Best Questions to ask Clients?

S

ScoobyDrew06

New member
This was brought up in another thread, where I asked what should I charge for just an interior detail. I am not a professional detailer, well, i'm an autopia member, so i'm getting there. I'm starting off doing friends and family's cars, and the word is spreading. But i'm just small time working out of my garage on the weekend. If this picks up enough I will cut down hours on my fulltime job to do more cars.



So anyways, When I asked what I should charge, the topic of being able to "read" the client came up, to know what they are looking for, and what they expect. Many people also mentioned that I need to be asking my clients a bunch of questions to know exactly what they want with their car. Then someone mentioned that there should be a thread about what kind of questions should be asked before a price is given, and so on.....so here is that thread. Share your knowledge and experience with a rookie.
 
First thing: Never give a firm price sight unseen. I give people a price range and let them know the criteria that will push the price towards the upper end of the estimate.



1. Year and color

2. When was it last waxed? Detailed? By whom?

3. Any areas of concern?

4. What are your expections?
 
Some other “qualifying� questions.



do you use your car to transport kids and pets?

do you garage your car?

how often is it washed?



The “qualifying� questions are the building blocks to help us determine the coarse of the sales process.



These are the questions that most effect the client and this is your key, any areas of concern, what are your expectations?



The client says, I want my car to shine or I want my interior cleaned and smelling like new. Now it’s time to explain in detail how you will solve this. After you are done explaining the benefits say, does that meet you expectations and concerns?
 
Scottwax said:
First thing: Never give a firm price sight unseen. I give people a price range and let them know the criteria that will push the price towards the upper end of the estimate.



1. Year and color

2. When was it last waxed? Detailed? By whom?

3. Any areas of concern?

4. What are your expections?
Click to expand...



that's what I ask.



I just got a call this morning about a 97 saturn that got hit with spray paint...dunno if I want that one.
 
Another question to ask is "has the car been repainted?... and if the answer is yes, what panels were resprayed and how long ago?
 
I agree with all the above and if they still "hum and haw" i ask them what they expect to pay. This gives a degree of customer.
 
Let me add, never give a customer the price first or up front. Generally we charge higher then most and we get it. In the sales process we try to build value to our customers. Some questions to ask when price becomes and issue? We never discount our services and fall for the price war trap. This kills all of us in the detailing Ind.



If it’s the price that’s bothering you then what part of our service would you like to eliminate to lower the price ?



Why do think Joe Blow Detailing is charging a lot less ? Could it be they are not utilizing the best equipment, car care products, De-ionized Water, professional training in the detailing industry. Is all that not worth $50?
 
DI or soft water is more of a benefit to you then the customer but it’s make for a good Buzz word. Look up deionized water on the search.
 
doged said:
Why do think Joe Blow Detailing is charging a lot less ? Could it be they are not utilizing the best equipment, car care products, De-ionized Water, professional training in the detailing industry. Is all that not worth $50?
Click to expand...



You forgot the part about how they skip over a lot of steps those of us who provide quality service actually do. You know, like actually clean the vinyl before covering it with that oily junk they use. ;)



I am continually amazed by otherwise intelligent people who are willing to put up with substandard work to save a few bucks.
 
Scottwax said:
You forgot the part about how they skip over a lot of steps those of us who provide quality service actually do. You know, like actually clean the vinyl before covering it with that oily junk they use. ;)



I am continually amazed by otherwise intelligent people who are willing to put up with substandard work to save a few bucks.
Click to expand...



You are absolutely correct, however we try not to explain what they do wrong, but what we do right. It’s difficult to explain the differences in services over the phone to a new client. Now if your standing with the client and vehicle visually explaining the differences in service, that’s another story. Maybe a statement like, those who compete “against� us tend to cut corners and provide a CHEAPER service. Our pride in are work will not allow cutting corners as our very large, happy, clientele list will attest to. Now what about I add you to that list?
 
Scottwax said:
You forgot the part about how they skip over a lot of steps those of us who provide quality service actually do. You know, like actually clean the vinyl before covering it with that oily junk they use. ;)
Click to expand...

haha like them cleaner/cond. all in one!!
 
The very first question I ask is; How did you find out about my detailing business?



The reason I ask this question is because I want to know where my prospective clients are coming from. Are they referrals from current customers? Did they see my website?



In order to grow your detailing business, it's very important to know how new clients discover your business.
 
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