It’s either the cheap picky person, or the wealthy person who wants everything for one price and that’s the final say. Amazes me how people even in business fail to understand the value of time.
Us at Vickie V's Mobile Detailing, we send out a message that reads, "Please have all personal belongings removed from vehicle upon arrival, car seats, etc.".... we will charge service fee if not
I really like your attitude and very humble approach to lessons learned over the course of running your business. Being explicit with the customer is key. Great work!!! God Bless you and your business.
Bro, don't let it get to you.. Rich people are like that all the time. They say stuff they don't even mean or don't know what they are talking about because of whatever they are going through or just simply feel entitled and snobby.
Bro that’s No excuse to treat others with bad attitude bc your day is going bad. Hunter addressed the problem are his attitude to prevent other future detailers to have to deal with the clients attitude, if he didn’t addressed it the client will keep on treating others the same way hinter got treated. Don’t have that mindset “that’s it’s okay he’s having a bad day “You can’t let anyone walk over you.
@@noel3466 Yes, i agree it's no excuse but you don't understand my point. I meant to say he could of still kept going with the detail AND of course defend himself in a civilized manner. It's possible to make things clear while you keep going with your job. Wayne knows Love covers a multitude of sins. So i would just go from there.
@@noel3466 I've heard multiple stories that people are rude or cold because they just lost a family member, even a child, to finding out their spouse cheated before going to work. For the guy to give him a $100 leads me to believe he probably was going through something at that moment.
Great video! One thing I have learned in life is that people will to take advantage of you if you allow them to. You did the right thing!!!! Ultimately customers like this are never pleased, they will always find issues with your service. Props to you for taking a stand and walking away from that customer.
Atta man! No amount of money is worth disrespect. I always tell my customers to remove anything they don’t want in the trash out as I am not responsible for their belongings.
You could have handled it better. It was a paying customer, attitude or not he’s paying. I’d be a little frustrated too if one expectation was set and when it was time to pay that expectation changed. You could have prevented it by requiring photos for appointment setting or by sending a message out ahead of time of the things your team requires a client to do to perform a detail. If this is his first time with you, how is he supposed to know what to do? Communication. Maybe his last detailer always picked up the things and moved them for him and the guy paid extra, who knows. All we know is he made a smart remark, didn’t threaten anybody (based off what you shared) and y’all took it as disrespectful which you’re entitled to but in my opinion was the wrong approach. It’s business, all business, no feelings.
You don’t understand because you may not work in this feild… when a customer disrespects you before you have even started up the detail, it sets the tone for how the payment process, walk around inspection, and many other things will go at the end. When you run a legitimate company you will understand that you’re not here to be stepped on and disrespected. If you chose to show disrespect towards me and my team before the detail even starts, then we do not need your little $300 and you can go elsewhere… Simple
@@LanceWilliamson8 im a real businessman. I wouldn’t have charged a good customer for pick up trash and belongings during a car detail. I would’ve done it fit free that time and told him that next time there would be a fee. You are getting paid to detail a car for 300$. I would expect an obstacle or two at that rate. He handled it wrong in my opinion.
I'm not dealing with customers bad attitudes. If you can't be respectful, I'm walking. If you don't respect my time, I'm walking. If you don't respect my work, I'm walking. I learned long ago it's just better to lay down the law with people. If they don't like it, they can do the work themselves.
Not judging you at all bro, I worked as a X-ray tech for 17 years so I am very familiar with dealing with every kind of person, economic status, race, etc.. Since y’all had already bagged the majority of his stuff, I like to think I would’ve told him this time it’s on the house, but next time it will be a charge. Also I would tell him after I’ve received my money from him. Always remember when dealing with people, they usually mirror the emotions you/we project. If anyone is acting upset or annoyed one can try to improve the customer’s mood by trying to be accommodating and nice. I could be wrong but I think the worker that suggested to charge for that service his ego got in the way, I totally get not wanting to move private and personal things. But every once in awhile it won’t hurt. I love your channel bro. God is first in everything! Jesus is King!
There would have never BEEN a next time. He would have gone with another detailer cause he's a cheap and petty POS person who doesn't care about anyone but himself. His fragile Ego was completely destroyed because he was in the wrong and didn't bother to even look at the website to see what services he was buying.
You are correct on how you handled the situation. Alot of people treat their vehicles as if they were living in them. When I worked at my neighborhood carwash i would see stuff like that all of the time I know that its a difference between a carwash and mobile detailing.
When I come into a interaction like this, I am the most respectful, even when customers do have attitude. But its until they disrespect me or my business and then I do get a little petty back👀
Ditto on that. I work part time for a deslership. I tell the service department to notify customers to remove all personal items. Phones loose change etc. I will not touch baby seats that is the responsibility of the customer. I dont need liabilities coming back on me or my colleages because they werent installed properly.. Ive had my share of bad details in the past dealing wirh the garbage rotted food and soiled undies. Yup tbats right nasty drawers. And i thought i saw it all.
I had this happen a few times while detailing. Showing up to a detail i dont want to touch other belongings. Its a weird feeling to move, plus indont want to be responsible for it. So to avoid this in my CRM it will text clients 24hrs prior of the service to remind them of the appointment but also to let them know to have personal belongings removed. This has helped so much. Still have a few here or there, but i helps for sure! God bless Hunter! Keep up the hustle. Dynamic Details from Raleigh North Carolina
Thanks for the shoutout bro‼️ 2:46 I’m honored to have been able to work with you. I definitely gotta come back and we got to shoot some content together‼️
It happened to me a couple of times, so on my website, I have the client check off required fields during booking and I have a disclaimer disclosure explaining- travel fees outside my radius, loose items, excessive dog hair and debris. I even have a video, photo use disclaimer, and the client can't proceed with the appointment without checking off that they read and agreed to the terms
What I tell customers when I set up the detail is please remove things from the car that is not garbage but leave the trash that way I don’t have to guess what to keep or throw away. This gives them the opportunity to actually start the habit of cleaning out their car. Every time I arrive it’s clear and if a place is not clear I won’t touch it and I won’t ask if they want it clean.
