Why I Had To Fire A Detailing Client - Top Star Auto Detailing

[@rosaliep-m7n]

Jeff, you are a great detailer and have a top notch business. You deserve respect and shouldn't settle for anything less! It's great to see the way you handle you clients.

[@topstardetailing]

@@rosaliep-m7n thank you 🙏

[@jamesjgtst]

Appreciate the videos!! First ever super thanks 😁

[@topstardetailing]

Wow! Thank you so much for your support, you didn’t have to do that, but it’s greatly appreciated my friend! Any money I receive from this channel pretty much just goes back into making more videos in the future. You rock mannnn!!! 😎 - Jeff 🙏

[@Brian-xn7ns]

Another great video Jeff, thank you! Everyone should be treated with dignity, respect, and fairness. Some customers have the crazy idea that since they are paying you that they can treat you in a substandard fashion which is unacceptable. No matter the disrespect or hostility from a customer, stay calm and keep it professional like I know you do. Those individuals need to filtered out of the client pool. You make a great point about needing to have all the components of a successful business firing on all cylinders to maximize success. Identify your weaknesses and work on them. You got it covered Jeff! Great job!

[@topstardetailing]

@@Brian-xn7ns thanks Brian! 99% of customers are great and it’s never an issue, but there’s always that 1% out there who you gotta watch out for. A good detailer / business owner is always learning and striving to improve their skillsets. Appreciate your feedback 🙏

[@JuanGarcia-qq1sw]

To ,, no money in the world is worth anyone talking down to you and the way you handled that situation was perfect,,,

[@topstardetailing]

@@JuanGarcia-qq1sw I agree 💯 my friend! Cheers and thanks for your feedback 🙏

[@gdbigchicken8177]

I love that wheel analogy!

[@topstardetailing]

Thanks brother 🙏 🛞

[@angelonyt7886]

It’s a good day when Jeff posts !!

[@topstardetailing]

@@angelonyt7886 ☝️ :))

[@SalfromDETAILS]

Spoken like a true professional. My man makin this look easy, thats how you know he's dope.

[@topstardetailing]

@@SalfromDETAILS thanks brother! Appreciate you!! 🙏

[@SalfromDETAILS]

@topstardetailing 👌👌👌👍👍👍 Will you be at SEMA?

[@topstardetailing]

@@SalfromDETAILS I’m pretty much booked up with work until the 8th, but I might try to catch that last day if I can

[@JuanGarcia-qq1sw]

You have given amazing advise and I wouldn’t handle it any different,,, thank you

[@topstardetailing]

@@JuanGarcia-qq1sw thanks brother, appreciate your feedback 🙏

[@ronayotte3571]

Great video. I had fired a client who rescheduled twice.. then was a no call, no show on the third date. She called me a year later and said "I'm ready to have my car detailed... is it the same price?" I told her "No, and you need to find another detailer". I reminded her that I rescheduled her twice at her request and the third time she was a no call/no show and refused to answer my calls or text. Her reaction was "Are you serious? to which I answered with a simple "yes".

[@ronayotte3571]

The other two clients I fired.. one complained and demanded a refund a week after I did the detail on his GMC Acadia. He complained about water spots (it rained). He complained about leaves in the cowling (it was autumn, he parked under trees). He complained about brake dust on the wheels (he drove the car). He said he had "referrals" for me, I told him I did not want or need them. The other client had a check engine light come on. She called and told me to "expect a bill"... I did not detail the engine bay. It was a bad sensor in the exhaust system. She then wanted me to detail her car again because the Audi dealership washed it and added the DISSO (dealership installed scratch and swirl option). I declined.

[@topstardetailing]

Can’t stand people who don’t respect/value other peoples time!

[@topstardetailing]

@@ronayotte3571 disso 😂 haven’t heard that one before. I had someone want me to come back the next day because it rained overnight and im like yeeaaahhh it doesn’t work like that… it’s not like a drive through wash where you can just go back and drive through again… there’s time and labor involved and mine isn’t free.

[@CPrideC]

Great video Jeff! 💖

[@topstardetailing]

Thank You! :)

[@chrissimmons9969]

I can see no issues with how you handled the examples you cited. You seem like a very reasonable guy to me.

