Calling Other Detailers as a Customer... Can They Sell Me?
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- เผยแพร่เมื่อ 18 ต.ค. 2024
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Professional detailers are often INCREDIBLE detailers... and not so good when they speak with potential customers. In this video I call a professional detailing business as a customer to see how the detailer walks me through the SALE over the phone!
Here's how the call went:
As soon as he answered the phone and I explained I wanted a simple detail, we jumped DIRECTLY into packages and pricing. Unfortunately, most of the time this confuses the customer. Professional detailers understand detailing language, but customers do not. When a customer is presented with 3 different packages & pricing, most of the time it only serves to confuse them.
After being presented with a few packages, the detailer started explaining to me what made these packages different. The problem with this approach is simple: All I know as the customer is that I want my truck to be cleaned and shiny... but now I'm having to understand the difference between packages, and try to decide which one is going to give me the result I am looking for. Rather than HEAR what the customer is NOT saying, most detailers simply respond directly to their questions.
Finally, I started to negotiate. Why did I haggle on price? Well... sometimes real customers do this! I wanted to see if the detailer would settle on his prices, and rather than adjust them for me, he would explain WHY the prices are what they are, and use it as an opportunity to sell me on value.
This conversation is a fantastic example of how most conversations go with detailers on the phone, and afterward, we critique a few things that could have been done better.
*Voices in this video have been changed from the original, and no business or personal names/information were mentioned or included to maintain privacy
We thought you may have left TH-cam. Glad you are back making videos!!
I could never leave :D Glad to be back my man
Why would he? That's how he pays he bills from TH-cam
We were all luking for him
Hi there Luke, I have been detailing vehicles for 35 years. I love watching your videos and content. I hope that people that visit this channel really appreciate all of the Golden advice that you are giving them for free. Keep up the great work and God bless.
Ashley's Detail in Oklahoma City.
Best video ever. I come from a customer service/retail background so I know how to talk to customers about what they want and how to give it to them but this was a really good video for learning more in depth as far as explaining detail speak
Priceless advice for detailers. Quality videos man. Thanks very much from Ireland 🍀keep up the good work
Thanks Paul! Great to have you
Starting a detail business and you are by far the most knowledgeable professional love your content🤙🏼
Glad you are back Luke, your videos help me so much with my mobile detail business. Thank you for everything!
I feel nothing but authenticity with this guy, may the universe bless you my dude💪🏼
New videos lately, sweet! Keep em coming, Luke. We need more of your amazing advice
I completely agree with what you’ve said. I never go into package mode. It’s always key to understand what the customer is looking for, what vehicle they have and based on their responses you can then say ‘ok, well based on what you’ve just told me, you are looking at package X and this is the price based on the condition of the vehicle’. Much better in my opinion to do things this way.
That helped out a lot, thanks! Same with this video.
Great points Luke. Many detailers are good detailers, but not so many are good salesmen. Therefore, they'll possibly lose business to a lesser qualified detailer, simply because that person was a better salesman. Taking some basic sales classes would benefit a lot of detailers. Maybe from someone like you, maybe?........
We as Detailers will get 4/5 calls a day like this just for someone to book with the guy who is able to do it for $100 in their home garage that runs the paint w a high speed buffer and leaves trails all over the car lol. We need more detailers like you. Sturdy pricing, telling it how it is. What they want. What they NEED. Professionalism. Maybe some people can pick up some tips from this video.
Lol….what do you expect them to do for 100$?!?😂
I love the way great business principles. He must gain a ton of trust with people. Love it.
I always ask the customer what their concerns are and what their expectations are. From there we can work on pricing. I dont over promise just to get the business. You have to set a limit somewhere.
Wow, I may be over commenting but honestly the awkward joust that is the phone call w the person who doesn’t know JACKKKKK about detailing is such a struggle, I’m going to implement this!
Good tips Luke! I’m loving the education aspects. I have worked jobs that revolve around explaining things to customers. Communication is key and you always all them to tell you their issues and you come up with a plan that fits their needs.
This was a unique teaching approach, well done.
My approach is very similar to yours. I also ask to see the vehicle to evaluate the vehicle condition and give an accurate quote and then ask where I can see the vehicle. If someone is really interested, they ask me when they can stop by o I can evaluate the vehicle. If they answer with "it's not that bad" or hesitate to give an address so I can go there, it indicates that they are price shopping or will be a problem customer.
