What impresses customers the most?

heatgain

heatgain

Neutral & Detached
I realize that different customers are impressed by different aspects of a detailing. When I first started out detailing for dollars (actually, I'm still a beginner) I assumed women would be most impressed by the interior and men by the shine of the paint. In my vast experience of detailing for $$ (6 cars so far), both males and females have been most impressed by the pre v post detailing difference glass-like feel of the paint primarily due to claying.

I understand there are so many variables, ie what kind of cars you're doing (garage queens vs DDs, etc). My customer's vehicles have all been DDs so far, but I have been watching some "cruise-ins", small meets/shows at the local burger places, and thinking of how to approach/market those potential customers. I assume those customers would be impressed by something different than the DD's, but I don't know.

Please share your experiences and observations, and break it down into kinds of cars done, male v female, swirl correction v shine, etc. if it does differ like that.
 
Smooth Paint, streak free glass, clean work (no residue in cracks), clean wheels, and evenly dressed tires seem to always make my exterior jobs look a lot better and catch the owner's eye a lot more.



Thorough vacuuming and dusting screams quality to most customers IMO.
 
the list here can get pretty long but the top 5 things mentioned to me by my customers has to be:



1. cleanliness of paint / shine of paint

2. cleaned / dressed tires/wheels/wells (semi gloss dressing on tires, my customers love it)

3. glass thats streak free and treated with a wax/sealant for beeding of water (see better at night.)

4. clean interior (vacuum, dusted, etc)

5. going the extra mile / step. like polishing rims/tool boxes, treating for tobacco smell, etc.



going the extra step/mile really has helped me out alot, sure shiny paint/clean wheels all are first things they see, but going that extra step and not charging is what my customers also appreciate and keeps them coming back for more :)
 
I always have my customers run a hand over the paint when they drop off the car. I tell them to remember that feeling. Then, when they pick it up, I tell them to do it again and the smile on their faces tell me what I need to know!! I also make sure and have all the before and after pics on my laptop, in order, so they can see the difference.



Sometimes you don't know what a customer is going to notice. On the last SUV I had the was a TON of old dried wax in and around the taillights. Of course, I got it all out and didn't think twice about it cuz....well......that's out jobs right? LOL!! The first thing her gravitated to was the taillights and said, "I was hoping you would be able to get all that old wax out!!" So that, plus the fact that he thought the car looked better than the day he bought it, made for a very happy customer!!
 
I always feel out my customer first. Example lets walk around the patient first, and see what you would like from this detail. When you know what the client wants you know exactly what you must do to please him/her. When you detail for $ time is money. Its not about perfection unless this is a hobby, and you dont mind wasting your time. I detail for dollars, and my wife, son,and bills. When I get the chance to detail on my time with no outside influence its relaxing, enjoyable exiting, fufilling, and post picture worthy. The one thing I can say with confidence is the car cant tell you it does'nt like the detail. you must relate with the client, confide in what you can, and cant do, bring the client to your level. $ is personal, and the car cant talk. Ive done so many cars that I went the extra mile with no thanks. Its not worth your time to give more than the client expects unless your bored.
 
california love said:
I always feel out my customer first. Example lets walk around the patient first, and see what you would like from this detail. When you know what the client wants you know exactly what you must do to please him/her. When you detail for $ time is money. Its not about perfection unless this is a hobby, and you dont mind wasting your time. I detail for dollars, and my wife, son,and bills. When I get the chance to detail on my time with no outside influence its relaxing, enjoyable exiting, fufilling, and post picture worthy. The one thing I can say with confidence is the car cant tell you it does'nt like the detail. you must relate with the client, confide in what you can, and cant do, bring the client to your level. $ is personal, and the car cant talk. Ive done so many cars that I went the extra mile with no thanks. Its not worth your time to give more than the client expects unless your bored.
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I completely disagree with this, if you want to give customers exactly what they pay for then good for you, nothing wrong with that, but I usually throw-in extras for my customers. I did a Prelude today and I quickly detailed the engine, took me a whole five minutes since I just APC'd it, hosed, and dried it. An add on like that makes the customer feel important and special. I know I'm going to get referals from this customer hence making it worth many more times my time.



To top it off, I wasn't bored either. :D
 
GTFreddy said:
I completely disagree with this, if you want to give customers exactly what they pay for then good for you, nothing wrong with that, but I usually throw-in extras for my customers. I did a Prelude today and I quickly detailed the engine, took me a whole five minutes since I just APC'd it, hosed, and dried it. An add on like that makes the customer feel important and special. I know I'm going to get referals from this customer hence making it worth many more times my time.



To top it off, I wasn't bored either. :D
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I agree with you GTFreddy. Even when a customer is paying me for a simple 1 step, if I see a couple of scratches on the car after I wash it that I know won't come out with the 1 step, I'll spot compond them with the rotary before going to the 1 step. It doesn't take a lot of time, and most of the time the customer is thrilled I was able to get those scratches out. I carry wheel paint and clear in my vehicle as well. If I see a wheel scuff that can easily be sanded, painted, and cleared, I'll do that a lot of times as well as an extra...we're talking about 30 minutes max here.



I guess it all depends on who you detail for, but I have been extremely blessed in that I have not yet encountered a customer that wasn't pleased and appreciative of the work put into their vehicle, and the end result. I would say 75% of the time, I am paid (tipped) more than what I actually charge. A great detailer on this site told me when I was starting out my business that you get out what you put into your business. It seems so obvious to hear someone say that, but once you actually experience it, it's very true.



