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Ever Since You Changed My Oil....


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How would you handle this situation? A customer was in for a routine oil change on her Cavalier. The tech noticed a small crack at the bottom of the windshield in the black tinted area while performing his walk-around. (The car was dropped off for service the night before).

 

The Tech told the service advisor and noted it on his work sheet. The advisor called the customer and informed her of the crack. She said there was no crack before she brought it in. When she arrived to pick up her car, she didn’t say a word. She would not even engage in a conversation. She paid the bill, walked out in a huff. The advisor walked after her but she ignored the advisor. I decided to call her. She insisted that we broke the windshield. I explained to her that we did a pre-check walk around and noticed the crack. There was no reasoning with her.

 

Before I tell you how I handled the situation, I want to hear from you. What would you have done?

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Flash Sale + Social Proof


Flash Sale + Social Proof


Flash Sale + Social Proof

An angry customer will tell 10 people....that's the rule I think, a happy customer will tell 2. What's the winshield worth to you?

 

I probably would not have fixed it for a customer that I think will give me a headache every time. But if it is someone local and I feel she will return.. I might have had it done.

 

I think you need to weigh it out. I'm curious what you did.

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The windshield cost is around $200.00. I did weigh everything. I also believe my advisor and the tech that nothing happened at my shop.

 

The question is: what is this customer worth to me? Will paying the $200.00 for the new glass help to retain this customer, or is it an admission of guilt?

 

I want to hear from a few more people before I tell you what I did.

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The windshield cost is around $200.00. I did weigh everything. I also believe my advisor and the tech that nothing happened at my shop.

 

The question is: what is this customer worth to me? Will paying the $200.00 for the new glass help to retain this customer, or is it an admission of guilt?

 

I want to hear from a few more people before I tell you what I did.

 

Good point about the admission of guilt...sometimes that is not good. Maybe I would offer to split it.

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Here is how I handled the situation. Let me re-cap. As I wrote previously, a customer accused us of breaking her windshield after we performed a routine oil change service. My tech followed the walk-around procedure, noted the broken glass on his tech sheet and informed his service advisor. The customer was adamant about the fact that we broke the windshield.

 

In the end I felt it would be better to pay for the glass. The glass cost me $185.00. I weighed all the possibilities and came to the conclusion that I would rather loose the battle and put my self in the position to win the war. This customer was recommend to me by another long-time customer. By loosing this customer, I might loose more that $185.00.

 

Agree or disagree? Let me know…

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  • 1 year later...

personally, i would have talked to the customer, informed them that my shop didn't break that windshield but i would replace for her to keep her happy and want to continue doing busniess together. And down the road make sure i got that windshield cost back

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If she was upset she was lost anyways. I bet if you had noted it but not mentioned it it would have been a no issue. Maybe just have noted it on invoice. It was prolly there all along but she never noticed it.

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  • 5 weeks later...

Let me give everyone an update: It's been a year and a half since I gave away a windshield. The customer has not been back. SO, in my mind it was a scam and the customer got over on me. But that's ok, I am sure that we can all agree that we are all judged by a higher authority and I know in my heart I did the right thing.

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Let me give everyone an update: It's been a year and a half since I gave away a windshield. The customer has not been back. SO, in my mind it was a scam and the customer got over on me. But that's ok, I am sure that we can all agree that we are all judged by a higher authority and I know in my heart I did the right thing.

 

 

If you can still reach this customer send them a thank"s for your referrals and don't forget to send out a Christmas card. You would be amazed who will refer you even though they go elsewhere for car repair.

B)

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