[Splash & dash]

Did anything of note transpire from this Richard iSparkle?

Hi, I’ve been on holiday for the last 2 weeks.

I popped over to have a look at the scratches between my holidays and told the client we’d make a claim on our insurance

The customer then emailed and complained that i had knocked on their door without an appointment… and then started demanding evidence that we were insured and evidence that I had made a claim.. so they went from being all reasonable to quite aggravated very quickly.

I’ve left it with my insurers now. The way I see it is this is what I pay them to sort out. It’s out of my hands

The customer hasn’t cancelled their cleans yet, but I think I should probably cancel them as a customer because it doesn’t seem like they trust us now so probably best to end it

Any customer that said to me you need  to make an appointment for something like that would be an instant dump , I think they are trying it on I wouldn’t evan bother informing my insurance company about it , your guys clearly haven’t caused this damage they are just going to be trouble customers.

[Richard iSparkle]

I personally think your mad to accept responsibility for the damage as they are pulling the wool over your eyes. Manners cost nothing, you are better off without the grief from pompous, petty customers like this. I clean for quite a few celebrities and famous rich people and never get looked down upon, very nice people.

I’ve not accepted responsibility for it

I have asked my insurers to sort it, told them I don’t believe it was us and given them my evidence

That's a change in tone, earlier you'd almost credited her bank account!😁

"I popped over to have a look at the scratches between my holidays and told the client we’d make a claim on our insurance"

"I’ve left it with my insurers now. The way I see it is this is what I pay them to sort out. It’s out of my hands"

It’s not a change of tone. It’sa difference in understanding

Maybe my using the term making a claim on insurance leads you to think I meant I was asking them to pay

That’s not what I meant.  What I suppose I meant was that the customer could claim on our insurance and the insurers will decide if it’s genuine

[Richard iSparkle]

I wouldn’t even have contacted the insurance over this ( they will just pay it and up your premium )
If as you say it was delivered that day then there will be a video taken to show the condition until that is produced I wouldn’t entertain anything - different if it was a window where we had actually worked etc….

Unless of course you really suspect your guys did damage it…..

Darran

The truth is I don’t know if they damaged it and neither do the customers. I don’t believe we have but it is possible we did.

It’s important for me to know that I have been fair and professional.

Insurers handle this sort of thing day in day out. They won’t always pay out. I trust them to make the fair decision and if they do pay they’ll have boundaries on what they’ll pay for

And I can concentrate on running  my business.

Makes sense to me and is the best decision for me on this occasion.

Obviously different people in different circumstances would do different things.

[dazmond]

personally i would of told them  "it wasnt us who damaged your car" followed by dumping them immediately...blocking their number in the process.....

your employees absolutely did NOT cause that damage to their car.......its far too extensive and some scratch marks have rust in them!

i really hate people like that....if i could get away with some extreme violence id give them a beating...no doubt about it...they are scumbags mate.....

[jo5hm4n]

Honestly fair play to you but you are being way over the top professional in this instance.

Unless there is actual proof then it's just a customer making an accusation because they have a lack of evidence to prove otherwise but they still need someone to blame.

I wouldn't even entertain the thought of accepting liability or being prepared to pay for something like this unless a customer had actual concrete evidence.  The chances of it even being window cleaning related seem such low rare odds in any case.

Remember as professional as you think you are, we are all replaceable.  Customers will replace us as soon as we are no longer useful to them.  So for that reason Loyalty should not go above logical reasoning.

If a customer is making accusations without any physical proof/evidence it was us, then i dont care how long they have been a customer they are going in the bin and move on like Adam said (stoots).

I've had to do this twice now and on both occasions it turned out the damage was not done by us, and later on the customer got in touch to apologise.

[AuRavelling79]

Honestly fair play to you but you are being way over the top professional in this instance.

Unless there is actual proof then it's just a customer making an accusation because they have a lack of evidence to prove otherwise but they still need someone to blame.

