Weekend Ruin

wash_me

wash_me

New member
I get done washing and waxing a black SUV, and then the customer call me over to show me a scratch that she thinks I did. There’s no way I could of did it, but I said I would pay for it. The thing that sucks about this is that it’s a big title company where I get a lot of business and I worry that my name is going get trash because of this.
 
Wash_Me said:
I get done washing and waxing a black SUV, and then the customer call me over to show me a scratch that she thinks I did. There’s no way I could of did it, but I said I would pay for it. The thing that sucks about this is that it’s a big title company where I get a lot of business and I worry that my name is going get trash because of this.
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This kind of thing is going to happen unfortunately over the course of doing business so you should do 2 thing s to try and prevent it. (1) buy a digital camera and snap a few pics before you start every job - not a bad idea even if just to show before/after for later but it will at least show any damage if there is any (2) use a vehicle inspection sheet/work order for a pre-inspection of the vehicle and have it signed by the customer before you start working on the car.



I think most people who have been in this business for a while have had someone like that but you just have to deal with them and move on. We had a woman pull that crap with me and it was sooooo obvious that it was fresh damage done AFTER we had detailed her car (she came back 2 days later and said we did it) but it wasn't worth arguing over $75 so we just paid to have it fixed and told her thanks and don't come back.



Try and protect yourself by using the camera and doing the pre-inspection. I will send you a sample of a inspection/work order if you like - let me know.
 
It has rain here this week and all the cars have rain dust on them, it make it hard to see any damage. I am not sure if I am handling this right, is there anything else I should do besides paying for the damage? Should I give back the $65 she pay me? What can I do smooth thing over for I wont lose any business at the title company?





Scott can you email me the pre-inspection sheet and is it the same one that Ron has on his web site?



[email protected]
 
Oh without a doubt, use an inspection report first and foremost!!



As for customer relations, smile! Gladly rectify the scratch at whatever makes the customer happy! Offer to refund the cost of the detail before they ask! If you value the customer, do whatever is necessary to keep them happy and coming back! Do not try to argue the problem, just offer sympathy, appologize and explain that you take every precaution to prevent ANY damage and quickly show how you protect the finishes.



I had a same problem, just offered " I'm terribly sorry, would you like the dealer or your bodyshop to repair this for you?" "I'll arrange for them to come to the site and give me the amount, then we can schedule for it to be repaired as soon as possible." "Again, I'm terribly sorry and I'd like to offer you (your choice on this one) a refund or another detail free of charge and one for 1/2 off for one of your other employee's cars or friends" "I want to insure your satisfaction with the results of my work" "Please understand that I take all precautions in preparing your vehicle and I neglected to do my pre-inspection with you prior to working on the car." " Let me call the dealer/bodyshop now so we can rectify this right away, and I'll contact you so we can get it in right away"



Now, the person was quite happy with my resolution and I gained so much work from this, as I stood behind my work, and offered to solve a problem that although was not in anyway caused by me, had it done quickly so the customer does not dwell on the problem long enough to be mad or upset. I scheduled and handled the whole thing, picking up the car and dropping it off.



I'm not in the business anymore as every Tom-**** and Harry started a detailing business in the area and just felt it was over saturation as some undercut prices etc.



Anyway, always walk the car with the customer, not so much to first point out scratches, but to see and show areas needing attention and how you will correct it. If you find a scratch, I used to use a china marker to highlight it before I took a pic of it. Sometimes I can get it out, other times it takes the shop to touch it up, or I'll do it at a later date.



Good luck, and keep the customer happy without loosing your shirt! You can tell a customer out to get something for nothing at times, and those you do not want their business!



Regards,

Deanski
 
Wash_Me said:
It has rain here this week and all the cars have rain dust on them, it make it hard to see any damage. I am not sure if I am handling this right, is there anything else I should do besides paying for the damage? Should I give back the $65 she pay me? What can I do smooth thing over for I wont lose any business at the title company?





Scott can you email me the pre-inspection sheet and is it the same one that Ron has on his web site?



[email protected]
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It's not an inspection sheet anyone here has seen before. I got it through a training course I attended and grabbed on eto use as a basis for my own inspection sheet. I will send you a scan so you can have a look.
 
I do an pre detail inspection with the customer and another one after the detail to cover my rear end. It is the best way I've found to keep that type of thing from happening to me.



I hope you can make the person happy with however you decide to handle it and if you clean her car again, make sure you go over the whole car before and after you work on it.
 
Deanski said:
"Again, I'm terribly sorry and I'd like to offer you (your choice on this one) a refund or another detail free of charge and one for 1/2 off for one of your other employee's cars or friends"



Regards,

Deanski
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That's hilarious. You would detail one of their friends for ½ off! Just joking Deanski.



Offer the next detail free of charge and you would then know whether you are going to get to keep the customer pretty much from the get go. If you don't get an immediate "I'd never let you work on my car again!" then you'll probably retain the customer and have the opportunity to get your expenditures back over time.
 
Here's an update, I wanted to return her $65.00 but she did not want it, she say I did a good job but she wants me to get the scratch fix. So I said ok and call DentPro to fix the scratch. Its going to cost me $75.00 to get the scratch fix, so it kindled of cost me $10.00 and my time. Once I get the pre-inspection sheet from ShineShop I don't think I'll have any more problams like this again.
 
One thing I do any time I take my car to a shop no matter what its for I take the service manager out with me and we go over every panel then the interior then the engine and every flaw (which there is very few of if any) is pointed out and recorded. They I have them agree this is the condition the car will be returned in. This does a couple of things,



1) Sets the ground rules and who is responsible for any damages or messes incured. Removes the doubt of who did it.





2) Lets them know there is pride here and that they are to treat it with respect.



I an anal about this but it has eliminated finger pointing and in one case paid for a fender repaint because the shop dragged an air hose over the fender.



Thi is both benificial to customer and the shop.
 
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