Wayne, first off I love your content and appreciate your attitude and approach to detailing. I’ve learned a ton from you that I’ve implemented in my own business. I think you nailed it, in terms of what you took away from this experience. It’s very important to make sure that your customer is crystal clear on 1) the service they are receiving 2) the exact price 3) and the expectations on delivery. This entire experience could have easily been mitigated with a simple disclaimer to remove all personal belongings from the vehicle prior to the detail start time- if not, make sure they know they will be charged. Also, on the phone, it should have been communicated exactly what you were going to be doing during the detail. THEN a follow up in written form (email , text , etc ) to again outline what service is taking place, the price, and any other pertinent information. I always do this in my business and lean on it to reiterate to my customers what we will/ won’t be doing. Keep hustlin out there. Much love and respect ✊
Thank you for being truthful in your title. Some TH-camrs would have used it as clickbait and talked about something else. Great story, unfortunately lesson learned.
Amen 🙏 brother you stuck your ground I have Done that 3 times not that I want you or you wanted to. I feel people have misunderstood but it's ok with in time. God bless happy detailing.
As a business owner myself. I could sympathize on both sides. Unfortunately, you made an incorrect "initial estimate" by not thoroughly checking the vehicle. I would have just taken the loss of money. Emphasizing to the customer that the extra fee will be complimentary this time but will be charged on cthe next visit if the vehicle is not emptied beforehand. For a team of three people it would have realistically taken an extra five minutes to empty the vehicle. Now you have lost a future returning customer, referrals, revenue for the day, negative social media reviews, etc. Business decisions are tuff to manouver. We live in a very competitive market. You're in a service related business. Please take this as constructive criticism not a bantor on your hard work.
There’s some truth to this. Had the customer been quoted ahead of time without the visual inspection together, and then when he got there was told about the extra fee - that would be understandable.
Ehh i feel you but i don't. I get this all the time with recurring clients and i do quietly charge for it. sometimes in business you gotta suck it up and deal with these entitled customers.. The guy agreed to pay extra for you to move it. Sounded like a customer with money. I thrive off of people like this in my mobile detailing business. yeah they may be assholes but fuck em i'm still gettin paid
@@HuntersMobileDetailing i still respect your decision to leave. for me personally i just try not to let my small character flaws get the best of me in hot situations. i have learned and still learning to put my pride aside and just do what it takes to make the $. everyones different. keep up the good videos brotha and god bless
THAT WAS A REPEATED ISSUE WITH MY 1ST TIME CLIENTS... I EVENTUALLY DID LIKE YOU SUGGESTED, AND MADE SURE THAT ALLLLLLLLLL MY CLIENTS WERE NOTIFIED TO REMOVE ALL LOOSE ITEMS FROM VEHICLE, BEFORE MY ARRIVAL... I DIDN'T WANT TO TOUCH ANNNNY OF THEIR LOOSE ITEMS...
You don't get it. This guy was rich as F. The $100 was an insult. "I'll pay you peasants $100 anyway, that's just how much more $$$$ I have than you!" It's the only thing he had, because at the end he understood he was in the wrong. Straight pettiness for his ego getting hurt.
You should’ve completed the job brother. That was easily $400 that you let go. Who cares if he has an attitude, he’s paying, you don’t know what he’s going thru…. Completely disagree with your decision. Who knows, after the detail, he could’ve been happier with the results.
How did you KNOW he was paying huh? No $$$ had been exchanged at the time of this interaction. People with an attitude from the start are the ones most likely to complain that the job isn't "Better than New" and try to get a huge discount or not pay at all.
Some of this is on you. You should have stated before arriving that large items have to be removed first. Also, always do a walkthrough WITH the customer to confirm prices and expectations before starting anything.
HEY HUNTER LOVE YOUR VIDEOS YOU SHOULD DO A VIDEO ON BAD WHETHER LIKE RAINY DAYS WHAT SHOULD U DO IF YOU IN THE MIDDLE OF A DETAIL AND IT RAINS OR WHAT DO YOU DO IN THE WINTER TIME
So how’s this idea- What IF, you factor in all possible charges that you can think might happen Before hand, from the jump. Then when you’re doing the job you subtract some of those services that you really did not have to perform. That way when you tell the client the cut down price, they’re excited for the lowered price on top of seeing their vehicle looking like new again? Idk- Just wondering if that would work? It’ll also weed out cheapskates from the start. ??
Wow that’s crazy but it get deep out here (pause) when these customers act like we a lesser person cus we cleaning they shit!!! Let that soak in to every detailer in the game!!💪🏾💪🏾💯
I've got a terms and conditions tab on my site that I have scheduled clients read and text me that they accept my conditions. I've had to spend 45 minutes cleaning out a bunch of items from someone's car and after the detail and leaving they text me "he did you see a paper in their, it's an Important document" I'm thinking, there were countless balled up papers in the car.... I just never answered and created the $75 clutter charge
The other problem is if anything gets broken or goes missing or you get accused of either one or both of those things by the customer. Even Eric the Carguy mentioned in a video that people need to stop leaving guns and drugs and other things in their cars when bringing it in for service.
When customers tell what your service SHOULD include for whatever price they throw out, automatically going to be a horrible customer not worth doing business with.
time is money brother i think you handled yourself well! maybe send out a text in the future saying take out belongings or an additional fee of $50 will be applied...or something like that. Keep up the good work brother
I’m no longer doing this and I think for a couple of reasons one because I didn’t advertise I didn’t try to get people etc and I don’t like interior details hate them idk why just don’t like them I love doing exterior details I’m thinking about doing just exterior like a mobile “car wash” but better do you think I should try to get back into it I’ve got all my supplies just haven’t done anything.
I’ve been in this situation but with a more disrespectful customer (claimed he could go to a gas station car wash for $5 and clean it himself) lived in a GATED community…… My question is, how did you not see all of his things on the floor when you were reviewing the car with him initially? I would’ve UPCHARGED him then and there. Regardless, that customer was being unreasonable and rude.
Nah you should tell your customer upfront to remove everything especially because sometimes it's the customers first detail and they don't know to prepare their vehicle first
Had a ex client who always wanted freebies and always tried to set the price and compare to automated car washes. Older fellow with poor attitude and demeanor lowkey felt disrespected because he was always trying to pull the seniority card and would not listen and disregard everything I say because I’m young and hes a older cat had to cut him loose and he still tries to call me to this day. No your worth and no your time and don’t allow people to set YOUR PRICES for YOUR WORK. Don’t charge for the work charge for the outcome.
