[Ron Sutton]

Originally Posted by 4mul8ion

This is a great thread and some fascinating posts.

So, what are you looking for in a customer? What signs show a good fit or a poor one?

Kevin

Hi Kevin ...

I am as interested as you to hear some of the shop guys chime in. I think being Sunday, they all took a day off from the thread. I have an opinion, based on my experience, but it may not match up with other builders.

IMHO ... there are a small percentage of bad customers & a larger percentage of good customers ... but just because they're a good customer doesn't mean you two (shop & customer) will fit well together.

I think the list of things that might make someone a bad customer for the shop is pretty obvious:
A. Can't afford what needs to be done
B. Unrealistic of what they should pay for what they get
C. Doesn't pay on time
D. Changes scope of project often
E. Not clear on what they want
F. Clear on what they want, but unclear in communicating it

I think the list that makes good customers not a good fit for the shop or vice versa is a little more cloudy for the customer & shop owner:
1. Style of build wanted differs from what shop is really good at
2. Level of build ($$$) wanted differs from what shop offers
3. Timeline wanted/needed by customer differs from what shop wants/needs
4. Involvement level desired by customer differs from what shop owner wants

I recently had a prospective customer that REALLY wanted a Street-Warrior from me. But the more we talked, the more I got clear he wanted a lot of personal involvement in the build and what I consider a "full custom" Pro-Touring style build where every detail is discussed with & decided on by the customer. I don't build full custom Pro-Touring cars. I consider my Street Warrior cars to be "semi-custom" race cars with street amenities ... where the client picks body style, colors, powertain options, interior & exterior options ... and we build it. Frankly if the customer is picking the parts, it may not perform as well. And if we have to stop & discuss all the little details like rivet color, A/C vents, switch style, etc ... we can't build & deliver it in 12 months, like we guarantee.

I am positive he will be a GREAT customer for a shop that builds full custom Pro-Touring cars. But he & I would have been frustrated with each other, because I don't do ... couldn't do ... what he really wanted.

I think where a lot of shops get in trouble ... and where customers get in pickles with shops ... is they didn't really figure out if they were a good fit for each other. Those situations usually end bad.

Just my 2¢




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