building a client base, and covering "oopsies"

[navyblue2000]

I know we all got our start somewhere...

Hopefully mine will be very shortly. My in laws just purchased two brand new cars and want me to "take care" of them. A co-worker wants to keep her van nice and detailed. (it's 6 months old)

Here's what I'm thinking of.
To start out, do a full detail - wash, clay (if needed, doubtful), polish, wax, plus interior detail. This would be done once every 3 months.

Wash/wax would be done twice a month.

how does that sound? of course, do checks for scratches, marring etc every wash/wax session.

ALSO... off topic, but... do the infallibles of this board ever make an "oopsie"? Like, get done with a sweet Mercedes something or other, and see some swirl marks, and have to fix it really quick? OR, is it something that is pretty much one step at a time, perfection at each step?

[navyblue2000]

Realize here folks, I'm NOT talking about "cover ups" of mistakes. I mean going through the routine, after you finish that last coat of wax, looking at it from a distance, and "oh snap there's a hologram". That happen much? Or is each process finished painstakingly, with thorough inspection at the end of each step?

[TH0001]

As far as "oopises" or whatever, last week I was detailing a black 03 Ram. I buffed it with 80 rotary and then 80 pc. Took about 3 hours in the clients garage. Unfortunaty my swirl finder wasn't charged, but I kind of winged it and thought I got it all. I pulled it out in the sun (which had just broke out) and was horrified to see some swirls behind. The owner was actually really impressed with the outcome (I wasn't, and being that it was cloudy all day I hadn't noticed how truely bad the paint was). I apologized to the client and told him that I wasn't impressed with the finish.

I then pulled the car back in and did DACP/rotary, 80 speed glaze and had a 99 percent swirl free finish. It took me about 10 hours total, but I feel the customer will appericate this type of dedication.

My point being, be honest with the customer, apologize, and offer to correct the mistake. Also, never make promises you can't keep (so make no promises at all!!!!).

[MandarinaRacing]

Originally posted by TH0001
As far as "oopises" or whatever, last week I was detailing a black 03 Ram. I buffed it with 80 rotary and then 80 pc. Took about 3 hours in the clients garage. Unfortunaty my swirl finder wasn't charged, but I kind of winged it and thought I got it all. I pulled it out in the sun (which had just broke out) and was horrified to see some swirls behind. The owner was actually really impressed with the outcome (I wasn't, and being that it was cloudy all day I hadn't noticed how truely bad the paint was). I apologized to the client and told him that I wasn't impressed with the finish.

Most of the time (if not ALL the time), a dedicated detailer will never believe a car is 100%, most customers won't see that little spec, that tiny swirl that can only be seen at a certain angle, with an eye closed and squinting...LOL

Originally posted by TH0001
My point being, be honest with the customer, apologize, and offer to correct the mistake. Also, never make promises you can't keep (so make no promises at all!!!!).

I believe it was Mike Phillips that said:

Under promise, and Over deliver

or something along those lines...

Alex

[Dragpakmach]

My rule of thumb is this be very careful and use common sense and you wont hurt the car.(I treat cars like a living thing.) I always point out imperfections to customers because I expect more than 99% of my customers.The 1% is highly demanding and I deliver what they pay for and love that challenge.

[Jimmy Buffit]

We specialize in Black cars. About 60% of our volume. We actually have an upcharge for black paint ($25).

Before accepting the cars, we clearly inform the client: "As we make the finish as nice as possible, any imperfections that remain will, in contrast, be exagerated."

No, that doesn't allow for swirls... but it does help with realistic expectations.

If final inspection, hopefully in direct sunlight, shows swirls, then the car goes back in the Shop.

Jim

[DaGonz]

Originally posted by Jimmy Buffit


Before accepting the cars, we clearly inform the client: "As we make the finish as nice as possible, any imperfections that remain will, in contrast, be exagerated."

No, that doesn't allow for swirls... but it does help with realistic expectations.

If final inspection, hopefully in direct sunlight, shows swirls, then the car goes back in the Shop.

Jim

I do the same as Jim.. lately I have detailed a few black cars, some of them with minor imperfections that are easily correctable, others that need a miracle.

Don't promise miracles, but if you can one it off...
you will have a client for life!