Detailing One Truck and Making $600 in 5.5 hours | Our Customer Experience Process

good morning everybody uh we have a 2018 ram 1500 crew cabin for a full interior cleaning a wash and wax and an engine cleaning so in today's video i'll talk you through the process of how we kind of go through the whole customer interaction process and how we do our customer experience so kind of lump those two together and just kind of give you a high level overview of what goes on and how we go through talking to the customer booking the customer arriving to location and then finishing the details so um first thing first i'm just like real quick lex brings out the blower and he cleans up the driveway just because a lot of times like whether we're gonna wash it or do the interior it's just annoying to have a bunch of like dirt debris pebbles and stuff on the driveway so we always blow that out first just to have a clean surface and we also put like today we're parked on a uh street road inside a neighborhood but these cars still go by pretty quick so we put the safety cones do it putting the safety covers up so nobody running us over while we're working this one isn't that bad there's been other times we're on other we're in neighborhoods um and we're parked on the street and those cars are like zooming by like crazy so i definitely recommend those collapsible uh uh safety cones because i mean they they really do help warn other drivers to not to to like to at least give you know give us some type of cushion in terms of better visibility or or separation between how close they get to the vehicles and real quick we have three more live seo trainings left in the facebook pop-up group the next one is this sunday at 10 a.m central time if you want to grow your business and get more customers through search engine optimization seo check the description box down below for the facebook pop-up group link and all the other links that you need but it's only open for a limited time after the 24th i'm shutting it down and all the training and information in that group will be taken down as well so let's get to the video we book our customers into jabber right that is our choice of crm there's a hundreds of crms out there they'll do just about the same thing just pick whatever works for you but this one keeps track of our customers they're their address their services you can accept payments invoices all that jazz is under there literally almost every crm does the same thing or field service software it does the same thing we choose jabber you can check the link down check the description box down below to see exactly what we use um so we put them in there we booked them in and then three days before the detail they get an email confirmation one day before the detail they get a text confirmation they'll confirm we're set to go and then we arrive on location now when we arrive lex will either call or text typically it depends on whatever the customer wants but we really just text because i mean would you guys let them know over here and they'll come outside uh so we text the customer that we've arrived lex puts on the mask the customer comes out and then we inspect the vehicle so here because the vehicle was stuck up not stuck up but it was like higher up the driveway and those it's a real tight space we asked to bring the truck down we're inspecting it right now and lex will give the final price on the truck so we we give a price range on the interior because we don't know the condition so i think it's uh what's the what's the what's uh it is the quote is 242 280 on the inside he's inspecting it right now the washing wax is 300 and the engine cleaning is 60 dollars now the customer hasn't came out yet uh so what we're gonna do is we're gonna text the customer the info he's there he's in the home which hasn't came out so we're gonna text the customer and let him know the exact price for the interior that way we confirm all the pricing and then we get started did you text the customer right now yes would you what'd you text him tell him the final price for the full interior washington wax engine bay and what is that he has a room play i got it no no okay okay we're waiting for him to reply also let me know if it sounds okay then we'll get started now we don't accept pricing until until the detail is complete to make sure that they're happy and that's just the way we do things could you accept payment at the beginning absolutely it's up to you there's no right or wrong way just make sure that you're doing it you know in the best way possible like whatever whatever best way possible means to you just do it that way but there's no rule or guideline that says you know accepted before in the middle in the you know after the detail whatever you feel comfortable we've never had any bad experiences maybe once and that happened recently that we haven't got paid yet i'm not saying we're not but we've never had any you know out of the hundreds of vehicles we've done now maybe one has gone wrong so you know we've never had any problem receiving payment after the detail we've never had any problem receiving payment once we send an online invoice so we've never had any hardly 99.9 percent of time we have zero problems with accepting payment regardless of the payment method now as lex said the customer hasn't replied yet so what do we do there if we're get we're giving him a final price and we need to make we need to make sure he's fine with the final price do we proceed with the detail now out of the three services that we quoted him only one was a price range and that was the interior 240 to 280. so that means he's already agreed upon the 60 engine bay cleaning and the uh 300 wash and wax so if we didn't hear anything back from him then we would proceed with the engine and wash and wax because he already agreed on that price it was just the uh interior that needed to be confirmed okay so lex spoke with the customer right now what did the customer say let's do the pricing he said everything was fine uh what did you call and then the interior was 240 the exterior was 300 and the engine bit was 60. it's gonna take about five six hours it was cool with that it's going to work she'll be back by then so simple nothing biggie you just gotta talk all the details are basically already confirmed over emo we just wanted to confirm one last time but he the customer already knew what was gonna take place how much how long so there's nothing like new that we you know there's no new details that were that were brought forth we just we're confirming for like the third time what we're gonna do for the price range or for the for the prices we set the typically the only thing that isn't is in a price range is a interior cleaning a full interior cleaning and a any type of like polishing or paint correction um the wash and wax the mini interior detail the engine cleaning wash and wax the all those services are for the most part for the most part like 9.9 out of 10 going to be a fixed price because we already know the variables not much changes nothing really nothing's really different uh we can like even even if it's like a like yesterday's vehicle uh was a completely hammered lexus whatever whatever it was like filthy dirt everywhere uh mud and everything once you rinse it it's like it's clean again so that's why like those are so easy to do they're just the interiors have a few more factors into going into pricing