I always get push back from some people on this topic, but I feel strongly about the importance of language.  I deliberately do not use words like ‘customers’ or ‘jobs’ when I am describing (client) relationships or service offerings/partnerships.  I have no interest in partnering with people who treat me or my services as disposable commodities, or more blatantly look down on me for detailing.  Likewise, I do not operate from a scarcity mindset or treat my clients like a ‘number’ when I connect with them.  Even for people who I know realistically will likely not be my client, me providing local referrals or finding a detailing business for people who have moved out of the state of Florida is not uncommon practice.  I have provided some prospective clients with a basic tutorial on detailing and also referred to others to competitors, when I knew availability or budget for my services would be an issue.  I have had a client reach out to me for a shopping list of interior detailing product recommendations.  As soon as I had a free moment, I gave him a shopping list for the new car he purchased for his wife.  This person also spent $3,000 for a couple of interior and exterior detailing services from me.  He would later book for another detail later that year.  Today, like other clients, I call this person a ‘friend’.  Like me, he vetted my business and engaged in a conversation (imagine that) before booking.

He has probably caught me doing what I did not have to do (yes even at that price point) to provide a better result and experience working on his cars.  It never crossed my mind to stop learning about my clients or that my efforts to impress would end after he or she puts in a deposit.  Every day is an opportunity to make an impression.  The best way to stand out and be unforgettable is to genuinely stand out.  Most of my clients told me my efforts on their cars feel personal.  Not only is that true, I want the detail and overall experience with my clients to feel that way to them.  He also received gifts that complimented not only the service but my impression of him personally from our time spent together.

Just like in our non-professional lives we tend to remember the people who showed us or taught us things we did not know before.  From links or notes to links towards video tutorials, shopping lists for maintenance products, or a assortment of business cards, the care package really helps cement the customer experience, and highlights your customers service.  Business cards may not be as popular now, but they also are more likely easily kept when supplied in this manner.  Also, with QR codes, business cards and print promotional items that are modernized may be making a comeback.  Many people never experienced the difference between what they normally use and a Rag Company microfiber towel or a Gyeon wash mitt.  Appropriate gift sets allow clients to really benefit on their investment.  Products patterned for the service, their car, and their specific needs.  It also will encourage customers to not neglect their car, wasting money and indirectly ruining the experience.  Stand out in a way that is personal to you and your brand.

Written Notes Experience

I try to take from the totality of the detailing experience, from first call/message to the end, to craft a meaningful and personal thank you note.  It can inspire devotion for a lifetime return customer and the unique impact can encourage me to push beyond 100 percent for future clients.  It is also a great way to ask for reviews and feedback.  It for one has a built-in reminder for you to ask for a review, whether you forget or feel uncomfortable asking.  This along with a gift package can encourage reciprocity of a review.  The gift with a card can yield a more meaningful personal feedback response.  Considering I am not a high-volume detailer, more openly asking for reviews is something I wish I had done sooner.  This process has helped me.

Your behavior will communicate certain things, during the detailing service process.  There is an opportunity to not only show off your superior expertise, but your kindness and professionalism.  Now hopefully you genuinely are these things and working to improve on these qualities.  This will make for not only customers for life but great word of mouth.