On the other hand, you can also have an educated client that is unhappy with their present detailer and knows all the "buzzwords" and have knowledge of the process. In that case, I engage them in conversation and get the job.
Also here one thing to help detailers out. Remember we are customers we are people so what you should do is talk to the customer not like a customer as a robot but try talking to us to get to know us once you can get to know what we like and who we are it’s a lot easier to sell us on something that you may be offering. Yes and no! You may not talk that great but if your work can speak for itself that’s volumes that means more value I can see the value in that. I can also see the value in a good mouthpiece but the end of the day the results matter
I have an edge as I'm a professional in customer service as well. The important take away here is talk to people like people. They are not detailers. The key to sales is customer repor and if people like you, they want to buy from you. You need to sell yourself and everything just flows. Lingo only makes you sound smart to another detailer and they don't need your service 🙂
You’re an awesome teacher! I appreciate ya man!
Great job explaining customer focus/SPIN selling 👏🏾. Please do more of these
Great video my man, I learn something new everyday!
Glad to hear that jason!
Wow! He really bumped it down to $200 without even seeing the vehicles condition. That's crazy!
He should really be saying a starting price not a set price. "Car hasn't been detailed"
Upsell it and get $250+
Need it polished? Great....
You shouldn’t charge people different prices on condition. Unless it’s really a distaster you should have a set price for the normal wear and tear. Your going to charge someone 120 and than charge someone els 200 for the same thing cause one had extra garbage and some more stains?
@@LaRoseDetails Agree 100%! Brand new mint condition with 100 miles on it, or 5 years old with 80k miles on it..should be exactly same price, unless it's 5 years old with 80k miles literally never once cleaned work truck or something 'special' like that.
This changed my whole perspective
You’re teaching me so much, thank you.
Awesome way of explaining things
At that point maybe Jimmy might benefit from a thoroughly cleaned exterior, a quick one step polish over the worst areas, and a spray on ceramic wax, with a basic interior cleaning that has some extracting for the problem areas. Maybe I'd throw in some protection on the leathers,vinyls, and plastics just in case I do that truck again.
you should make another video about closing on the phone.
Hi, quick question - What do you do in regards with connecting power and water supplie from customers. Do you have a spare garden hose in the van to connect to an outside tap if the customer does not have one? Any issues with power or is it just hand them an extension to plug in? Thanks
Fantastic content Luke!
We appreciate the videos love from Dallas tx!
Glad to put them out my friend! Are you doing mobile detailing in Dallas?
Yes sir! My new business name is
Saucedo Detailing !
I’ve learned so much from yourself and other Detailers that I started from ground zero to where I am now. I’m currently no where near my goal but 2022 is our year for it all!
Side note I just got rained out of my detail so I’m watching this at home now lol 😂 🤙🏼
5:11 i laughed harder than i needed to
Hey, Luke
Just answer all all my questions on how charging price chart works,
I'll definitely be attending September 15.
Do another one of these videos, please. It was very helpful!
Excellent video Luke
Always value, just need a notebook 🎉🔥🔥🔥🔥
🙌 This! Perfect advice! Thank you!
Watching this is like watching Leo in Wolf of Wallstreet 👏
This makes me so happy I'm coming from a hospitality background. I'm great with customers in person and over the phone. I just need to get more comfortable over the phone though. I wait tables full time so i'm not answering many calls. It's slow enough now where I can. I'll be picking up the phone more to get comfortable speaking on the phone. My customer server "voice" is on point but I also care if they're having a great dining experience.
Some don't know what they want and ask me. I always recommend something I personally like. I don't automatically point to the most expensive item. (A lot do)
We're mainly a seafood restaurant. Are you looking for a white lean fish? A more meaty fish like a Mahi?
Depending on the wine/drink they order I recommend something that will go good with it.
Something light? I'm asking what they want. I feel like you have to have a sense of what the customer wants. That customer may just want an exterior and doesn't care to listen about full detail packages. Read your customers. Great hospitality makes you money and you get recommended to their friends. Down here in SWFL, word of mouth is big. Lots of folk retired that want their cars looking great. They tell their friends and so on.
