What would you do?

Superior Shine

Superior Shine

New member
I am very loyal to the brand of products that I use. I have been using them for years (over 20 now) and get super results with them.



That being said a person called me up to make an appointment to apply a product to their vehicle. It wasn't the product I use.



I know how to use and what to expect from what I use.



I know nothing of the other stuff.



What would you do?
 
You'll lose business if you aren't willing to provide the service the customer is requesting.



What product?
 
Everything went down today. I am going to wait until I get a few replies before I tell you guys what I did.



I was asked to apply zano on a new black t-bird.
 
It would probably depend on what kinda of product is was. If it was some sort of LSP, I probably wouldn't mind. A different and unfamiliar polish, now that might be a different story.



I think you could have a valid argument against using unfamiliar products b/c, in the end, you are liable for the results. Although, as I have learned, different products produce different results, so someone might want a certain look, and as a professional, they might expect you to know how to do most everything in your profession; providing the services they want.



But, I'm no professional so my opinion doesn't really count.



JJ
 
Gotta go with JJ on this one - if it's a LSP, I don't think I'd have a problem with it. I'm no professional, but I'm always increasing my arsenal when I find something that works or is highly recommended. If it were something like Zaino, for which there is SO much information and discussion available, I think I'd go ahead and try it out.



For example, I've never used #26, but people rave about it (aside from taking it off). I think I wouldn't have a problem using it if a client requested it... I'd just read up on it here first and let them know there'd be an extra charge :)



I'm curious as to how it went down.
 
I've had that Zaino request in the past. In the end, I switched them to a process with which I am much more familiar.



I rather boldly state that I think my choice is the "best available in the world", and that if I thought there was something better, I'd be using it.



It helps that my 13 year old Black Miata is close at hand to 'show off'.



In my corner of the world, they come to us because they percieve us as the 'experts'...



Everybody's happy so far! :)



Joe, do what you think is best, and odds are it will be!



Jim
 
At first I refused to do it. We had a cancelation in the area and the client was persistant so I gave in and stopped by.



It was requested that we wash the vehicle with dawn (uuhgh!!) so we did. What we found under the dirt was water spots and fall out. We were given zaino clay to use, and we did.



I didn't like what we were doing but it was a chance to give the ALL GREAT ZAINO a try and see for myself the results.



So now we have a finish (black brand new t-bird) that needed to be buffed and polished.--"SO NOW WHAT??"



I explained to the client what condition her finish was in and about the additinal charge to do it the way I knew howto do it.





Well long story short we packed up and left without finishing the car. I learned a valuable lesson. I am the pro. I have detailed for over 20 years, attended many classes, done show cars, magzines cars etc.... if a client dosn't value the way we do things than it is best that they find another detailer.
 
Superior Shine said:
So now we have a finish (black brand new t-bird) that needed to be buffed and polished.--"SO NOW WHAT??"



I explained to the client what condition her finish was in and about the additinal charge to do it the way I knew howto do it.
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Because no matter what you use on top the truth is in the prep!
 
My take on this is , the products I use I know what the results are going to be using them . I wouldn't do the job but I would explain why first . What I might say is , I'm not familiar with this product line , would you like me to learn on your car ? :D



I liken it to visiting the doctor , I wouldn't go in with my own drugs and say doc here ya go treat me . However I have brought my own parts my mechinic to install in my vehicle but I'm not going to tell him how to do the job .







:buffing:
 
Dip the buffing pad in a lil sand and say "hey, see what happens when you don't listen to the pro? ;)".



I usually will do anything a customer asks, but I make it very clear to them why I use what I use, and if they want a diffirent product, that I can't guarantee the results but will do my best.

Sometimes, I offer to show them two diffirent LSPs on a trunk/hood/etc, let them pick their favorite double blind, and then IPA the hood/etc and do the whole car with their LSP of choice. This is only for customers with multiple cars, or who I want to prove wrong :).
 
I still have some Zaino left and would use it on a customer's car if they requested it but I won't do a Dawn wash. I can use AIO as a base so Zaino bonds correctly. The first time I used Zaino though, I used it on my brother's van, not a customer's car. Since I wasn't totally familiar with the system and bonding issues, I felt is was best to use on a family member's vehicle so if I did have any bonding issues using AIO instead of a Dawn wash, it would be at the expense of a paying customer.



In your case though, if I hadn't had any experience with Zaino, I don't know that I would have taken the job. However, if I had taken the job and seen the condition of the paint and known (as you did) that paint correction was needed before applying Zaino, I would have left as well if the customer didn't agree to it. Maybe she would have been happy with Zaino over unprepped paint but you sure wouldn't want her showing it to her friends and saying you made it look like that. ;)
 
We are in a service business. Unless you can afford to turn down the job I would research the Zaino line, learn how to use it and fulfill your client's needs.



If you do not need the job...then just turn it down. From my perspective...as a sole owner/operator it makes sense to try the stuff. You, however, have a much bigger operation than I and it may not be worth the time or money investment.
 
1 Clean WS6 said:
We are in a service business. Unless you can afford to turn down the job I would research the Zaino line, learn how to use it and fulfill your client's needs.
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True but would you use NuFinish or a product with Teflon if your customer asked? Not saying Zaino is a bottom feeder product (because it isn't) but there is a point at which you'd have to say "no' simply because you know the product is not a good performer.



I've only had one customer ask me to use something else on his car and it was Meguiars (I was using Wax Shop stuff at the time) because Super Glaze just wasn't very durable. I ended up using #26 as my primary wax for the next 8 years!



I'm always trying new stuff though so I can offer my customers the best products available.
 
So your issue wasn't so much in using a new LSP or products as it was with the client refusing the necessary prep work... I can understand that.



As an aside, how did you find the Zaino clay?
 
Superior Shine said:
.... a person called me up to make an appointment to apply a product to their vehicle. It wasn't the product I use.



I know how to use and what to expect from what I use.



I know nothing of the other stuff.



What would you do?
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I would not be willing to use their product. I would explain to the person more about the products I use and if they did not want to go with the products I normally use, then I would just walk away.
 
Personally, i'll use anything my customers want. I've had a few jobs where they've requested things I didn't have and we split the cost of the product in order for me to purchase it.
 
I find keeping myself cultured with the newest products allows my clients a lot of flexibility in choices. I have never been asked to use a product I haven't had my hands on. I've tried pretty much everything in consumer to enthusiast to pro. Yes, I agree, use something that works well for you, but if you fail to innovate your products, its simple business that you could possibly lose some clients due to it.



For the record, I have had a few jobs that requested Zaino as the topper. Luckily these customers knew the importance of prep, so I clayed, polished with Menzerna, then Zaino'd...A world of difference.
 
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