Customer Satisfaction.

[DS Detailer]

I'm not sure if any of you are like me and work for a detail company, but let me tell you sometimes customers can say and do the darndest things. Today I had 3 customers complain, one was a basic interior (not full detail) that involves a quick vaccuum, dash wipe, windows, and tire dressing. She was mad because my techs couldn't get the matted down gum off her floor mats. So I explained to her, in order to remove the gum, there would be an additional charge. she left angry, and of course, called customer service.

Next, we have a gentleman with a 2002 Trailblazer, swirls and scratches galore... He comes thru, we vaccuum and all that, get to the exit, he requests to speak with me. Complains we put scratches in his "BRAND NEW" Trailblazer. He insisted he bought it hours before right off the showroom floor. and that it was a 2006 Trailblazer and that we need to fix the damage we caused. When i pointed out the date of manufacture on his door sticker, he insisted I didn't know what i was talking about, and that I need to give him cash to fix his problem. At that time i told him he should take it back to the dealer that sold it to him, since obviously it's not a 2006 Trailblazer manufactured in 2002.

Lastly, my fave... the woman in the black BMW 745 who backed into something somewhere and asks us to fix her bumper. I explained to her we don't do body repair. She tells me to "buff it out." and walks away. I had to chase her down to give her the keys back and tell her i couldn't fix it.


People can be stupid.

 

[ScottB]

Being in the Financial Industry for more than 15 years, I can tell you we also see alot of mistakes or errors. The fun part for me personally is to turn the issue around, even when not our mistake. I earn customers for life, and they trust in me only.

Now I realize in your industry it is probably a little different, would you have been aloud to repair the gummy mat or try and buff (to lighten not remove) the rear ?? No majic wonds on the Jimmy, but if you are considering going out on your own at some point this might have helped to build your personal rep.

Problems have no answer and usually sit only on one side of the table, but an issue can be resolved by parties at each side of the table.

Please dont take as an insult, just observations on how to look at issues in a different light that will positively effect you personally also.

 

[DS Detailer]

I normally do go above and beyond to help customers with complaints, sometimes it does get me into trouble because the boss man wants the money... But these people were mostly rude about their problems, more or less blaming us for the problems.

 

[Meghan]

DS you have to remember it takes all kinds of people (even a few crazy ones) to make the world go around!! Think of it as comic relief, get a good laugh out of it, that is the best fix for people like that.