How to get customers back.

[VoicesInMyHead]

Re: How to get customers back.

That is an absolutely incredible idea. So many people dont know how, dont want to check the little things, which could make the most difference in the long run. Bring back the full to full service

Whew! Glad ya think so!
I hope I didn't speak out of turn, having just arrived here on the MOL.

[Hemin8r]

Re: How to get customers back.

Whew! Glad ya think so!
I hope I didn't speak out of turn, having just arrived here on the MOL.

If I see the tires are too low I usually inflate them to specs. Customers will call me and usually say wow my car even rides smoother. That's when I tell them I filled their tires with air. Even though it's a quick & easy job they are usually very appreciative about those small things that make a big difference.

[Ivan Rajic]

Re: How to get customers back.

Well played!

It's the only thing I could think of to actually show the real difference... I even joked with the Audi owner that we should try the experiment again, but this time let them do the hood and I'll do the rest of the car... he gave me a 'stfu' smirk and that was the end of that haha

[Bunky]

Re: How to get customers back.

I think some experienced detailers should get together and work up a real nice presentation that shows the dangers of traditional car washes. Maybe you need a prop (like a section of an actual hood with a before and after) so people can really see.

The problem is that many two year old cars that have been washed regularly at a car wash and clean can still look very nice 25 ft away especially to the average person. It is not until you get within 5 to 10ft that the real difference is seen.

Like selling anything you have to sell the need in as many ways as possible (pride, value, etc).

I keep thinking about that NuFinish commercial where the car supposedly has been through the car wash 50 times and still beads. I bet if you look at the paint in the sun it probably looks like ****.

[RacerX88]

Re: How to get customers back.

Ok, being a marketer and enthusiast detailer I'll chime in. I'm not it making money so, take my advice at the price given.

The entrance of Costco into the lower end of your market indicates to me that Costco have identified a strong group of customers with an appropriate product/price/place.
There appears to be three options:
1.) Continue to appeal to the same $7.99 market as Costco by attempting to bring them back based on claims of "get what you pay for and more" lower quality workmanship.
2.) Market to more affluent customers/show car enthusiasts who already recognize the benefits of detailing and paint correction.
3.) Continue to market to both customer segements.


If #1 (and resources are available) explore establishing a free standing car wash where you can be more cost competitive and continue.

If #2 plan your marketing campaign by collecting data from current customers about their lifestyle, jobs, income, etc.

If #3 do both.

Good luck!

[Ivan Rajic]

Re: How to get customers back.

^^ There's a good point as far as it not being a good idea to bring back the people who love the $5 washes... when I did the test the two owners weren't those price shoppers, rather wanted to learn and see why they shouldn't do it, so while it may sound similar, I was only trying to show them the difference and not trying to win them back... I think the people who posted above are right in the fact that you might not want those clients because it might just get uncomfortable working with/for them in the future because of higher prices...

One thing I thought I'd mention is that when you do try to figure out who your target client is, jobs, income, etc. have some to do with it but remember it will never be kinda an exact science... I have a bunch of people who have paid $400+ for a detail and keep coming back for washes, waxes, and maintenance 1-step polishes and they drive cars from $10-20k while making around $30-40 themselves... so when you try to judge from the onset who the 'perfect' client will be, try to not only look at jobs/income, rather try and tell apart people who truly care for their cars from those who don't...

Well, I'm just an enthusiast for my own vehicles, family & maybe friends... but maybe add a few complimentary perks...
- Check/report windshield wiper blade condition
- Check/fill wiper fluid
- Check/report engine oil/fluids
- Check/report the creation date of their tires = Story Here (This is a big issue for me as I had some tires separating at only 2500 miles on a new vehicle.)
- Check/inflate tire pressures with small compressor (include Spare Tire)
- Anything else you may consider that would raise the desirability of you & your service... It could be the little things that give you a great advantage.

Those are some of the results of the conversations I've had amongst myself. I'll let ya know if another one of me speaks up.

I'd personally recommend staying away from ANYTHING that has ANYTHING to do with safety, such as tires... when push comes to shove, you don't want to be in a courtroom because you inflated the tire 2psi when you weren't told to do so... and trust me, you could easily be found responsible.

[3Fitty]

Re: How to get customers back.

I'd personally recommend staying away from ANYTHING that has ANYTHING to do with safety, such as tires... when push comes to shove, you don't want to be in a courtroom because you inflated the tire 2psi when you weren't told to do so... and trust me, you could easily be found responsible.

I guess I could envision a situation that might create liability, just not the one you set forth here. The proximate cause issues alone and the necessary expertise to prove the proximate cause are highly unlikely.

[VoicesInMyHead]

Re: How to get customers back.

I'd personally recommend staying away from ANYTHING that has ANYTHING to do with safety, such as tires... when push comes to shove, you don't want to be in a courtroom because you inflated the tire 2psi when you weren't told to do so... and trust me, you could easily be found responsible.

Point taken. You could still report the creation date and the current pressure. They were just ideas off the top of my head.

