Put the Brakes on Carwash Damage Claims

8. Make an Appointment

If you will need to review a tape to get further details on a claim, ask the customer if he will come back at a certain time later in the day to discuss the incident. Not only does this give you time to find out what happened, but the customer will be much calmer when he returns. Hooper says he’s had customers come back later and apologize for the way they behaved earlier.

9. Paperwork

Have an in-house damage-claim form available for employees to fill out when there is a damage claim. This form will hold customer contact information, vehicle information and details of the claim. Not only will it show customers you are a professional carwash, it will serve as a record of damage claims. These can be reviewed by managers and used to prevent future problems. Make sure to give a copy of the form to the customer.

10. Time is Valuable

Hooper says operators should try to resolve all claims within 24 hours. This allows customers and operators to get on with their lives and not agonize over a damage claim.

11. Admit Fault

If your carwash did cause damage to a customer’s car, you should take responsibility for it. First, assure the customer that you will take care of everything. Then, have the customer take the car to a body shop you trust. Order a rental car so the customer is not inconvenienced for the day or two it takes to repair the damage. You may also want to give the customer coupons for free services to keep him as a loyal customer.

“Everyone knows accidents happen,” notes Hooper. “Wow them with your responsiveness.”

12. Gray Areas

There will be cases where no one can figure out whether or not a car was damaged at the wash. When this occurs, operators should remember that it costs more to get a new customer than it does to retain an existing one. So tell the customer that although you don’t believe the carwash was at fault, you would be glad to offer him some free detail or carwash services. Perhaps the scratch in question can be buffed out in a few minutes in your detail shop.

Even if the carwash didn’t scratch the car, customers will be thrilled with the gesture, and it won’t cost you anything.

Brad Hooper is owner of Rossmoor Car Wash and Detail Center in Los Alamitos, Calif. This article was adapted from an educational session presented by Hooper during a past International Carwash Association Car Care World Expo.