Standard Response

[Earl Weiss]

Busy time of year. Cars white with salt. After car is cleaned customer notices a mark. Often more of a scuff than a scratch. Likely cause could be brushing snow off a very dirty car or any number of things. It's only visible if viewed at the right angle, at the right height, in the right light with your face about 6" from the car. Cameras would not see it on a clean let alone a dirty car.

Nothing you say will truly convince the customer that the wash did not do it, i.e.

A. All cars are washed the same way and no similar mark(s) on other cars.

B. Your entire vehicle was washed from front to back and if there were a problem there would not be on mark on the car.

C. You are welcome to feel the material and see there is nothing that could mark the car.

D. Marks on top go side to side and our top cleaning equipment goes fron to back - here, look.

E. Something else?

Customer truly feels that since they see it after the wash and not before it's the fault of the wash. (Of course who knows when they last viewed their clean car so closely notwithstanding how familiar with it's condition they claim it is and that it'ssonly parked in a garage where it can't happen.)

So I figure I would, after running thru A-c above I would like to say something like; " Yes, this is a classic example of what the industry calls "Ninbee" Notice it now, not before so it must have happenned at the car wash. "

Someone else told me "Picnic" Problem is car, not in carwash.

Other ideas?

 

[robert roman]

Claims of more of a scuff than a scratch occurs every day at oil change, tire and brake, muffler shops, auto body shops, new car dealerships and carwash.

I’ve been involved in all of these businesses to some degree and never found scuffs to be an issue because they are so easy and inexpensive to remedy.

Anyone skilled enough to operate any of these businesses has the skill to fix a scuff.

 

[rph9168]

I like Earl's list and remember using several of them from time to time. I think in most cases the customer honestly felt we did the damage and in the vast majority of the cases they would eventually agree that the damage was probably preexistent. I found the hard part was to refrain from calling the customer a liar when it was obvious the this was a "set up" but I would stop short and say there was no way we could have caused that damage and let the customer figure that out for themselves.

I do not think it is as easy a call to go ahead and fix the damage. I am not sure how to differentiate between a scuff and a scratch. I assume a "scuff' is a rough spot and a scratch is a longer, singular mark. I was always reluctant to attempt to fix any "scuffs" even though in most cases I probably could have. I think that it would be admitting that somehow your wash was responsible or liable. Secondly there is always the possibility that you either cannot fix the "scuff" or even make it worse. However, in some cases if the customer wanted me to try to repair it after agreeing that it was not my wash's fault and my disclaimer that i could not guarantee that it would remove it, I often would try to repair it. In almost all cases I was successful with a few exceptions. While I agree that most operators should have the skill to do this, with some of today's modern finishes "scuffs" or scratches can be much more difficult to repair than one might think. I would say when in doubt do not attempt it. It could create more problems rather than satisfy the customer.

 

[hkim310]

I agree with RPH9168 in reference to fixing any small scratch/scuff as it implies that the car wash is at fault. I have used all of the responses that Earl has stated as to why the car wash could not be responsible for the damage but for some customers, no matter how reasonable the response, they will always blame the car wash. Do either of you have HD security camera's at your facility to protect against damage claims? Our 10 year old CCTV system just bit the dust and we were looking into a new security system....any recommendations?

 

[Washmee]

I think Earl and RPH have it right. I gave up years ago trying to make sure every customer who made a damage claim left happy . Sometimes you just have to say that there is nothing you can do for them . Trying to repair the small scuffs and scrapes that occur in everyday driving can lead to bigger problems . I use the terms everyday wear and tear or parking lot damage to describe to the customer how these things appear on their vehicles .

 

[Earl Weiss]

Just met with guy. Some random marks. More like scuffs or smeared road grunge. Used standard responses. Also explained that marks on rear deck lid from side to side could not have happened because there is no side to side equipment at the facility. His response was something must have been flying around inside the wash that could make this happen - only on his car. As an experiment tried a little polishing compound and marks disappeared. Explained we were not at fault and I would not polish the entire car.

He said his mother was a lawyer, his father a cop and he had lots of time to take me to court and start a blog saying how I refused to take responsibility. Said I was sorry he was mistaken and left it at that.

When I get these threats I always feel like having a lawyer send a letter advising the mistaken person of the consequences of Libel.

 

[rph9168]

I have found that most people that play the "lawyer card" have no intention of spending money on a legal action. I can remember only two times I was taken to court and I won both of those in small claims court.

 

[Robert2181]

Our policy is if anyone says or indicates they are getting a lawyer, our response is that then our discussion is done. We close our mouth and proceed to walk away.

 

[washnvac]

Agree with Robert2181. Once they say lawyer, you want to end it totally at that point. I always say "have your lawyer call me, and I will explain it real slow to him/her". Then I walk away. Never been to court....yet.

(I am amazed at how many people have a lawyer on standby, too.)