Being able to talk to fellow Autopians I will ask for you opinions on this one. I always have people asking what I charge, and up until Monday the 1st, I have had set price packages, but now I am going hourly! I will have average time estimates for various services, but as hard as I try to put info together in a way that is easy to understand I don't want to confuse customers. Anyone care to share approaches for handling customers when your services are charged on an hourly rate? Also, how are you handling cars if you say that it may take you 6 or 7 hours, but then once you get going you find it will take an additional 3 hours or so? Today what I thought would take a max of 6 hours on an Aston turned into 9 hours... Many thanks for your input!!!:bounce
Talking prices with customers
- Thread starter MCWD
- Start date
Thomas Dekany
New member
It is up to you, but i am sure that he can afford 9 hours of work.
Next time don't just say "6" hours, say betwen 6 to 10.
Next time don't just say "6" hours, say betwen 6 to 10.
imported_d00t
New member
While talking to a highly respected detailer, I learned that if they are going to pay hourly for 7 hours.. and you take longer, they'll pay for it. The thing is, you have to have a signed agreement saying that you are paid hourly, and that if it takes you longer, the bill will be larger, if it takes you less time, the bill will be smaller. You have them sign a document agreeing to this so there is no confusion. And if they aren't willing to agree.. well then I guess you have to pass on that client.
imported_JoshVette
New member
No offense, but I don't think having them sign an aggrement will boost there confidence in your skills much.....:nervous:
If you really don't feel comfortable charging the extra, then just tell him it took 9 hours but you're sticking with your word and only charging for the 6 hours you quoted.
For me, I just tell them it typically takes me between x-y number of hours for whatever service being performed on this kind of car based on the size of the car and type of clear coat as well as the amount/depth of swirls and if it takes longer or shorter then that's what it will be total.
BTW, if he owns an AM I'm sure he won't mind spending a little extra for better quality work.:bigups
Josh
If you really don't feel comfortable charging the extra, then just tell him it took 9 hours but you're sticking with your word and only charging for the 6 hours you quoted.
For me, I just tell them it typically takes me between x-y number of hours for whatever service being performed on this kind of car based on the size of the car and type of clear coat as well as the amount/depth of swirls and if it takes longer or shorter then that's what it will be total.
BTW, if he owns an AM I'm sure he won't mind spending a little extra for better quality work.:bigups
Josh
imported_d00t
New member
JoshVette said:
I'm not discounting your opinion, as you've been doing this longer than I, but care to explain more?
imported_JoshVette
New member
d00t said:
Sure.... to me having a client sign a document about the payment is kind of like saying maybe the client won't like what he see's when it's all said and done, or maybe they won't think it's worth the money so you have them sign in order to have proof to make them pay what you're charging just incase they're not happy with the end results.... the client might even take it as if you're questioning the their integrity when it comes to paying the bill. (that's just my interpretation)
Unless someone has been stiffed or their clients are questionable people (one must be selective with who they let be there clients) I just don't see the point of having them sign....
I've never had issues with anyone paying.
Josh
imported_DetailDan
New member
I agree with Josh. Id feel a little uneasy if someone did that to me. Like they are trying to screw you over.
imported_d00t
New member
JoshVette said:
That makes a lot more sense now! Thanks for the clarification :2thumbs:
I see your point. But, having a customer sign a work order is the "proper"
way to go about it. For first time customers, it's generally a must. Then,
afterwards, once trust has been established, a simple verbal agreement
will do. And a verbal authorization is, by law, legitimate (just make a note of it).
Getting paid for the hours is important. But being too anal about it wont always
win customers over. Sometimes, spending a few extra bucks/hours can
translate into more profit in the form of referals and repeats.
imported_Jakerooni
New member
Flashtime is right on this. Heaven forbid anything happen but should something happen to a extreamly valuable car someone might end up getting sued. The only thing to save ones own *** in that regard is some sort of signed document on what was going to be done and expected. this is one of the reasons I 've never understood hourly charges like that. It leaves so many loopholes for interpretation it's hindering. For instance quoting it takes 6 hours for paint correction and it ended up taking 9... Well as a paying customer I have to ask now... Why the extra 3 hours? Were you goofing off wasting time padding my bill? Are you inexperienced and ran into something you couldn't handle. Are you using subpar equipment that takes longer to do a job? I mean so many things come into play that can really cause a rift between customer and cliente. To me charging hourly just isn't worth it. I like playing is safe and never want any of my customers even thinking I'm trying to screw them over like that. a set price eleminates all of that coming into play. the only possible downside is I possibly screw myself over once or twice. To me that's an easy thing to live with rather than having some guy rant and rave about me quoting 6 hours and they were all pissed because I took 9 and had to charge them extra... not worth it by a long shot.
imported_JoshVette
New member
Flashtime said:
This is a good statement.