I wouldn't even entertain the thought of accepting liability or being prepared to pay for something like this unless a customer had actual concrete evidence.  The chances of it even being window cleaning related seem such low rare odds in any case.

Remember as professional as you think you are, we are all replaceable.  Customers will replace us as soon as we are no longer useful to them.  So for that reason Loyalty should not go above logical reasoning.

If a customer is making accusations without any physical proof/evidence it was us, then i dont care how long they have been a customer they are going in the bin and move on like Adam said (stoots).

I've had to do this twice now and on both occasions it turned out the damage was not done by us, and later on the customer got in touch to apologise.

That's interesting. May I ask the circumstances of you getting blamed and then getting the apology?

[Richard iSparkle]

Honestly fair play to you but you are being way over the top professional in this instance.

Unless there is actual proof then it's just a customer making an accusation because they have a lack of evidence to prove otherwise but they still need someone to blame.

I wouldn't even entertain the thought of accepting liability or being prepared to pay for something like this unless a customer had actual concrete evidence.  The chances of it even being window cleaning related seem such low rare odds in any case.

Remember as professional as you think you are, we are all replaceable.  Customers will replace us as soon as we are no longer useful to them.  So for that reason Loyalty should not go above logical reasoning.

If a customer is making accusations without any physical proof/evidence it was us, then i dont care how long they have been a customer they are going in the bin and move on like Adam said (stoots).

I've had to do this twice now and on both occasions it turned out the damage was not done by us, and later on the customer got in touch to apologise.

Like I said, it’s important that I believe I am doing the right thing

Obviously we all have different opinions on what that is

I usually will pay if I think there is a reasonable chance we might have done damage

In this case I’m just not sure so makes sense to let my insurance deal with it

I’ll let you know the outcome and how I feel about it

 

[Smudger]

It go 2 ways - either they will process the claim and pay it - because it's not cost effective these days to fight it and send out accessors etc..

Or you will be bombarded with forms and paperwork asking for descriptions photos etc...
you will spend a lot of time with this, if you don't fill in the paperwork they will pay out, if by your tone there is a possibility you damaged the car they will pay out...

For my experiences with insurance they no longer fight your corner because it costs to much so they pay out instead then raise your premium.

Being professional or not Richard - and as said if it was a window I'd pay every time - but this, no not without proof - unless I secretly knew the guys actually did it - trying to hold onto a customer in these circumstances just isn't worth it

Darran

[NBwcs]

I can't imagine your employees are going to feel great about this if the insurance company pays out. Put yourself in their position, even if you explain to them your stance on this, they wouldn't be human if part of them felt you hadn't fully believed them and backed them up. I'd had lost respect for my boss in any previous job I've had  if he didn't back me up if someone had challenged my integrety like this, don't forget, your employees have totally denied it happened so in effect the customer is calling them liars, I'd want to know my boss had 100% trust in me and had my back. Hope it all works out Richard, I don't envy you this situation but if you value these lads then I think you've made a mistake.

[Slacky]

I doubt the operatives give two hoots.


If there had been a similar situation whenever I've been on the cards I wouldn't have given it a second thought once the initial hoo-haa had quietened down.

[Bungle]

I doubt the operatives give two hoots.


If there had been a similar situation whenever I've been on the cards I wouldn't have given it a second thought once the initial hoo-haa had quietened down.

You've been employed as a window cleaner in the past and you wouldn't have cared if you caused damage to people's property?

I don't think the operatives have caused the damage. Do you think from the pictures a hose has caused the damage? I don't.

[Slacky]

I doubt the operatives give two hoots.


If there had been a similar situation whenever I've been on the cards I wouldn't have given it a second thought once the initial hoo-haa had quietened down.

You've been employed as a window cleaner in the past and you wouldn't have cared if you caused damage to people's property?

I don't think the operatives have caused the damage. Do you think from the pictures a hose has caused the damage? I don't.

