So, I had to call the cops today

I agree with the customer. It's your job to cover your own butt and when you say "Do you have any stains, odors or anything else you want me to address out side of a basic interior detail???!!!" you should have looked at the car and mentioned the dog hair specifically. Also, I'd expect a full blown interior detail for $125. He could of taken it to a local express shop and probably paid $125 for the entire car and they would of removed the pet hair. I know a lot of people bash the express shops but they usually have the higher powered tools to get the interior clean with little effort.



I have this repeat customer with SUPER bad dog hair. I always tell them, "I'll do what I can without spending the entire day on it." and they know that there might be some left for what they want to pay.
 
When it comes to customers whom you've never dealt with before I think you have to assume the worst about them.



No matter what was on your site I think you should have gone over with your customer what his expectations are and what he's actually paying for.



When someone asks me for a one step I walk around the car and tell them exactly what to expect. I let them know its most likely not going to end up swirl free and that's fine with them. They know exactly what they're paying for and they're happy with that.



Its partially the customers fault for not researching everything first but the customer is not always the smartest. Why do you think they have dumb warning labels on products? Why would you have to warn someone that a cup noodles will be hot? Ofcourse its hot, there's boiling water in it.



Like jake mentioned also, why did you jump the gun so quick?
 
I'm lost here. What do they get for $125...a dash wipedown and a basic vacuum? If stains and removing dog hair is extra, what DOES the "detail" include? I think the confusion might be in calling this a detail, when in reality what you're really charging for is a quick clean.
 
On our site and on our Checklist, the service he requested is a "Clean and Protect" What is included is outlined in the checklist and on my site.



Anyway, thanks for the input. Maybe need to step back and regroup.

End of the day, it doesn't mater, the kid's credit card was declined. So, I didn't get paid anyway.



Thanks!



Andy
15951 said:
I'm lost here. What do they get for $125...a dash wipedown and a basic vacuum? If stains and removing dog hair is extra, what DOES the "detail" include? I think the confusion might be in calling this a detail, when in reality what you're really charging for is a quick clean.
Click to expand...
 
Got Wax said:
I normally try to stay away from price sensitive customers. But, for some reason I didn't listen to my gut and today I got a reminder why I should. I had an interior job scheduled yesterday morning about two miles from my house. I took the truck home Friday and my garage is about two blocks from this guy's house. So, I do this job and get paid to drop the truck off. :2thumbs:I get to his apartment and call, no answer. After a couple more calls, I drop the truck and head home. One hour and thirty minutes later, he calls me, "I didn't hear the phone". He had obviously just woken up. We reschedule for this morning and I just knew this didn't feel right. So, I get to his house, he comes out and tells me he just wants the interios cleaned up. This is the Jeep of a young kid - soda and coins all caked in the cup holders, food and MOLD in and under the seats, etc. Okay, I ask, "Any stains, odors or anything else you want me to take care of outside of the basic interior detail?" "Nope, that's it." So, I go about my business taking note of some, not a lot, just some dog hair - most had been removed on the two vacuum runs and the dry vapor run. After cleaning everything up, I vacuumagain, wipe down, treat, glass,etc. When I tell him I'm done, he waits 15 minutes to come out and performs a thorough inspection of the car. He tells me, "there's dog hair in the car." Yes, I can remove it all for an additional cost." We go round and round and he says, "I'm not the expert, you should have told me before you started." But...I DID..."Do you have any stains, odors or anything else you want me to address out side of a basic interior detail???!!!" He offered to pay me $50.00 - my normal is $125.00 for basic interior.



So, he's not going to pay me. I initially tell him I will just take him to court. Then, he becomes a total D!ck. So, I change tact and tell him that I'll call the cops for theft of service. He tells me to go ahead. I do, the cop comes and tells him, pay me or it's a charge of theft of service.



Moral of the story...go with your gut!!!!:2thumbs:
Click to expand...



My question for you is this, if you charge $125.00 just for the initial basic interior job, what would you charge for the Full Monty?
 
As most of you do, I charge hourly. So, the service I performed fell within my two hour charge @ $60.00 per. Funny thing, when the cop asked the kid if he signed my work order/agreement of services, he said yes. The cop then pointed out that what is outlined was provided and that pet hair removal is clearly indicated as an additional cost. The kid's reply, "I didn't read it." This wasn't a bait and switch or anything outside of what we agreed to. My rates are my rates. Maybe I need to restructure my cost and menu?? I don't know. But, this is the first such encouter I've had of this nature. It was a bit disturbing to have to go this route. And, I totally get the, "is it worth all this for $125.00." Since the card was declined, it's kinda moot.



