Customer tried fixing a washer with a coat hanger, now what?

Honestly, part of me admires the hustle, but ngl, it's awkward when they blame us for the extra damage. Do you charge more for these messes or cut them a break?

2 comments

2 Comments

the_cameron3d ago

Why are we always so quick to punish the DIY spirit? That coat hanger fix was a desperate move from someone trying to save money, and honestly, we've all been there (or at least thought about it). Charging them extra feels like kicking them when they're down, especially since they were upfront about what happened. Building a little goodwill with a break on the bill can turn a ashamed customer into a loyal one who calls you first next time. The extra few minutes to fix their mess is just part of the job sometimes.

the_jason2d ago

Oh man, I read something about this exact thing a while back. It was about how the real money is in fixing other people's DIY messes, but also how handling it with patience builds way more business long-term. The point was that shaming someone for trying just makes them hide the problem next time, or never call you again. So charging a crazy fee for the extra ten minutes of work might feel good now, but it costs you later. It really stuck with me as just a smarter way to deal with people.