You should have already made clear to him BEFORE coming out what he should have expected from you and what you expected from him. By having everything laid out, there would be no surprises. Obviously if you did and there was additional stuff in the way, then you could easily say something like “as stated you have this and that and we can charge x amount or whatever but Always make you expectations known
The personal belongs drive me crazy. It’s every detail! Maybe I’m more courteous than most but I’d assume my belongings should be out the vehicle, prior to the detailer showing up.
Yeah man my number one golden rule is the only rule !!! Please have the vehicle ready when I get there take all clothes or personal belongings out of car and phone chargers papers that’s not part of my job or I gotta charge
For me even if a detailer comes and cleans my truck I would still clean the belongings or trash before he comes and details the truck right then and there even if don't want to clean it I'll be cooperative and tell him oh yeah for sure I'll give the clean fee no matter so he shouldn't have gotten so mad
I just dwtailed a minivan which was new but it had so much stuff in it everywhere I just detailed around it all moved everything into the back seats then did a quick once over.. left some crumbs and stuff from moving everything but I told customer it's not perfect because the van is filled with clothes and shoes and toys and books and bags. you want your car cleaned better, then have all that stuff out. I'm cleaning around the kids car seats. I'm not taking it out and putting it back. if you want it done right, remove it all or pay me more to remove it all. that's it.! let them know up front.
You have to be straight up in business and be business savvy because ppl play you...they test you to gain everything for themselves and you get minimum. That's crap. There is always the next detail...what an insult to tell you "I send you $100.00"..ppl are unbelievable 😂😂😂 Much blessings 🙌
I Watched each and every video of yours Wayne and I’m impressed with your attitude towards business. This is my question if he calls you again and says I cleansed up my belongings will you return to detail my car?
Obviously I'm not the person you're asking, but here's my perspective on it: It would completely depend on the customers attitude the second time around. If he was coming at me with the same attitude as before I'd let him know I appreciate it but unfortunately I will not be returning. Now, if he comes out and apologizes and says something like "Hey I realize my attitude earlier was disrespectful and I just wanted to apologize for how I was acting" then I would most likely accept his apology and work out a time to reschedule his detail
From the perspective of the customer, I can see how this exchange could feel like nickel and diming. Personally, I value a firm quote. If one can't be provided without a visual inspection, I'd like to know that from the get go. That's why it's critical to explain expectations clearly from the start, so there are no misunderstandings. Maybe you could have a FAQ section on your website for people who are unfamiliar with mobile detailing (assuming you don't have one already) Perhaps an automated follow-up email should be sent once an appointment is scheduled to further reiterate expectations. (EXAMPLE: Please remove all personal items from the vehicle prior to your scheduled appointment time. Failure to do so will result in additional charges.) In my experience as a corporate ops manager, there will always be glitches, so anticipating them and having the right protocols/procedures in place will save you a lot of frustration in the future.
Due to you listing to other people you lost a deal for 50 bucks what you should’ve done is did your job Cleaning a Car is Cleaning everything from trash to anything that’s what your paid for !! With your Attitude of trying to get rich of 1 deal is not going to get you anywhere. You won’t be able to lock in customers for the long run they’ll find someone else who wants to Work or they’ll just do it themselves and less work for you now since you tried charging $100 for shampoo and 50$ extra for a 5 minute thing. My Advise to you is Stop listing to other Idiots and be yourself bro !! GOD Bless don’t over charge people be fair and loyal
as a person who details b4 i even get the car drop off to me i always tell my clients plz remove any personal belongings bulky stuff etc . now if at that point they request me to sort out and throw it in bags i charge them . i never had issues with my clients and most importantly i always ask for a deposit b4 i even go to them or they even bring the car to me . sorry that happen to you but theres some really shitty people out there
I have lists to remind me of everything because I'll forget and end up upsetting the customer. I did have one detail job where I did a large SUV interior detail and when he dropped it off he left quickly. I opened up the vehicle and there was trash everywhere. I filled 2 large plastic bags just with garbage, and large boxes with tools, clothing, paper work and personal effects such as knives, jewelry, money, personal hygiene items and very personal marital aids. I charged him an additional $100. He was mad, but I got paid.
I really hate those stories b/c I know I'll get one of them one day. You have to be respected, but it's also the fastlane to a 1-star Google Review. Not only will you have "Overcharged" but "Done a Horrible Job Detailing" and were "Disrespectful to my Wife" and a whole laundry list of whatever crap they make up lol. Sad part is, people believe it. Your word vs theirs.
@@Mutiny960 It's a combination of CYA and refusal of service. I'm much more selective about my customers now because I can be, but back then I didn't have a choice. When you don't have a choice you learn to cover yourself with videos, text messages, release forms and as much paper work as you can create. Because when it comes to court cases, they who produce the most paperwork win... usually. Cheers!
Actually the way i take it is, the guy offered you $100 out of the blue without you asking him for it. That means that he is a responsible nice guy who is not caring so much about the money being that he has a Mercedes G wagon. The part that i felt could have been changed actually lies on your part as a business owner. In fact I felt you guys could have done better on the service part. When you see a customer has a car full of stuff, they know they are supposed to empty it, but thats where they are depending on YOU to go the extra step and offer to bag it up FREE OF CHARGE. That means not surprising the customer with another out of the blue charge which disappointed and frustrated the customer. To me that is why he got mad and “had an attitude” was because you should have just offered to do it for him without hassle for the purpose of being a service oriented business. That is what your primary goal should be as a detailer. On the other hand i wouldnt blame you because i think most people would prepare before hand if they were going to get their car cleaned. But going forward, i think if you see a customer is unhappy in the beginning for any reason, just go the extra mile and help them with whatever they need since you are already there, and do not apply more charges which will further make the situation worse. If i were you i would offer him a discount next time if he happens to do business with you again and an apology for the miscommunication.
I dealt with a rich person before and they are the worst! Got all this money and want everything for the cheap! That one person i said i would never do again
Obviously there was much misunderstanding on his part. Did he pay you the 100.00?? If so, then it shows he did respect your time and I think you should give him another chance when you have a hole in your schedule. Personally, I'd thank him for the 100.00 and say something like it looks like we got off to a rocky start but I really appreciate you respecting my time. For that I'd like to offer you X detail at X dollars to show how much I appreciate that. (I'd actually make it 100.00 less. Again, it would be when you had a hole in your schedule.) I'd like to show you how great of a job we can do taking care of your vehicle. I was in the auto customer relations business for 16 years. I loved the angry customers as it was almost always a customer that cared for their vehicle so was very emotional about their problem. Once the issue was solved (mostly through walking them through a truthful explanation) , it was always those customers that I received the most referrals from and paid me the most money to take care of them and their vehicle. If he didn't pay then that speaks for itself. Foster Dad of 10 Foster kids (at a time) Royal I do love how you handle the whole approach of your business putting God first in all things.
