Need advice...How do I politely turn away a potential customer?

[david b]

Just some quick background - been detailing part-time(seasonal - I'm in the upper Midwest) for 3 years and have a pretty solid customer base, mostly repeat customers. Then I get the call out of the blue from someone who wants the interior of her minivan cleaned up and she says "it's not that bad" - yeah, right! Been there, done that and it's no fun.

The question is - how do I send her to the 'other' guy and let him deal with that mess and do so in a polite manner? Btw, I think Mike P has an article here somewhere talking about turning down certain jobs.

Thanks in advance,
David

[Mike Phillips]

I do have an article on this and I cover this in all my classes (along with a ton of other tips and techniques)


The learned skill of turning detailing work down by Mike Phillips


It's real simple, just say your schedule if full but you have a buddy. And really have a buddy.


Yesterday, I gentleman asked me about removing the 10 year-old PPF off the front of his Porsche, which he just purchased from another person. He got a good deal. But part of the good deal was a baked-on, scratched-up, clear bra on a black Porsche which looked horrible.

I thought about taking the job but I didn't feel like messing with removing the PPF so I told him I had a buddy and gave him the contact info.

[DetailKitty]

I've had to do this many times...

I tell people I don't do interiors. Period.

And I don't... it's not a lie.

[sudsmobile]

Just some quick background - been detailing part-time(seasonal - I'm in the upper Midwest) for 3 years and have a pretty solid customer base, mostly repeat customers. Then I get the call out of the blue from someone who wants the interior of her minivan cleaned up and she says "it's not that bad" - yeah, right! Been there, done that and it's no fun.

The question is - how do I send her to the 'other' guy and let him deal with that mess and do so in a polite manner? Btw, I think Mike P has an article here somewhere talking about turning down certain jobs.

Thanks in advance,
David

So you don't actually know the condition of the minivan?

[LSNAutoDetailing]

Likewise we do not do interior-only jobs. Because of this, I have a buddy, and it's a win/win for everyone. My buddy gets work, the customer gets what they need, and I leave the customer with a good customer-service experience. And that is the most important thing, even though they didn't do business with you, they still have to feel they got excellent customer service from you.

[DetailKitty]

Likewise we do not do interior-only jobs. Because of this, I have a buddy, and it's a win/win for everyone. My buddy gets work, the customer gets what they need, and I leave the customer with a good customer-service experience. And that is the most important thing, even though they didn't do business with you, they still have to feel they got excellent customer service from you.

This is probably the best scenario... you and your buddy give each other business. AND the customer thinks you are truthful and not greedy so they will (hopefully) come back to you with a job you do want.

[DScherer14]

I just price way high.
I love interior that just need vacuum blow out and ONR wipe down...
I don’t really like them where you’re covered to elbows in grime, so I try to only do those for $500+


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[fightnews]

Just some quick background - been detailing part-time(seasonal - I'm in the upper Midwest) for 3 years and have a pretty solid customer base, mostly repeat customers. Then I get the call out of the blue from someone who wants the interior of her minivan cleaned up and she says "it's not that bad" - yeah, right! Been there, done that and it's no fun.

The question is - how do I send her to the 'other' guy and let him deal with that mess and do so in a polite manner? Btw, I think Mike P has an article here somewhere talking about turning down certain jobs.

Thanks in advance,
David

Just say you don't have the equipment to do Interiors

[david b]

So you don't actually know the condition of the minivan?

Not sure what this means? EVERY minivan that I've seen has been trashed...just the nature for that type of vehicle in my opinion. In fact, dealerships near me include it as part of their new vehicle promotional material - "...our minivans come standard with cruise, tilt, air, crusty french fries, melted Crayons, etc...come and see us..." (Sarcasm alert)

Thanks all for the feedback!

[dlc95]

I've had to do this many times...

I tell people I don't do interiors. Period.

And I don't... it's not a lie.

Likewise!

If someone wants that, I contract it out to my trusted associate, and he will perform the service with me.