self-service liability?

[fluffy]

A customer used one of my top loaders and apparently had a shirt and towel ruined by bleach (everything else in his load was fine). Of course he is claiming he didn't put any bleach in, that he purchased the soap from me, and that the shirt and towel were brand new (he wants $45 in cash).

I told him that I would be happy to offer him two wash credits but couldn't do anything else since the machine works fine and I also have a sign which says "please inspect washer and dryer prior to use, we are not responsible for any damages").

He said he will now sue in small claims court.

Comments?

[Kitty]

Liabilty versus customer service and the ulitmate goal of retaining the customer is the issue here.

Liabilty speaking, you have nothing to worry about. As for a customer service liability you have a huge one to overcome.

You must evaluate this customer, his claim, the circumstance and the value of his appreciation of your accomodations to his issue.

Circumstances like this deserve the finest customer service skills you can muster. Seeking a positive solution that is respected by the parties concerned should be met. There is a lot to look at when decided the outcome of situations like this.

When addressed with situations like this you should be very sympathetic to the customer, discuss a possible treatment to the garment and offer to assist, discuss your concerns about the "malfunctions" and discuss the avenue for your imminent investigation and a time table for you to call them back with a determinination of the assessment. Comment on the facts bleach has never "remained" in a toploader that will affect a later wash and ask as many questions that pertain with your average laundry customer. If you think hes full of pooh, he probably is, and if so, don;t let him get over on you.

[Fred50]

Fluffy,

This happens on occasion, and it sounded like you tried to be reasonable. There is nothing you can or should do to stop this guy from filing a claim. Take along pictures of your warning signs and explain your offer and that this is a self-service business.

There is a big difference from an owner's and legal perspective from a drop off customer where we take control of the clothes and a self-service customer.

Stick to your guns and never offer cash!

I am guessing if they wouldn't accept some free services, that it may not be a legitimate claim. It's also very fishy that only two items in a whole load were ruined. Was there any bleach spilled on the top of the machine?

[M.S.I]

I cant tell you over the years how many times ive been threatened by customers, the best thing to do is kill them with kindness, Easier said then done . Offer services, never cash!
Everyone is Sue happy now adays, ive been to court 3 different times for someone claiming to get hurt and ect, Security cameras proved to be my best witness. But basically im telling you as a business owner of anything , you can only do what you can do, dont loose any sleep over it, cause you will go nuts! Like my Pappy always said , dont worry about it when it comes, DEAL with it when it comes, then go from there .......

[mike]

When someone is unhappy, and want's redress,

always ask them specifically what they think would be fair under the circumstances.

If it's within spitting distance of what you want to pay, settle,
but tell them you are settling to keep them happy, not perceived liability (unless you ARE guilty)

90% of people will walk away contented and/or happy.

10% will threaten to sue.

none actually will.

[Andy]

hold your ground, as was said you presented a reasonable offer, if they wish to decline that is their business. I consider statement like " I will take you to small claims..." a threat and coercion, an attempt to pry funds from you. Let them file a small claim suit and the judge will decide.

[Follow]

I think, that customer is full of BS, only two item bleach, none others!!?? I think, your customer did spend too much money on beers instead of paying his bill ; so, he wants you to pay his bill!!???
just smile to his face and say ' see yaa in court'

[Gary C]

Some detergents will bleach out clothes and if it's only two items that is most likely what happened. They probably pored it in before the clothes got wet. Explain that and see if it helps.

Gary

[fluffy]

So here's the end result of this tale --

A few days after he says he will sue me for the $45 cash, he calls me up and says "how about $25 cash and two free washes"...I said no on the cash, yes on the washes. He then comes in and wants to drop off several bags of laundry for the attendant to do (his time must have been too valuable...he arrived in a cab, so maybe the meter was running :). Since I was trying to be a nice guy, I agree to have the attendant do it for free.

We do the wash that day, and then another attendant calls me the next day and asks me about some agreement to do this guys laundry because he had all these special care instructions -- that's right, he brought in more clothes for the attendant to do the next day. I told her to tell the guy to go away. End of story