This is a great subject! Most business owners don't understand what good customer service means and how important it is. It sounds like this person was dealing with some other issues in their life and you caught them at a bad time. And, like you said, you may have hit them with a little too much at one time with the price increase AND the appointment rescheduling. It turned out, you kept the appointment anyway-it might have been better to back off immediately when you felt the customer start to push back. This problem could have been completely resolved on the phone so there would have been no need to even mention it when you showed up at the job. First rule of excellent customer service: Never argue with your customer. Ever. There was no miscommunication. You wanted to move the appointment and this customer didn't want it moved. As you know, repeat accounts are gold. You know the vehicle and its condition because you maintain it. You know exactly how long you need to service it. One repeat account is worth three off-the-street customers, regardless of the package they're buying. Protect your repeat accounts like your business depends on it. Because it does. I've watched a few of your videos. Great content. Good subjects. Very helpful. Keep it coming.
Hey thanks for dropping in on the comments I appreciate the support on the channel ! 👊🏽 also thanks for the tips On customer support a lot of people still don’t have the best customer service but we are trying to get it perfect. He’s still a good client of mine and I still see him to this day thank you 🙏🏽
Guy thinks he above everyone else. your car aint gonna die if you miss a week....I woulda been like no problem, see you next week/2 weeks whatever the deal was. I HATE these people that can read "emotions" through texts, bro theyre just words, your mind adds all that shit.
Good topic. Here’s what I’ve learned from real world business a bit. Anything over a 15% increase in price can often times startle a customer and question whether they find value in a product or service. The entirety of a business is to solve a problem and bring value. Value being a key word, not to be confused with cheap. In your case, you are a detailer. So your value is you clean their car because they don’t know how(solving a problem) or don’t want to(value in time and effort). A big corporation will typically increase pricing 5-10% and repeat that cycle annually or even semiannually due to inflation and still making capital gains on top. So where am I going with all of this? It’s about the value and the trajectory of the business. Every customer will know about inflation because they will always need goods and services but not every customer will find value in it over time if the price causes too much of an emotion reaction to price increases. This has been studied. The best way to offset that is to bring more value that costs you little to no money. Yes, you will work a tiny bit harder but now they will feel like trade is fair even if you’ve gained more profit. It could be as simple as bringing their tires up to correct pressure or starting a rewards system with them. Back to the trajectory of the business. Yes you can keep increasing pricing 20% and above and still have customers but it will be hard to keep them for the long run. If they start at $50 and end at $75-$100 they will usually remember it being $50 in the beginning and tells themselves “the price has gone up 50% or even doubled this isn’t worth it anymore” and this is why big corporations stay in the 5-10% range depending on the industry because it has less of an emotional impact on the consumer so they can cycle that year after year and still keep them. These companies understand the psychology of emotional responses in purchasing decisions and how extract the most from a customer whether it be short term or long term. I bring all of this up because I think in the detailing business we should learn the business side of it just as much as the detailing side and in detailing I believe long term customers are the goal and in your case, my suggestion would be to raise prices less aggressively if you don’t plan on adding more value and add value if you do plan on being aggressively increasing prices. Hope you find this useful.
Once a person has booked an appointment, its total shit to raise the price on them. They contracted with you forca service at a given price. Just let them know in the future, x service will now be x because of updated 2024 pricing.
Keep up the great work as always my friend I always watch you videos,my advice is always try to settle things in person or at least by a phone call if your not available to see it in person at that moment because clients or most of the people always take text messages differently than others and is more professional to fix problems in person in my personal opinion or miss communication than do it by text messages.saludos carnal desde TJ
I no longer do maintenance clients. Why? They take up valuable time with more expensive details and often ask for more. Lastly, make everything an add-on. The only client I jump for is a business.
Hey thanks for dropping in Hmmm that interesting I’m buddy had the same opinion as well The only solution he came up with maintenance clients is to raise prices
@@m3finish makes perfect sense to raise prices. recently, I lean clients towards every 3-4 months at $200-$300 details. That way I keep them as clients still. But who knows if I break even with ad spend versus relying on maintenance clients. No right or wrong way but always interesting to hear what others are doing since most of us work solo.
