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@britishrocklovingyank3491
5 ай бұрын
"Hear them out." That is the key. I have handled mad customers in a lot of different businesses and have learned that letting them get the problem out of their heads with no friction takes care of 90% of the frustration. When someone is heard they feel better. After that remedy the problem to YOUR liking, not the customers dreams, and it's all good.
@Whalefair
5 ай бұрын
I’m a fellow detailer here in Houston. When I tell you, you have inspired me so much, it’s an understatement. Year 2 and were trying to double our sales from last year 🔥🔥🔥
@Mmng08
5 ай бұрын
Here in Houston as well. Looking to start my own for my community. How was it starting out?
@Whalefair
5 ай бұрын
@@Mmng08 it’s was a slow slow grind at first, but be patient and you will definitely see growth
@Xx.Htx.Rol.xX19
5 ай бұрын
Straight out the H as well G, You inspiring me. Wishing you nothing but success and busy calendar with full bookings.
@Devast8r34
5 ай бұрын
Reppin South Coast Detailing here in south houston
@faithstormer1976
5 ай бұрын
Much love from over here in the Coachella Valley! Keep it up man. Right now I’m barely starting to gain some momentum. It is slow in the beginning but as long as you don’t stop, it’ll all come together.
@thatpointinlife
5 ай бұрын
If you do a great job, your customer might tell one or two people. If you do a poor job, your customer is going to tell EVERYBODY.
@X11CHASE
5 ай бұрын
I haven't told a single soul about this except for the shop, and I'd be happy to keep giving them tons of business for years to come
@X11CHASE
5 ай бұрын
I just finished watching this video in its entirety (I'm the customer from the video): Respectfully, I'd like to say that there wasn't any miscommunication between Lex and I unless he just wasn't paying attention -- I never once said "license plate frame" to be removed; I specifically asked him a handful of times to remove the "license plate *bracket*", I used the word "bracket" over & over again and he pretty much said yeah yeah we do that on every car anyway (I was actually gonna take it off myself before Lex insisted that they can just do it for me)... When I got the car back I could see this wasn't done, though I didn't even mention it because it’s really not a big deal to miss a few spots. -Now as for the damage in the glovebox, the reason I know it was 100% caused by the license plate is because the scratches/gouge match the shape of the license plate perfectly - and it's not that minor as was implied in the video (it would've been great to show the viewers too) - these cars have a velour fabric lining to the glovebox that has a deep gouge in it now. The plate itself has some sort of chemical on it too that wasn't even rinsed off (I still have it sitting in my living room with all the residue still on it), it's possible that could've contributed to the damage too. I see many comments taking a dump on me for this. *So what* if the rest of my car's not in perfect condition..? That doesn't make new damage okay... I came to R3 Detailing to start the process of restoring the car. The seats, trim, wheels, floormats etc. are ALL getting replaced with brand new stuff; but what's that got to do with it anyway..? It's not a hooptie by any means.. Without getting into any sort of drama I just want to kindly say, that a sharp dirty object like a license plate should always go in the trunk or on the floor. I greatly appreciate R3 taking ownership and working with me on this. And I'm still happy to give them repeat business for polishing/ceramic coating, ppf/wrap, etc. - no hard feelings on either end!
@salimrandall
5 ай бұрын
Nobody wants to take accountability anymore.
@mydreaminorbit9297
5 ай бұрын
I would cut them some slack on the bracket. That could easily be forgotten or overlooked. Storing the plate in the glove box is odd though and unfortunate mistake.
@harshhell4185
5 ай бұрын
Unless you agreed to it first, they shouldn’t be making a video about this especially when it’s not 100% rectified. It also doesn’t matter if the whole car was full of bullet holes, if they add to that damage in any way that’s their problem. It comes across like “his car is full of damage, it’s only a little scratch”. Not great on their part !
@mosalami1548
4 ай бұрын
I love it to hear both side, mostly you see that somebody is over dramatically, in that case the detailer.
@MrJimmy3459
3 ай бұрын
You can't even see behind the license plate once you put it back on anyway so why is that even such a big deal? The glove box well there are no pictures only have to go off what you and the detailer say so...
