Dealing with Damage Claims - Professional Carwashing & Detailing

Dealing with Damage Claims

Damage claims are inevitable when you own a car wash. People are very protective of their vehicles and often inspect them closely after they go through a car wash to see what type of wash that they have received. You can take some necessary steps to keep damage claims to a minimum.

Lustra™ Tip of the Month
Dealing with Damage Claims

Damage claims are inevitable when you own a car wash. People are very protective of their vehicles and often inspect them closely after they go through a car wash to see what type of wash that they have received. You can take some necessary steps to keep damage claims to a minimum.

One suggestion is to set up security camera around the wash. They can help prove whether or not the damage was done, plus they are a good security measure to have. Be sure that you have good cameras in place. Having good cameras that produce good quality video can help you prove your case. You don't want fog or water droplets on the lens that can distort the video.

Some damage to a vehicle can happen if the proper precautions aren't taken. Post a sign for your customers when entering the wash of items that may get damaged and how to prevent that from happening. For example, antennas are a common item that gets damaged. Let your customer know that retractable antennas should be put down before entering the car wash.

Create a procedure for damage claims and train each employee on the procedure. You can create a form that lists the date and time of the incident, the customer's contact information, vehicle information, a description of the damage and a photo of the damage. Once all the information is collected, make sure to give your customer a date on when you will be getting back to him regarding his claim. That will help assure your customer that you take their claim seriously and will be working on getting the issue resolved.

When there is a complaint, make sure you personally meet the customer at the car wash. Inspect the damage and ask the customer to explain what happened. Decide from there if their claim may be valid. If it isn't, explain to him how the car wash equipment works and how the damage that was done could not have come from the car wash equipment. Remember, the customer was upset enough to contact you about the damage. Be understanding and helpful and try not to take an "it's not my fault" approach.

Once the issue has been resolved, even if it wasn't your fault, offer the customer a free wash or something similar to show your appreciation for working with you on the claim.

It is also beneficial to develop a relationship with a local repair shop and dealer. If there is a claim that is your responsibility, you can have your customer go to one of these locations to make sure that you are paying the correct price for the damage that is done. This will also allow you to be in the conversation with the mechanic for any repairs. Pay for the repairs directly. This will make the entire process of the claim be resolved faster.

Always keep in mind that accidents can happen and taking care of them quickly and fairly will help you retain that customer.

From the Lustra Team — Keep Shining

For more information go to LustraBear.com.

You May Also Like

Mobile carwash market continues to grow

Convenience and e-commerce are increasing in appeal in today’s world when it comes to mobile carwashes.

Mobile carwash market continues to grow

The world is ever evolving around us, and many are always looking for new ways to carry out day-to-day activities that fit better with their particular lifestyle to enhance their everyday. The way in which many choose to clean their cars is certainly not immune to this. Future Market Insights noted that the mobile carwash market has the potential to grow on average by 9% per year in the US to $251 billion by 2033. Similarly in the UK, the growth estimate is 8.6% per year over the same period. It’s definitely one area of the market to keep an eye on.

Car detailing in the heat: essential tips

Learn how to mitigate the challenges posed by intense heat, from timing your sessions to choosing the right products.

detailing, towel, wipe, dry, car, new
Renowned racing icon launches Valentine Performance Detailing

BRAINTREE, Mass. — RJ Valentine is starting a new collection of car care products designed to elevate automotive excellence.

Renowned racing icon launches Valentine Performance Detailing
SB3 Coatings certifies first master trainer representing Puerto Rico

LEBANON, Pa.— Discover how Christian Rosa-Garcia from San Juan, Puerto Rico, became an exclusive master trainer for SB3 Ceramic Coatings.

SB3 Coatings certifies first master trainer representing Puerto Rico
PC&D welcomes Kyle Alexander

AKRON, Ohio — Kyle Alexander joins PC&D after three years in television news where he was a multimedia journalist and meteorologist.

Other Posts

Winter can come Surprisingly Early

With summer just ending it's hard to start thinking about the winter months already, but winter can sometimes come surprisingly early.

Utilizing an LED Sign

Once you have all the logistics decided on the sign: height, width, color, added features, etc, it's time to start thinking of the message that you would like to have displayed on the sign.

The Upsell Smell

When you think of the consumer experience, you need to focus on the five senses – sight, smell, touch, taste and hearing.

Keeping Track of Inventory

It is essential to manage your car wash chemical inventory so that you don’t end up ordering too much or having too little.