@Dano I suggested that only if he did not feel comfortable working on the customers vehicle. Say you have a feeling the customer is going to say you damaged something by removing the film. This way you skip the removal, offer 50% back to remedy the situation, and don't run the risk of it escalating due to false damage claims. You are still making decent profit at 50% since you should be profiting at least 80% on jobs. If you do the removal and full refund you just wasted the film, your initial time to install, and your time to remove...that equals zero profit with a lot of wasted time. If the customer is going to leave reviews, that is going to happen no matter the route you take so that doesn't matter. Just take care of your other customers, get them to write positive reviews so that a couple of negatives have no real impact. If you end up acting out just like the crazy customer you're complaining about, how are you any different?
@DynamicATL ,returning some portion of the $ may satisfy the the customers grievance but how would @brianhwang22 recover his reputational damage in this instance? Your solution makes sence if both parties are reasonable, but his customer is already setting his rep on fire in public. If he's in a small town or tight market this could well affect his future revenue and the damage can't be unseen.
I wouldn't give my lunch money to someone that is still punching at my rep online. The only winner is the jackwagon. He gets a premium install for half price and the installer gets a black eye in the public domain. I can't make good sence of it in this scenario.
Dynamic atl. I agree with you. I have tried to do redos for these kind of customers and it just becomes a bigger mess. Thank you for solidifying my thoughts. And I do like the 50 percent discount idea. Thanks
In the sign biz the norm is 50% before production 50% before install.
In tint, around 20 years ago I had a pita customer start hollerin about some nonsense when I walked out, yanked the film, left the glue and tore up his check right in front of him followed by get the F%&# off my lot. I guess I out crazyied him and he left in a hurry. ahhh the good old days.