little money, which again I don't really have a problem with. As long as they are aware that I am still going to do an inspection of the finish before I commence with polishing and will perform any rework that may be required (and will charge accordingly, especially if they cause any additional damage to the finish through the use of improper technique/products) they can wash and clay to their heart's content. Same goes for waxing it themselves after I finish polishing -- I will not be held responsible if they instill any marring/swirls/scratches in the freshly polished surface, but they're welcome to do as they wish; it is their car after all.



These days, doctors do often face the same sort of thing. Look at all those pharmaceutical advertisements telling consumers to "ask your doctor about xyz pill" giving patients the impression that a certain product is the best thing on the market for their particular ailment, leaving the doctor in the position to either accommodate those requests, convince patients that there are better options available, or simply lose patients. Our predicament is much the same; we can't win them all, but if we can make the customer happy without sacrificing our professional integrity and profitability, there's no reason not to.

 

[Envious Eric]

I get it from time to time...



I will explain what products I use and why



i wont let them do the prep work, or the waxing work, and I just do the paint correction work to save a couple bucks!

 

[AndyWax]

Just had a customer call to ask which/what type of products we use to clean convertible tops. Also, asked about our method. We have also had requests to wash the car using Dawn dish soap - these requests come from customers who just want a wash, no wax, nor did they have plans to wax it after.

 

[Nth Degree]

In response to the typical question of "What product do you use for _________?" I usually respond with "That Depends" or a few qualifying questions. Most products are great at what they were designed for. Unfortunately the average person does not understand the differences. Eg: wax vs. sealant. Is the goal to get the best look? Durability? Ease of use? Once they realize that I am looking to tailor my process to what is best for their particular vehicle I rarely have a problem. Even when they want me to use a particular product I have always been able to convince them otherwise by doing a side by side comparison.



If they continue to be difficult I would simply tell them that I cannot help.

 

[togwt]

Client education in the aesthetic care of their vehicle should be equally as important as the detailing. The most common cause of surface scratches is washing the car improperly, or using unsuitable washing media, so I would suggest they explain or demonstrate the correct vehicle paint washing technique, it’s also an ideal time to up-sell other services, products, and etc



The most important thing to ensure repeat business and a satisfied client is to determine what aspect of detailing is most important to them, for some it’s just a clean and shine car, for others it’s the interior. So knowing what is important for them, and satisfying that need is what’s of paramount importance, after all you are catering to their desires and wants, not yours.