You did a walk around with the guy, got everything settled, to my understanding. Then after your buddy makes an off hand remark you call up the customer and tell him you're changing what you agreed upon. If you quote a price you should stick to it. I'd rather honor my word than make a few extra bucks and have to work a little harder. Learn from the mistake and add the charge to future clients, before hand of course. Honestly, I'd say more for him paying for a service he didn't get than someone showing up to a job and not completing what was already agreed upon. Personally, I'd rather eat the whole $350 then for someone to think I was tryna jip them. Obviously my personal opinion. Proverbs(22:1) “A good name is rather to be chosen than great riches, and loving favour rather than silver and gold.”
Karens never LEARN anything. They just make demands and b**ch b/c most people don't want the hassle of standing up to them. The bottom line is knowing which customers are worth your time, and which aren't. If you don't know that, then you don't know business.
After 30 plus years of being in business, I've been through everything you ever share on TH-cam. Never back out of a job finish the job then set your new rules or ideas you all the time share half-way through a job you want to upcharge that is not professional. Honestly how long can it take to move loose articles from the car. Ive done cars that make me want to puke get it done move on. You have only been in business a couple years it's going to get much worse than a pair of pants on the floor.
You don't run a real business. You just have a job that takes extra work. A business owner realizes which customers are not worth that time. No customer dictates what services you perform at what price. Then it's THEM running the business and not you.
Also, have in writing that you don't deal with carseats. Carseats must be removed because you are not going to clean them and if you are going to include them that you are not going to reinstall them, that is a huge responsibility for you and you can be sued in case of an accident, so make sure you have it clear on your Detailing services written one way or the other.
Bro .. being a mobile detailer and charging a travel Fee!!🤦🏽♂️if you were smart you would be discreet about that and maybe charge a bit more 🤔… that’s like charging extra for tire shine😂
Can you add that in red letters on the website brother?? Lol or when the text message gets out to the customer when they book it can be said on there to pick up everything from the vehicle.
I can understand both side. As a customer, you would think pickin up trash is part of the detail. I mean if it was clean or with no trash, i wouldnt be callin you out here. But then as a business owner, if its tooooo much trash, then i must charge because time is money
What about the clients time? Tired of this younger generation. If you don’t kiss their behind while paying for a job plus a tip. They think the customer has an attitude? I think you wasted the clients time. You should have done what you said you were going to do for the price you quoted. Didn’t you see the vehicle before hand? If not your bad. sounds like the type of contractor thats quote’s a price and then nickels and dimes for every little thing they can come up with. Bad business on your part. Should have done the job and learned from YOUR mistake. Lost a customer/referrals and maybe a bad review.
Regardless how you see it it’s a lesson learned. and I decided to share it so that others can see how it really is owning a business. And sometimes we make mistakes and I’m not afraid to express it get opinions and grow from it thanks.
Where is your successful business at? Don't tell us some lie, anyone can write that they're the CEO of whatever. Show Us. Make a Video. Then we can judge all YOUR decisions and call them all mistakes cause we feel like it. No? I didn't think so lol.
Hey that’s your opinion. But if your not out here in the field you don’t really know what your talking about. That’s like going to a mechanic shop and telling them you should have changed the oil since you was changing the transmission fluid. Your telling someone how to run their company.
@@antarahibnshaddad7725 maby I did but guess what never a loss always a lesson. I will def handle the next customer better. I appreciate your input and taking the time to write.
It’s either the cheap picky person, or the wealthy person who wants everything for one price and that’s the final say. Amazes me how people even in business fail to understand the value of time.
Us at Vickie V's Mobile Detailing, we send out a message that reads, "Please have all personal belongings removed from vehicle upon arrival, car seats, etc.".... we will charge service fee if not
How much is ur fee?
@@Venom_Dvbz $15
I really like your attitude and very humble approach to lessons learned over the course of running your business. Being explicit with the customer is key. Great work!!! God Bless you and your business.
Bro, don't let it get to you.. Rich people are like that all the time. They say stuff they don't even mean or don't know what they are talking about because of whatever they are going through or just simply feel entitled and snobby.
Bro that’s No excuse to treat others with bad attitude bc your day is going bad. Hunter addressed the problem are his attitude to prevent other future detailers to have to deal with the clients attitude, if he didn’t addressed it the client will keep on treating others the same way hinter got treated. Don’t have that mindset “that’s it’s okay he’s having a bad day “You can’t let anyone walk over you.
@@noel3466 Yes, i agree it's no excuse but you don't understand my point. I meant to say he could of still kept going with the detail AND of course defend himself in a civilized manner. It's possible to make things clear while you keep going with your job. Wayne knows Love covers a multitude of sins. So i would just go from there.
@@noel3466 I've heard multiple stories that people are rude or cold because they just lost a family member, even a child, to finding out their spouse cheated before going to work. For the guy to give him a $100 leads me to believe he probably was going through something at that moment.
@@SidewaysInTraffic BS that is such a small minority of cases that it doesn't even count. Most people are just assholes.
Great video! One thing I have learned in life is that people will to take advantage of you if you allow them to. You did the right thing!!!! Ultimately customers like this are never pleased, they will always find issues with your service. Props to you for taking a stand and walking away from that customer.
Wrong. You should've done it this time, then advised him on the next go around, there's gonna be an extra charge. Sometimes you gotta win customers.
Atta man! No amount of money is worth disrespect. I always tell my customers to remove anything they don’t want in the trash out as I am not responsible for their belongings.
Absolutely done the right thing by shutting the detail down…. Keep up the content brother! Always smashing it 🙌🏽🤝🏽
Thanks Wayne for letting me manage your TH-cam channel
You could have handled it better. It was a paying customer, attitude or not he’s paying. I’d be a little frustrated too if one expectation was set and when it was time to pay that expectation changed. You could have prevented it by requiring photos for appointment setting or by sending a message out ahead of time of the things your team requires a client to do to perform a detail. If this is his first time with you, how is he supposed to know what to do? Communication.
