As a manager of a business there will always be claims and customer grievances. The objective goal of a store manager is to reduce the amount of claims through proper maintenance and by being proactive. A good manager will inspect his tunnel and equipment periodically throughout the day to ensure a problem free environment. Some key features to look for when inspecting you tunnel consist of making sure it is free of debris and there is no faulty equipment as both could cause damage to the car. Another key to eliminating customer claims is through inspecting vehicles at the prep station looking for loose trim, broken mirrors, and loose bumpers. When a problem is noticed it is crucial that we let the customer know about the problem and point it out to the security camera. In the event that you do encounter a claim these are the steps that should be followed.
*Get the customer name and contact information
*Make model and vin of vehicle involved
*Describe in detail what happened to the car and what was damaged.
*Take pictures of the damage and vehicle.
*Explain to the customer that we will look into the claim and the store Manager will be contacting them within 24 hours of the incident to inspect vehicle damage and a verdict on claim will be issued within 72 hours.
When dealing with claims keep in mind that the customer has experienced a traumatic event which typically results in emotions being very high. When confronting the customer try to be very understand and sympathetic. Get the entire story from the customer don’t interrupt and when done express empathy and apologize for the bad experience. Inform the customer that we will look into it and contact them shortly. Most customers will want a instant fix to the problem which is something we can not do, reassure the customer that we will address the situation and contact them within 24 hours with a resolution.
The majority of customer claims are typically a result of an existing problem which the customer may not be aware of such as loose mirrors, prior scratches that were hidden due to a dirty car. Be mindful about loose trim and bumpers as these are almost always prior problems. In the event that we deny a claim it is best that this be done over the phone or out of the store parking lot away from other customers. The last impression we want to give the other customers is that a car is being torn up in our wash. If it is determined that our wash has damaged a vehicle we will repair it at no charge. In the event we determine that the damage was not caused by the wash we will deny the claim and explain to the customer why we have chosen to do so.