Make sure you're acting like a real professional
1. Prospecting: No matter how effective you become as a detailer, you must have business. As the owner you must have a plan for getting business for the year; by month, by week and by day. If you wait for them to come in, you will fail.
2. Meet and greet: You need to make a favorable impression to all walk-ins and phone calls. Dress yourself in a professional manner and make them notice you, not the uniform. Let them know you are a professional and that you respect them by being well groomed and dressed as a professional.
3. Build rapport: To be successful you will need to get them to like and trust you. Be open, be yourself, and always smile. On the phone let them “hear” your smile.
4. Conduct an interview: Never interrogate a customer. You can be thorough about their car by asking thought provoking questions. Take good notes and paraphrase. It shows the customer you are listening to them.
5. Sales presentation and walk around: Always try to evaluate the customer’s vehicle before quoting prices to show the need for the detail services. If they do not know the need, how can they make a decision to purchase? You create the need; you are the expert. If they thought they needed only a wax, but the paint needs a buff, polish and wax, show them and explain why.
6. Closing: Too many detail business owners take themselves out of the sale. When you have established the needs of the vehicle, ask for the sale.
7. Handling objections: If you have properly established the needs of the vehicle, the objections are more easily overcome. You need to have some ready explanations to overcome possible objections, most often price.
8. Negotiation: You need to be ready to negotiate with some customers. Never discount, but offer more value-added services. However, if price is an obstacle then reduce the service. Eliminate the engine or trunk clean. Or, do a one-step process instead of a three-step, etc.
9. Follow-up: Always follow up with a customer a day or two after the service to ensure they are satisfied. Then, follow up with them every three months without fail. You lose customers because you do not keep in contact and your competitor does.
10. Time management: Use your time wisely. Establish a system to keep organized by filling your week and the time of your employees.
Remember: A professional climbs to the top of the game by developing their skills. The best remain there by continually improving all areas, every day.