20
I almost quit my first moving job over a single scratched floor
I was moving a family in Seattle and my new guy scraped a hardwood floor with a dolly. I thought we'd lose the whole job, but I called my insurance right away and got a repair guy out there the same day. The client was so happy with how we handled it that they gave us a five star review and three referrals. Has anyone else turned a big mistake into a way to build trust with a customer?
3 comments
Log in to join the discussion
Log In3 Comments
the_willow3mo ago
Rewarding a basic fix? It was a major floor scratch.
5
thompson.finley12d ago
I gotta say I disagree with derekcarr and the_willow on this one. Calling it a "lucky break" or "basic fix" is missing the point. The real test in this business is how you handle the screw up, not that you never mess up. I've had a similar thing happen with a dented fridge on a move, and I learned that most clients just want to see you own the mistake right away. Being upfront, calling the insurance, and getting it fixed that same day shows way more reliability than acting like nothing happened. It's not about rewarding a fix, it's about proving you'll go the extra mile when things go sideways.
5