In my experience, for what it's worth, people usually get defensive and angry like this when they know they dropped the ball and are not mature enough to pick it back up when given a chance. They'd rather just leave the ball for someone else to pick it up. This guy knows full well that it looks like garbage, but the insurance company has probably already paid him, so there's nothing left in it for him (aside from customer satisfaction, which sadly doesn't seem to be much of a priority for many places)
Hope you get it fixed up without too much more of a headache.
I ran a painting business for a summer job a few years ago. In 4 months I did $90,000 in business and ran 4 crews of painters. I had exactly ONE customer check the "Would not recommend" box in my customer satisfaction survey and it still haunts me to this day. One of my painters (I was not on site at the time) was new and I'd had problems with him being messy and getting paint on things that weren't supposed to be painted. It was like he deliberately splattered things sometimes, it was crazy, I ended up letting him go because of it. but on one site, he splattered deck stain on patio stones.... and that does not come off. I could completely see why they were angry, and I did everything to try and clean it, even tried to find replacement patio stones but couldn't find any good matches. Anyway, as the business owner it is MY responsibility to make the customer happy, but
you're only as good as your worst employee. If they screw up, it's on you to fix it, and that is something this particular owner doesn't seem to be understanding becuase he let it out of his shop without inspecting it, or having someone he trusts inspect it.
Quote:
Originally Posted by Dack
I took it to the shop last night to discuss options for this paint job, and he started out by saying he doesn't know what I want him to do. He asked me "What do you want me to do?" and also "Well I didn't know I was working on a f*cking show car here Matt" and "Well you brought me this $35,000 car" and "I'm only human man, I can't get everything perfect" (what's even more funny is he never touched the car except to buff it) and he also said "well you know this car went out of my shop with some stuff like runs and what not and that's not something I let out of the shop, but I never had a chance to look at it before we rolled it out of the shop". Also "
He started to talk down to me (he's my old man's age, so probably 30+ years on me) and got irritated/pissed off. In turn, I started getting irritated that he couldn't keep his cool and thought he could talk down to me so I started pointing out everything that he never even touched with a little more fervor. And he said "well you know what, just bring he damn thing to me tomorrow, I'll spend all day on it fixing everything that you put on a list and tomorrow after work you can swing by and we'll check off everything on that list and once that's done, we're done". I said yeah well that's all I want. To have everything fixed. He also bitched about how he is only paid two hours to paint the door and other things, which only made him look more like the idiot because he couldn't do it right the first time.
There's a few other good quotes that I got from him last night, I'll post 'em when I think of them.
Another quote I just thought of was the one where he said "well you went over this paint job with a fine tooth comb, did you look that close at the rest of the car?" and I thought to myself "who gives a rats ass what the rest of the car looks like; if it looks bad, that's my beef with GM or my own scratches/etc, but the issue at hand is your sh*tty paint job, not what the rest of my car looks like"
Am I working with stupidity here or what?
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