Lady Wants A Refund

[Red Baron]

A lady tried to drive her 4-door longbed into my D&S 5000 and shut down the wash this morning. I lost 7 customers before I stopped what I was doing in a nearby town, and drove back to reset it. She left a voicemail that she realized that her truck was too long, but wants me to send her $8 refund to her...she lives in a town 80 miles away.

I'm inclined to say no, but I'm still annoyed and may think differently tomorrow. What would you do? The older I get, the less I want to miss opportunities to have stupid people use someone else's car wash.

 

[Tom Thumb]

I would send her a refund, but not because she deserves it, but because it would make me feel better and be good for business.

 

[raisetheprice]

If you have a sign stating it won't do that type vehicle, you might call back and explain that and that her negligence caused you a substantial loss of the day's revenue...but sugar coat it. Kill with kindness. When you speak to her, you might ask if she has another vehicle that will work in your auto and offer a coupon or two. I saw our local D&S rip the rear fenders clean off a dually once upon a time...didn't even slow down as it was coming back. Wish I'd had video in my phone back then. The guy backed out and hauled a$$...there was a sign stating 'no duallies' in plain sight.

 

[I.B. Washincars]

She deserves a refund. Car washes everywhere will wash a 4 door longbed. Your wash is the exception, not the norm.

 

[MEP001]

Not giving her a refund won't get back the money you lost from the downtime. If there's clear signage that the machine won't do long-bed crew cabs, you'd be within your rights to refuse, and she probably won't be back either way, but would you feel right about it?

 

[Red Baron]

Your wash is the exception, not the norm.

D&S 5000s outnumber all other IBAs by a substantial margin around here I'd guess. Still, I agree that she should get a refund - not because she deserves it, but because it makes good business sense not to have someone badmouthing me when the money is already lost and isn't coming back.

My wife is a good soundingboard for these things and her advice is always: Don't send the letter until tomorrow when you won't be as irritated. I can't count the letters I've written but never got sent. Y'all are a good soundingboard too.

I too had a dually go through my IBA and ripped holes in both of his fenders. The guy was mad until I walked him around to the entrance and showed him 3 signs that say no duallys. It's a balancing act to figure out which signage should have prominance -- the wording instructing the use of the wash and features, vs. the things not to do which can cause damage. I haven't found that balance yet...evidently.

 

[bigleo48]

My wife is a good soundingboard for these things

Funny, my wife would say "go over there and slash her tires!"

BigLeo

 

[Waxman]

Giving the refund is good business and you will get back the $8 and then some from all the customers who experience your top level service, positive attitude and sense of fairness.

Or you could alternately think of it this way; imagine all the people who maybe deserved a refund from you over the years (not criticising you just saying all washes have occasional glitches we may not catch right away) but for many reasons never got it. Therefore, giving this lady a refund sort of evens the score a bit.

Have a great Thanksgiving!

 

[Red Baron]

There's a reason I wait a day before sending such letters - the one I sent today and the one I wrote yesterday are very different...and you guys are right.

I've sent her a nice letter apologizing for her trouble, explaining that her pickup won't fit but that it happens once in awhile so she don't feel stupid. I included her $8 back and enough tokenotes to get a free car wash at both of our car washes...and a reminder that her 4-door longbed will still be too long. lol

Might as well make a friend out of her.

 

[pitzerwm]

Make all of your decisions with the thought that you will still be in business 20 years from now. A lot more of them will be smarter decisions.