Maybe his last detailer always picked up the things and moved them for him and the guy paid extra, who knows.
All we know is he made a smart remark, didn’t threaten anybody (based off what you shared) and y’all took it as disrespectful which you’re entitled to but in my opinion was the wrong approach.
It’s business, all business, no feelings.
You don’t understand because you may not work in this feild… when a customer disrespects you before you have even started up the detail, it sets the tone for how the payment process, walk around inspection, and many other things will go at the end. When you run a legitimate company you will understand that you’re not here to be stepped on and disrespected. If you chose to show disrespect towards me and my team before the detail even starts, then we do not need your little $300 and you can go elsewhere… Simple
@@LanceWilliamson8 yes 100% don’t take crap from nobody !
there are times a customer deserves to be fired as a customer.
Doesnt matter if he's a paying customer, he seems to be an entitled piece of trash so yea no detail for him it is what it is.
@@LanceWilliamson8 im a real businessman. I wouldn’t have charged a good customer for pick up trash and belongings during a car detail. I would’ve done it fit free that time and told him that next time there would be a fee. You are getting paid to detail a car for 300$. I would expect an obstacle or two at that rate. He handled it wrong in my opinion.
I'm not dealing with customers bad attitudes. If you can't be respectful, I'm walking. If you don't respect my time, I'm walking. If you don't respect my work, I'm walking. I learned long ago it's just better to lay down the law with people. If they don't like it, they can do the work themselves.
Not judging you at all bro, I worked as a X-ray tech for 17 years so I am very familiar with dealing with every kind of person, economic status, race, etc.. Since y’all had already bagged the majority of his stuff, I like to think I would’ve told him this time it’s on the house, but next time it will be a charge. Also I would tell him after I’ve received my money from him. Always remember when dealing with people, they usually mirror the emotions you/we project. If anyone is acting upset or annoyed one can try to improve the customer’s mood by trying to be accommodating and nice. I could be wrong but I think the worker that suggested to charge for that service his ego got in the way, I totally get not wanting to move private and personal things. But every once in awhile it won’t hurt. I love your channel bro. God is first in everything! Jesus is King!
There would have never BEEN a next time. He would have gone with another detailer cause he's a cheap and petty POS person who doesn't care about anyone but himself. His fragile Ego was completely destroyed because he was in the wrong and didn't bother to even look at the website to see what services he was buying.
You are correct on how you handled the situation. Alot of people treat their vehicles as if they were living in them. When I worked at my neighborhood carwash i would see stuff like that all of the time I know that its a difference between a carwash and mobile detailing.
When I come into a interaction like this, I am the most respectful, even when customers do have attitude. But its until they disrespect me or my business and then I do get a little petty back👀
Man even when I do my family cars I tell them make sure they pick up all personal items. Cuz if I do it idc what it is it’s all going in a bag.
Ditto on that. I work part time for a deslership. I tell the service department to notify customers to remove all personal items. Phones loose change etc. I will not touch baby seats that is the responsibility of the customer. I dont need liabilities coming back on me or my colleages because they werent installed properly.. Ive had my share of bad details in the past dealing wirh the garbage rotted food and soiled undies. Yup tbats right nasty drawers. And i thought i saw it all.
Oh, and foot prints on the headliner.
I had this happen a few times while detailing. Showing up to a detail i dont want to touch other belongings. Its a weird feeling to move, plus indont want to be responsible for it. So to avoid this in my CRM it will text clients 24hrs prior of the service to remind them of the appointment but also to let them know to have personal belongings removed. This has helped so much. Still have a few here or there, but i helps for sure! God bless Hunter! Keep up the hustle. Dynamic Details from Raleigh North Carolina
How can I get a crm? What is it
Thanks for the shoutout bro‼️ 2:46 I’m honored to have been able to work with you. I definitely gotta come back and we got to shoot some content together‼️
It happened to me a couple of times, so on my website, I have the client check off required fields during booking and I have a disclaimer disclosure explaining- travel fees outside my radius, loose items, excessive dog hair and debris. I even have a video, photo use disclaimer, and the client can't proceed with the appointment without checking off that they read and agreed to the terms
What I tell customers when I set up the detail is please remove things from the car that is not garbage but leave the trash that way I don’t have to guess what to keep or throw away.
This gives them the opportunity to actually start the habit of cleaning out their car. Every time I arrive it’s clear and if a place is not clear I won’t touch it and I won’t ask if they want it clean.
Wayne, first off I love your content and appreciate your attitude and approach to detailing. I’ve learned a ton from you that I’ve implemented in my own business.
I think you nailed it, in terms of what you took away from this experience. It’s very important to make sure that your customer is crystal clear on 1) the service they are receiving 2) the exact price 3) and the expectations on delivery.
This entire experience could have easily been mitigated with a simple disclaimer to remove all personal belongings from the vehicle prior to the detail start time- if not, make sure they know they will be charged. Also, on the phone, it should have been communicated exactly what you were going to be doing during the detail. THEN a follow up in written form (email , text , etc ) to again outline what service is taking place, the price, and any other pertinent information.
I always do this in my business and lean on it to reiterate to my customers what we will/ won’t be doing.
Keep hustlin out there. Much love and respect ✊
Thank you for being truthful in your title. Some TH-camrs would have used it as clickbait and talked about something else. Great story, unfortunately lesson learned.
Real detailers know why they workin so fast back there. Great Video!!!
I always tell my clients to take their car seats and bulk stuff out the car before bringing it to me. They always do.
Amen 🙏 brother you stuck your ground I have Done that 3 times not that I want you or you wanted to. I feel people have misunderstood but it's ok with in time. God bless happy detailing.
As a business owner myself. I could sympathize on both sides. Unfortunately, you made an incorrect "initial estimate" by not thoroughly checking the vehicle. I would have just taken the loss of money. Emphasizing to the customer that the extra fee will be complimentary this time but will be charged on cthe next visit if the vehicle is not emptied beforehand. For a team of three people it would have realistically taken an extra five minutes to empty the vehicle. Now you have lost a future returning customer, referrals, revenue for the day, negative social media reviews, etc. Business decisions are tuff to manouver. We live in a very competitive market. You're in a service related business. Please take this as constructive criticism not a bantor on your hard work.
There’s some truth to this. Had the customer been quoted ahead of time without the visual inspection together, and then when he got there was told about the extra fee - that would be understandable.