@TripleGAutoDetailing
5 ай бұрын
Awesome video. Thanks for sharing. You guys are true professionals. 👍
@KoryGunzz
5 ай бұрын
That’s a customer worth losing. His complaints were bogus…
@Erix7810
5 ай бұрын
Of course, the complaint comes in via text message.. probably a two screen long text with four pictures sent at 9:30pm.
@X11CHASE
5 ай бұрын
So what...? Because it's a good idea to bring it up as soon as it's noticed... If it was still during business hours then I would've just called them. And at no point was I rude or disrespectful to them
@unblindswordzman96
5 ай бұрын
I had a problem when I first started mobile detailing, had only been like 8 months in (now going on 2yrs). I cleaned a guy headliner in his BMW M3 and it was flimsy and me not having enough experience I used a drill brush smh and it partially came down. So I offered to give him a discount on a full interior detail on his work truck he asked about he agreed and we good now....and I also have insurance now lol.
@faithstormer1976
5 ай бұрын
I can help you out with that if you have more questions. Do you have a compressor?
@robertsmith8632
5 ай бұрын
Think like your customer in this situation. First priority is immediately informing the customer and arranging to replace the headliner for them. Customer is not interested in discounts on future service when you've just damaged their vehicle. Deal with such issues in this order and they will be understanding and return to you for future services.
@unblindswordzman96
5 ай бұрын
@@robertsmith8632 luckily he was a good person and patient. He had no problem with what I offered, called me back to take me up on the offer and was satisfied. Not long after that he booked another vehicle to be detailed so it all worked out.
@carlosoblea94
5 ай бұрын
3 questions, what's the price range of an engine bay cleaning? Do you charge it as it's own independent cleaning(extra charge) or is it part of every package a detailer offers? And lastly, I just want to be sure that I don't ruin a customer's car in the future, is it safe to wash the engine bay with water or is there a special technique to do it safely? I ask because there's people that say that it could ruin the engine so I just want to get that clear. Great job as always, I've been following you and watching all your videos, you're very straight to the point in everything that's very much appreciated.
@frederictondetailingltd.2056
5 ай бұрын
In our area place charge $25-90 for engine bay wash. They use water. Most of the place do that with water. The no big issue with new car. But with older car. They might be exposed cable. Damaged seal, and alternator. Those are the area you want to avoid. The other way to clean is the same way you do interior. Small brush. Spray bottle. Pretty safe but extremely time consuming. Best way is dry ice blasting. Price range between $250- 350/h. The best results. Safest way.
@fast02gt
5 ай бұрын
Id say, for the future just do the frame removal to vehicles like that. That's the way to do it anyway brother! I would take before and after of everything, just incase.
@tripsingh3642
5 ай бұрын
Jesus 600 dollars no ceramic coating, how much will a ceramic coating cost
@brianfrisbie7937
5 ай бұрын
BMW owner complaining about an inside glove box scratch?...while having Infinity floor mats (?)🤔😅 .....riiiigghhhhttt
@X11CHASE
5 ай бұрын
What's that got to do with it..? I had brand new OEM floor mats waiting to be put in after the detail. That Infiniti mat was there so my passengers could have somewhere to put their feet in the meanwhile. They could've easily put that sharp license plate anywhere else like the trunk...
@brianfrisbie7937
5 ай бұрын
Hey bro...relax a little, it was a joke as per the emoji (😅) ...but I understand it can also be hard to read tone when it's only typed our. Enjoy your car, it's nice 😎
@HEMi1995
5 ай бұрын
Buddy has Infiniti floor mats in his BMW 😂
@X11CHASE
5 ай бұрын
That's because those are from my other car to protect the floor, while my new OEM floormats come in... I bought the car with only the driver floor mat...
