setting customer expectations

[George G.]

When y'all are out on a job, do you set the customer's expecations or explain to that what you're doing? The reason I ask, I had a huge bullseye repaired once(before I thought about doing this myself) and the tech explained to me the process of repairing it using resin and that it's intended to keep it from spreading and not actually "repairing" it. Kinda helpfull because I had no clue as to the process but thought it was repaired with liquid glass or something This kinda lowered my expectations. He could've also been covering his a** because it was bigger than a half dollar and still obviously visible.

[Chips_Away_Windshield_Repair]

Geo., I,m just a newby on the forum but glad to pass on what I consider to be a important part of any business, having retired from 32 years chemical sales and maintaining a customer base of reguluar clients for most of those years.
To me, getting the customer involved in what to expect and why I'm going to do what I do really sells them on my ability. I like to show them the air being removed, the resin flowing in...the whole nine yards as the job progresses. If something doesn't work out just right they have an understanding of why. Also keeps them away from cheap dudes.
Any way, it's their $'s and vehicle worth some money and they seem to appreciate the straight forwardness. It always pays dividents with repeat business and referals.
Best of all to yu' from fellow Texan!

[desertstars]

I agree with graybeard.

One step further.

I tell the customer the damage will look 75 or 80% better while explaining that the main intent is to save the windshield.

When it ends up looking 95 to 99.9% better, they are pleased.

[GlassStarz]

I try to tell the customer that sometimes they dont look alot different and that the goal is to stop further breaking then when it looks noticably better they are happy and think the got more than they paid for.

Hey this would work in dating look honey this is only gonna take a couple minutes and you might not even know I was there.

[gold star wsr]

Regarding the finished appearance of the repair, I explain that the main purpose of wsr is to stabalize the glass and prevent further damage, and that the cosmetic improvement is an added benefit. I compare it to when you cut yourself... there is going to be a scar, even though it heals completely. The deeper and longer the cut, the bigger the scar. I tell them that two words I dont use in the wsr vocabulary are *invisible* and *disappear*. Then, when I am finished, and they look at their windshield, they are impressed that I was able to work such magic! I never try to sell windshield repair for its cosmetic value alone. Someone who expects a pristine, like brand-new windshield will be disappointed no matter how wonderful the repair turns out.