so now what we're going to do is go into jabber key hide information yep and then click it and then now the we basically clocked in for this job and then we'll stop the timer once we're done with the job just to see how long exactly it took us but now would you get to work no cars are supposed to be coming in and out we're just gonna be here working and that's it for the next four or five hours now for us at this point we do have a company phone meaning it's a dedicated phone just for the company line it's 100 it's 100 used for the company um but do you need that when you're first starting off absolutely not no just use your just use your personal uh phone number and then years down the line if so if if you see it fit then you switch your personal line to a business line that's what i did like that's essentially just what i did so you don't have to over complicate it you don't have to be like oh should i get a new business phone it's like no you have no customers no one's calling you like why would you add that expense and it's not even going to be useful you might sound cool like well here's my company phone but it's just like if you don't need it you don't need to do that just use your personal line and at some point in the future use that as strictly your business [Music] [Music] okay so first phase of vacuuming is all done that took like 13 minutes so now we're going to end cap the floor mats and then the rest of the cleaning starts so we're going to clean the leathers door panels and all that hour and a half maybe i don't know okay so like i mentioned i don't care about chemicals like apc is an apc a clay lube is a clay lube a rinseless wash is a rinseless wash i don't put too much emphasis on chemicals because they all do about the same right there's no like true like that is a true game changer but what i do put emphasis on emphasis on are tools and hardware right so like these like if you want to increase your interior cleaning efficiency and get it done quicker i'm pretty sure all these cars are like what's that guy doing looking at the camera like that uh if you guys want to increase your efficiency these i'll link them down below i don't know i don't know what they're called um i i 100 recommend these just for the leather seats it makes it go by ridiculously quick i don't care what apc using what leather cleaner you're using i don't but if you pair it up with this instead of your little cute little brush that you're doing in circular motions you know to bring up don't even think about that you want to upgrade to something like this and door panel even leather sheets yes this one they work fabulous [Music] thank you so it is now 10 34. hopefully you can see that and we are now finished with the interior well we're about to be finished he's just blowing some stuff out and putting the mats back in so that took we started like at 9 20 unfortunately like 9 15 because again like the customer didn't come out we kind of waited moved the vehicle around whatever whatever whatever so we had to start at 9 20. uh so just under an hour and we finished it wasn't that bad to begin with i mean we still scrubbed all the leather the door panels all the plastic um and kept the the the the cart the floor mats touch up some spots on the carpeting so we still did everything but it wasn't bad so that's why it just took an hour so next is after the interior we move forward to the engine and again that one it's just your typical dirt and debris that's built up over several years so shouldn't take too long [Music] [Music] huh [Music] there we got a kuzar bottle the water-based dressing diluted one-on-one i'm gonna dress this in your bed make it look real nice be generous with this [Music] [Music] all right so i know i sound like a brokered record when it comes to punk sprayers but if you don't if you're using a spray bottle for clay lube versus a pump sprayer you just can't match a pump sprayer yes you have to pump it up the first time to build up the pressure like of course but that's like kind of spray bottle if you have the quasar bottle you know that's also pretty good but if you like can a spray bottle really beat the coverage like this like is that even comparable to a spray bottle no so get a spray bottle use a clay pad uh clay mitts and you'll be good and there's there's nothing on here i don't feel anything okay so maybe it's 12 o'clock right now we're three hours in we're like 85 percent done now this is basically how it goes every single time we talk to the customer confirm the price get any last details and then typically 9 out of 10 times we're just working out in the driveway or at their apartment or at their work location for the duration of the detail and the next time we see them is when we're done we call them out they look at the vehicle they say they're happy ask us any questions point anything out we accept payment and we leave or perhaps they don't come out at all we just send them an invoice uh online an online invoice they pay and then like hours later they'll be like oh my god i just saw the interior just how the exterior looks amazing that's the gist of it so you know for the first couple customers that you get it is kind of you know you're real nervous about it because you feel like every step that you do and every word that you say and every action that you take is supposed to be perfect into the t but you know it's really laid back like we don't we're not talking super professional here we're not using these big words we're not trying to impress anyone in any other way than who we are so when you're out in the field you know it's no different than when you're just talking to like a good friend of yours you know like nothing really changes all right so it's now 12 30 this is where i wrap of my helping here on the field and then i return back to the lab to do the content business stuff so lex will actually have to finish up the vehicle by himself which isn't much i did most of the work anyhow so he should be getting rested for the remaining next all that's left is the prepping prepping the paints applying the wax or sealing it whatever we're doing dressing the tires clean the exterior and interior glass and doing the door jambs right i think so yeah how does it feel when i leave dude do you does it suck such a relief i'm just kind of sucks you know what i'm saying now i'm thinking twice longer that's cool going on here how'd i put this in a way removing the excess dressing from the honeycomb grill all right and that was an abrupt way of ending the video but again i'm just gonna end the video right here check the links down below for seo for detailers pop-up group the next one is on sunday at 10 a.m the seo live training you can download the ultima guy to start your dtm business check all the links for the products that we use whatever you want to see you'll find down in the description box other than that let me know any comments questions concerns hope to see you in the facebook group and i'll talk to you on the next one peace [Music] you

Channel: Detail Groove

Views: 111,971

Keywords: car detailing business, mobile detailing business, auto detailing business, how to start car detailing business, detail groove, dallas paint correction, wilson auto detailing, miranda detailing, apex detailing, how to start mobile detailing business, detailing as a business

Id: SagDNz-z-YY

Length: 17min 51sec (1071 seconds)

Published: Sat Nov 14 2020