Follow-up on my Unique Detail. “Lincoln Nautilus Hybrid”

Why Good Communication and Great Customer Service Are Key to a Successful Business!!

Last week, I told you guys about the upcoming service on a Lincoln Nautilus Hybrid with a comprehensive detail and protection package. Despite receiving a quote from another detailer that was less than half of mine, this customer chose to trust my expertise and brought the vehicle to my shop.

She dropped the vehicle off on Monday afternoon. However, the very next day, I fell ill with Covid. Recognizing the importance of transparency, and good communication I immediately reached out to her, informing her of my situation. I offered her the option to pick up the vehicle and seek another detailer if she preferred, but I also explained that, due to my illness, it might take until the end of the week for the job to be completed. (at the earliest)

To my relief, she was incredibly understanding. She wished me a speedy recovery and asked me to call her when the vehicle was ready. Coping with Covid was and still is challenging, and I am still feeling the effects a week later. By Friday, I managed to work on the vehicle a bit, but I let her know progress was slow owing to my condition. Once again, she assured me that there was no rush.

I finally completed the detailing late last night and contacted her this morning to inform her the vehicle was ready. During our discussion, I detailed all the work I’d done, including some complimentary extras, and explained how to use the care package I was providing.

Her reaction was overwhelmingly positive. Despite spending $1,200 on the service and knowing it took over a week to complete, she expressed immense satisfaction with the results. In addition to promising to refer my services to friends and family, she graciously gave me a $200 tip.

This experience underscores my belief that effective communication, educating our customers about our processes, and delivering excellent customer service are essential for achieving success. That is why I’m sharing this story. Even in less-than-ideal circumstances—where the client paid significantly more than other quotes, and I took significantly longer than she had planned, she walked away thrilled. I explained to her that while ceramic coatings are robust, they require regular maintenance for optimum longevity. As a result, not only did I gain a satisfied customer but one that I’ve set up as a regular maintenance client as well. Based on her driving habits and needs, I suggested seeing it every 3-4mo. But she instead asked that I do it once a month. How’s that for a score??

It’s quite remarkable how often a conversation that begins with “bad news” can end with a satisfied customer. I’m not trying to boast; rather, I want to illustrate why my business thrives. Despite being the highest-priced detailer in my small Midwest community, I often have more work than I can handle.

I hope this story inspires others to exceed customer expectations. By consistently under-promising and over-delivering, you, too can achieve remarkable success in your business endeavors.

My2CentsWorth – Bobby