No,  but I’ve been employed working for someone else working in other peoples properties. The discussion isn’t about whether someone cares conscientiously if they’ve caused damage to someone else’s property.

In answer to your second question, I haven’t got a clue., however, I think it is possible that is what could’ve caused the damage.

I struggle to remember a post on here where the general consensus has been where the window cleaner is to blame. Even when they’ve been working on the pane of glass that’s broken. It’s comical really.

[Bungle]

I doubt the operatives give two hoots.


If there had been a similar situation whenever I've been on the cards I wouldn't have given it a second thought once the initial hoo-haa had quietened down.

You've been employed as a window cleaner in the past and you wouldn't have cared if you caused damage to people's property?

I don't think the operatives have caused the damage. Do you think from the pictures a hose has caused the damage? I don't.

No,  but I’ve been employed working for someone else working in other peoples properties. The discussion isn’t about whether someone cares conscientiously if they’ve caused damage to someone else’s property.

In answer to your second question, I haven’t got a clue., however, I think it is possible that is what could’ve caused the damage.

I struggle to remember a post on here where the general consensus has been where the window cleaner is to blame. Even when they’ve been working on the pane of glass that’s broken. It’s comical really.

Really?

[Slacky]

Really what? You’ve highlighted multiple sentences. What is it you want clarifying?

[Bungle]

Really what? You’ve highlighted multiple sentences. What is it you want clarifying?

The parts in red. It's quite simple.

[Richard iSparkle]

It go 2 ways - either they will process the claim and pay it - because it's not cost effective these days to fight it and send out accessors etc..

Or you will be bombarded with forms and paperwork asking for descriptions photos etc...
you will spend a lot of time with this, if you don't fill in the paperwork they will pay out, if by your tone there is a possibility you damaged the car they will pay out...

For my experiences with insurance they no longer fight your corner because it costs to much so they pay out instead then raise your premium.

Being professional or not Richard - and as said if it was a window I'd pay every time - but this, no not without proof - unless I secretly knew the guys actually did it - trying to hold onto a customer in these circumstances just isn't worth it

Darran

turns out they investigated and decided we have no liability 

[Ched]

It go 2 ways - either they will process the claim and pay it - because it's not cost effective these days to fight it and send out accessors etc..

Or you will be bombarded with forms and paperwork asking for descriptions photos etc...
you will spend a lot of time with this, if you don't fill in the paperwork they will pay out, if by your tone there is a possibility you damaged the car they will pay out...

For my experiences with insurance they no longer fight your corner because it costs to much so they pay out instead then raise your premium.

Being professional or not Richard - and as said if it was a window I'd pay every time - but this, no not without proof - unless I secretly knew the guys actually did it - trying to hold onto a customer in these circumstances just isn't worth it

Darran

turns out they investigated and decided we have no liability 

That's a great result. Good to know that sometimes an insurance company will back you. Hopefully your premiums wont go up.

[Spruce]

I wouldn’t even have contacted the insurance over this ( they will just pay it and up your premium )
If as you say it was delivered that day then there will be a video taken to show the condition until that is produced I wouldn’t entertain anything - different if it was a window where we had actually worked etc….

Unless of course you really suspect your guys did damage it…..

Darran

I watched a driver deliver a new car to a neighbour the other day. On arrival he walked around the car and took lots of photos before posting the car keys through the letter box. The delivery driver should have photos of the car when he delivered it.

[Richard iSparkle]

I wouldn’t even have contacted the insurance over this ( they will just pay it and up your premium )
If as you say it was delivered that day then there will be a video taken to show the condition until that is produced I wouldn’t entertain anything - different if it was a window where we had actually worked etc….

Unless of course you really suspect your guys did damage it…..

Darran

I watched a driver deliver a new car to a neighbour the other day. On arrival he walked around the car and took lots of photos before posting the car keys through the letter box. The delivery driver should have photos of the car when he delivered it.

they did apparently

[Smudger]

what scratch it...

or

Took photos.....

either way your in the clear good result

Darran