Would You Tell The Client?

jaybs95 said:
:rofl:rofl:rofl



But to be serious the customer should have been informed right after it happened.BEFORE you had any repairs made! Show them where the damage is(it will avoid the later "it never did that before") and let them take it to the bodyshop of THEIR choice (at your expense)...

Picture yourself as the customer and it was your car, what would you expect to be done?

But that's just my $.02



"J"
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Agreed. I'd be infuriated if someone 'fixed' my car without my permission.
 
People make mistakes, I accept that. Not owning up to a mistake is not going to make you feel good about yourself. In the event of the client finding out, you are not only in trouble but your reputation will also be questioned. This is not good for profits.



Dont forget, the cover up is always worse than the original crime.



If this woman does not take the news well, that is fine, you have acted in good faith and with honour and that is what counts
 
Jimmy Buffit said:
So here's the deal: Client leaves his Mom's car for a complete detail. She's away for a week. We have our first MAJOR screwup... the right rear door is left open as we back the car out of the shop. SMACK! $900 damage to the rear door! My local body shop gets it finished (THREE STAGE PEARLESCENT WHITE!) in two days.!



So, now the car is good again. Ready for delivery.



Question is: "Do we tell the Client?"



Think it thru b4 responding. What if it was YOUR business?



Jim
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Absolutely - before we had any damage repaired. That's a pretty serious repair and I for one would definitely want to know if someone had repainted a panel on my car. I also think it's the customer's right to know. For something small like a fixable scratch you can easily polish out I wouldn't bother but for anything that requires an actual repair you need to do the right thing. The customer will more than likely be impressed with your honesty and if you treat them right you won't losethe customer. How about this: What happens if they find out you had the repair done without their knowledge and permission?
 
ShineShop said:
Absolutely - before we had any damage repaired. That's a pretty serious repair and I for one would definitely want to know if someone had repainted a panel on my car. I also think it's the customer's right to know....
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Absolutely. I've been on both sides of this one- made mistakes on people's cars (and other stuff) and I've had cars damaged by shops, from minor stuff that someone else wouldn't have noticed to Accumulatorette's A8 getting sideswiped by a semi :eek:



Hey, [stuff] happens, you just gotta step up and do what's right.



When I did something regrettable, if it required any *real* repair, I always explained what happened and what I proposed to do and then let the owner decide. When it happened *to* my cars, had I not been informed before any repairs were done... oh, man, I would have [been highly displeased] and done something about it.
 
if you're in the business long enough, accidents will happen and definitely the ONLY way to handle accidents is to tell the customer ASAP.



If you have a solution to the problem, let them know the options. It's really up to them to decide whether your solution is good enough or not.



Personally, I wouldn't be too happy if an accident occured and the shop fixed it without informing me, whether the result is good or not. That's not for the shop to decide. What if I decide that the only option I'd consider is to get a new panel from the dealer and have it painted somewhere else... It should'nt have been the shop's decision.
 
Tough call



What type of person are you dealing with "nothing is ever good enough" type, or Understanding and Forgiving?

What type of vehicle was it a collector, one of a kind or the run of the mill daily driver?



What type of re pour do you have with your Insurance agent?

and what do they think you should do?



As a business owner you have a responsibility to keep the customer informed, Accidents like this happen, This is why you have Insurance.. Bending over to please this one customer will be easyer than trying to replace the10 you lost from the bad word of mouth.
 
While your customer may react differently everytime, honesty is the only course of action to take. Personally, I would be very angry if I was not told that there was any damage to my vehicle, fixed or otherwise. I think the majority of people will react well if you are honest and the door looks fine. But even if it causes you grief to tell the person the truth, you will still have done the moral thing and can be happy with that. Telling the truth when it is easy is honest. Telling it when it is hard is righteous.
 
It is a nobrainer to tell the customer...preferably before the repair is made.



I find it hard to believe that anyone on this site would not want to be told about it before their car was repaired.....to ensure it was repaired to Autopian standards.



Personally, I would not want to do business with anyone that would have to consider whether or not to do the right thing.
 
Scottwax said:
Be honest about it. Odds are they will be so impressed with your honesty and the fact that you had it fixed without involving them in the hassle that they will likely leave with a very high impression of your professionalism.
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I disagree, I'd be so pissed that I'd never take it to them again. A shop will never perfectly match a re-sprayed panel. You may think you can, but sometime, in some certain light, the owner will see the mis-match.



IF you decide to tell them, give them their next full detail for free.
 
Actually a good shop can match a panel but that is not the point. Even if you lose the customer you did the right thing in telling the customer. $900 seems like a lot of damage here but it really isn't when you're talking bodywork. Around here 800 will get you a panel just sprayed, with no damage.
 
Well, I delivered the car this morning. He and his Mom inspected the car and were quite pleased with the result of our detailing efforts.



Then I told them about the 'incident', and gave them a close inspection of the repair. They were quite surprised that I even mentioned it to them. I did not 'comp' the work.



A good ending to a sensitive situation..



The comments offered here played a big part in my decision making process. I certainly feel better, having done the right thing.



Thanks to all!



Jim
 
Jimmy Buffit said:
Well, I delivered the car this morning. He and his Mom inspected the car and were quite pleased with the result of our detailing efforts.



Then I told them about the 'incident', and gave them a close inspection of the repair. They were quite surprised that I even mentioned it to them. I did not 'comp' the work.



A good ending to a sensitive situation..



The comments offered here played a big part in my decision making process. I certainly feel better, having done the right thing.



Thanks to all!



Jim
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Good to hear it turned out well. Most people dont care about resprays and dont even know the difference.

I bet that "error" wont happen again :D, you and everyone in your shop will check 3 times before backing a car out.

What kinda car was it? Were they upset at all? Or just like ok, whatever?



:spot
 
You did the right thing. Now to make it a positive rather than a $900 hit take some steps to make sure it couldn't happen again. Though this may seem like overkill buy a couple of tall orange highway cones or barrels. Put them behind the car when you pull it in. When you go to pull it out walk down the passanger side of the car, move the cone and walk up the drivers side. You'll likely not only never have this happen again but never run over tools, buckets, employees finishing up the rear bumper... well you know what I mean.
 
GearHead_1- That's a *very good* suggestion for a pro shop, and maybe even for some home detailers too. Especially with the, uhm, unpredictable nature of employees. Setting up a carved-in-stone procedure like that would pay for itself- the time "wasted" wouldn't come close to equaling the first accident that is avoided.
 
It was a 01 Lincoln Town Car Signature, 74,000 miles. 3stage Pearl White. Required complete repaint of the rt rear quarter.



I offered to show them the invoice, and the shop's lifetime guaranty, but they had no interest...
 
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