Dealing with the Realities of Damage Control

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Vehicle damage is an unfortunate reality in the installation business. Use vehicle checklists and installation bay policies to minimize occurrences, and know what to do and how to respond when damage occurs.

If there were two things I wish I could change about mobile electronics installations, it would be the first wish to never again have the situation of reporting and dealing with accidental damage to a customer’s vehicle. The second wish is, of course, that I’ll be as trained and educated as I can possibly be as we head into the rapid technological changes our industry is facing. In many respects both ideals are achieved only one way — with a solid plan!
Damage is an unfortunate consequence of our daily business. But, it is most often times preventable. Sensibility and some really simple rules in the install bay can minimize your damages to the point where you can start touting that as part of your specialist pitch.
Your experience and expertise will reveal your dedication to the business and create a comfort zone for retail consumers. Having just been reminded how poor customer service and the “It’s not my job...I don’t know” attitude is still so prevalent out there, it’s time to take a self test on how well your damage control policies are working.
Arrival and Departure Policy
Many mobile electronics stores operate installation bays without a formal drop-off and delivery procedure. Although it probably seems like a major pain in the neck to advocate and implement a regular program of “checking in” a vehicle, it can save countless headaches and administrative hassles. If the customer ever comes to you with a complaint about suspected damage, then you have already lost some of the trust necessary for good customer relations.
The fact is, even if the damage wasn’t your fault, proving it is entirely another matter. In many cases, this comes down to the customer’s word against the installer’s word. Who really wins here? If it becomes a dispute, then nobody wins even if it wasn’t your fault. Rest assured that the customer is no longer happy and probably won’t return. A check-in procedure can prevent this situation from ever happening.
A check-in can take as little as a five minutes. It can be nothing more than a simple one-page sheet that has a list of the areas you are concerned with. It can be conditions of the outside (paint and body) in the case it’s dented or scratched while in your possession. Functional electronic circuits and absence of mysterious warning lights staying on, interior conditions such as stains in the carpet, cracked or scratched plastics, or tears on upholstered surfaces. Nothing too fancy, but you’d want something to cover the areas that our industry is prone to damaging (or is at least frequently being blamed for). Finally, have the customer sign it.
Delivery is just a courtesy that is clearly not an option. If you handle the delivery with the same care that you’ve approached the sale, installation, and check-in of the vehicle, then the delivery process seals the deal for the customer. It creates a positive customer experience, shows your follow through and gives you an opportunity to show them all of the new and exciting things your shop has done to their vehicle.
It’s every bit as important as a doctor following up after surgery. The doctor explains the procedure and the limitations so you can have a positive experience getting well. The installer or primary sales person should also take charge of the post- installation delivery to make the customer aware of how he or she will use and enjoy their new audio, video, alarm, or navigation system. Imagine the senseless equipment misuse, abuse, and failures that a good delivery process can eliminate.
Installation Etiquette is Step One to Minimizing Damage
The best way to deal with damage is to avoid it entirely. It won’t happen by hoping it goes away. It will ONLY happen with a discipline of installation bay procedures and rules for your installation personnel to work by. One of the first rules should be no food, drinks, smoking, or chewing tobacco in or near the customer’s vehicles. I can’t tell you how many times I’ve kicked over an installers “spit can” from chewing tobacco. Finally, we made that a rule — no tobacco. Establishing a no tolerance policy means no more ridiculous accidents.
Here are some procedures you might consider making a shop rule to decrease the liabilities for vehicle damages:
• When soldering inside the vehicle, ALWAYS use a drop cloth below the area you’re working in. Solder globs dropped accidentally on a Lexus carpet aren’t pretty.
• Never put tools in your pockets, especially the back pockets. Accidental pokes and scratches happen that way.
• Before you drill, ALWAYS look on both sides of the area to be drilled. In a firewall situation, you can have unexpected damage to A/C and heater components. In a console, you can damage wiring or shifting linkages. On a floorboard you could damage wiring harnesses or even brake lines running beneath the car. It’s just a good policy.
• Put screws and hardware in individual zip-lock bags and tag it “drivers door panel” or “dashboard” (or wherever the hardware came from) by writing on the bag with a permanent marker. I call this “tag & bag” and it’s been very effective for me. You’ll never again have lost screws and misplaced parts when re-assembly of the vehicle takes place. That will go a long way at the car dealer when the vehicle has routine maintenance done and it appears that it hasn’t been tampered with.
• Store door panels, seats, rear decks, and larger interior items on elevated shelving off of the floor and (perhaps more importantly) away from sawdust. Nothing invites damage like an unprotected pile of interior parts.
• Use the right tool for the job. Make it shop policy to use the correct tool (such as panel removal tools) instead of what is close at hand. If it’s necessary, use tool carts to facilitate the use of the tools by making them accessible.
• Outlaw testlights in your shop, period. It’s just too risky and testlights are lame anyway. If you haven’t realized by now that a good digital multi-meter is one of the absolute necessities in mobile electronics installation then it’s only a matter of time before your shop becomes the next example of what not to do.
• Make sure your installers understand that when they don’t know, they should ASK someone. Even a simple assumption can create expensive damage and asking a question takes almost zero extra effort.
What to Do When Damage Occurs
The first thing you must do is admit the damage. You absolutely, positively must do that. Many times you can purchase a small part to replace a damaged one and then the customer may never need to know, but you have to admit the damage to a shop manager or owner to get it handled.
Most of the time, damage can’t be corrected immediately, and you will need to admit that to the customer. Follow with a plan of action to make it right. If you need to order a special part from the parts counter at a local dealership, or get an estimate for a scratch or ding repair, have that covered when you alert the customer. It goes without saying that you need to follow through and pay the price for fixing the damage. Whether it’s parts or labor or both, your reputation is at stake.
Make It Your Worry, Not the Customer’s
A word of advice when paying for work to be done by someone other than you: pay the repair facility directly. The customer should never be involved in the transaction. After all, it was your mistake, not theirs. Make sure they know your shop is committed to making it right. Have an account at all the local car dealerships in their parts department. While there are other benefits, like offering factory option parts for purchase (like the OEM CD changer housing to compliment your after-market CD changer install), the main benefit of having that account is getting that repair part expedited fast. If you don’t already do work with a local paint and body shop (for scratches and dings), glass replacement company (for broken windows), upholstery shop (for interior damage) and wheel and tire shop (for screws in the tire), then maybe you should consider getting out there and doing some networking. Oftentimes these businesses can refer clients to you and vice-versa.
Take the bull by the horns and implement your own policies of damage control. Make sure your installers follow it. You’ll stay more professional and more profitable.

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