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đšEP 73: THE ONLY VIDEO YOU NEED TO WATCH TO RUN A 6 FIGURE DETAILING BUSINESS
Success in detailing isn't just about polishing cars, it's about creating exceptional customer experiences. In Episode 73 of the Suds to Success Podcast, Andrew St-Pierre and Ercan Hurmuzlu break down the systems, communication strategies, and business principles that help detailing companies grow to six figures and beyond. From handling difficult customers and enforcing deposit policies to setting realistic expectations and increasing sales through value-added services, this episode delivers practical advice every detailer can implement immediately. If you're looking to build trust, improve customer retention, and create a business customers love, this episode is a must-watch.
Andrew St-Pierre
6/19/20263 min read
đšEP 73: THE ONLY VIDEO YOU NEED TO WATCH TO RUN A 6 FIGURE DETAILING BUSINESS
đď¸ HOSTED BY ~ ANDREW ST-PIERRE & ERCAN HURMUZLU SUDS TO SUCCESS PODCAST
If thereâs one episode every detailer should listen to, this might be it.
In Episode 73 of the Suds to Success Podcast, Andrew and Ercan dive deep into one of the most overlooked aspects of running a successful detailing business: customer expectations and customer experience.
From handling difficult customers and managing deposits to creating unforgettable customer experiences that generate more sales and referrals, this episode is packed with practical lessons that can transform your business.
đŻ CUSTOMER EXPERIENCE IS THE REAL GAME CHANGER
Many detailers spend countless hours worrying about marketing, ads, and pricing.
But what if the biggest growth opportunity is simply improving how you treat customers?
Ercan shares how focusing on customer experience has led to more ceramic coating bookings, more tint inquiries, and more PPF requestsâwithout increasing advertising spend.
The lesson?
đ People remember how you make them feel.
đŹ STOP TALKING, START LISTENING
One major breakthrough discussed in this episode is learning when to stop talking.
Many business owners make the mistake of overwhelming customers with information.
Instead :
â Listen carefully
â Answer their questions
â Let them process the value
Sometimes the most powerful sales tool is silence.
đ° DEPOSITS PROTECT YOUR BUSINESS
Andrew and Ercan explain why deposits are non-negotiable.
A deposit isn't just about securing a booking.
It's about:
âď¸ Protecting your schedule
âď¸ Filtering serious customers
âď¸ Respecting your team's time
âď¸ Eliminating costly no-shows
The businesses that stay consistent with their policies often attract better customers and experience fewer headaches.
đŤ DON'T PROMISE PERFECTION
One of the most important lessons shared in this episode:
Never guarantee perfection.
Customers need realistic expectations.
Instead of promising a flawless result, focus on:
đš Improving the vehicle's condition
đš Explaining limitations honestly
đš Communicating clearly before work begins
Honesty builds trustâand trust builds long-term customers.
đ¤ HOW TO HANDLE DIFFICULT CUSTOMERS
Not every customer will be easy.
The key is maintaining professionalism while setting boundaries.
Some customers may:
â ď¸ Challenge your policies
â ď¸ Ask for discounts
â ď¸ Ignore appointment procedures
â ď¸ Have unrealistic expectations
The solution?
Stay calm.
Stay consistent.
Stay professional.
The right customers will respect your standards.
đ ADD VALUE INSTEAD OF DISCOUNTING
Rather than lowering prices, Andrew shares a smarter strategy:
Add value.
Examples include:
⨠Free windshield coatings
⨠Complimentary floor mat cleaning
⨠Rental vehicle assistance
⨠Convenience-focused services
Customers often appreciate added value far more than a small discount.
đ CUSTOMER EXPERIENCE LEADS TO MORE SALES
The easiest way to increase sales isn't always through aggressive selling.
It's by removing friction.
Making things easier for customers through:
âď¸ Clear communication
âď¸ Rental vehicles
âď¸ Flexible scheduling
âď¸ Helpful recommendations
âď¸ Professional guidance
creates trust and naturally increases average ticket value.
đĽ BUILDING A BUSINESS PEOPLE WANT TO SUPPORT
The conversation also highlights the importance of working with companies and partners who share the same values.
Whether discussing detailing, software, or industry partnerships, the message remains the same:
Character matters.
Businesses built on trust, honesty, and genuine customer care will always stand out.
đ FINAL TAKEAWAY
If you master just two things:
â Customer Experience
â Managing Customer Expectations
You'll already be ahead of most businesses in the industry.
The best marketing isn't always another ad campaign.
Sometimes it's simply delivering an experience people can't stop talking about.
đ§ LISTEN TO EPISODE 73 NOW!
This episode is packed with real-world lessons, business insights, and practical strategies that every detailer can start implementing immediately.
đĽ Better customers.
đĽ Better reviews.
đĽ Better profits.
đĽ Less stress.
That's the goal.
Ready to Take Your Detailing Business to the Next Level?
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Running a successful detailing business takes more than great workâit takes the right systems.
đš Manage leads with ease
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đš Stay organized and save time
đš Grow your business smarter, not harder
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đ¤ Stay Connected with Suds To Success
The conversation doesn't stop when the episode ends.
â đ Website: https://sudstosuccesspodcast.com/
â đ¸ Instagram: https://www.instagram.com/sudstosuccesspodcast/
â đą Facebook: https://www.facebook.com/sudstosuccesspodcast
â đĽ Join Our Community: https://bit.ly/suds-facebook-group
đĄ Connect with fellow detailers, share experiences, learn from industry leaders, and stay updated with every new episode.
â Learn. Grow. Connect. Succeed.
Customer experience isn't an expense, it's your competitive advantage.
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