How do you deal with a client that makes you feel like a janitor? So today I go into this buisness park to do a vehicle that the client wants an interior only, his problem with the car is pet hair. I quote him 180.00, and proceed to do the car. I work on the car for 4 hours above, and beyond the norm. he is the CEO of a major aerospace engineering firm driving a Honda SUV. The car turns out spectacular. A, plus he says, great work BUT ! " We are a specific type of people here look around everyone here is in a suit, and tie. Most people here would feel uncomfortable giving someone like you their keys, if I were to contract you do you think you could do this in a another location". What is the dress code for cleaning up filth ? That was a slap in my face, and has me second guessing my choice of work. I run into people that expect, and dont appreciate what I do. All I want to do is restore life back into the car that they trash, and see a brite smile on a face before I leave. More often than not someone has a smart degrading comment for me. maybe its the little things that I pick up on in conversation the DETAILS, but hey thats my job right? How do you guys deal with the degrading comments ? The client that has figured out a better way to do your job, The guy that stands over you, and says what about the wheels before you even reach that part of your detail. :drinking2:
haha i know how you feel man. First off im only 20 and detailing other peoples cars. I think this scares them sometimes and i get looked down on sometimes. When i finish the job, then they are amazed at the outcome. You just have to take it on the chin and realize that it is something you love to do and can't let someones get to you. It will effect your work if you let it get to you. Always feel confident in what you do and the work will show. Don't let those comments get to you because he is some bigwig CEO. Think of it this way..he still wants me to do his car so i must be doing and good job. O and next time you show up to do the detail....wear a tuxedo
Are you skirting an issue here? How do you look? Dressed sharply? Tattoo's showing? When you bend over do people see plumber's crack? Piercings? Tongue spike? Long Scraggly hair? Beat up jalopy parked next to where you work? I'm sorry, but all of those do fit into the equation. It's a business world. You have to present yourself in that world to compete. If he found you, he will find someone else if your unacceptable to him in the future. Sure it's not High School anymore, it's the real world. And someone has the CHOICE of where they spend their money. Sounds like if those issues were ok, their wouldn't be this discussion.
Company logo shirt kaki shorts, very well spoken, driving a VERY clean 96 volvo 850 R . I KNOW image did'nt play a factor. NO peircings, or tats. No question ! I would'nt post if I thought for one minute that I may have been at fault. I take my job not hobby VERY seriously. Thanks for your input cyclo, nice avatar. If all your clients have been cool your not detailing enough.
GREAT , glad to hear that isn't the issue then. so what could it be.... Do you think you could call him on the phone and ask, what bothered him? Stating that you would like to know, so that you can improve your services. If it's his nose stuck to high in the air, you'd like to know that also, because you are not going to let that interfer with your work standards. You say that, and I'll ship you a beer thru my A drive.
Your awsome cyclo. But the chances of me dealing with him again are slim to non. My client base is the daily driver, pigged out road trash that people are just too busy to do themselves. I have a few clients that I do on a regular 2 weeks.I do 4 cars a day all with various types of details some outside only, others upkeeps, and a few with paint correction problems, ECT. So I deal with many people I a weeks time, and of those people maybe 2 will schedual. Easy come, easy go ! Im just saying some I enjoy seeing go. and as for that beer:thumb:
I haven't really had any problems with the few customers I have had this year, except one guy. He works at my 2nd job, and he is a weirdo and a womanizer. Can't stand the guy, but business is business. I think the tattoo comment is a little off key here. I have ink that shows and no way to hide it in the warm months of the year. I'm not saying I'm covered, but I have always made sure any tattoo I get is not offensive to anyone. I have never had a problem with them in any job I have had, detailing or not. As far as the "snooty" customer, just try to find out his deal, and be polite about it. If you think he'll never come back, just shrug it off. There's always gonna be a lemon in the bunch, no matter what occupation you have!!!