I guess it all depends on who your clientele is. My clients all come from word of mouth so the whole trust factor is typically good and not have to be in question. Plus they are tossing me there keys for the day and most of them are at work while I'm at there house so that's as good as signing a document for me.
Josh
Jean-Claude
Keeper of the beautiful
The type of client you're working with certainly means a lot when it comes to quoting and terms of agreement.
I had a client tell me he wanted x, y and z done last week. I happen to know he's the type that does not want to be bothered(though he is very kind and pleasant), as he's a lawyer and his hour is worth far more than my hour. He is very wealthy(that makes ZERO difference in how I price my jobs) and knowing his attitude I knew that he would pay. I spent 7 hours and charged him $390 on his auto. He was a bit taken back when I told him the total, but days later he said he wanted me to do his wife's car. Great client that can appreciate quality.
I have had other clients that put off a vibe that they want to pinch pennies. When that happens I am VERY clear on every aspect of the job, price and work done/agreed upon.
In my opinion, it matters more WHO your client is rather than what YOU think. The more time you deal with customers and clients the more you will be able to read a client and suit your business best to deal with them. Then again, sometimes they can throw you a curve ball and have you all twisted up in the game(boo).
I had a client tell me he wanted x, y and z done last week. I happen to know he's the type that does not want to be bothered(though he is very kind and pleasant), as he's a lawyer and his hour is worth far more than my hour. He is very wealthy(that makes ZERO difference in how I price my jobs) and knowing his attitude I knew that he would pay. I spent 7 hours and charged him $390 on his auto. He was a bit taken back when I told him the total, but days later he said he wanted me to do his wife's car. Great client that can appreciate quality.
I have had other clients that put off a vibe that they want to pinch pennies. When that happens I am VERY clear on every aspect of the job, price and work done/agreed upon.
In my opinion, it matters more WHO your client is rather than what YOU think. The more time you deal with customers and clients the more you will be able to read a client and suit your business best to deal with them. Then again, sometimes they can throw you a curve ball and have you all twisted up in the game(boo).
imported_JoshVette
New member
Jean-Claude said:The type of client you're working with certainly means a lot when it comes to quoting and terms of agreement.
I had a client tell me he wanted x, y and z done last week. I happen to know he's the type that does not want to be bothered(though he is very kind and pleasant), as he's a lawyer and his hour is worth far more than my hour. He is very wealthy(that makes ZERO difference in how I price my jobs) and knowing his attitude I knew that he would pay. I spent 7 hours and charged him $390 on his auto. He was a bit taken back when I told him the total, but days later he said he wanted me to do his wife's car. Great client that can appreciate quality.
I have had other clients that put off a vibe that they want to pinch pennies. When that happens I am VERY clear on every aspect of the job, price and work done/agreed upon.
In my opinion, it matters more WHO your client is rather than what YOU think. The more time you deal with customers and clients the more you will be able to read a client and suit your business best to deal with them. Then again, sometimes they can throw you a curve ball and have you all twisted up in the game(boo).
This is another great statement.:goodjob Thanks for sharing.
I always give my clients a good general ballpark figure on what to expect the work to cost for what they are wanting done and their immediate reaction to that figure will tell me a lot and if it's more then they want to spend then I'll do a more simple process with no real paint correction. But most all of this is handled over the phone before I ever see the car.
I know, I know, how can you quote a price on a car you haven't seen. I think it just comes down to experience, the more cars you correct paint on and detail the better understanding you have of what type of cars take how long to make perfect.
Josh
imported_User Name
New member
tdekany said:
Not a pro but this seems to be the most sensible approach to me. Give them a window and it gives you both some flexibility.
Tripperfx3
New member
I do hourly and I tell my customers just what has been said. It may take between 6-10 hours. If its a new customer I make sure to bring some pics of my work with me on a digital camera and they can judge for themselves if they want me to work on their car or not.
imported_sal3291
New member
I have a question when charging hourly. Do you tell the customer well I charge $50 an hour, then explain what is involved with the detail and tell them it will take between 5-8 hrs to complete. Or is there a different approach? What if your customer is looking for their car to look better then they can get it with wax but not looking to pay what it will take to do a paint correction? Would you tell them you can do that in 4-6 hours and do a one step?