Time = Money, Customers = Money, How to Juggle Both Successfully

bunkeroo26 · Jan 25, 2014

Time -versus- Customers
A Look Into Time Management



For many in this industry, the truth that Time equals Money is quite significant. We often find that we either do not have enough time at the end of the day, and we are always left wanting more. We want more time for the sun to be up, we want more time to earn money, we want more time with our families. Time is a constant factor in our business. This is especially true if you are charging your customers hourly.

Especially if you charge your customers hourly, they do not deserve to have you waste time on the job. Your bottom line is another reason that you can not waste time. Your profits would be the thing to take the hit. A conundrum occurs when working a job, and you are approached by potential customers. Do you stop what you are doing to deal with the questions from the onlooker? Do you ignore the onlooker and risk offending them or losing the customer?

This is a tight rope that many of us walk. Unless we are fortunate enough to be booked up weeks in advance, we can not afford to lose the new customer as a client. We also can not afford to offend our current customer by slacking off on the job. We are on the clock afterall. Do we let our assistants deal with the clients? For me, having my assistant dealing with customers is not a solution. I want to be the one selling my services, as I can properly counter reaction to pricing, correctly answer questions and concerns and give a good look into my professional demeanor. So, is there a solution?

I personally think that there is. I saw this item after working at RV lots for a few days in a row. We would get stopped nearly every thirty minutes by someone wanting a business card and inquiring about prices. Then, I see this little gem of an item: http://www.chemicalguys.com/Chemical_Guys_ACC_304_Card_Caddie_p/acc_304.htm%C2 If I had this on the back side window of my work truck, then I can easily point someone to it and tell them that I would get back in touch with them. This is quite a time saver. I do not have one of these items yet, but I can instantly see its value.

Not only can I refer people to grab a card, but the item's description states that people are naturally curious as to what is on your car, so they look closer and see that it is business cards. I plan on combining this caddie with a window sticker that sits on the inside of the window, has my business name, details and instructs to take a card. What do you all think about the use of this? Do you think that people in parking lots would be interested, look closer, and then take a card? Is this a way that your car can sell your service by itself?

As a second layer to this strategy, would it be feasable to detail a friends car immaculately for free, in exchange for being able to affix one of these caddies to a back side window? Would this caddie make your vehicle a company vehicle, as your information is then displayed? To my knowledge, there is little definition as to how large your company names needs to be to qualify for deductions. Please correct me if I am wrong.

Can you see any other uses for this piece of equipment? Is there any other brand that has a better product? One thing that I would be worried about, is losing all of my cards on a windy day, or while driving fast. Overall, I do believe that I am purchasing one. Even if it is only effective in RV parks, I would make my investment back with just one new client.

Thanks for your input on this subject.

David Fermani · Jan 25, 2014

Great thread. I'm a firm believer that as a business owner you should give as much face time and info to your prospective client as possible. This can be a deal maker and a deal breaker if not handled professionally. No matter how in depth you are into a job/task, it's imperative to break away to give them your immediate and undivided attention as a sign of respect. Having a brochure is certainly nice but it will not sell the job for you. If you're unable to give this person the time it takes to make a sale, giving them a brochure is nice, but I would suggest getting their contact info and following up with them later that day. There needs to be a balance between work and sales.

Dellinger · Jan 26, 2014

To piggyback on what David said, in another way...

Someone notably stated- "You miss 100% of the shots you don't take..." I think this proves true with any potential client. Human interaction cannot be replaced... it is the essence of sales and without it... you risk losing their business due to the lack of effort. (But you already knew that.)

Sure, there is a delicate balance, especially in your case, Will. Your time is calculated precisely regarding the job and/or jobs that you must complete during the work day.

However, being lower volume,I try to give myself some 'breathing' room... if I'm doing a basic wash/ wax that generally takes me 2 hrs... I'll tell the customer to pick it up in 3 hrs, if possible. You never know what is around the corner... either in process or happenstance.

I personally don't have a location that drives 'impulse buying' but I'm sure you do. So I don't necessarily have the 'good' problem of an curious audience... but if I have some spare time after a service... I'm returning calls.

I think the 'caddies of cards' are a good thing... at the very least, the 'tire kickers' (ie- price minded shoppers) usually don't want to talk much... they only want a dollar sign with some numbers attached. If their sentences are longer in nature... you know you can and should devote more time to developing the relationship. Interpersonal communication study helps with this but I'm sure you are keen enough on it.

Keep the investment in the cards for the caddies realistic... I'm sure they will go quick when on site. (And unfortunately, 30 minutes later in the garbage at home or discarded en route never to be read again.)

Another thoughtful topic... keep 'em coming!

-Gabe

bunkeroo26 · Jan 26, 2014

I don't get talked to buy customers when on car lots,

so this wouldn't affect my Hourly work. Just talking about this,

and your responses makes me glad that I charge by job,

so that I can stop and talk with them. If I was charging

hourly, then I would feel worse about stopping.

Great point at how I can save time from tire kickers.

This sort of self regulates, because the person who just wants

a price, can get an approximate idea from the card caddie.

A more inquisitive customer will ask, and I can respond.

David Fermani · Jan 26, 2014

I think as long as you're hourly, you just need to be cognitive of the time spent away from the job at hand and apply it to the final bill. Also, doesn't hurt to let the customer to build more trust.

Time = Money, Customers = Money, How to Juggle Both Successfully

bunkeroo26

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David Fermani

Forza Auto Salon

Dellinger

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bunkeroo26

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David Fermani

Forza Auto Salon

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