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Ever Since You Changed My Oil....

Joe Marconi
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autoguy Rising Star

autoguy

Posted
Posted

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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autoguy Rising Star

autoguy

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Posted
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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  • 1 year later...
carbtech72 Contributor

carbtech72

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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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Brianp Enthusiast

Brianp

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Posted

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...
FROGFINDER Rising Star

FROGFINDER

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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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