I say to them...if you can reschedule the detail because you have a dentist aptmnt then i can reschedule because I have a dentist aptmnt. 😅 👍 sh1t happens. if you can't agree on a new time and date... you're fired I don't want to detail your car or deal with your bs. be upfront honest and communicate clearly and you'll be fine. at this point I don't take anyone's crap... and I only accept jobs from clients who care about their car. if the vehicle is trashed I charge a lot..if it's new or well cared for then it's very cheap. I quit on a client who ate every meal in their car had kids and dogs eat and drink and poo and vomit in the car every detail. .. then they complained about the paint being swirled from them going through tunnel washes all the time which I told them not to I polished the car then they do it again n said I swirled their car 😅 I laughed and told them they could find another detailer! pathetic disgusting people.. I had it with them! I get pics n videos of I interior n exterior or go over car with them before I give price or even agree to doing the job many times I'll drive 20 min just to say .No, sorry your car is in terrible shape and will cost quite a lot to bring back to life. if you're ok with spending this much it will take multiple washes over the next month or 2 to get it right. their reply.. oh my other detailer charges me 40$ me.. that's why your car looks like this 😅 n where's your other detailer? sorry I can't do 40 but I can do a basic clean for 80$ ..I see toilets cleaner than your car just washing it won't do squat. probably need to wetland with 3000 grit then compound them polish..or just buy new car or have it repainted. not worth my time or effort
Hey thanks for dropping in Most of the time it’s like that a lot of people treat you a certain way expecting to break you back and detail the car when they can we paying for a wash. I always ask for pictures before giving a quote to see the condition. And ask when is the last time they had it detail. Gives me an idea what to charge them. Save alot of time and headaches ! Also I ask if they have any pet hair ,sand,dog hair or heavy staining. Thank you again I appreciate you 🙏🏽
This is a great subject! Most business owners don't understand what good customer service means and how important it is.
It sounds like this person was dealing with some other issues in their life and you caught them at a bad time. And, like you said, you may have hit them with a little too much at one time with the price increase AND the appointment rescheduling. It turned out, you kept the appointment anyway-it might have been better to back off immediately when you felt the customer start to push back. This problem could have been completely resolved on the phone so there would have been no need to even mention it when you showed up at the job.
First rule of excellent customer service: Never argue with your customer. Ever. There was no miscommunication. You wanted to move the appointment and this customer didn't want it moved.
As you know, repeat accounts are gold. You know the vehicle and its condition because you maintain it. You know exactly how long you need to service it. One repeat account is worth three off-the-street customers, regardless of the package they're buying. Protect your repeat accounts like your business depends on it. Because it does.
I've watched a few of your videos. Great content. Good subjects. Very helpful. Keep it coming.
Hey thanks for dropping in on the comments I appreciate the support on the channel ! 👊🏽 also thanks for the tips
On customer support a lot of people still don’t have the best customer service but we are trying to get it perfect. He’s still a good client of mine and I still see him to this day thank you 🙏🏽
Guy thinks he above everyone else. your car aint gonna die if you miss a week....I woulda been like no problem, see you next week/2 weeks whatever the deal was. I HATE these people that can read "emotions" through texts, bro theyre just words, your mind adds all that shit.
I agree It can be a little overwhelming when people react like that. We just have to deal with the punches 😅 thanks for dropping in I appreciate it 👊🏽
Good topic. Here’s what I’ve learned from real world business a bit. Anything over a 15% increase in price can often times startle a customer and question whether they find value in a product or service. The entirety of a business is to solve a problem and bring value. Value being a key word, not to be confused with cheap. In your case, you are a detailer. So your value is you clean their car because they don’t know how(solving a problem) or don’t want to(value in time and effort). A big corporation will typically increase pricing 5-10% and repeat that cycle annually or even semiannually due to inflation and still making capital gains on top. So where am I going with all of this? It’s about the value and the trajectory of the business. Every customer will know about inflation because they will always need goods and services but not every customer will find value in it over time if the price causes too much of an emotion reaction to price increases. This has been studied. The best way to offset that is to bring more value that costs you little to no money. Yes, you will work a tiny bit harder but now they will feel like trade is fair even if you’ve gained more profit. It could be as simple as bringing their tires up to correct pressure or starting a rewards system with them. Back to the trajectory of the business. Yes you can keep increasing pricing 20% and above and still have customers but it will be hard to keep them for the long run. If they start at $50 and end at $75-$100 they will usually remember it being $50 in the beginning and tells themselves “the price has gone up 50% or even doubled this isn’t worth it anymore” and this is why big corporations stay in the 5-10% range depending on the industry because it has less of an emotional impact on the consumer so they can cycle that year after year and still keep them. These companies understand the psychology of emotional responses in purchasing decisions and how extract the most from a customer whether it be short term or long term. I bring all of this up because I think in the detailing business we should learn the business side of it just as much as the detailing side and in detailing I believe long term customers are the goal and in your case, my suggestion would be to raise prices less aggressively if you don’t plan on adding more value and add value if you do plan on being aggressively increasing prices. Hope you find this useful.
