Current Problem - Too Many Customers

[jarred767]

A little background info first. So I started my mobile business about six years ago as a part time gig. Three years ago, I took the plunge and went full time and haven't looked back. Demand has picked up over the years and I have been able to raise my prices about 10% or so each year for the last three years to help keep demand in line with how much time I have. This year however that increase was not successful in reigning in the demand and I can't even come close to keeping up right now. (I know, it's a good problem to have, but I still want to do something about it as I hate telling potential customers "no").

So what have others done when faced with similar issues. I don't like the idea of expanding and adding employees and to be honest, there's about a 0.01% chance that I'd go that route, but I'm not sure of any other options. I'm currently booked about a month and a half out and turn away a handful of people each day because they want there car done sooner than I can get to it. Is there away way to solve or even partially solve this problem without adding on employees?

I hope that some others have had similar issues and might be able to respond with possible remedies or ideas. Thanks in advance.

[Showmob]

I was having the same problem last year. I think you just have to look at your biz and decide what you want out of it. The choices you have are to stay smaller and rely on your rep to make people not mind waiting or hire out and grow to even out the demand curve. What I did was hire two guys. I'm not going to lie the process of going through resumes is frustrating but I wouldn't change my decision for the world. Like I said take a look at your business and decide where you want it to go.

[Tuck91]

Re: Current Problem - Too Many Customers

During my busy times, I usually book out a couple weeks in advance. Never months ahead.

The simple solution is work 16hr days, work on Saturdays & Sundays, learn how to work more quickly yet still effectively.

Also, when it comes to turning down customers, do not turn down the ones that are willing to pay your rate, weed out all the cheapskates.

[goldenlight]

Re: Current Problem - Too Many Customers

Base on the law of supply and demand, you may want to raise your prices for new customers and grandfather your old customers on the old price. Just a thought.

[Motorsports-X]

Re: Current Problem - Too Many Customers

ld suggest getting better equipment or a better crew that will allow you to work faster. dry steam cleaning is fast, cheap and you can do inside and out side.

[ctgrenade]

Re: Current Problem - Too Many Customers

Wish I had that problem. One thing that might not seem like a major thing to do but helps a lot is to have a checklist. That way you're not doubling back on yourself or wondering if you missed a step. That's a way to save time.

Also find out who your potential repeat and long term customers are and direct a good portion of your efforts towards them.

[jarred767]

Re: Current Problem - Too Many Customers

Wow, thanks for all the advice guys, good info here.

Nick - yeah I definitely don't like scheduling that far out on regular basis; much more work with follow-up and some people tend to forget their appt. or change their plans. I figured out the weeding out process a while back, definitely helped.

Motorsports - I'm not interested in getting a crew, but the idea of getting better equipment is intriguing. I will have to do some more research on the steam cleaning the exterior??? I already do it for interiors. Would adding a rotary help much on saving time? I've generally assumed the benefits are more aligned with more extensive corrections. Are there really any other ways to increase speed without sacrificing quality.

Ive thought about trying to focus more energy on gaining customers more interested in exteriors and less of the "mom-mobile's." Any tips from anyone on this would be greatly appreciated; I already try a limitless harder to work these potential customers into my schedule.

Thanks again to all!!

[Motorsports-X]

Re: Current Problem - Too Many Customers

friend of mine does mobile detailing, and he had the attitude of not wanting a helper. well, now he has 2 helpers and a 2nd crew with 3 guys and he is killing it. even if you dont trust someone to do as good a job as you, you could always use a hand doing the stuff that takes time. (ie, getting stuff out the trailer, refilling chemicals, cleaning nooks and crannies, things like that) he told me they do 30+ cars a day between the two crews. Thats alot of money per day even after you pay the guys. ( 30 cars at avg 40ea. = $1200 minus 5 guys 10 hours a day, $10/hour = $700 gross/day minus 20% supplies/fuel = $560/day NET. x 5 days * 47 weeks = $131,600 per year. CLEARED minus taxes. THATS good money AND thats with 5 weeks of vacation PER YEAR!!!


If you are competent with a rotary, then sure you could do ok with it. f it might be a little faster for heavy stuff.

[J4o2el7]

Re: Current Problem - Too Many Customers

Jarred,

If you ever need a hand, or if you have some customers south of Seattle you can send them my way if you would like, PM if you want to think about it, so your not turning them down. They can still get the auto done, but it would still end up being repeat business in the end for you, as they most likely would come back to you since you are who they called to begin with. Just throwing it out there, your in Seattle im in Bonney Lake, 30 minutes from Tacoma, 15 minutes from Puyallup, 45 from Seattle. Like i said, just throwing it out there so you dont have to turn away business. Anyways, if it peaks your interest let me know, PM

Thanks

[Cliveld]

Re: Current Problem - Too Many Customers

Clive,

The answer to this problem is pretty simple. If you do not wish to expand your business, you will need to network with other detailers with simlar or same standards to pickup the jobs you are unable to attend.

[Socal Mobile]

Re: Current Problem - Too Many Customers

Hire a crew and train them on how you work. I went from 1 van to 3 over the past 2 years.

[Detailing by M]

Re: Current Problem - Too Many Customers

^^^^ how do you train morons? The past few helpers I've had we're so incompetent!!!
I was telling one of to "wipe this down" He looked at me and continued doing somthing else. I had to tell him 3 times and finaly I had to wipe it down so he could see what I ment!!!!! OMG!!!
I'd rather work 12 hrs a day by myself then try to reley on incompetent idiots!!!

[Pure Luxury]

Re: Current Problem - Too Many Customers

I have partnered up with a local detailer who is just as busy and professional. He does great work and takes care of the customer. We share customers occasionally and we share 1 employee. He has a couple of permanent employees and I have 4 including the one we share. It's a great relationship. Be curteous and respectful and always have your integrity when doing this. It can work if both are respectful and honest.

[Poki]

Re: Current Problem - Too Many Customers

Wow, thanks for all the advice guys, good info here.

Nick - yeah I definitely don't like scheduling that far out on regular basis; much more work with follow-up and some people tend to forget their appt. or change their plans. I figured out the weeding out process a while back, definitely helped.

Motorsports - I'm not interested in getting a crew, but the idea of getting better equipment is intriguing. I will have to do some more research on the steam cleaning the exterior??? I already do it for interiors. Would adding a rotary help much on saving time? I've generally assumed the benefits are more aligned with more extensive corrections. Are there really any other ways to increase speed without sacrificing quality.

Ive thought about trying to focus more energy on gaining customers more interested in exteriors and less of the "mom-mobile's." Any tips from anyone on this would be greatly appreciated; I already try a limitless harder to work these potential customers into my schedule.

Thanks again to all!!

Just another suggestion: Become specialized. Maybe if your forte is paint correction/swirl removal just focus on that. Or if most of your business leans toward wash/wax/interior focus on that and back away from paint correction. You are turning customers away now and by specializing you will be turning away a segment and keeping what you want.

[heylookitskarl]

Re: Current Problem - Too Many Customers

I do not have much business experience, but the law of supply and demand can help you.

To meet the demand (Customers) you (The Supply) is going to have to start charging more per job. It may sound like your trying to rip people off but look at it this way, you are making appointments one whole month ahead of time. They would not make them that far ahead if they knew you were some Joe Schmoe, the estimate you give them is what your time is worth because you have had "X" years of experience.

I probably could have made that a little clearer but I hope you get the general idea.