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Marcus & DIAL · Season 1, Episode 9

Mobile detailer took fourteen texts to book nothing

S1E9 · “14 Texts. 0 Bookings.”

What happens in this episode

“How do I book?” turns into fourteen messages and five hours of texting, and ends at a $15 tunnel wash. DIAL replaces every clarifying question with one link.

  1. A customer asks how she books. Marcus asks where she is located. Downey.
  2. She asks what he has. He asks what car, then what service. She asks what the difference is.
  3. By message nine he is explaining that a full detail is inside and out, three hours, $180. She asks if he comes to her.
  4. Message eleven: yes, what day? Message thirteen: lemme ask my husband.
  5. Message fourteen: she went to the $15 express tunnel wash instead.
  6. Damage report: six DM threads that died at $180 each, five hours spent texting — −$1,080 a month.
  7. In the rerun she asks the same question and gets one link back. She books herself in forty seconds and Marcus never types a word.

Prefer them back to back? Watch Season 1, Part 1 — episodes 1 to 5 in one go.

DIAL’s tip

Answer “how do I book?” with a link, not another question. Every question you send back is one more chance for them to go to the tunnel wash.

Copy and paste this:

Here you go! [your booking link] — pick your service and a time, takes about forty seconds.
Full transcript

On-screen text and dialogue, as captioned.

  1. Mobile detailers: 14 texts. 0 bookings
  2. 2 hours earlier — “how do I book?”
  3. Customer: Downey
  4. Marcus: where are you located?
  5. Should be simple…
  6. Customer: what do u have?
  7. Marcus: what car?
  8. Marcus: what service?
  9. Customer: what’s the difference
  10. Message 9…
  11. Marcus: full = in + out, 3 hrs, $180
  12. Customer: do you come to me?
  13. Message 11…
  14. Marcus: yep! what day?
  15. Customer: lemme ask my husband
  16. Message 13…
  17. Customer: actually I just went to the carwash
  18. Message 14: $15 EXPRESS WASH
  19. She went to the $15 tunnel wash. 14 messages… for $0.
  20. DAMAGE REPORT — DM threads that died: 6 × avg full detail $180 · time spent texting 5 hrs = −$1,080
  21. And that’s just this month. 14 messages. 0 bookings.
  22. Let’s run that back.
  23. Customer: hey how do I book?
  24. 1 message.
  25. Marcus: here you go! book.marcusmobile.com
  26. She books herself. 40 seconds. Marcus didn’t type a thing.
  27. +$1,080 back every month. 1 link. Zero back-and-forth.
  28. DIAL’s tip: Answer “how do I book?” with a link. Not another question.

Go deeper: How to book detailing customers by text

Every leak Marcus has, DIAL fixes.

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