[ZoranC]

Re: How to get customers back.

I'd personally recommend staying away from ANYTHING that has ANYTHING to do with safety, such as tires... when push comes to shove, you don't want to be in a courtroom because you inflated the tire 2psi when you weren't told to do so... and trust me, you could easily be found responsible.

+1 I would stay out of it because potential for headaches is not worth it. Even if one is innocent and ends up not found responsible just being called to court is huge time and money waster and tons of stress and turns life upside down for a while.

Personally, I would not even check the pressure as that would mean I have touched the valve. If I have discsussed paint job with person than paint job is what I am doing and I am not touching anything elese. If I notice something unusual I will point it out but I am not going to be looking for it, much less going to be touching it, and even less correcting it.

[Bunky]

Re: How to get customers back.

I had a thought. You find people pay a lot of money for a haircut or hair styling..well beyond what a cheap car wash costs yet they get stingy on maintaining their car. For men, it is usually not more than 15 minutes for a simple hair cut (no wash).

I think you could use these kind of comparisons to sell your services.

[RacerX88]

Re: How to get customers back.

One thing I thought I'd mention is that when you do try to figure out who your target client is, jobs, income, etc. have some to do with it but remember it will never be kinda an exact science... I have a bunch of people who have paid $400+ for a detail and keep coming back for washes, waxes, and maintenance 1-step polishes and they drive cars from $10-20k while making around $30-40 themselves... so when you try to judge from the onset who the 'perfect' client will be, try to not only look at jobs/income, rather try and tell apart people who truly care for their cars from those who don't...

Maybe there's a test/questionnare to be developed to determine how much of a "neat freak" someone tends to be? Maybe that's someone close to a "perfect client"?
There's certainly room for advertising the differences in the two services. Maybe several independent detailers in an area could pool resources to create an ad to highlight the differences like swirlfree washing, paint correction?

[SHYNEMAN123]

Re: How to get customers back.

Easy answer but will take a little time

raise your prices, tailor your services to higher end customers,offer you current regular cust. Spiffys for referring there friends and coworkers . Gift certificates work very well. Would you rather make 45k a year doing 500 cars or 250 ?
Market yourself every chance you get.give free advice on what cust. Can do to maintain the detail job you did and sell the products they need.

About 10 years ago i was finishing up a detail on a sunday and realized i was out of #26 so i ran down to my local auto parts store ( pep boys ) and stood in front of their wall of a-z care care products to find #26 . There was a man standing there with a arm full of products with a blank look on his face, he ask me how i new what to pick so fast and i told him i had my own detail business. I asked him what he was working and what he wanted to achieve. After he told me i gave him my recommendation on megs clean,polish and protect he could do by hand. He put everything else back and picked up the megs. He followed me up to the check out and or conversation continued .then suddenly he said give me one of your cards i can tell by talking with you i would be better off to let you do the job.i did his car,his wifes,mother and sister as well.

[Nappers]

Re: How to get customers back.

Easy answer but will take a little time

raise your prices, tailor your services to higher end customers,offer you current regular cust. Spiffys for referring there friends and coworkers . Gift certificates work very well. Would you rather make 45k a year doing 500 cars or 250 ?
Market yourself every chance you get.give free advice on what cust. Can do to maintain the detail job you did and sell the products they need.

About 10 years ago i was finishing up a detail on a sunday and realized i was out of #26 so i ran down to my local auto parts store ( pep boys ) and stood in front of their wall of a-z care care products to find #26 . There was a man standing there with a arm full of products with a blank look on his face, he ask me how i new what to pick so fast and i told him i had my own detail business. I asked him what he was working and what he wanted to achieve. After he told me i gave him my recommendation on megs clean,polish and protect he could do by hand. He put everything else back and picked up the megs. He followed me up to the check out and or conversation continued .then suddenly he said give me one of your cards i can tell by talking with you i would be better off to let you do the job.i did his car,his wifes,mother and sister as well.

and it cost you a bottle of #26 and friendly advice. did the same thing with a guy who had a scratch on his brand spanking new Dodge Ram 2500 diesel. He too had a blank look, I told him to buy some ScratchX and yellow applicator pads and he walked out as I bought a Meguiars product. Of course I didn't give him a business card but I felt like I educated him better than the guy at the counter.

Some good advise here Ryan, I hope all is well and you keep some of your recurring customers, gas prices high, economy low awaiting our next President. Hope you do okay.

Aaron

[Ryan L.]

Re: How to get customers back.

Thanks guys for all the advice. It must have been this thread or something, but since I posted it, I've washed 7 cars. Weird stuff.

Thanks guys again!!

Ryan

[BlueZero]

Re: How to get customers back.

Thanks guys for all the advice. It must have been this thread or something, but since I posted it, I've washed 7 cars. Weird stuff.

Thanks guys again!!

Ryan

It's the magical mystical power of MOL!

Maybe I should start a thread on picking the lucky lottery numbers.