At the end of the day this was a very bad customer so they needed a reality check it is it what it is.
We will do the same thing at Carter’s Mobile Auto Detailing too! you did right Hunter.
Thanks Hunter for these type of videos. You don’t even charge for them. Through the lord he has brought me back to you. Thank you
Ehh i feel you but i don't. I get this all the time with recurring clients and i do quietly charge for it. sometimes in business you gotta suck it up and deal with these entitled customers.. The guy agreed to pay extra for you to move it. Sounded like a customer with money. I thrive off of people like this in my mobile detailing business. yeah they may be assholes but fuck em i'm still gettin paid
yeah he was just expressing his feelings just say ok thats what it is and get to work
I bet this didn't even happen
@@clintsaines9274Why would he lie>?
I put up with it 98% of the time but this one I had to walk away. I def hear you though thanks.
@@HuntersMobileDetailing i still respect your decision to leave. for me personally i just try not to let my small character flaws get the best of me in hot situations. i have learned and still learning to put my pride aside and just do what it takes to make the $. everyones different. keep up the good videos brotha and god bless
Once they start playing head games it’s definitely time to shut it down. Fire video 🔥.
Hey Wayne! Love your videow my brotha keep it up! That's why I try and stay away from emotional people,..men in particular.
People just dont understand thatthis is NOT a car wash 😂😂
THAT WAS A REPEATED ISSUE WITH MY 1ST TIME CLIENTS... I EVENTUALLY DID LIKE YOU SUGGESTED, AND MADE SURE THAT ALLLLLLLLLL MY CLIENTS WERE NOTIFIED TO REMOVE ALL LOOSE ITEMS FROM VEHICLE, BEFORE MY ARRIVAL... I DIDN'T WANT TO TOUCH ANNNNY OF THEIR LOOSE ITEMS...
We charge for everything especially is they have all their personal belongings and it’s on our website
If he paid $100 dollars just for showing up, it’s sounds like he was just having a bad day. He did respect the time.
You don't get it. This guy was rich as F. The $100 was an insult. "I'll pay you peasants $100 anyway, that's just how much more $$$$ I have than you!" It's the only thing he had, because at the end he understood he was in the wrong. Straight pettiness for his ego getting hurt.
You should’ve completed the job brother. That was easily $400 that you let go. Who cares if he has an attitude, he’s paying, you don’t know what he’s going thru…. Completely disagree with your decision. Who knows, after the detail, he could’ve been happier with the results.
Thanks for your opinion it was the first time I’ve walked off on a job. I think you would’ve had to have been there to really understand but thanks.
Some jobs are not worth it regardless if they’re paying high money or not! Lesson learned more jobs ahead!!!
@@HuntersMobileDetailing I get it each situation is different. Regardless I love what you do and I’ve learned a lot from you so keep it up man 💪
How did you KNOW he was paying huh? No $$$ had been exchanged at the time of this interaction. People with an attitude from the start are the ones most likely to complain that the job isn't "Better than New" and try to get a huge discount or not pay at all.
Some of this is on you. You should have stated before arriving that large items have to be removed first. Also, always do a walkthrough WITH the customer to confirm prices and expectations before starting anything.
HEY HUNTER LOVE YOUR VIDEOS YOU SHOULD DO A VIDEO ON BAD WHETHER LIKE RAINY DAYS WHAT SHOULD U DO IF YOU IN THE MIDDLE OF A DETAIL AND IT RAINS OR WHAT DO YOU DO IN THE WINTER TIME
i tell people RELIGIOUSLY to clear out your car of personal items and any trash the night before
i charge $25 per row if im on trash pickup
Just found your channel bro, thanks for the honest work you do💪🏾💪🏾keep at it
So how’s this idea-
What IF, you factor in all possible charges that you can think might happen Before hand, from the jump. Then when you’re doing the job you subtract some of those services that you really did not have to perform. That way when you tell the client the cut down price, they’re excited for the lowered price on top of seeing their vehicle looking like new again? Idk- Just wondering if that would work? It’ll also weed out cheapskates from the start. ??
Wow that’s crazy but it get deep out here (pause) when these customers act like we a lesser person cus we cleaning they shit!!! Let that soak in to every detailer in the game!!💪🏾💪🏾💯
I've got a terms and conditions tab on my site that I have scheduled clients read and text me that they accept my conditions. I've had to spend 45 minutes cleaning out a bunch of items from someone's car and after the detail and leaving they text me "he did you see a paper in their, it's an Important document" I'm thinking, there were countless balled up papers in the car.... I just never answered and created the $75 clutter charge
The other problem is if anything gets broken or goes missing or you get accused of either one or both of those things by the customer. Even Eric the Carguy mentioned in a video that people need to stop leaving guns and drugs and other things in their cars when bringing it in for service.
I would of done the same thing brother & No! The costumer its not always right!
Dont let anybody step over your work, time & skills🔥🥳
When customers tell what your service SHOULD include for whatever price they throw out, automatically going to be a horrible customer not worth doing business with.
I appreciate this video I go thrw the same thing with ne customers
time is money brother i think you handled yourself well! maybe send out a text in the future saying take out belongings or an additional fee of $50 will be applied...or something like that. Keep up the good work brother
you handle that the right way my brother
I’m no longer doing this and I think for a couple of reasons one because I didn’t advertise I didn’t try to get people etc and I don’t like interior details hate them idk why just don’t like them I love doing exterior details I’m thinking about doing just exterior like a mobile “car wash” but better do you think I should try to get back into it I’ve got all my supplies just haven’t done anything.
you handled it well brother i’ve had friends who drop off cars and i’m like alright easier for me but leave all there belongings in it
I’ve been in this situation but with a more disrespectful customer (claimed he could go to a gas station car wash for $5 and clean it himself) lived in a GATED community……
My question is, how did you not see all of his things on the floor when you were reviewing the car with him initially? I would’ve UPCHARGED him then and there. Regardless, that customer was being unreasonable and rude.
Nah you should tell your customer upfront to remove everything especially because sometimes it's the customers first detail and they don't know to prepare their vehicle first
Had a ex client who always wanted freebies and always tried to set the price and compare to automated car washes. Older fellow with poor attitude and demeanor lowkey felt disrespected because he was always trying to pull the seniority card and would not listen and disregard everything I say because I’m young and hes a older cat had to cut him loose and he still tries to call me to this day. No your worth and no your time and don’t allow people to set YOUR PRICES for YOUR WORK. Don’t charge for the work charge for the outcome.
