Rude customer? or just me?

I

imported_turbomangt

New member
Yesterday I got a call while from a woman asking me if I did hand washes. (To be honest, I don't) But I had some time that day so I asked what kind of car, she said it was a mini van. I knew the Turtle wax down the street charges $25 for a normal size car, so I quoted her $35. Her response was rude. She went on saying" are you crazy, for a hand wash? $35? you must be kidding, before I could get a word in she hungup. Was I out of line? I never like to see a customer upset, but I thought that price was fair. Gary
 
Gary, your price was fair and even low.



Was she rude? Yeah, but she drives a minivan...



Now, reflect on why you don't do hand washes... and keep moving forward.



Jim
 
That's an interesting situation. I guess that's something we all need to learn. Some folks are bottom line shoppers. There is nothing wrong with that. Granted her response doesn't make you happy.



When people ask my about prices and cringe, I know my services aren't for them and recommend a nice auto car wash down the street.



You'll always find someone who can do it cheaper but probably not better. Be better! Are you really trying to compete with that kind of business model (the el cheapo car wash)? Probably not.



I tried the wash only but I wasn't satisfied with my finished product for the price. I will offer as time allows or for regulars.
 
I'd say your price was low and you definately weren't out of line.



Unfortunately a lot of people look for the absolute cheapest and in cases with minivans (heavy traffic) they think "It will be a bunch better", which it will and a car wash is usually sufficient.



I know you couldn't get a word in, but maybe next time, explain the benefits of your services before quoting a price.
 
You are better off this way. People only concerned about price do not make good customers and they certainly are not loyal.
 
A boss at work gets his fairly new BMW 5-series washed by a guy for $25. I spoke with the guy the other day and just casually asked what he'd charge for a detail for that car. He laughed and told me that a car that new won't need to be detailed for another year or two!?!? I showed the boss my car after I detailed it and he was impressed, but just could NOT understand what the difference really would be between that and his $25 wash. I just walked away.
 
zzyyzx said:
A boss at work gets his fairly new BMW 5-series washed by a guy for $25. I spoke with the guy the other day and just casually asked what he'd charge for a detail for that car. He laughed and told me that a car that new won't need to be detailed for another year or two!?!? I showed the boss my car after I detailed it and he was impressed, but just could NOT understand what the difference really would be between that and his $25 wash. I just walked away.
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For the record, I detailed my new Grand Marquis 30 days after I bought it. Although the car looked good from day 1, it looked even better after I detailed it! Your boss just isn't aware of the benefits of detailing a fine car!:hm



Charles
 
Exactly! When we finally got my wife's new car earlier this year, the day after I brought it home I detailed it up. All the road dust from the trip from plant to dealership and any time it may have sat on the lot. Some people care about quality and others strictly care about cost. In my opinion, the ones that care about quality are going to be your repeat customers and tell their friends.
 
if they care about costs, then they are not taking proper care of the 2nd largest investment that they'll ever make (besides a house). customers like that wont understand, and its better that way. i mean i have people who want a exterior wash, wax, and the interior detailed for $35 bucks... are you kidding me? and its a 4.0 jag s-type! then i have a guy who is willing to pay 100 for a detail on his car, AND gives me a 100 tip. obviously they take pride in their car, and want it to look its absolute best, while being protected. when someone bs's about a price i quote them, i just walk alway smiling...
 
Let me qualify my reply with that I am a nonprofessional weekend warrior and consumer. I learn a lot by reading the pro forum, thanks to everyone.



The only thing I would do differently is when someone asks for what would be a small service like that is clarify first that you provide quality over price, then state the dollar figure. Tell the customer what they get for the money. A little salesmanship helps. You also don't want to talk their ear off and annoy them. Just a consumers point of view.



Also, remember everyone has a bad day. That could have been hers.
 
turbomangt said:
Yesterday I got a call while from a woman asking me if I did hand washes. (To be honest, I don't) But I had some time that day so I asked what kind of car, she said it was a mini van. I knew the Turtle wax down the street charges $25 for a normal size car, so I quoted her $35. Her response was rude. She went on saying" are you crazy, for a hand wash? $35? you must be kidding, before I could get a word in she hungup. Was I out of line? I never like to see a customer upset, but I thought that price was fair. Gary
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Gary we get that and worse all the time. It's just part of doing business - dealing with stupid people. I remember a woman walking into my shop and asking how much for an interior shampoo? I asked her what kind of car (audi a4) and told her the price started at $89.95 depending on the condition of the car and she looked at me like I was a complete A-hole, gave me a military salute and turned and walked out the door shaking her head without saying another word to me. It took all my inner strength to not chase her down and bash her in the head with a shovel! However, I know that she was a moron and didn't know any better so I just laugh it off. I suggest you do the same and have a good laugh at their expense - knowing you are smarter than they will ever be.
 
When rude customers say something like that, the price jumps in 10 dollar increments..... That REALLY makes them happy! Seriously , shower the idiots with kindness, and stick to your prices.
 
That's why I just deal with people that appreciate a great looking car. I only do extreme classic car enthusiast, and friends or family. They care and know what there getting into. I don't do it for a living. I do it for the love of it.

Same thing happened to me last summer. I was at a local weekly car show and a guy was looking at one of my customers car ('66 Chevelle) and asked him what he used on it and he pointed to me. He sound really enthuised. I walked over to his car and it needed help. It was a dark blue Camaro, can't remember what year. It had everything you could imagine, but I could get it the way he wanted it. I told him it would take 3 days and $270. That's 9 applications with $10 off an application and free interior, because he showed his car. He thought that was a joke and would not pay more than $100 and I told him what I could do worth that much. He said I want it like the Chevelle. I just said sorry guy I'm in business.

I feel bad for you. They act like your time isn't worth anything. That pisses me off. Now I just come out and say the price and then tell them why. Now I've been really lucky. My first two classic car customers, now good friends, have helped me extremely. I have 9 classic/exotic cars I do full detail twice a year and do car show preps on. I get some odd to end jobs every other week but that's enough. I have nerve damage in my back so one car a week and a full time jobs enough for me

Oh, I hate minivans. You would never ever see me in one of those.

Keep your head up. You know what your times worth.

Merry Christmas
 
even if she did take the detail for that steal of a price. you know when you got there there would be 2 years of road grime on the van, bird bombs, swirls, scratches, dents, crayon drawings... whatever. and once you spent an extra hr on a wash to get it to acceptable standards, she still would not be happy because you did not get off the etched paint and scratches/dents
 
It's unfortunate that people have become accustomed to what I call "the Walmart mentality" where getting the cheapest price is the only thing that is important. What's worse is there are gobs of "detailers" out there that are more than willing to play right into their hands. A very wise man once told me:



"People know the price of everything these days. However, they also don't know the value of anything".



Words to live by.
 
I think the woman was rude. She asked what YOUR price was and you told her. If she doesn't like it she can go somewhere else or do it her self. What people need to understand they are paying for a service. Its not just like buying a drill. If you buy brand X you can price shop but when you getting service you have to look at the quality of the work as well as the price. The best price in the world means nothing if the work is below par. That why I want to set my pricing in line with the other shops so there isn't a price war. People focus on the price a little to much.



James
 
What was the woman thinking? Surely she had to know that a hand wash by a professional detailer would be more expensive than a car wash. I mean, even a total novice would realize that. Everything done by hand is more expensive.



And you weren't that much more expensive! Anyone who can afford a $25 wash at a car wash can afford a $35 hand wash. They might not want to incur the extra cost on a regular basis if they are on a budget and/or do not care about quality that much, but if it is a one-time thing they surely can afford $35. Strange.
 
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