@chrisstephenson8311
5 ай бұрын
As a fellow detailer it’s funny how the one thing I never touch or are afraid to is the glove compartment 🤷🏼♂️ don’t know why it’s just I don’t think that gets that dirty anyway if no food wrappers!! And when I have to take stuff out of the armrest area I put all of it in a bag and then when it’s clean I then put it back the same or a little better👍🏻 and all change I find goes in a cup…you always find Penny’s in the interior when vacuuming 😝
@myname-in8sh
5 ай бұрын
As a detailer myself; having made mistakes myself; having watched the video and also read the comments, especially from the car owner; there are only 2 truths to this: 1) Lex does his best I'm sure; but it wasn't good enough this time; he told the owner they remove the plates on every car; and then didn't do so for the guy that really wanted that bit done. Not even to be debated this one and I'm glad you held yourself accountable. 2) YOU DO NOT PUT PLATES IN A GLOVEBOX; I hadn't even realised they could fit in there; and I cannot imagine any reality in which it's reasonable to put plates in there. ANY place on God's Earth is a better place than that for plates. It's as ridiculous as eating your food off the engine cover. In my world, the plates would be far away from the car on a work bench or table top until they were ready to go back on. This point too is not up for debate and is wholly solely on you; or Lex to be more specific. Not flaming the guy but he comes across as the one that needs to learn the most from this experience.
@jsantana3145
5 ай бұрын
Excellent take on the situation! With that said, to anyone who provides services and gets put in a similar situation should always keep in mind that there definitely are people out there that do this sorta thing intentionally to take advantage. It’s a fine line and it’s best to cover yourself by taking a few extra minutes to do a condition report and snap a few pictures beforehand.
@X11CHASE
5 ай бұрын
I am definitely not one of those people, Lex told me they weren't able to properly correct my headlights for some reason, I said don't even worry about it (and still paid for it without any pushback whatsoever), there were some other minor issues with the detail that I noted, but I didn't even care since they weren’t damaging. But cramming a sharp license plate in a tiny velour area is just negligent. I had a couple extra touches I wanted done that I mentioned before the detail, and I literally told Lex "I don't like to pinch pennies" and to charge me as much extra as they needed to.
@fedor7695
5 ай бұрын
Well I honestly think you should've removed the whole license plate thing. I mean that seems obvious to me for whatever reason. But overall you did an excellent job! I'd be happy to be your customer.
@LegoKais.12
5 ай бұрын
I mean a $600 detail?! Should be common sense to remove the license plate to achieve the best results. Those little things count…
@ShasCarDetailing
5 ай бұрын
With a tiny scratch in the glove box and a high probability of it happening again if you replaced the whole thing in the future then I imagine a touch up pen to mask it if really bothers them or prob better to offer them an upgrade of service next time they get something as it won’t cost you and encourage them to come back. So maybe you do a carpet shampoo on their next interior or something
@X11CHASE
5 ай бұрын
Why is there a high probability of it happening again..? This glove box has been in perfect shape for 15 years with regular use. Also it wasn't tiny, its a deep gash of missing fibers
@ShasCarDetailing
5 ай бұрын
@@X11CHASE Those fabric glove compartments are easy to mark. If its just minor and only cosmetic then if they can live with the mark then instead of replacing it they could have a freebie service instead of replacing the whole thing. Also the customer wasn't to sure if it was there before.
@TheRealBrayoTv
4 ай бұрын
@@ShasCarDetailing chase guy is literally the owner of the car lmao
@MrDominicharrison
5 ай бұрын
Excellent advice👌🏼
@mannysmobileautodetail
5 ай бұрын
One of My clients complained about the gloves compartment been emptied. 😮. And he said he has personal things in it. So I learn 😊to have the clients to empty out.
@X11CHASE
5 ай бұрын
That's an absurd complaint
@TLDetailing65
5 ай бұрын
Best way or place to get insurance from? Really need some help
@ianjackcleanyourmachineinc2510
5 ай бұрын
I've have a few moments like that and I do the same as you. Thanks Oscar 224 Google reviews top of page and I still hold a perfect 5 star ranking. Be proud and do the best of what we do everyday ❤
@erichernandez9697
5 ай бұрын
I Have a membership at my local car wash for 20 bucks I can do all that myself that’s crazy how people pay 300 600 or 900 bucks 4 that. I guess when you’re lazy and you got the money.
@youtubeuser5424
5 ай бұрын
It’s called more money than brains, they always say the right customer and the one that cares about their car will pay up, no, you mean the dumb customer with lots of money will pay up.