You should have already made clear to him BEFORE coming out what he should have expected from you and what you expected from him. By having everything laid out, there would be no surprises. Obviously if you did and there was additional stuff in the way, then you could easily say something like “as stated you have this and that and we can charge x amount or whatever but Always make you expectations known
The personal belongs drive me crazy. It’s every detail! Maybe I’m more courteous than most but I’d assume my belongings should be out the vehicle, prior to the detailer showing up.
Sounds like you did the right thing 🤷🏿♂️
Yeah man my number one golden rule is the only rule !!! Please have the vehicle ready when I get there take all clothes or personal belongings out of car and phone chargers papers that’s not part of my job or I gotta charge
HUNTER….. do NOT CHARGE for that, make it MANDATORY that ALL customers remove their belongings before the job. DONT MAKE IT COMPLICATED
For me even if a detailer comes and cleans my truck I would still clean the belongings or trash before he comes and details the truck right then and there even if don't want to clean it I'll be cooperative and tell him oh yeah for sure I'll give the clean fee no matter so he shouldn't have gotten so mad
I just dwtailed a minivan which was new but it had so much stuff in it everywhere I just detailed around it all moved everything into the back seats then did a quick once over.. left some crumbs and stuff from moving everything but I told customer it's not perfect because the van is filled with clothes and shoes and toys and books and bags. you want your car cleaned better, then have all that stuff out. I'm cleaning around the kids car seats. I'm not taking it out and putting it back. if you want it done right, remove it all or pay me more to remove it all. that's it.! let them know up front.
Very smart on your part. Not worth your time or aggravation. Chalk one up to experience.
I would have shut it down too
It is not the time it is the energy.. extra energy usage .
You have to be straight up in business and be business savvy because ppl play you...they test you to gain everything for themselves and you get minimum.
That's crap.
There is always the next detail...what an insult to tell you "I send you $100.00"..ppl are unbelievable 😂😂😂
Much blessings 🙌
Extra 50 to 75 to pick up stuff? Seems a bit steep!
I Watched each and every video of yours Wayne and I’m impressed with your attitude towards business. This is my question if he calls you again and says I cleansed up my belongings will you return to detail my car?
Obviously I'm not the person you're asking, but here's my perspective on it: It would completely depend on the customers attitude the second time around. If he was coming at me with the same attitude as before I'd let him know I appreciate it but unfortunately I will not be returning. Now, if he comes out and apologizes and says something like "Hey I realize my attitude earlier was disrespectful and I just wanted to apologize for how I was acting" then I would most likely accept his apology and work out a time to reschedule his detail
From the perspective of the customer, I can see how this exchange could feel like nickel and diming.
Personally, I value a firm quote. If one can't be provided without a visual inspection, I'd like to know that from the get go.
That's why it's critical to explain expectations clearly from the start, so there are no misunderstandings.
Maybe you could have a FAQ section on your website for people who are unfamiliar with mobile detailing (assuming you don't have one already)
Perhaps an automated follow-up email should be sent once an appointment is scheduled to further reiterate expectations.
(EXAMPLE: Please remove all personal items from the vehicle prior to your scheduled appointment time. Failure to do so will result in additional charges.)
In my experience as a corporate ops manager, there will always be glitches, so anticipating them and having the right protocols/procedures in place will save you a lot of frustration in the future.
☝️👍
Due to you listing to other people you lost a deal for 50 bucks what you should’ve done is did your job Cleaning a Car is Cleaning everything from trash to anything that’s what your paid for !! With your Attitude of trying to get rich of 1 deal is not going to get you anywhere. You won’t be able to lock in customers for the long run they’ll find someone else who wants to Work or they’ll just do it themselves and less work for you now since you tried charging $100 for shampoo and 50$ extra for a 5 minute thing. My Advise to you is Stop listing to other Idiots and be yourself bro !! GOD Bless don’t over charge people be fair and loyal
as a person who details b4 i even get the car drop off to me i always tell my clients plz remove any personal belongings bulky stuff etc . now if at that point they request me to sort out and throw it in bags i charge them . i never had issues with my clients and most importantly i always ask for a deposit b4 i even go to them or they even bring the car to me . sorry that happen to you but theres some really shitty people out there
I would've done the exact same thing you said
I definitely agree. Got to charge more for that.
I have lists to remind me of everything because I'll forget and end up upsetting the customer. I did have one detail job where I did a large SUV interior detail and when he dropped it off he left quickly. I opened up the vehicle and there was trash everywhere. I filled 2 large plastic bags just with garbage, and large boxes with tools, clothing, paper work and personal effects such as knives, jewelry, money, personal hygiene items and very personal marital aids. I charged him an additional $100. He was mad, but I got paid.
I really hate those stories b/c I know I'll get one of them one day. You have to be respected, but it's also the fastlane to a 1-star Google Review. Not only will you have "Overcharged" but "Done a Horrible Job Detailing" and were "Disrespectful to my Wife" and a whole laundry list of whatever crap they make up lol. Sad part is, people believe it. Your word vs theirs.
@@Mutiny960 It's a combination of CYA and refusal of service. I'm much more selective about my customers now because I can be, but back then I didn't have a choice. When you don't have a choice you learn to cover yourself with videos, text messages, release forms and as much paper work as you can create. Because when it comes to court cases, they who produce the most paperwork win... usually.
Cheers!
Actually the way i take it is, the guy offered you $100 out of the blue without you asking him for it. That means that he is a responsible nice guy who is not caring so much about the money being that he has a Mercedes G wagon.
The part that i felt could have been changed actually lies on your part as a business owner. In fact I felt you guys could have done better on the service part. When you see a customer has a car full of stuff, they know they are supposed to empty it, but thats where they are depending on YOU to go the extra step and offer to bag it up FREE OF CHARGE. That means not surprising the customer with another out of the blue charge which disappointed and frustrated the customer.
To me that is why he got mad and “had an attitude” was because you should have just offered to do it for him without hassle for the purpose of being a service oriented business. That is what your primary goal should be as a detailer.
On the other hand i wouldnt blame you because i think most people would prepare before hand if they were going to get their car cleaned. But going forward, i think if you see a customer is unhappy in the beginning for any reason, just go the extra mile and help them with whatever they need since you are already there, and do not apply more charges which will further make the situation worse.