You are not alone in your feelings of this. I am a young guy too at 23 and i get questions out the wazoo about drinking and partying while detailing, i mean come on, people must watch too much dateline...but anywho, take it in stride and i noticed you mentioned the word "contract"..dont let your personal feelings interrupt your business, because he pays you no matter what and he will leave you alone once he fully trusts you...people are whackoffs sometimes but as mentioned, that is anywhere and for sure dont turn away the business!! I know a lot of people that will let a new detailer work on their beater car, and then surprise you with a mercedes to do once you have proven yourself....keep the business!
Don't let something like this get you down, it's really all part of the business in itself. You just have to learn to have patience and deal with people from all walks of life no matter how much it may suck. Keep it professional and it will all pay off. Plus when you have a large enough client base, you can filter out the ones you don't want to service. Remember, it's their privilege to have you servicing their vehicle (at least that's how I see it anyway).
When I first started detailing, I had the same problem. I live in a small town and the rich here think they are something special. I had a client in particular who was an ass. No showed, never paid his bill on time, always talked down to me. When I got busier, I had the last laugh when I got to tell him I wouldn't be doing his stuff anymore. Had another incident a few years ago when a new client says to me"if you do a good job on my truck I'll let you do my Porsche". I replied "I'm very, very busy. If I like you, I'll keep you as a client". You should see the look on the face of someone who thinks they are gods gift when the carwash guy tells them to pound sand. Its a Hallmark moment. Cyclo is right,though. Never, ever underestimate how big a role image plays in your success. Scott and Cyclo both make very valid points. One hand you could just let the comments slide off your back and chalk it up to the guy being an ass. Or you could call him and ask what part of your operation he finds offensive and ask what you could do to fix it. Maybe you'll get some clients from him worth keeping. Either way, once you get busy enough, kick his ass to the curb!! Trust me, I've been doing this for 15 years and you will always be able to replace clients like him with people who will treat you right.
EXACTLY!! :thumb::thumb::thumb: For years I would change my cell number every year and give my new number to the clients I wanted to keep.
Hard for you to respond off the cuff when he commented to you and hindsight is easy. So, now you had time to reflect and ask viewpoints from us. This might seem opposite from everyone else, but maybe a phone call and apologize and asking what you can do that might help improve your business. If he gets to obnoxious, say Thanks but no Thanks. Of all the people that you deal with, he's the minority, so don't let one occasion deter you . It's like an old customer told me years ago, We all wipe our A-- the same way.
I think his comments tell you more about him than anything about you. I disagree that any form of apology is in order. The best thing would be to shrug it off. I worked for years in a very, very expensive tennis club. The worst members were the ones with just enough money to get in, but the guys at the top, the ones you read about in the financial section of the newspaper, were all down-to-earth, easy going guys who treated everyone, from the pros to the cleaning staff with the same respect. They had nothing to prove by trying to make someone else feel small. Don't make his problem your problem.
That is so true. My experiences reflect this as well. It seems to be the people who think they have money are the the ones with the problem. Keep this in mind. Most wealthy people love nothing more than to share their story. I've taken a few of my clients out for lunch or coffee when I needed someone to bounce ideas off of. These guys have a wealth of knowledge they will share...just ask.:thumb:
Man this is a great thread and some really good advice here. Glad your faith was restored MASKDMARVL.:thumb:
Completely agree with JL. I'm in my 30's, always well dressed and clean cut (business attire) and still occasionally run into guys like yours :looser: It sounds to me like you're keeping a professional appearance and doing the job well, so just let that stuff slide. Sometimes these guys ease up when they get to know you, other times they stay dumb forever (and should be taken off your client list). Either way, as long as you know that you're doing it right (and they don't have a valid point) you should keep on going strong :thumb: There are lots of guys here that know their stuff when it comes to detailing (most customers don't have a clue what you really do and how hard it can be), so use them as support when you run into issues like this. You'll probably hear a lot of "Been there, Done that" stories followed by good advice. :support: Stay strong brother :afro:
With everyones thoughts comming forward on client relations this has turned into a pretty good thread. Glad to see so many responding. That offers so many different way of looking at a situation.