[@topstardetailing]

Thanks Chris! Appreciate your feedback

[@gregory3227]

You’re correct about the detailing market being saturated. It’s saturated with detailers but definitely not saturated true detailing businesses. Huge difference between the two. It’s way more than just cleaning a car.

[@topstardetailing]

@@gregory3227 I agree 💯 Greg! Cheers brother

[@rommelsanchez2175]

Can you make a video about when you increase your prices and why you increase your prices.

[@topstardetailing]

@@rommelsanchez2175 it’s coming next week my brother 😎

[@chausonharmon693]

Reminds me of Randal Graves... "Hey, You arent allowed to rent here anymore!!!" Its a two way street, I have had stuff like that happen and I called and paid some of the money for a service because that person lost money that they could have made in that time.

[@topstardetailing]

@@chausonharmon693 I feel like that would be the right thing to do, I would never waste someone’s time like that because I would feel like a total dirtbag and if I did do it on accident then I would at least offer something to make up for it. I think sometimes people don’t realize that like you said it’s not just the fact that you wasted time, but there is also an opportunity cost involved because you could have booked another customer for that time slot.

[@corumaiello9482]

I also found that in my area, there are quite a few mobile detailers but after calling, these guys don’t even answer the phone professionally or don’t even get back to you…it’s easy to stand out by just being professional I’ve noticed

[@topstardetailing]

@@corumaiello9482 💯 Corum! The bar is set pretty low

[@dayertrevizo3092]

Thanks for the great advice man 🤙

[@topstardetailing]

@@dayertrevizo3092 glad you enjoyed it, thanks for the feedback brother! Cheers

[@dayertrevizo3092]

@ keep doing great things out there brotha, how big of a water tank you running on in your rig Jeff?

[@topstardetailing]

@ I run 100 gallon tank in my set up

[@barlowgarage449]

i recently fired a client for taking to long to pay for service. would you believe that fkker went left me a low google review. like wtf for 3 months i gave buddy best service i could and not once he did he leave a review or refer anyone else. but soon as I tell him I wont be servicing him anymore boom 2 star review

[@topstardetailing]

@@barlowgarage449 yeah unfortunately that’s usually the case… many people won’t take the time to help another person out by posting something positive because it doesn’t serve them in anyway, but if they are upset about something they won’t hesitate to jump on that keyboard and tell the world about it! Not everyone, but many people… that’s the world we live in today… people are very easily offended and don’t know how to deal with it, process it… in my generation we learned it’s ok to be offended by something… you can get offended and realize you’re not made of glass and you go on with your daily life without having to jump on the keyboard and tell the world about it. Sorry that happened to you brother, the best thing you can do is reply to it in a calm professional manner explaining your side, most customers that read it are more interested in the demeanor of how you respond to those type of reviews rather than the actual review itself.

[@killermobiledetailing2795]

I think I might’ve had one or two in my whole lifetime at the beginning starting the business but not anymore for the last 20 years. I always text him one day before with the reminder and they have to confirm your appointment by text or call or I won’t show up the next day. That’s how I avoid something like that. 👍🏻

[@topstardetailing]

@@killermobiledetailing2795 I do the same, and did that on these specific details as well, like I said it’s really rare that this sort of thing ever happens to me, but twice in the last month and there were extenuating circumstances for these particular incidents. It’s not a common occurrence for me so I really don’t worry too much about it. Thanks for sharing your insight on the topic… appreciate your feedback 🙏

[@Homewithdaddy]

A missed appointment and no apology I would prob say no problem for the reschedule but I will need to take a deposit or upfront payment (depending how you feel they gonna muck you around or not) The sad thing is people will jump on the leaving you a bad review train if you decline them sometimes. Taking a non refundable deposit or payment will most likely secure the detail and them not mucking you around

[@topstardetailing]

@@Homewithdaddy if you take a deposit on a cc they can simply dispute the charge and they will win if the service was not performed. It’s not worth it for me to take deposits unless it’s a really big job that requires me to block off the whole day. Appreciate your input my friend! 🤙🏽

[@Homewithdaddy]

That sucks forgot about that. Unless it was other payment methods it may work. I was thinking of using that method as more of a deterrent not to book again and leave on friendly terms, but it’s an awkward one to deal with

[@stephonbandy1330]

Great job

[@topstardetailing]