If i were you i would offer him a discount next time if he happens to do business with you again and an apology for the miscommunication.
you did the right thing
I dealt with a rich person before and they are the worst! Got all this money and want everything for the cheap! That one person i said i would never do again
Sounds good to me
Unfortunately there are those people, they no longer become your customers. Like you said live and learn, just do you
Good thing u left, the mood he was in sounds like he would have blamed u for something….damage, missing property etc.
You aint wrong! Somtimes you have to fire a costumer the same day like an employee.
Id like to know who coined the phrase "the customer is always right ". He or she obviously never worked with public.
@@rayogrady4349 A horrible precedent that phrase set!! It was some jew who came up with it I can't remember his name though 🤔
Obviously there was much misunderstanding on his part. Did he pay you the 100.00?? If so, then it shows he did respect your time and I think you should give him another chance when you have a hole in your schedule. Personally, I'd thank him for the 100.00 and say something like it looks like we got off to a rocky start but I really appreciate you respecting my time. For that I'd like to offer you X detail at X dollars to show how much I appreciate that. (I'd actually make it 100.00 less. Again, it would be when you had a hole in your schedule.) I'd like to show you how great of a job we can do taking care of your vehicle.
I was in the auto customer relations business for 16 years. I loved the angry customers as it was almost always a customer that cared for their vehicle so was very emotional about their problem. Once the issue was solved (mostly through walking them through a truthful explanation) , it was always those customers that I received the most referrals from and paid me the most money to take care of them and their vehicle.
If he didn't pay then that speaks for itself.
Foster Dad of 10 Foster kids (at a time)
Royal
I do love how you handle the whole approach of your business putting God first in all things.
You did a walk around with the guy, got everything settled, to my understanding. Then after your buddy makes an off hand remark you call up the customer and tell him you're changing what you agreed upon. If you quote a price you should stick to it. I'd rather honor my word than make a few extra bucks and have to work a little harder. Learn from the mistake and add the charge to future clients, before hand of course. Honestly, I'd say more for him paying for a service he didn't get than someone showing up to a job and not completing what was already agreed upon. Personally, I'd rather eat the whole $350 then for someone to think I was tryna jip them. Obviously my personal opinion.
Proverbs(22:1)
“A good name is rather to be chosen than great riches, and loving favour rather than silver and gold.”
Its a 50 50 situation there because time is money but his also a first timer in the next one you charge him. ppl have to win the costumers.
The bottom line is, it's necessary to go the extra mile for customers so they can learn to appreciate it you.
Karens never LEARN anything. They just make demands and b**ch b/c most people don't want the hassle of standing up to them. The bottom line is knowing which customers are worth your time, and which aren't. If you don't know that, then you don't know business.
Sometimes gotta be like that and make them feel all stupid for being petty lol
Time is money 💰
Yo can you send me your panel by panel wash video??
Not everyone is your customer
Leaving at the middle of a detail is very unprofessional he was going to pay it, seem like he was having a day.. you did not care!
From what I understand
Pretty solid just make sure you are very descriptive
Your a great business man
After 30 plus years of being in business, I've been through everything you ever share on TH-cam. Never back out of a job finish the job then set your new rules or ideas you all the time share half-way through a job you want to upcharge that is not professional. Honestly how long can it take to move loose articles from the car. Ive done cars that make me want to puke get it done move on. You have only been in business a couple years it's going to get much worse than a pair of pants on the floor.
You don't run a real business. You just have a job that takes extra work. A business owner realizes which customers are not worth that time. No customer dictates what services you perform at what price. Then it's THEM running the business and not you.
350$ lol clean the inside out yourself and take it to a car wash n wax for 10$ then wipe the car dry when your done the car wash LOL
Also, have in writing that you don't deal with carseats. Carseats must be removed because you are not going to clean them and if you are going to include them that you are not going to reinstall them, that is a huge responsibility for you and you can be sued in case of an accident, so make sure you have it clear on your Detailing services written one way or the other.
Bro .. being a mobile detailer and charging a travel
Fee!!🤦🏽♂️if you were smart you would be discreet about that and maybe charge a bit more 🤔… that’s like charging extra for tire shine😂
Can you add that in red letters on the website brother?? Lol or when the text message gets out to the customer when they book it can be said on there to pick up everything from the vehicle.
I can understand both side. As a customer, you would think pickin up trash is part of the detail. I mean if it was clean or with no trash, i wouldnt be callin you out here. But then as a business owner, if its tooooo much trash, then i must charge because time is money
Damm u get 250$ for a in&out??
What about the clients time? Tired of this younger generation. If you don’t kiss their behind while paying for a job plus a tip. They think the customer has an attitude? I think you wasted the clients time. You should have done what you said you were going to do for the price you quoted. Didn’t you see the vehicle before hand? If not your bad. sounds like the type of contractor thats quote’s a price and then nickels and dimes for every little thing they can come up with. Bad business on your part. Should have done the job and learned from YOUR mistake. Lost a customer/referrals and maybe a bad review.
Regardless how you see it it’s a lesson learned. and I decided to share it so that others can see how it really is owning a business. And sometimes we make mistakes and I’m not afraid to express it get opinions and grow from it thanks.
@@HuntersMobileDetailing Cool. Thanks for your reply. Good luck with business.
@@TresAmigosDenver 🙏🏾
Once again you start at $250 and up charge %50 almost 2 years in and your still making rookie mistakes
Bro what are you talking about? The up-charge was a shampoo extra $100 (he added). And then to pick up his belongings $50 You got me confused.
Where is your successful business at? Don't tell us some lie, anyone can write that they're the CEO of whatever. Show Us. Make a Video. Then we can judge all YOUR decisions and call them all mistakes cause we feel like it. No? I didn't think so lol.
Naw if I pay 300$ for a detail, it better include cleaning up dog shit ! Fuck that ! 300$ covers everything!
Hey that’s your opinion. But if your not out here in the field you don’t really know what your talking about. That’s like going to a mechanic shop and telling them you should have changed the oil since you was changing the transmission fluid. Your telling someone how to run their company.
@@HuntersMobileDetailing that was a small obstacle for 50-75$ fee in MY OPINION. Do your thing bro. You lost a good customer in MY OPINION
@@antarahibnshaddad7725 maby I did but guess what never a loss always a lesson. I will def handle the next customer better. I appreciate your input and taking the time to write.