Wait... What Happened...

For some context we are closed on Sundays only day we truly take off. (for the most part)

For the past few days before the incident we had been working on a F150 it had been having funny issues with electrical & the differential needed a lot of work so we suggested he just swap it out.

He took out suggestion and told us "just get it running".

Easy enough.

We went through the electrical had his truck all ripped apart until we found the wire that was causing the entire issue.

We drop his diff and went to our parts supplier to grab a new one. Turned out he would not have it for a few days so we called our customer to inform him of the news. Like the understanding person that he is he told us that it was fine let him know when it will be ready.

Awesome.

Couple days go by and the part arrives (Lets GO!) we make sure that everything is good and put it back on the truck like we are supposed to. Few hours later everything is good and we give him a call to come and pick up his truck.

He comes and grabs his truck pays us and we talk for a minute tell him somethings we noticed about his vehicle that he didn't seem to know about.

Mentions to us how he happy to get the truck back because he's taking out for the weekend and if we wouldn't have finished it he would not be able to go.

That would have been on a Saturday.

I get Sunday off was since we are supposed to be closed that day. I spend time with my family in the morning and go out later that day with some friends.

I had not heard from my partner that day so I assumed he was up to similar plans.

A few days later

Black Monday

I get to the shop on Monday Morning and I see the Ford back in out lot and I was confused.

I go into the shop and see my partner on the phone with someone apologizing.

I ask him ,"what happened its back?"

He tells me that the customer took the truck off roading 4 hours away and the differential locked up and the truck stopped working.

Meaning that on Sunday he had jumped in his truck, grabbed his trailer and drove it 4 hours out to where the customers were and drove them 4 hours back.

We called out parts supplier that very morning and where able to source on from him immediately.

We talked to the customer stating how sorry we are for this happening and that we found a new part and will have it installed that very same day so we could have it the next.

We did exactly that.

The customer was happy once again he was very understanding. He mentioned how he would bring back the car and that we did not have to worry.

He did exactly that, he kept bring his truck and he saw him last week actually.

Moral of the story

When something happens even if its completely out of your control fix it immediately.

Listen and own up to the mistakes, explain what happened even if the customer is blaming you. All you can do is try your best to make them understand.

He left very happy with us, he also recommend lots of his friends to come and have us work on their cars. He explained to them how we have great customer service and if anything happens we are there to help them fix any and all issues associated with our service.