How Customers View Repair Price
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I don’t know if money’s just getting tighter for people lately or what. It seems more and more I’m hearing people think were insane when they receive there quote. In many cases I know were at least about 85% of what some competitors in the area would be charging. We just had a lady walk out without taking her estimate when she was quoted about $900 to repair 2 hr damage to her bumper and 2hr to the fender of a brand new Dodge Caliber. I experienced a similar scenario not long ago when I gave an extremely generous estimate to a lady to repair rust along the bottom of a fairly new Mercedes Benz.
I do and I don’t wonder about how these people get the idea that a repair costs next to nothing. I don’t know if its the Maaco’s or the mobile paint trucks or just simple lack of education on the proper process. I wrote one article recently and maybe it will save one person an earful – > http://www.refinishnetwork.com/blog/why-does-it-cost-so-much-to-fix-a-scratch.html
Its odd enough that I just wrote that article yesterday and I got to experience that $1 fix mentality first thing today. Anyhow maybe I’m doing something wrong, I’m just curious of other peoples experiences and any strategies to help the customers understand the costs and why the shop down the road may do it for $50.
same goes here. Some times it works if you explain that you get what you pay for.
I had a customer ask if I was crazy when I explained we could do it cheaper but no guarantee on any of the repair
explaining that there is a possibilty of clear peel etc and then I ask what they do for buisness and ask
in a nice way of course if they would work for no wages and then I explain the cost of materials and my techs time etc and usually I can ralley the job but sometimes I think I could stand on my head and spit quarters and could never do a thing to convince the customer. It just seems customers have no idea or
they think maybe we are all Canadian Tire stores. I got asked to paint a piper plane
again explained all of the above customer just stood there so I asked what they thought they should spend on this repair they said 100.00 I go mad and said I would drive him to the store so he could purchase a couple of cans of spray paint for that and I would glady drive him ………..what I did not say was he would have to walk home
People just do not get it any more yet they would spend thousands of dollars in mechanical end and hove not problems
Life is just like that I guesscustom work is even worse airbrushing ect people just don’t get how much works is involved
I don’t know much about custom painting by I can imagine how much time is involved creating graphics, flames..etc. I’m sure some think you just hold a stencil while the robot paints it in a few minutes.
I’VE been dealing with this forever . everyone thinks my rates are higher than the other 2 shops but we all have the same.I’ll write the sheet to fix it right if thats too much in thier eyes then so be it. I don’t cater to price shoppers we offer top of the line repairs and thats it, if they want cheap send them to the nearest hack shop.
Well I don’t make shit.
And I always seem to get a bunch of people expecting me to paint their cars for 150 bucks because macco says they can.
But I always find I can get more out of a client if I educate them.
If I sit down and explain each individual process. Including little things like Moldings, handles, Masking, and all the tiny crap that adds up. I find the more specific I make a bid, the more they understand. The more they understand, the more likely they are to accept the price.
Bondo gets on my ass for listing typical materials on my bids, instead of charging an hourly materials rate.
But I’ve wrote them both ways, and I get more work being specific.That is my experience.
of course it’s un-realistic to go into every detail with every customer, most people are only testing the waters.
But when you feel they’re serious. spend some time to explain it.
I’ll bet if you sat down and explained all the process. She’d probably better understand the “Why’s”Richard
just remember guys its JUST paint 😉
Some will ALWAYS want something for nothing and it doesn’t matter what you say. They’ve made up their minds
long before they ever saw you. Basically, don’t sweat it; it’s part of the game. It’s difficult to let someone think your
a rip off, but let it be and move on. Be good to the customers you already have.When i sense these types of individuals – and they can be easy spot – my standard reply is the same.
What i say (slight variations too):
This is what i do for a living. I don’t advertise. It’s strictly word of mouth. I’m not the cheapest nor the fastest.
I charge what i charge and i stand behind my work. Please, get as many estimates as you can, but remember,
you get what you pay for.It’s my nice way of saying F*** off. And i’m done in minutes.
Come up with something similar for yourself to say. Don’t bother explaining every detail or how good your work is.
I’m glad a Maaco opened up less than 500 feet from me. I just point to them and send the fudgers there.
I think the average person simply thinks that you have roughly $5-$10 tied up in materials on any job from a spot repair through an overall refinish and anything over that amount is pure profit. :huh:
if i wanna be i can be a maccos worst nightmare :blush:
99% of the people dont know what is involved at all. i have had customers that honestly believe that what cars are painted with is the same as what is in a can of spraypaint you get from the local wal-mart. i dont mean one customer, i have had quite a few that think that. everyone of them will always think the price is too high. at the same time i will get alot of customers that think my prices for what you get are very reasonable. these are the edjucated people that have been shopping around first.
[b]RatStang wrote:[/b]
[quote]Well I don’t make ***.
And I always seem to get a bunch of people expecting me to paint their cars for 150 bucks because macco says they can.
But I always find I can get more out of a client if I educate them.
If I sit down and explain each individual process. Including little things like Moldings, handles, Masking, and all the tiny crap that adds up. I find the more specific I make a bid, the more they understand. The more they understand, the more likely they are to accept the price.
Bondo gets on my *** for listing typical materials on my bids, instead of charging an hourly materials rate.
But I’ve wrote them both ways, and I get more work being specific.That is my experience.
of course it’s un-realistic to go into every detail with every customer, most people are only testing the waters.
But when you feel they’re serious. spend some time to explain it.
I’ll bet if you sat down and explained all the process. She’d probably better understand the “Why’s”Richard[/quote]
:cheers Now those are the words of a true business man.
I know I’m just new to this forum but his approach will certainly get more returning customers, often times customers’ trust is better than any marketting strategy out there, once they trust you they will refer you to to other people and actually vouch for it, heck they have their car to prove it.just my two cents
Jimmo:
A couple months ago, I repaired a bumper for one of my friends. It was scratched and need a little epoxy TLC and some spray (blended into the fender and the rest of the bumper).
How did I educate what it takes to do this? I made her physically go to the paint supply, get the code off the door, go in and buy the paint. That was the first shock when she spent $70 for a pint of paint, haha. Then she got another shock when she bought a rattle can of 2k clear.
After this, everyday after work, I made her physically sit right next to the car while I worked on it (it was about 95 degrees and 90 percent humidity). Then I let her experience the all the sanding, taping involved, wax and grease remover, paint mixing, tach clothing, painting, flash time waiting, the waiting overnight to clear coat,clear coat and the clear wet sanding and buffing.
I got done and when I drove her car to her house, she handed me two crips $100 bills and just shook her head and said, “…I never would have believed if you told me it took all that to fix those little scratches and knicks.”
This is of course not the rule of thumb for customers, but now she understands and I have heard her explaining to other women that the price they got was a good one. It is what it is Jimmo, we press on.
I use to have a boss that said “you shouldn’t get every quote.” He was right. Tell them what it’s worth, itemize the bills and don’t forget to tell them you’re worth it. Craftsmanship costs money.
Im just an apprentice but ive worked in shops and noticed that if you want good work done it costs.
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