Thanks to most you that have posted your replies! The input is appreciated and digested. The information and suggestions are great. The confrontation and innuedo...not so much!



Thanks!!



Andy
sellncars said:
My question for you is this, if you charge $125.00 just for the initial basic interior job, what would you charge for the Full Monty?
Click to expand...
 
I had a nice chat with Andy on the phone about this. I don't think everything is conveyed well over the internets. By what was said I think honestly the customer in question never had any intention of paying for the service and was just trying to get something done for free. I'm always a advent of trying to make the customer happy. In this case I honestly beleive that even if Andy wouldn've went back and got 100% of the dog hair out the customer still wouldn't have been happy. Simply because it really sounds like the customer never had the money in the first place to pay for the service. There are people like this all over the place. They order up big and then complain about the littlest thing on purpose to either get it at a severly reduced price or for free. Jack Russel terrior hair is probably one of the hardest to get out in the first place. Most people I've done dog hair removal for don't care if it's 100% gone because they fully plan on putting the dog right back in there. It's like a child to them and they understand. I think this whole thing is a HUGE misunderstanding on here.



Just my $.02 on the subject.
 
Danase said:
you should have looked at the car and mentioned the dog hair specifically.
Click to expand...



Exactly. Whenever I inspect a car prior to starting and notice excess pet hair or stains, I immediately notify the customer that there will be an upcharge due to the extra time the problems will take to address. That way there is no misunderstanding of what will be done and at what cost.
 
I guess since everyone else is giving their 2 cents, I'll jump on the bandwagon as well.



Whether $125 is a good price for the service or not is besides the point. The point is that a contract was signed, the terms were on the contract, and the kid ignored it. The kid might feel ripped off because he thought he was going to get something else, but that's his own fault. I think it's for his own good. There are more important contracts he is going to sign in his lifetime, and he needs to learn his lesson. What if he did that with a contract for a credit card, or if he was taking a loan out to buy a car, or when he's renting an apartment? Can he just say he wants a 'do over' because he didn't read it? He might be young, but as an adult he needs to grow up.



Since this kid's credit card was declined, it sounds like he's not the world's most responsible person anyways, because if mine was declined I sure wouldn't be spending 125 dollars to have someone detail my car, even if it would include pet hair.



Edit: Ok, after reading my post it does seem harsh to me, but that's because I'm pretty extreme in my stance that when you agree to something, it is what it is.
 
I would imagine that if he was just trying to dodge payment, he would have given you the declined credit card that he knew wasnt good in the first place and not answered your phone calls.
 
I've been lurking this forum for 5 years but had to register just to voice my opinion. I agree that the kid signed a contract and you had every right to enforce it the way you did...a contract is a contract. But....I think $125 should include the removal of dog hair. I think I'll quit driving truck and start doing interior details. Man, I'm in the wrong business!
 
What did you do for 2 hours that doesn't include stain and pet hair removal, etc? I mean like I can understand not doing it, but a vacuum and wipedown of the interior shouldn't take that long at all.
 
I agree that if it was made clear pet hair would be a separate charge, you deserved your money.



HOWEVER, and I am a complete noob so maybe I am missing something here-how can a 2 hour interior detail NOT include pet hair removal? In two hours I can completely clean an interior up- vacuumed, stains out of carpets, all surfaces cleaned and dressed, windows done, vents meticulously cleaned, etc. Like I said I am a noob so maybe I'm missing something, but what took up the two hours that prevented you from getting to the pet hair?
 
What is included or not included and how much it cost is besides the point.



He signed a contract.



That's the important part...



That being said I would agree that pet hair removal is one of the more common things people look for with and interior detail. Not that you *legally* need to do it, but I would make that very clear in the future.



"Any pet hair, stains, or odor issues you are concerned about?" That little sentence will make your life much easier in the future. Some people are never going to be happy no matter how much you go above and beyond. If you are billing that as an extra service and he signed a contract then you did nothing wrong. Doesn't matter if people agree with your billing, detailing, or anything else for that matter.
 
Got Wax, I don't think you did anything wrong. I do think that you could have headed off this particular situation if you had specifically noted the hair....ya know, the whole, everything is lawful but not everything is advantageous thing...



If what is included in your packages is specifically noted, I do think it falls to the owner to use his/her brain. Someone tried to burn me one time with vomit in a car by COMPLETELY ignoring what was included in my packages.



I don't blame you one bit. If you had not cleaned it or charged for it, the guy would still be bad mouthing you. You were in a lose/lose and still didn't get paid.



