Fessing Up.

8

8Banger

New member
Whenever you're finishing a customer's vehicle and you mess something up; lets say you burn through the clear on a side skirt while polishing, how do you tell your customer about what you did to their precious car? I've never done anything harmful to a customer's vehicle *yet* (lets hope i dont), but one day if the time does come I'd like to know how I should share this info with them.



Have you guys ever been in this situation, if so, how did you handle it? I'm sure it's different for those of you who do and those of you who don't have insurance. :nono
 
8Banger said:
do you tell your customer about what you did to their precious car?
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yes, and explain to them what happen. sometimes mistakes are going to happen to anyone, and honesty is the best policy...
 
I thought I had gone through on the bumper of a Miata once. I got the owner to look at it and he didn't care. Once the lighting was changed I could see that I hadn't gone through at all. He was happy to know that I hadn't but it still didn't seem to matter to him.
 
YES, and if someone is offering Detailing Services, they should seriously think about getting insurance. It's not that expensive. I paid $731 ($100 of this was the agent fee), for a $1 million dollar policy. Does the average Mobile Detailing company need $1 million, NO, but if you go down to ANY Marina to do a Boat, you need $1 million!!



So...



If you mess up someones vehicle, you tell them, and assure them that you will have it fixed ASAP!!



JJH

ATX-M.D.
 
I CANT IMAGINE burning through! I would be SOOOOO scared. I have butterflys in my somache even thinking about it!



You said you pay 731... is this monthly?



My fathers old insurance agent has just become a tenant of my fathers building and im hoping maybe he would give me a good deal!
 
my question wasn't weather to tell them or not, but how to tell them, and i was also wondering if any of you guys have dealt with this before. thanks
 
8Banger said:
my question wasn't weather to tell them or not, but how to tell them
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This has never happened to me personally. But, if it did, I would be very honest with the Customer as soon as it happened, I wouldn't finish the job and then tell them. Reason: If he/she asks you when it happened and you tell him/her that it happened 2 hours ago, they may get upset, and not want to pay you because you didn't tell them when it happened.



You would be surprised to see / know how many customers respect the idea of being in the loop of things (I know from experience).



Ultimately, they have some trust in you already because they're allowing you to use a machine on their vehicle. You must have convinced with your knowledge of Detailing, this is where trust comes into play.



Just be honest with them when it happens, and again, assure them that you will have it fixed asap.



Now, keep in mind, depending on the extent of the damage, you may not get paid for your work. But, this does depend on the customer, and how bad the damage is....



JJH

ATX-M.D.
 
baseballlover1 said:
And is this uncommon?
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There are MANY Insurance Companies out there that are trying to make a buck, and there are MANY out there that are trying to get RICH TOO!



When you're ready to start looking, the best thing to do is open your phone book and just start calling and make sure you keep notes on who you called. It can turn out to be lengthy process.....sometimes.



When i recently changed companies, from Berlington to Safeco. I contacted 18 different agents, received 7 quotes back with 3 business days. The lowest was $731 the highest was $2700.00 with a company I wasn't familiar with either!



One thing that alot poeple DON'T know......you can make payments with most of these companies.



It's just like Auto Insurance. But, at a much lower rate.



You may have to put down $250, and pay $50 a month....but Ultimately it's much better than losing your business because you screwed up someones $5K paint job....ya know?



JJH

ATX-M.D.
 
O YEA!!! I might be taking care of an Aston Martin and Bentley along with if i get hooked up with another family here a few lambos and more AM's. I think im going to MAKE SURE that i have insurance before i even touch them.



Sorry for semi hijacking the thread. Lets get back on topic cus this could get interesting!



Have you guys ever not told the client?
 
Austin M Detail,



You don't need to be registered/signed up for your regular auto service for the Insurance correct? Is this just Garage Keeper's? What's the fullest extent of coverage/terms?
 
Best thing to do is tell them right when it happens. If they don't pick up, leave a message saying it is very important that they call you back immediately. Then keep calling. If you get no call back within say 20 minutes, call back and leave a message with exactly what happened. At this point your trust with the client is on the line so you need to be honest...not as honest as possible, but honest - no ifs ands or buts.



I was washing a 7 series once and the V12 emblem on the side fender had come off. The glue had worn off so the emblem literally fell off. I called the client immediately and told them what happened. They weren't happy with the fact that it happened, but were pleased that I had called and told them. I offered to fix it free of charge and they accepted. When payment time came, I was given a generous tip.



Remember to be professional, not as professional as possible.



That's my $0.02.
 
I would have many concerns about a policy as inexpensive as 731 yearly. I pay 139 per month for my garage keepers policy and that gives me 180K in coverage with a 250 deductable. I plan to bump to 500K in 6 months and to a million in coverage after another 6 months.



My only fear with a really inexpensive policy would be once you finally use it, how much are your rates going to increase or will they cancel your policy on you.



Just a thought, Im no insurance expert but I would certainly do your homework before buying a policy.



As for burning paint, I have done it. My customer appreciated my honesty and I had it fixed for him in three days and I took care of his rental car. I think it went so well because I prepared him for it. He had a very deep scratch in the clear and I had already prepared him that it may buff through into the base color. It did but because I was heads up enough to mention it before the work was actually performed he took it very well.



....................................................................C:D
 
Gumball said:
My only fear with a really inexpensive policy would be once you finally use it, how much are your rates going to increase or will they cancel your policy on you.
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Right. It's smart to have insurance, but you'll only want to make a claim when you have a major screw up. Not a good idea on paint burns unless it's well over $1000 to fix (not too likely on 99% of vehicles). I guess it depends on your circumstances.
 
Ok, I messed up the dash of a customers 2007 F-250 with some adhesive remover. I told her what happened and how it was a product failure rather than 100% my fault. Told her I would pay for the damages and that I didnt want an unhappy customer.



Took her 2months to cool off and send me a check. Face it, you are going to run across people that dont care, and some a$$holes that will make a huge deal.
 
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