Fessing Up.

[David Fermani]

can we please discuss talking to customers about mess-ups.

Having a high volume shop 8 people detailing means that I've had my fair share of mistakes. Each case is different, but it boils down to being up front & honest. Some situations merit telling them immediately and others after the detail is complete. Just make sure not to do it again and don't get caught lying. Alot of people appreciate honesty and won't hold a mistake against you. If you lie or don't tell them, some people will get even madder and will make it a personal vendetta to see you get screwed as hard a possible. Be honest and professional and the cards will fall the best way they can.



On a side note, if it's something that will require you to come out of pocket, try to get it repaired yourself instead of having the other person do it. People always try padding a repair bill because they were inconvienenced. Try to get paid for your work when it's completed (even if it's more or less than the damage) and write on the receipt the damge done to the vehicle and what you're willing to fix/pay for. Make sure you're notified before any repairs are done so you can confirm they are legitimate.

 

[imported_Gumball]

can we please discuss talking to customers about mess-ups.

You started this thread by mentioning insurance in the last section of your post. That is probably why you are getting insurance related replies.......



........................................................C:bolt

 

[Harbison215]

if i burned through a customer's car, i would do whatever it takes to make the customer happy. reason being: if said customer goes around and tells just a few others of what you did to their vehicle, you are going to have a hard time getting new business.

 

[todd@bsaw]

Everybody is right on here with honesty being good business. Most people don't really care what was damaged as long as you are taking care of getting it fixed.



I burnt through a clients side mirror once... the first time I had done it. I was surprised how quickly it happened because I wasn't doing anything different that I had done with any other car. It made me feel horrible, but I called the client and told her the situation. She told me the mirror was recently replaced and repainted by a "friend". The friend paid for the repaint.

 

[jayjacque]

I've got 26 years in automotive reconditioning and a number of things have happened in all that time. Paid for 1 windshield replacement, 1 other one paid the deductible (for attempted windshield repairs), spilled paint on a carpet more than once, but have always been able to clean up enough to not worry about though it's pretty scary when it happens! Had one car's side window shatter when I closed the door just medium, not slamming. Talk about scary! When working on one part of the upholstery, have damaged something else in the car, but since I do material repair, have always been able to repair my own mistakes. Same with the exteriors. Have damaged something a number of times, but found a way to fix it. And probably a few other hairy experiences I'm not remembering at the moment.



To me the rule of thumb is: If the customer is watching then of course you have to be honest about what has happened and how you are trying to remedy it. If they are not watching and you can fix it to be unnoticeable AND not detrimental structurally, then move on conscience free. In unfixable situations offer to pay for or whatever is reasonable. In the case of the shattered side window, it was a dealer's old clunker, and he just had a good laugh when I told him.



I agree with the other post who said if you don't try to make things right, then you are creating negative advertising.

 

[tod071]

I've learned to be proactive after burning a few trims. Of course the customers were told and things were settled. Spare no costs or time on painter's tape and tape up good.

 

[alkemyst]

On my car my DA somehow pulled a 1/4" spot of paint off my rear bumper (probably a previous touchup)....I rarely screw up things.