We all know you can't make everyone happy anyways. All you can do is your best and hope your client is a honest, pleasant person.



*my rule while cleaning is if it only takes a short moment and I think it will pay off I will clean up a little extra, no sweat.
 
I have spent 3 hours to get all the pet hair out of a GL450 mercedes. I got it about 95% and called it good enough. As mentioned above, the owners typically will continue to carry their pets around the next day or two!



the point to this thread is not the price, get that out of your heads! It was about the business ethics! The price one agrees upon is not up for discussion as it was between the business owner and the client!



facts are:

client didnt read agreement

client did receive the work done agreed upon

client doesnt want to pay, cops get called for theft of service

client defaults on payment

client will more than likely slam business unjustly as it was his own fault he didnt get what he didnt pay for!



as for what work was done, probably a thorough vacuum, yet not so intense to get the tiny pet hair (we all know thats a pain the a$$), headliner steaming/cleaning, uv protectant, plastic/vinyl steaming/cleaning, interior dusting and maybe a small amount of odor treatment! That right there takes 2-3 hours!
 
Just one last time. And, let me preface by saying I truly do appreciate everybody's contribution!



I asked UPFRONT, "Is there anything you wish me to address, Stains, odors, etc?" Answer was , "No, just a cleanup." MOST of the dog hair was removed. I vacuumed twice, steamed w/ brush, which removed more. Then, A final vacuum. I steamed the headliner, panels, seats, and Toronado'd the dash. Wipedown, treated/dressed seats, dash, panels and cleaned windows.



Remember, this was a kids Jeep that was pretty nasty inside, the usual soda in the cup holders with the normal change glued into them. Gravel in AND under the carpets as well as Mold in and under the carpets on passenger side. Lunch, Goldfish, etc. Two hours includes my setup and breakdown time.



The kid was presented with a contract, which he was given opportunity to read and sign, which he did; sign anyway.



And, just FYI: both my website AND the contract the kid signed reads like this (copy and pasted from the Word doc the kid signed)



INTERIOR DETAILING -



Clean & Protect Interior Detail



Estimated time: 2 - 3 hours

Starting at $125.00



The Clean & Protect Detail is recommended every six months or, when performing any exterior detail. Detailing your vehicle interior can prevent stains from setting deep into carpet and upholstery as well as remove existing spots and stains.



* All Panels Steamed and Wiped Down

* Complete Cleaning and Air Purge Under Seats, Dash, Door Seams and Air Vents

* Clean Center Console and Glove Box

* Headliner Steamed

* Carpet, Upholstery and Floor Mats Steam Cleaned with Dry Vapor Steamer

* Leather Surfaces Cleaned and Treated

* Clear, Streak-Free Windows



INTERIOR A LA CARTE SERVICES -



Odor Removal - Clean Air Odor Treatment

Fabric Treatment - Interior Fabric Stain Protectant

Steam Cleaning - Steam Clean Entire Interior

Pet Hair Removal - Removal of Pet Hair From Interior







Finally, I am not going to defend my rates. I charge what I charge and I base my rates on my, overhead, margins and, ultimately, my time. I am not concerned what the market bears or what anyone else charges.



That's all, carry on!!!



Thanks



Andy
 
Got Wax said:
I ask, "Any stains, odors or anything else you want me to take care of outside of the basic interior detail?" "Nope, that's it." So, I go about my business taking note of some, not a lot, just some dog hair - most had been removed on the two vacuum runs and the dry vapor run. After cleaning everything up, I vacuumagain, wipe down, treat, glass,etc.
Click to expand...



Sorry for splitting hairs here :D, but during the detail, did you ever think to reinforce/discuss the possible unsatifactory end result with the customer to avoid any surprises?





Got Wax said:
When I tell him I'm done, he waits 15 minutes to come out and performs a thorough inspection of the car. He tells me, "there's dog hair in the car."
Click to expand...



Did you ever think about doing a little more vacuuming just to passify or overcome this guy's objection? It's not that big of a deal to revacuum a couple more times is it? You did mention is wasn't a whole heck of alot.





Personally, I would have exceeded this customer's expectations and kicked the hair removal into overdrive so he would have been satified. Customers like to be satified with their purchase (especially a young kid spending $125). If they are happy with the experience, they turn into repeat customers or refer you to friends.



How do you know this guy didn't call his credit card company to block out your charge request?
 
It's a good point that the kid could have set up for his CC company to deny the charges, but if he's that savvy with credit cards, why doesn't he read contracts so he knows what he's paying for:confused:
 
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