“You’ve got to hear this story,” he said excitedly. I was meeting with the owner of a local chain of luxury auto detail and repair shops.
“When I started the business,” he said, “I knew some people I had taken good care of — from back when I worked other detail shops — and they followed me when I started up this one.”
He explained that one of his first customers, the owner of an appliance distribution company, had just purchased a brand new Bentley. He brought it in to the shop with the request for a specialty wax polish to help protect its finish.
“One of my best guys was on the job,” the auto shop owner said, “when the shaft broke on the buffer he was using; before he could react, the pad spun off and the splintered shaft of the buffer dug deep into the car’s panel — leaving a sizable gash!” He cringed as he spoke, as if it caused physical pain just remembering it.
He continued: “We panicked. I thought it was over: I would lose all my customers, be forced to close and be sued for the damage and the reduced value of the car.
“It took every ounce of courage I had to call the customer and tell him what happened.
Under further questioning, he revealed that he took full responsibility for what happened, without blaming his employee or equipment.
“I promised to cover all the damage and offered to get the repairs done for my customer so he wouldn’t have to do it himself,” he explained.
“How did he react?” I asked.
He said: “At first my customer was understandably upset and disappointed, but eventually agreed to let us schedule the repairs, and then redo the service he requested. When the car was repaired and ready a few days later we handed it over, no charge.
“Hoping we dodged a bullet that could finish our fledgling business, I was surprised a few days later to see that same customer walking through the office door. Instead of the Bentley, there was a large appliance delivery van in the lot.
“He strode in and directed the driver to back the van into one of the open work bays. Turning to me as two workers hopped out and unloaded a brand new refrigerator, he explained that it was a gift for having done the right thing. He expressed gratitude that we took care of him in such a transparent and speedy manner.”
The customer continued: “I would have expected you to hide what happened, just do your best to fix it and hope that the delay and the damage never came to light. But because you were up front with me about what happened and took good care of me, now I know I can trust you.
“I’m going to be sending all my friends your way. Take good care of them too.”
The auto guy explained how “it took real courage, humility and vulnerability to own up to and admit our mistake, and take responsibility for making it right, but the trust that it engendered was priceless.”
He concluded: “That’s when I realized that I wasn’t in the auto detailing or repair business. I am in the people business, and the most important thing we produce here is trust.”
