In the automotive detailing business people will call and be interested in service and often these people will be calling from a yellow page ad or a brochure or potentially a referral. It is important to turn all of these telephone inquiries into sales, however many companies do not do this because they do not recognize the potential customer is on the other line.
Sometimes customers may call up four or five auto detailing shops to get the best price. Many times these detailing companies will treat the call in potential customer badly because they think the customer is shopping around for price and does not care about the quality that they can offer. However this is only because the customer on the phone has never had explained to them the differences of value of service and prices.
Rather than being rude to the customer or quoting them a lowball price to get their business it is much better to engage the customer in conversation and find out exactly what they're looking for and assure them that you can handle the job if in fact you can..
If you cannot do the work up to their expectations as they explain their need on the phone to you then it is better to refer them to another detailing company that can. Each auto detailing company should train all their employees to treat each potential customer on the telephone as if they were already a great customer but only need a little bit of knowledge about auto detailing.
Educating the consumer is important and consumers need to know that value is also very important and rather than using the cliche that you get what you pay for, it is much better to explain to the customer what you can do for them, how you do it and why the price is what it is. Consider this in 2006.
Lance Winslow
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