Every dealership has seen this customer—the one who demands to be reimbursed for damage they claim happened while the car was in the dealership’s care, or because of faulty service work. You might find it challenging to deal with these customers, especially when you don’t believe your team is at fault. So what is the best way to handle them?

To help answer this question, I have compiled a couple of scenarios. I happen to know how these cases were handled, and I will share the results in my next blog. But first I want your feedback on what these dealerships should’ve done. These are both 100% real events involving simple oil changes that happened just this past Memorial Day weekend. So, my question is: What would you do?

Scenario #1:

A customer brought their vehicle into the dealership the Friday before Memorial Day weekend for a routine oil change. As part of the check-in process, the service advisor rolled down the window to prevent the keys from getting locked in the vehicle. The customer waited for their vehicle while the dealership changed the car’s oil.

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