In a lot of markets, car detailers are plentiful. You have to do something to stand out from the herd. In my experience, looking (dressing, grooming, etc...) professional, acting professional, and delivering what you promise (and extra as discussed above) will help you accomplish this.
 
california love said:
And there it is ( TIPPED ). Which equals compensation for your valuable time.
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I think you are missing the point, I don't do extra expecting a tip. I would do what I do anyway. Even when I go back to customer's houses to do work that haven't tipped me in the past, I don't do less than I do for those clients that typically do tip. That's what sets me apart in my area from a lot of the hacks.
 
Giving the customers what they expect is the biggest way to impress them. Sure other can toss in "extras" here and there. Nothing wrong with that at all. But if a customer comes to you and they have a stain or a scratch to get out you say yes and then for whatever reason can't get it out.... Shame on you then. Give a little extra if you want but always always give them what they expect. remember you're a customer too in all sorts of life. Go to a resturant and get bad food you tend not to go back. You expected a juicy steak and got a charcoal brisket instead.... No one wants to shell out upwards of hundreds of dollars to get a dirty scratched up stained up car back. Yea it's vacuummed but is it really what they wanted ;)
 
weekendwarrior said:
I think you are missing the point, I don't do extra expecting a tip. I would do what I do anyway. Even when I go back to customer's houses to do work that haven't tipped me in the past, I don't do less than I do for those clients that typically do tip. That's what sets me apart in my area from a lot of the hacks.
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well said! why do people EXPECT a tip? if you are not charging enough you shouldn't expect the client to recognize that and pay more through a "tip". :doh
 
Since many are focusing on work relatedtips, I am going to offer other advice. I will give you some of the best advice I have ever recieved. A Wharton business school grad once said to me the number one thing to focus on when running a business is to, "Cherish your customers!" No matter what level you are in your business orexperience, by showing that you truly care to make your customers happy you will be successful. I always ask my customers what exactly they look to accomplish and focus all of my energy on tweaking the details they are most concerned with. One customer told me that a detailed car without perfectly polished tailpipes and clean streak-free windows is worthless in his eyes. Everytime I work on his car whether I am washing or detailing, I always spend double the time on those areas and I have gotten atleast 10 ref's from him.

Everyone is different and the sooner you understand that and work with that, the more successful you will be in every aspect of your life. Make a short list of questions that you can ask the customers concerning your services so that you can determine what exactly does it for them.

For gaining a customer base I would suggest a proper presentation. If you are mobile or in a fixed location, you need to show organization. Customers that are particular about their car and who works on them, whether they are clean or messy people, like people to be clean and organized. Furthermore, use your organization as a selling point for your customers... For example, keeping all of your towels folded neatly and seperated for the different use preferences will look professional to your clients and be beneficial for you and your time.

Location, location, location... If your mobile, you have the field advantage because you can cherry pick your locations. For me, when I am looking to grow in an area I put my van in a very visible area along with the car so that all the locals can see me. Another tip I would do is work on the exterior first and apply tire gloss so that the car looks very clean to the people passing by. Don't forget that location is not only for where your working, but where you want to focus your advertising.

I posted a thread about a guy who did door hanger brochures for me and his contact info is on there. You should consider him for cards and any other printing bc he is the best and the most reasonable. If your in need of some quick customers, get some sort of info printed about your company and head to the local gyms... I find that people concerned about their bodies also care about anything else that is going to enhance their image, such as a car detailing or washing service. More importantly, these people often understand the difference of a express car wash detail offers verses a hands on service from someone like yourself. People at the gym typically know that you can't get quality results quick without consequences. Sounds like a better type of client! Although I find that of most people at the gym, it doesn't mean all will be that way, but your chances are pretty good.

Always consider your approach to your clients. Body language partnered with appearance and verbal communication= approach. I always make it a priority to witness the type of person I am dealing with so that I can better relate to them. A person who is shy doesn't want a person jumping around and grabbing their hands to shake it right off the bat. And a chatter box customer does not want somebody who is going to take 5 mins to get your name. The best advice I have ever recieved is to pretend that you are a mirror, and display yourself to that person in a way that compliments them. You have to relate to someone to gain their attention and better communicate with them.

A quote that one of my original customers just gave me for an article in a local magazine for my business was, "Consistant, Clean, and Dependable." I felt honored to have those words leave his mouth, but that means I am doing what I should be.

Before I write a novel I will end on this, never stop learning. We are all here to gather information that will help us improve our businesses and or personal knowledge. Knowledge is power! I wish you luck and feel free to ask any further questions, and that goes for anyone reading this post!
 
With this, as in any service business, professionalism is a must. This includes being properly licensed and insured. It also includes conducting yourself in a professional manner, which obviously is subjective. Things like wearing a shirt with your companies logo on it, instead of any old t-shirt goes a long way. As for detailing itself, most people simply want value. Most if not all my customers are not expecting perfection. What they do expect is excellent service and a quality work. In addition, convenience is very important. Things like mobile service and/or free pick-up and delivery are very valuable to busy people. As for doing extra services, I feel like my services are priced very fairly and my customer's are already getting an excellent value. I am busy, and do not have time to spend too much extra time on something the customer is not paying for. I will, however, do some extras if it is there is not much time involved. Oh yeah, a couple very simple things I do that impress customers, is send thank you notes and leave mints with my business name in the car after a service.
 
Oh yeah, a couple very simple things I do that impress customers, is send thank you notes and leave mints with my business name in the car after a service.
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I own a small body shop and sometimes i'll leave gift cards from Cold Stone, Jamba Juice or Starbucks.
 
Flashtime said:
I own a small body shop and sometimes i'll leave gift cards from Cold Stone, Jamba Juice or Starbucks.
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Good one! Birthday cake remix is going to be the death of me at coldstone!!!
 
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