This video is just a quick one, and I’m calling it The 2-Minute Trick to Make Customers Fall in Love with Your PDR Work. I focus a lot in my training membership on customer service and creating the ultimate customer experience. Without customers, you have no work—so while repairing dents to a high standard is important, if you have no dents to repair, you’ll be the poorest dent tech out there.
Spotting Extra Dents to Surprise and Delight
Today, for example, I’m working on a vehicle with damage on both rear doors. I walked around the car with the customer, pointed out and agreed on the damage I’d repair, and also mentioned a few minor dents on the rear wheel arches. I told him I’d look at them if I had time.
After completing the two door repairs—which came out just as I’d hoped—I turned my attention to this extra dent. I hadn’t quoted for it, but since it would only take a few minutes, I decided I’d remove it for free.
Why Over-Delivering Matters
What the customer doesn’t know yet is that there will be no charge for this extra repair. He’s already paid for the main job, and this is just my way of over-delivering.
Some people will say I should charge for every dent—and sure, I could have easily made an extra £20–£100. But offering a little extra at no cost is something I enjoy doing. It builds goodwill and helps create a reputation for service that goes above and beyond expectations.
Quick Repair Walkthrough
Here’s the little dent I’m talking about. It’s similar to one I repaired in a recent video called PDR vs Body Shop. I’m using a couple of glue tabs, giving them a few light pulls, and a tap-down or two if needed. Just the first pull alone made the dent almost disappear, taking barely a minute and a half.
The Power of the Extra Touch
This repair was quick, easy, and free to the customer. When he comes back to collect the car, I’ll walk around it with him and mention that the dent on the rear wheel arch has been taken out and that it’s on the house.
I don’t do this on every job—sometimes I upsell and charge a bit extra—but every so often, I throw in something like this as a little surprise. It’s a simple gesture that leaves a big impression.
Building Loyalty and Long-Term Business
This small touch adds to the customer experience and helps ensure that if he ever needs dent repair again, I’ll be the first person he calls. It also helps build up positive reviews and keeps my schedule full.
That’s it from me—just a little tip that I hope helps you build your own business and create loyal customers who love your work.