'Could've been better'...a lot better. I ordered the Premium Detail, a 4-5-hour job as estimated on the website and got a good wash instead...a $418.80 good wash. Let me start by saying Sam is, I'm sure, a good guy with good intentions. A young entrepreneur with a lot yet to learn about service, quality, and pride in workmanship.
Sam showed up at my office on time and got to work right away. The car was emptied of all excess materials the night before, so he had a clear, although dirty, canvas to work on. He started at 8:30 a.m. and sent me the "I'm done" text at 10:41 a.m. "Pretty fast for a 4-5-hour job" I thought. I went down to check the work and collect my keys. I paid him ahead of time because I had a busy day planned and wanted to make the transaction as quick and simple as possible; my bad.
Upon arrival to the workspace, I looked the car over and immediately noticed exterior dirt that had not been removed on the driver's side rear quarter panel and at the edge of the wheel wells; you know, that painted, thin portion at the edge of the wheel well that always collects road grime. I moved to the rear of the car and opened the trunk and was disappointed to see the same dirt that was present last night. I pointed out the driver's rear quarter panel, and he agreed to "go over it again" since it was coming off as he rubbed it with his hand. He also noted that he would "go over the trunk again" afterward. "Again?" I thought, standing with the trunk fully open. Sir, your vacuum must've malfunctioned because last night's dirt is still here. His response to the wheel well oversight was to pull his hose out again and clean the brakes and behind the rims. Sir, that is not the wheel well, but thanks for getting behind the rims. I had left work for long enough and had to return. I walked away leaving the trunk open so he wouldn't forget to "hit it again before he left."
I'm not sure when he left because I didn't get a notification that he had finished the job, was grateful for the business, and was leaving the site now. He tried to upsell me the maintenance package but sir, you need to get the detail right first. This is where connecting with the customer--not the client that I wanted to be because I am busy, drive 30,000 miles a year and could use a good detailer, but a customer who comes and goes but never stays--can be the difference between Sam saying, "I can see you tomorrow" and "I'm sorry but I am booked solid for the next five months."
As I sat in my car after leaving work following a 10-hour day, looking around the inside for evidence of a detail, I was so disappointed. The windshield hadn't been cleaned as evidenced by the film that remains from the car-wash soap that I use weekly (again, I don't have time to clean it myself, hence the detail), the windshield wiper marks at the upright position near the A-pilar, and the smudges from God-knows-what. The sun visors are still soiled, the mirrors untouched, the passenger seat is mostly cleaned but there remains a stain on the passenger's thigh support, and most telling of all, the liner that sits inside the armrest storage is still full of crumbs and hair. How do I know? I pulled it out by the tab that is designed for removing the liner easily and looked at it. The hard water stains are mostly removed from the sideview mirrors (couldn't get them all?) and now there are streaks on the rearview mirror. I looked in the nooks and crannies that are supposed to be the targets of a quality detail job; next to and around the rear license plate (you should remove the plate to clean behind it), in the groove of the trunk lid, and under the trunk liner, only to find more evidence that these were overlooked.
Granted, my car looks a lot better than it did at 8:30 this morning, but $400 better? I don't think so. It's too bad because Sam walked all over a client in service of a customer. Maybe I shouldn't have paid him up front. Maybe he was having a bad day. Maybe my standards are too high. Or maybe...just maybe, under promise and over deliver, perform your craft with the intention of developing a relationship through the work, and communicate with customers in a way that makes saying 'yes' to the upsell more likely. read more