Getting Blamed for Damage

[BJClarke001]

I was wondering if some of you Pro Detailers have ever provided a detail for customers where later, you were blamed (and you know you didn’t do it) for damage/s (Scratch, Dent, Stains, etc.) after you provided the service.

I am sure most of you inspect the vehicle fully and mark it on a form to document the damages before touching it with your client present.

What are your experiences with this if you don't mind me asking?

[mirrorfinishman]

Brad,

I have never used any type of form to document any 'before detail' damages. And I have never been blamed for something I never did. I guess I'm just one of the lucky ones.

[travisdecpn]

It's a pretty good practice to do a walk-around with the customer and highlight potential problems or areas that need work before actually working on the vehicle. Doing this again after the customer arives to pick-up the vehicle ensures that you and the customer both know the quality of the work provided and that no damage was caused on your end.

[Prestigious]

I have an inspection sheet with a disclaimer on the reverse side to protect me in any way shape or form.. I have the client there with me while I'm inspecting and then I have them sign the inspection sheet to allow me to do the work. Then after I complete the job, I have them sign it again. And then they'll receive a copy of the inspection sheet, again they will have the disclaimer on the reverse side to read. So there is no way they can say that I broke anything.

[Mike Phillips]

Originally posted by Prestigious
I have an inspection sheet with a disclaimer on the reverse side to protect me in any way shape or form.. I have the client there with me while I'm inspecting and then I have them sign the inspection sheet to allow me to do the work. Then after I complete the job, I have them sign it again. And then they'll receive a copy of the inspection sheet, again they will have the disclaimer on the reverse side to read. So there is no way they can say that I broke anything.

The above is a great practice...

Another thing you can do is while walking around and inspecting the finish and showing the owner any defects you discover is to capture them with a camera.

Here are some thin spots where the paint looks to have been burned through...









Just avoid the thin spots and everything will turn out okay...

[buda]

For years we have used a dual purpose Vehicle Inspection Form we use after we have made the sale.

We walk completely around the exterior and then work to the interior.

The key is to protect yourself by finding things that are already damaged, but you make the customer believe you are doing this inspection to find things that need to be done to the car.

In fact, if you do extra services, either inhouse or broker them this is a great way to show the customer the additional needs for these services (paint touchup; windshiled chip repair, interior repair, paintless dent repair; pinstriping repair, etc.).

The customer should always be asked to sign both the Sales & Service Invoice which gives you permission to work on the car and also to sign the Vehicle Inspection Form.

When the work is done we also use this form as an inspection form to QC the car.

You can also incorporate this form with a digital camera where you make the customer think you are doing a "before" and "after" shot, but in reality you are taking photos of damages on the vehicle you could be blamed for by the customer.

Keep in mind, most of your customers are honest and would not intentionally try to "stick" you for something you did not do. But many never pay much attention to their vehicle as they do after you detail it and then they see things that were there before, but never noticed until you detailed the car and they want to honestly blame you for the damage. I have had that happen often. The forum really helps this problem, and now with digital camera technology there is no reason to ever be blamed for anything you did not do.

Regards
Bud Abraham
DETAIL PLUS SYSTEMS

[Mike Phillips]

Originally posted by buda
Keep in mind, most of your customers are honest and would not intentionally try to "stick" you for something you did not do. But many never pay much attention to their vehicle as they do after you detail it and then they see things that were there before, but never noticed until you detailed the car and they want to honestly blame you for the damage.

I have had that happen often. The forum really helps this problem, and now with digital camera technology there is no reason to ever be blamed for anything you did not do.

Regards
Bud Abraham
DETAIL PLUS SYSTEMS

I would agree with all of the above.