Ways customers can ruin a job!

[scratchy]

I think we need a new thread on things customers do that can ruin a job. I'll start and y'all can add to the list.

1. They hand you an old insurance card and say they can't find the new one. After making the call to LYNX....can't confirm coverage! Next time someone pulls out an old card, I am not even making the call. It is going to be pay up and submit to the agent for reimbursement (good luck).

2. Customer buys a new car and driving it home from the dealership, they get a chip. I have had two of these go belly up because the agents are NOT putting it in the system until DAYS later! So you guess it. The chip is NOT going to be covered. Cash up front and submit to agent (good luck).

3. Letting their insurance run out and think they still have coverage (a variation of the above two).

4. Customer is positive they have full coverage and they don't.

5. Bad checks. Thank goodness these people are dumb enough to put the correct address on the check, and include their DL # for prosecution.

6. Customer fills his chip with crazy glue to keep it from spreading until you arrive.

Please add to this!

[Hooky]

How about this one. Previously Repaired Windshield! (by someone else) Customer wants it re-repaired (by me) I explain, it has already been repaired and unfortunately they did not do a good job and I don't believe I can fix it due to the fact the other resin has sealed the break's legs. Customer begs for me to try (moreless) so I agree. 30 minutes later I explained, Sorry I tried but could not make it better but I tried, so no charge. NOW THE CUSTOMER SAYS ITS WORSE NOW THAN BEFORE I WOULD LIKE YOU TO BUY ME A NEW WINDSHIELD !!! HEHE ~! I SIMPLY SAID, "I DON'T THINK SO! GOOD THING FOR ME IT WAS ALREADY BROKE WHEN YOU BROUGHT IT TO ME!" I was really trying to do this guy a favor by trying the repair when I knew I probably would not be able to make it any better and in the end he tried to scam me out of a new windshield. HMMM.

[StarQuest]

scratchy

I see your learning quickly in this business I"ll never start any insurance repair until I confirm coverage and have referral or dispatch #. No confirmation!!!!.....it's cash up front and no checks!!!!

Only exception to that is a family member or neighbor.

[scratchy]

8. Customer gives garbled information to the ACT CSR nullifying any further contact if necessary later on.

I used to hand the phone over when the operator says... would you like to hand the phone to the customer? Bad move. One messed up VIN number is all it takes to ruin the job. I now read it all off to the CSR until they are ready to conference the customer in to the insurance. It is worth the extra effort to make sure all spelling and numbers are correct. Even better, on all the big insurance carriers- calling them first and then calling ACT works even better. You will know in advance if things are going to be trouble and just cut it short and ask for cash.

9. Customer misrepresents the length of a crack when asking for a price quote. The old, yeah its an 8 in crack and then you quote ** dollars... you then show up and its an 18 inch crack with 3 bulls eyes and 2 stars scattered all over the place!

[gold star wsr]

#!. Customer called in a panic: a rock chip (that had been on the ws for quite a while ... sic) had started to run about 3 inches. When I got there, I discovered a glob of vasoline at the end of the crack! I asked about it ... she said someone (someone who is ignorant of wsr) told her it would keep it from advancing. I said 'good job... because of this, I will not be able to guarantee a successful repair'. I went ahead and cleaned it up and repaired it, but I refused to give any guarantee on it.

#2. This one is just plain funny: Client pulled into where I hang out on pleasant Saturdays, and asked about wsr. There is a rock chip that appears to be a good candidate for repair. But wait... something looks odd.... He had put clear nail polish on the INSIDE of the glass !!! I congratulated him for not putting it on the outside, performed the repair and educated him on the do's & dont's and sent him away with some chip savers, and instruction that they are the only thing that should be put on a windshield. A few weeks later he needed me again ... guess what ... he had put the chip saver on the INSIDE of the glass ! I think he works in Los Alamos... too many stray gamma ray maybe?

[DaveC]

Here's another ...

Customer's car is loaded with contraband, and in plain view!!!!

I had one customer that had about 20 one gallon ziplock baggies filled with viagra and oxycontin!!!

[gold star wsr]

Well, Dave, at least the windshield will be in good shape when the DEA seizes the vehicle for auction LOL

[GlassStarz]

I can deal with all those but the over exposed customer in the front seat is my biggest distraction forget what im doing sometimes of course winter is here so it will be months before that happens again

[DaveC]

Actually,

I left this one alone! I was a Military Police Investigator/Crime Prevention/Physical Security "expert" attached to CID whilst I did my hitch for Uncle Sam.

Funny, but I was heavily recruited by the DEA prior to my discharge, as the Army had spent a fortune teaching me how to speak Spanish at the Institute of Languages in Monterey.

Even funnier, once I graduated my language class in Spanish, they sent me to Korea! I guess I could have had a real neat assignment in Italy if they would have tought me Russian;)!

[crackhead]

I think this one will take the cake!

Arrived at mobile call for crack repair to find an oily substance that appeared to have dripped all over the crack and the area around it. What was it????

A friend of the insured and "helped" her by "annointing" the cracked windshield with "Holy Oil"!!!!!!

I cordially passed on doing the repair and went on my way! Did her friend's help save the windshield? For God's sake NO!