@aaroncantu1434
5 ай бұрын
I had an issue with a bmw owner as well. He wanted us to remove splattered concrete from the side of his vehicle, but he didn’t mention it until after we were done with an inside and out standard detail. He still paid full amount, but not after the usual “I use to be a detailer” and “for the price I paid you should’ve done everything”. He was Insulting us but I didn’t entertain it, just made him look dumb and he knew that. My mistake was not telling him upfront we can’t remove dried concrete.
@grandmastert01
5 ай бұрын
No win situation when detailing vehicles. Most will say $600 is way to much money but 3 guys working multiple hours plus supply plus the building plus the business needs to make money then you realize $600 is probably breaking even but the customer goes home and thinks why did I just pay $600 for someone to wash my car. Then they look for something like the glove box or anything they can come back at you with thinking you are going to give them back the $600 because of the glove box. It’s a tough and very physically demanding career
@Elpigto
5 ай бұрын
Detailing is a luxury for most people. Personally, I can afford to get my car detailed, however I choose to spend my money elsewhere since there are other things in life I enjoy a lot more than seeing my car being extra clean. I can go to a hand car wash and pay $75 - $90 to get a "premium exterior wash" along with getting my interior wiped down. It does the job and I'm happy with it. I also do enjoy detailing my car when I can, I actually have several tools I've collected over the years, but my problem is making time for it. I value my time and rather spend it with my wife and daughter and doing things with them, which doesn't give me the hours I wish I could dedicate to my car. I can imagine that if I weren't cheap about it, I'd be willing to pay the prices Oscar charges. I actually did pay less than a year ago for a two paint correction from a mobile detailer that charged me $650. I was pretty disappointed with the job he did and it just brought me back to the job done by the $75 hand car wash I get was good enough, and I feel this is where most people likely find themselves that can afford these services. Then you have everyone else that takes it to the $5-$15 car wash machine. Does seem like a tough business to make it and only the strong survive.
@kamikazefireball
5 ай бұрын
What do you do with all the dirty water on the water mat thing?
@startingtech3900
5 ай бұрын
Suck it up with wet vac, and then dump
@ppg19782
5 ай бұрын
How long have you been detailing bro? Customers will check and re-check every single area . And you as a professional in this business should have another set of eyes and that's what is called "Detailing "and you and the customer walk around together every inch of his vehicle. Just constructive criticism my boy. 😎😎
@Like-23
5 ай бұрын
600 dollar for rip engine
@jayrthree620
5 ай бұрын
$600… are you in Cali or something? $600 you’re on drugs
@X11CHASE
5 ай бұрын
We're in Houston; I was happy to pay that price - I told Lex to charge me even more if they ran into anything more than they expected
@sikkinixxmc
5 ай бұрын
I hear ya but I hate when people with cars in less than perfect condition complain about something so trivial like the glove box.
@X11CHASE
5 ай бұрын
Respectfully, that's not trivial - I got this car for a good deal and it wasn't perfect by any means, but that doesn't mean that it should get more damaged in the process of restoring it, when the damage was easily avoidable
@Rampower1013
5 ай бұрын
What!!! You made a mistake… and with the advice you give us every week… no bueno!!
@aaroncantu1434
5 ай бұрын
I had an issue with a bmw owner as well. He wanted us to remove splattered concrete from the side of his vehicle, but he didn’t mention it until after we were done with an inside and out standard detail. He still paid full amount, but not after the usual “I use to be a detailer” and “for the price I paid you should’ve done everything”. He was Insulting us but I didn’t entertain it, just made him look dumb and he knew that. My mistake was not telling him upfront we can’t remove dried concrete.
@davidb5220
5 ай бұрын
Just a heads up for future projects Ro Mix Backset Platinum can remove concrete dried or wet 👍 definitely worth the 5 gallon pal and no shelf life on it so it can sit forever
@goldstandardautoworks
5 ай бұрын
Absolutely in agreement with your approach to the customer call back. Hearing them out, being proactive and offering solutions is 100% the diff maker in not just keeping/losing one customer but the potential for word to spread to other potential customers.
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