@@stephonbandy1330 thank you Stephon 🙏

[@garciasautomotivedetail5196]

Good content JEFF

[@topstardetailing]

@@garciasautomotivedetail5196 thank you my friend! Appreciate your feedback 🙏

[@gtileo]

in cases like this mobile detailers should collect a deposit before hand for the gas and time wasted getting to the customers location on the off chance of a no show, if they are a regular customer or have a good excuse for missing you can always reschedule and not charge them for the missed appointment, but for those assholes that just don't value your time they should defiantly get hit with a $50 time wasting charge. the sad thing is other detailers won't do this so if you wanted to do this it would be pretty hard to ask and risk losing a customer. so working with it it might be beneficial to make a confirmation call an hour before the appointment

[@topstardetailing]

@@gtileo I hear what you’re saying and I do confirm all my appointments. Most of the time I don’t take a deposit unless it’s a big job like ceramic coating that requires me to order product and block off a whole day. In regards to cancellation charges I don’t think it’s a matter of detailers not wanting to do it, but it’s the fact that it’s just not enforceable. You can’t charge a customers credit card for a service you didn’t perform or they will just dispute the charge and you will lose the dispute every time so all that will do is piss off the customer and possibly cause them to leave you a bad review even if they are the ones in the wrong 😑 Appreciate your input 🙏

[@alexandrews2108]

I have my clients pay a 20% deposit when they book. If they miss the appointment, then I keep the deposit.

[@topstardetailing]

@@alexandrews2108 yeah but if they dispute that charge with their credit card company you will lose that dispute because the service wasn’t performed. It’s pretty rare that this situation happens to me because I confirm all my appointments so it’s not usually an issue

[@TRIGGAMAN_LOCO]

When you show up to a first time detail, do you take payments before you get started or do you perform the detail and then take payment after?

[@topstardetailing]

@@TRIGGAMAN_LOCO only once the service has been completed and the customer is 100% satisfied with the results.

[@nickycabanillas7074]

I charge a cancelation fee of $50 if they cancel day of or if I get there and they are a no show

[@topstardetailing]

@@nickycabanillas7074 ok, but how are you going to make someone pay that? If im the customer and you say I owe $50 for canceling day of… how do you intend to get the money? Customers are not going to be like ok go ahead and charge me $50 here’s my cc information.

[@KingTheDetailer]

I put a note on clients like that and of they ever do call back price goes up 20%

[@topstardetailing]

@@KingTheDetailer you hit em with the bad client tax 😂 👍🏼

[@KingTheDetailer]

@topstardetailing dam right brother gots to , if they want the detail they are gonna pay for making me waist my time the first time because 90% of then you want to feel bad so you do the detail and they don't even tip so you gotta hit them with that 20% bad client tax and if they want it pay if not find someone else. I don't change my prices for no one , I just had a customer that wanted me to take a look at his suv while I was at my weekly clients house doing his porch , I gave him a quote for a full interior and exterior $350 he came back talking about $320 , i gave him my clearance and told him when you have the extra 30$ give me a call and walk away 😆 🤣 bro had that look like wtf just happened

[@topstardetailing]

@ I might have to start implementing a bad client tax on some people 😂

[@ryancismesia3062]

Do you require deposit?

[@topstardetailing]

@@ryancismesia3062 I go into this topic in an earlier video, but no. The reason being is that they are not enforceable so if someone cancels and wants their money back and you refuse to give it to them all they are going to do is dispute the charge on their credit card and you will lose that dispute every time because the service was not performed. Not only that, but in most cases the customer will get upset whether they are in the wrong or not and could potentially leave you a negative review. It’s just not worth it to me, im a firm believers in good communication with your customers and confirming your appointments. It rarely happens so it’s not usually an issue and when it does happen the customer usually has a good reason or circumstance where they just need to reschedule for another time. It’s just part of being a business owner in any type of business. Just my opinion on it anyway.

[@korierm74]

Life be lifin'. Have to give folks grace at times. You only get 1 of those, though.

[@topstardetailing]

@@korierm74 💯 thanks for the feedback 🙏

[@jessewilliams875]

Have you ever had a client not pay?

[@topstardetailing]

@@jessewilliams875 no… I always hold their keys as collateral ;) But it has never been an issue for me

[@LMDTVNetwork]

I make all my new. Customers put a deposit

[@topstardetailing]

@@LMDTVNetwork by credit card or payment app?