My goal is to get some of these retired people on a maintenance plan.
Edit: I'm also working on the business side of this. I can detail but what's the point if I can't get any cars?
You are right you do not Dive Right into package
That’s Fast Freddy from Arkansas 😂
Good content. I like this segment.
Could we just send them to the well oiled landing page state we can deduct a service to fit your budget and needs
Super helpful for real !!
Great job
Super helpful!
Dude what state did you call? That one dude how he said vacuum and winders lol.
Excellent info!!
Where did you order your jacket with the logo? Love it
It feels kinda wrong getting there hopes up
You should do another SuperClean giveaway Wilson.
Great advice - thanks!
I charge $100-$200 per hour depending and I primarily only work on exotics. Thankfully due to that, word of mouth brings majority of my business. I sell it like this: your car is a canvas, I am an artist, the materials and products I use are like my paints and brushes (I only use Feynlab products), the amount of money you’re willing to invest will determine the amount of time I can spend on my craft. Do you want a stick figure illustration or a one of a kind masterpiece? We only do one of a kind masterpiece work and we don’t pander. I usually get the client to name their price and I deliver the highest quality work I can within the time frame they have afforded.
Fecking gold right here
Nice one luke
Thank you Wilson for the video is great 👍
In other words keep it simple for the customers
great video. hopefully the guy on the call sees this and takes notes! haah
More of these videos please. This is an area I’m SO nervous at. I’ve made me website so easy to book online, and geared things so much that 70% of my bookings come from the website, and scheduler. But, I really need to get better on the phone, and how to handle the phone calls, and this video helped, but would love to see more evaluations of other detailers and what they are doing right and wrong would help guys like me who are doing good, but always want to do better. Great work man!!! Best of luck in 2022!!!! It’s going to be a great year for all of us, I feel it!!!!
Example of a challenging call I had this week. A call from a sister looking for a detail for her brothers birthday. I had trouble closing this one, because she didn’t know the condition fully. I always try to recommend the best package, so I left her with 2 price points, with and without wax, and I left the decision on (How much you love him) and we laughed. Because I said I’d do it without thinking for my sister, and for my brother, I’d pay the Detailer to show up and hang an air freshener in the car and say have a good day, lol. But I already try to evaluate the condition of the car over the phone the best I can, and give them one option and price point based on my experience. I don’t do partial cleans. They either need stains removed or not. Or want protection or not.
Great video
How about a perspective of the customer and appropriate tip
That’s great!
Grant Cardone style training 🙏🏼
Good stuff!
It's about getting comfortable on the phone and price shoppers is a great option to upsell them. You haven't even seen it?
Scratches? Don't care. Ok.
Interior is hammered. 📈
Dog hair is extra $40. Because he never mentioned it to all.
On site is $295+ Trunk pressure Washed is extra.
Be a buisness. Explain and tell them the process and he will understand.
Waxing is the easiest part
I detail RVs and waxing is cake unless you need oxidation removal.
Great video
Bru thank you so much
Soooo Detailers plural….. only one Detailer was called……
Sounds like mike tyson
NSB AUTO DETAILING &PAINT CORRECTION
super usefull
Good stuff
Ive always wanted to do this but ive never had the guts XD
Can send me a link
Would never of spent that much time on phone with customers especially negotiating prices..I understand this is fir education purposes but real world after the 5 th question shop would of politely hung up...Be polite be Respectful but firmly cannot quote prices over phone.offer to send online menu but insist in seeing vehicle for proper quote..guarantee your definition of cleaning is different then theres..
I work in the electronics industry and what Luke is saying here is so true! Customers generally just don't know what they want or need. They may even sound like they do but unless you go the distance and really understand their circumstances, budget and expectations (helping them reflect on all of that at the same time) you'll either alienate them entirely, leave money on the table or supply a product that won't meet their real needs. They won't come back and possibly tell other potential prospects to stay away.
Second!
Third
I don’t think this is a good idea, these people are trying to run businesses and you are wasting their time for your TH-cam video.
This was a great idea. Taking time off from a detail to answer the phone is part of the game.
Awesome advice, I'm looking into starting my business soon and these will be incredibly useful tips for talking to people, cuz I'm currently a mechanic and not that used to it lol
This was awesome
Super helpful