What do consumers want?

I

imported_Automania1

New member
I can never understand why consumers feel the need to instruct/direct a service on on "how to resolve a problem" One would think you would state the problem and then ask what can be done. Imagine spending days explaining what should be done and why and they still insist on what they want...



you cannot wax a scratch out of a car.

You cannot touch up chips and make them look like the original paint before the chip...

you cannot shampoo a gallon of milk, or wet vacuum a flooded car.

you cannot shampoo a seat that has been flooded with incontinence.

You cannot shampoo a vehicle to get rid of the odor.. you need to find the source, treat the problem and then shampoo.



mind boggling.
 
Automania said:
I can never understand why consumers feel the need to instruct/direct a service on on "how to resolve a problem" One would think you would state the problem and then ask what can be done..
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Heh heh, that's because you know what you're doing ;)



I have to tell all sorts of "professionals" (in all kinds of fields) how to do their jobs...usually right up to the point where I decide I'll just have to do it myself :rolleyes:



But I do understand where you're coming from, many people think that just because they know *their* field of expertise, that makes 'em experts on everything.
 
Amazingly I don't get a whole lot of that. Mostly people just ask me questions if they have a certain concern. Maybe they just assume that I know how to fix the problems? Not really sure what causes people to questions professionals (beyond reason of course), but as long as they listen to my explanations, I don't really mind.
 
Even worse they ask questions and then answer their own questions... a conversation would go like this... I would like to shampoo my carpet...well I am not sure I need to do them now... maybe... next week... ok...can you do it now?. I have not even responded to anything this is how people just keep talking to themselves.
 
If I get a customer that feels they know what the best solution is I usually say something like, "we can try it that way if you like, but my recommendation would be this..." and then let them decide. The funny thing is that these customers are usually trying to find the cheapest way to do something and in the end they end up paying more because the job has to be done twice.
 
I have 1 client that totally mis-speaks when he refers to paint correction. He just says "the car look like crap, give it a good wax job". :angry
 
David Fermani said:
I have 1 client that totally mis-speaks when he refers to paint correction. He just says "the car look like crap, give it a good wax job". :angry
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Yeah I get "Hey if you can just "wheel" my car, or let me borrow yours, I'll be good". Doesn't happen much, but cracks me up every time. Then I get "I need my under carriage flushed". I say ok, but what about your paint, looks like it could use attention. They say, "Oh no, it's fine, it has a clear coat on it." Liked their car is special because it has that "clear coat" on it.

It does give me a chance to educate; all in a days work I guess.
 
I love the ones that point at a scratch that is into the metal and say "I'm sure that will polish right out".
 
Scottwax said:
I love the ones that point at a scratch that is into the metal and say "I'm sure that will polish right out".
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I believe you, that people do say stuff like that, but I can't help but wonder if they're, uhm...intellectually challenged or something :think: I mean...I grew up around people with zero interest in detailing who knew better than that.
 
I can see 1 of 2 possibilities on why this happens.



1) You are surrounded by people who are lacking in knowledge in general, or



2) you don't give them the impression that you are 100% certifiably knowledgeable on the subject.



I'd say #1 is the most likely answer in your case.



Personally, I have never had anyone try to tell me what to do. The most I've seen is people who take a look at my website and choose a service based on what they see in the description to which I always respond that I would like to see the car for a proper estimate on what the car needs, at which point we will choose together what is best suiting for them. I've had many people who are car enthusiasts that know a bit about detailing and would do the work themselves if they had the equipment and time, but they still never tried to tell me what to do as if they thought they knew better.



In any profession, one must be able to non-verbally, as well as verbally, let the client know that you are the utmost professional who knows exactly what needs to be done and how to do it. This build value in the eyes of the clients as well as trust. this must be done in a non-condescending way, which takes some time to figure out if it doesn't come naturally to you (which is my case. Took me a long time before I could speak without sounding like a douche. lol)
 
Yes, I do believe people ask such questions and answer themselves. Since the car is their's they treat her with the way they feel right and try to direct you on what to do and what not without knowing what is actually right for her. We can't stop them from saying such stuff. All you can do is recommend whatever you feel is right and the rest depends on the owner.
 
JoeyV said:
I can see 1 of 2 possibilities on why this happens.



1) You are surrounded by people who are lacking in knowledge in general, or



2) you don't give them the impression that you are 100% certifiably knowledgeable on the subject.



I'd say #1 is the most likely answer in your case.



Personally, I have never had anyone try to tell me what to do. The most I've seen is people who take a look at my website and choose a service based on what they see in the description to which I always respond that I would like to see the car for a proper estimate on what the car needs, at which point we will choose together what is best suiting for them. I've had many people who are car enthusiasts that know a bit about detailing and would do the work themselves if they had the equipment and time, but they still never tried to tell me what to do as if they thought they knew better.



In any profession, one must be able to non-verbally, as well as verbally, let the client know that you are the utmost professional who knows exactly what needs to be done and how to do it. This build value in the eyes of the clients as well as trust. this must be done in a non-condescending way, which takes some time to figure out if it doesn't come naturally to you (which is my case. Took me a long time before I could speak without sounding like a douche. lol)
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I always try never to draw conclusions without having a full picture on any subject...



People's customs and habits vary from region to region... In some regions of the country people are extremely arrogant and love to tell and direct everyone what to do and find it difficult when people do not/will not oblige them.. There are people whose beliefs are set in stone... no matter how much you were to educate them they will for example believe waxing will remove scratches... and in fact will never apply any other product but a wax.. some take it a step further they want a HARD WAX..



I believe (modestly) that I am quite experienced in the subject of detailing and and many sub-specialties that fall under detailing in fact my walls have more certifications than I have wall space and my website goes into inordinate detail about what we do and how we do it.. and people still want to tell us what to do...



The fact is many people say I do not want a good job because they are hoping if they minimize the work they will pay less... they are hoping if they direct the scope of work, or the manner in which the work is done they will pay less.
 
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