[@LMDTVNetwork]

They use there cards for the deposit and sign in on our website and fill out the necessary forms.

[@topstardetailing]

@ ok, but if they wanted to cancel and you refuse to give their deposit back all they have to do is call their cc company dispute the charge and they will get a refund that way since the service was not performed. Plus if you refuse to give them a refund and they get upset they will also most likely leave you a bad review even if they were in the wrong… so what’s the point of taking a deposit? It just seems like a bunch of extra work for both you and the customer and in the end it’s not really enforceable anyway. Everyone has their own way of doing things and you should do what works for you, but personally I would rather just have a confirmation text/call with the customer.

[@LMDTVNetwork]

@ that’s why you put everything in a contract so you don’t get screwed.

[@topstardetailing]

@ it seems like alot of work for both you and the customer and in the end that contract still won’t be enforceable when it comes down to a credit card dispute… maybe for a big job like ceramic coating or something, but for daily details it wouldn’t make sense for me.

[@jamesjgtst]

Yet to watch a video of yours that wasn't insightful. Content is top notch and can tell you have a really passion for the job and business. The night shift worker with a missed appointment that subsequently tipped $100 sounds like a good human too 👍👍👍

[@topstardetailing]

@@jamesjgtst thank you brother! It’s so crazy that you commented about that specific customer because she turned out to be a monthly maintenance client and im actually detailing that particular customers car right now as I am writing this… hand to god! Appreciate you 🙏

[@jamesjgtst]

@topstardetailing I'm actually in Australia, so even more crazy given the time difference 😄

[@topstardetailing]

@ 🙃

[@allthingsdetailing7001]

Take a deposit . Problem solved

[@topstardetailing]

@@allthingsdetailing7001 the problem with deposits is that if you take a deposit on a credit card and the customer disputes the charge you will lose that dispute every time if the service hasn’t been performed… and if you refuse to give a customer their money back then they will most likely leave you a bad review even if they are in the wrong… it’s just not worth it in my opinion. It’s pretty rare that it’s ever an issue for me because I confirm all my appointments either the day before or morning of.

[@allthingsdetailing7001]

@@topstardetailing I disagree, I haven’t had this ever happen in the 3 years I’ve been collecting 25% deposits . I only have no shows when I forget to collect a deposit .

[@topstardetailing]

@ 👍🏼

[@universalask]

Wear gloves

[@topstardetailing]

@@universalask I wear them when I’m doing interiors and putting shine on the tires, not much need when you’re washing the exterior… a little soap won’t hurt ya

[@patrickg7569]

Seems like KZbin is the focus for a lot of detailers these days. No disrespect but I don’t see the hustle, just chillin washing cars and making videos.

[@topstardetailing]

@@patrickg7569 none taken… aside from google KZbin is the second biggest search engine in the world so it only makes sense to have a presence there. I enjoy the detailing business and like sharing my experiences with the detailing community. I enjoy watching other detailers content as well and it helped me out when I was new and just starting out so it’s my way of giving back to the detailing community.

[@kirkwilson5900]

This guy works his butt off. KZbin or not.

[@topstardetailing]

@ yeah I do, but I love it! ;)

[@Nardog1554]

Not seeing the hustle and Jeff looking like he is just chillin while he is washing/detailing proves how efficient and successful he is.

[@topstardetailing]

@ yeah some people don’t understand it’s a little different when you’re filming and detailing vs just detailing. Some people apparently assume this is the pace you are working at normally when detailing everyday, but in order to make a decent video and provide quality content you have to adjust the pace to the situation to be able to cover information and detail at the same time. Of course I am much faster when I’m not filming and answering questions while I’m working, but if I just went full speed in hustling mode it wouldn’t make for a very good video unless im doing a video on how fast I can detail someone’s car 😂 Normally im detailing 20-30 cars per week on average and I get it done at a pace that is very profitable without compromising the quality of my work. Another thing I think most people don’t realize about these videos is that Reyes comes into Vegas from CA and is only here for a few days so we’re cranking out a dozen videos of me on 4 different jobs each day for 3 days straight… would love to see someone else try to detail 12 vehicles in 3 days while making a quality video of each one and then say they don’t see the hustle. Easier said than done I promise you!