This is a message for consumers and detailers alike about respect and empathy.

You want to know the most understanding people when it comes to how much I charge, that accept why I want to see the car before quoting and why I would want to have a conversation in person?  It was not necessarily fellow business owners.  Often those individuals have treated me like less than a business owner.  It is quite ironic on the surface.  It is also not necessarily the people with exotic cars.  The people who treated me with the most respect often fell under two categories.  People with service industry experience, even though many were aware they could not budget for my services.  Also, people who legitimately detailed or made a serious effort to detail their own cars.

Empathy is something that is not as common as many of us want to think.  Our experiences as business owners, who are also consumers of goods and services, outline the reasons why I do not have a great deal of sympathy for individuals who complain about their experiences.  This is especially the case for the chronic complainer.

Most detailing business owners will tell you that cheap detailers or car wash type operators who call their services detailing are ‘ruining the industry.’  I don’t see the problem being the other person that may not be licensed or insured.  The second biggest problem in the industry is the general lack of accountability among consumers.  The biggest issue is automotive detailing business owners who enable customers to be victims.

There are significantly more resources and opportunities than ever to search for the best businesses and to have an educated conversation about expectations with a service provider.  Most recently we have collectively seen the least amount of effort couple with the most resistance to engage in a conversation in a legitimate conversation with a professional who is trying to provide a great experience.

Most automotive detailing business owners have a story about at least one person who insisted on what they wanted or did not want for their car with a price point, to later complain about the limitations of the service they insisted on receiving.  Many of those customers go to social media to ask for permission to be upset that their choice of the cheapest package provided exactly what they paid for.  I often can quickly see signs in these cases that it is the customer’s fault.

I often can find fault with business owners, but not for the reasons you may think.  Setting boundaries, documenting your recommendations for the appropriate service, charging enough to run a business with dignity, and being honest with what is unreasonable, can prevent more issues after the fact.  I realized early on, I would rather have a volatile interaction on the phone, than one after finishing a detail.  Often setting boundaries is a good way to lead to a mutual agreement that we are not a good fit.

This article may offend some people, although my clients would not be bothered by this content at all.  I also care about my fellow business owners.  At the core of my values, I am about providing the ultimate client experience.  Somehow it is possible to expect to be treated like a human being and treat your clients well.  Imagine that!