Wow thanks for this amazing information I’m going to take it into consideration a lot of knowledge here Thanks for the comment 🙏🏽
I’m taking notes
Communication is key.
Facts bro 👊🏽
Once a person has booked an appointment, its total shit to raise the price on them. They contracted with you forca service at a given price. Just let them know in the future, x service will now be x because of updated 2024 pricing.
Fair to say thanks for the feedback I appreciate it 🙏🏽
Keep up the great work as always my friend I always watch you videos,my advice is always try to settle things in person or at least by a phone call if your not available to see it in person at that moment because clients or most of the people always take text messages differently than others and is more professional to fix problems in person in my personal opinion or miss communication than do it by text messages.saludos carnal desde TJ
I 100% agree with you i appreciate you dropping in on the comments thank you 🙏🏽
Nice work on handling the client
Keep up the good work 👍
Thanks you I appreciate it 🙏🏽
I think texting can easily come off as miscommunication. A phone call or face to face can usually clear up. 👍🏼
Yes 1000% percent I can agree so there is no misunderstanding thanks for dropping in on the comments 🙏🏽
I no longer do maintenance clients. Why? They take up valuable time with more expensive details and often ask for more.
Lastly, make everything an add-on.
The only client I jump for is a business.
Hey thanks for dropping in
Hmmm that interesting
I’m buddy had the same opinion as well
The only solution he came up with maintenance clients is to raise prices
@@m3finish makes perfect sense to raise prices. recently, I lean clients towards every 3-4 months at $200-$300 details. That way I keep them as clients still. But who knows if I break even with ad spend versus relying on maintenance clients. No right or wrong way but always interesting to hear what others are doing since most of us work solo.
Come workout 💪 with me ! Proud of man ! Those walmart days were no joke
Yeah hmu I’m always down
I know we were grinding 😮💨
I say to them...if you can reschedule the detail because you have a dentist aptmnt then i can reschedule because I have a dentist aptmnt. 😅 👍 sh1t happens. if you can't agree on a new time and date... you're fired I don't want to detail your car or deal with your bs. be upfront honest and communicate clearly and you'll be fine. at this point I don't take anyone's crap... and I only accept jobs from clients who care about their car. if the vehicle is trashed I charge a lot..if it's new or well cared for then it's very cheap. I quit on a client who ate every meal in their car had kids and dogs eat and drink and poo and vomit in the car every detail. .. then they complained about the paint being swirled from them going through tunnel washes all the time which I told them not to I polished the car then they do it again n said I swirled their car 😅 I laughed and told them they could find another detailer! pathetic disgusting people.. I had it with them! I get pics n videos of I interior n exterior or go over car with them before I give price or even agree to doing the job
many times I'll drive 20 min just to say .No, sorry your car is in terrible shape and will cost quite a lot to bring back to life. if you're ok with spending this much it will take multiple washes over the next month or 2 to get it right.
their reply.. oh my other detailer charges me 40$
me.. that's why your car looks like this 😅 n where's your other detailer? sorry I can't do 40 but I can do a basic clean for 80$ ..I see toilets cleaner than your car just washing it won't do squat. probably need to wetland with 3000 grit then compound them polish..or just buy new car or have it repainted. not worth my time or effort
Hey thanks for dropping in
Most of the time it’s like that a lot of people treat you a certain way expecting to break you back and detail the car when they can we paying for a wash. I always ask for pictures before giving a quote to see the condition. And ask when is the last time they had it detail. Gives me an idea what to charge them. Save alot of time and headaches ! Also I ask if they have any pet hair ,sand,dog hair or heavy staining. Thank you again I appreciate you 🙏🏽
🙌🏻
Thank you brother 👊🏽