How to address client about poor previous work?

thatoneguy

thatoneguy

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I've had a number of cars through my shop that I've noticed very bad holograms and they're always tracked down to a body shop. Unfortunately my last three cases have been on newer Maseratis with body work done through the dealership. I have to point it out, but at the same time, don't want to create a bad relationship with the dealership. Normally it's a "yeah, just fix it" conversation, but recently a customer put me in the middle and wants the dealership to pay for correction. How would you handle this?


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The dealership made a booboo and your going to fix it. You're actually doing them a favor by telling the truth! You may even end up getting a call from the dealership asking for some help! If they give a crap about their customers satisfaction that is. If not, then you shouldn't even give it a second thought!
 
That's a very good point. I might even reach out to them to address the situation. Especially dealing with higher end cars.


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I take lots of pics before any job starts.when done and all is good just dump them.But the wright way is to tell them when it comes in.Pics are the best after you wash it then you see alot more.
 
thatoneguy said:
I've had a number of cars through my shop that I've noticed very bad holograms and they're always tracked down to a body shop. Unfortunately my last three cases have been on newer Maseratis with body work done through the dealership. I have to point it out, but at the same time, don't want to create a bad relationship with the dealership. Normally it's a "yeah, just fix it" conversation, but recently a customer put me in the middle and wants the dealership to pay for correction. How would you handle this?


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Contact the service manager and tell him/her that you've had a rash of vehicles come into your shop recently that are covered in holograms and that ALL are coming from their dealership. Tell them up until this point you've tried just saying "yeah, I can fix it" because you haven't wanted to rock the boat. But, now you've got a guy that's really put you on the spot

If you already have a relationship with the dealer contact them before he has a chance and give them warning. You could maybe even cut a deal on this 1 car. If they are receptive you could even offer to train whoever it is that's causing all this damage (for a fee)
 
thatoneguy said:
That's a very good point. I might even reach out to them to address the situation. Especially dealing with higher end cars.


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It's worth a try! Maybe they just need a little guidance and a product usage adjustment. Instead of glazing, they finish out with a fine polish. Bam, problem solved.
 
Thanks for the opinions all. Because of relationships I have with other dealerships, (and their referrals) I will try to keep this one solid as well. Thanks y'all!


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Most dealerships even the ones that sell high end cars think of detailing as something that anyone can do with with a few minutes of training, if they even get that. They normally contract the detailing work out to whichever company puts in the lowest bid to them. These companies typically pay just slightly better then minimum wage, so speed and good enough is how they want the cars done.

This may not be the case for you but your still in a tough spot with your client putting you in the middle. It seems like your client wants you to go to bat for him. I think you have two options.

1. Take pictures of all of the damage and list the possible causes on a work order that lists whatever you would charge to correctly detail his car. Then just hand it to your client and tell him to bring it back to his dealership.
2. Your second option is to get directly involved. All of the other posters have given pretty solid advice on this already.
Good Luck.
 
Thanks geekdout. Trying to build relationships, wether they be through clients or businesses. I think I'm going to reach out to the business and see where that goes


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Nice Advice Just and friends,

Wish I had the advices on this thread some weeks ago,

I know that's not the same case, I'll cite a ford Fiesta 2014 poor worked by someone between factory / dealership and client, not a Maserati...

In my case, customer was not impressed and did not wanted anything fixed right away, not even going to dealership.

Maybe I've lost the chance to co-operate with them somehow, but I don't know if they care that much for customer.


Take a look and I appreciate if you have any thought at the end... I'm still learning on this field, that's why I've jumped right in your thread.

Thanks for that,

Kind Regards.

**link for thread commented above:
http://www.autogeekonline.net/forum/show-n-shine/78351-2014-0km-white-ford-fiesta-coating-but.html
 
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