In order to set yourself up for success in the detailing industry starting off on the right foot with your customer interactions will allow you to have amazing customer feedback and keep them coming back to you time and time again.

When customer are calling you or stopping at the shop it’s always best to start off your intaction with on positive message or question. We can always ask, “what can we do for you or how can we help” but be different, talk about the weather or a local sports team find that connection with your customer right from the very start. This strategy will allow you to stand apart from the competition building rapport with your customers.

The next 2 steps are the most important because if you fail to do this you can not achieve success. Firstly, ask them what it is they need help with. For most of us they will be looking for some kind of service whether it’s a wash and wax, gloss enhancement package, interior refresh, steam cleaning and odor removal, paint correction with coating, and much more. Never assume you know what they want! Asking open ended questions can get you much further and help you decide on what it is they will need as far as service is concerned. “So Mike I heard you say you would like to have the interior cleaned, tell me about some areas you would like addressed.” This is were you need to be actively listening to your customer they are going to tell you the exact issues they want taken care of with the vehicle. Taking notes physically or mentally is a great idea. Validation of the issues they have told you will let the customer know you were listening to their concerns and needs. This will then help you build the connection and trust with the customer even further.

After they have have told you all the needs and concerns it’s now time for you to collect the information and make your recommendations to their needs. Within this step you will be calling to attention the concerns they told you for example, “Mike what I would recommend is stage one correction for the exterior. This will remove all the light to moderate swirls that you have mentioned but it will still leave behind those deep scratches on the paint.”

When making the recommendations you are also setting up the expectations of what will and what will NOT be addressed or fixed. Setting the proper expectations will reduce the chances of a customer coming back or calling with issues of something not fixed. If Mike is only getting a stage one paint correction it’s importamt to emphasize there will be this deeper scratches remaining after the swirls are removed. I would suggest then in the event you book over the phone do this in person with the customer again. Discuss what it is you recommended along with what the services will and will not cover. If they have staging on the interior but they aren’t getting any service that doesn’t include stain removal be sure to tell them. At the same time make the recommendation that they can have that addressed with a stain removal service. Reality and real world presentation is key.

Fianlly when your all wrapped up and you have your appoint set or the work complete greet them with a smile, thank them for the business, but always invite them back!