Managing Expectations

Introduction

One of the most frustrating part of a service from a customer’s perspective is paying for something to be done and then it’s not done to the level you thought they would be able to perform to. This is part of any service industry where expectations must be managed before the job is done. There are multiple ways we do it and that will be discussed in this post.

1. Manage expectations on the website

2. Manage expectations over the phone

3. Manage expectations in person

Website design matters!

The easiest way to manage expectations: explain what is included (on website)

For example, when explaining the difference in services, it’s best to start with the lowest tier and then move up when coming from the perspective of explaining what’s included. While sales training will tell you to go from the highest-priced service to the lowest, when explaining the difference in services, it makes more sense to explain from the perspective of what you get in addition for each service. So for our mini-interior detail, we explain that it features a vacuum and wipe-down of the interior. This gets the gist across and our reputation gives credence that while it is a vacuum and wipe-down service, our standard of this service is explained in our reputation and ratings online. For our full-on interior detail service, we explain it includes shampooing and steam cleaning, which infers we are using heavy machinery and tools to remove stains and dirt stuck in the material. We also include a full-on step-by-step overview of what we do so that potential clients will know exactly what we will do and exactly what they are paying for before they make any commitment at all. This builds trust like no other way and is the easiest way to manage expectations.

The second easiest way to manage expectations: explain what is not included (over the phone)

This is where it gets a little bit more advanced because you have to have had experience in many different situations to explain well what is not included while also explaining in such a manner that conveys that you are confident in your abilities and are experienced enough to give advice if that’s all you can give if they don’t want to pay the price. Sometimes the customer will not want to pay the fair market price for service, but you can still leave them with a good experience by explaining what they can do to fix their solution either in tools they need, where to go, or chemicals that will help clean or protect their vehicle.

So for this explanation, we ask for context by asking questions like are there kids in the vehicle? Pet hair? Or sand? From knowing what vehicles with these conditions are able to look like, it is often that we know what other issues might come up. Kids in the car? Sticky residue and melted gum are to be expected. Dog hair? Carpets might not come out perfect unless our “excess pet hair” add-on service is added. Also, one thing to note is that dog hair in a Mercedes will come out much easier than a new Kia or Honda so we only have this service for specific manufacturers. Different fabrics and carpets will let go of contaminants easier than others. A carpet that is “fluffier” will let go of pet hair easier than a compacted carpet.

A vacuum will not remove all dog hair or sand when it has woven itself deep in the fabric and thus we then explain that our mini interior detail does not remove all hair or sand. Even in some extreme cases, our interior detail will not be able to remove all. This is where the 3rd hardest way to manage expectations comes in:

The third easiest way to manage expectations: (on location)

This is where it’s hardest. You need to be able to see and feel the material you’ll be working with and know what can and cannot happen. The reason this is the hardest is that by this point there’s already been some outline or overview of what can happen so not only do you have to manage expectations of what the customer perceived the explanation online or over the phone to be but also make sure the client knows you aren’t trying to scam them, and that you are simply trying to let them know what can and cannot happen. This conversation is hard at times and nerve-racking and runs the risk of the job being canceled even when you have arrived. However, this is much better than doing a service and the client ends up paying for something they didn’t get.

For example, an interior detail service DOES remove stains. However, if the stain has been like that for years, it is impossible to remove it within the time frame of a standard interior detail. In some cases, we will in fact recommend an interior restoration service to perform the service the client is actually looking for.

This is why we explain everything as much as we can before we get to this point. Start on the website, then explain over the phone, and make sure to inspect vehicles before you begin and explain what can and cannot happen. The more honest you are, the better, and the better the service, the happier the client. Stay shining San Diego!