03/30/2026
I know this happens at your wash.... and it sucks.
Damage reports are the worst. You have a pi**ed off customer, and it might cost you a lot of money, time, effort, and goodwill in the community. Generally, if you do it right, it only costs you a lot of time, effort, and some money, but if you do it wrong, it can cost you more than you think.
What if you flipped the script? What if you could make this a positive interaction with the customer? What if your front-line employees could handle the report and make the customer happy with minimal effort on your part?
If this sounds good, think differently. Start thinking like Disneyland Parks and less like a car wash owner whose customer is trying to screw them.
Disney creates everything based on the "Guest" experience. How could this problem make them happy?
I found the following suggestions from an AutoLaundry article, "Damage Claims, Don't Let Them Damage your Business".
Most forms say "Damage Claim" in big letters, already suggesting there is a major problem with something in the wash. Does the name on the form make you happy? Your customers neither... Change it to something like "Customer Experience Report". Then change all the wording on the form to match a customer experience.
Here are a couple of quick bullet points from the article to make things run smoother for you and your customer:
- Put on top of the form expectations for the customer:
- We promise to listen to your experience completely, never interrupting you until you have told us everything that occurred, and we will determine a resolution in 72 hours or less.
- We will write an accurate report of the experience and provide you with a copy
- We will photograph your vehicle before leaving the property
- We will review your experience, and if the damage is shown to have been caused by improper action of either our equipment or staff, we will resolve the claim quickly and professionally (this is straight from the article, but I think you could put experience instead of damage and make this even better)
- We will provide you with a list of certified third-party shops that can perform an honest and free-of-charge estimate to repair any damages.
- Get a name and signature of both the vehicle driver and the employee taking the information.
- If you pay a claim, have the customer sign a document that you have fulfilled your responsibility and that by accepting payment, the customer holds you harmless for any future problems as a result of the experience.
This is one of the worst parts of our business. It sucks if a vehicle is damaged, and it sucks almost as much if someone claims there is damage even if there is not. If you can create a system that is non-confrontational and then let things sit for a couple of days, you can get tempers to calm down and solve the problem.
When you think about this process, set your intentions first. What do you want the outcome to be? How do you want to feel, and how do you want your customer to feel? Now make that happen.
Then, go wash lots of cars, make lots of money, and have lots of fun,