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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

That this is not our fault?

144 replies

lanbro · 04/08/2015 07:13

I own a valeting business. With every valet we include an air freshener with our logo on that we hang from a rear view mirror. One of our customers has returned 5 days after leaving, removing the airfreshener but leaving it lying on the centre console and it has caused damage to the lacquer.

We always offer great customer service but in this instance I strongly feel this is his fault, and his attitude is not helping as he is trying to tell us we are breaking the law hanging them up in the first place. A quick Google shows that the highway code states windscreens should not be obstructed but no law as such.

He's coming up tomorrow to speak to our manager but will want to speak to me when he gets no resolution. We don't have a warning on the air fresheners although we do have a disclaimer about checking vehicle before leaving the premises.

So AIBU? Although we placed the air freshener in the vehicle, as stated on our boards (often people who don't like them say not to bother), we didn't put it on his centre console or leave it there for 5 days. This is the first time this has ever happened

OP posts:
ElementaryMyDearWatson · 04/08/2015 08:35

It doesn't matter that customers know you are going to put the air freshener in. The point is that when they agree to that, they don't know that they have the potential to cause damage to their cars.

If the man is coming back tomorrow, can you get the manager to contact the manufacturers today?

FurtherSupport · 04/08/2015 08:36

Sorry, I must have misunderstood what "He's coming up tomorrow to speak to our manager but will want to speak to me when he gets no resolution" meant!

TSSDNCOP · 04/08/2015 08:37

Given you know he's coming to talk to you after he talks to the manager I'd be inclined to simply invite with you. He's only going to get amped up in a first meeting which I assume will result in your manager declining to meet his demands.

I'd also avoid an unsatisfactory conversation based on hyperbole about the law and MOT's. The crux of the matter is a product supplied by your company has leaked. I would similarise it by saying if a florist supplies a hand tied bouquet and the customer puts it on a shiny table where it leaks the customer would almost certainly complain even though it's obviously not a smart thing to do.

Get straight to it. How much will it cost to rectify the damage? Can you agree to meet halfway on the costs.

You're a small business, customer service in the face of astounding doh-ness is the name if the game. Just work out how to minimise the cost and put a label on the products in future saying they damage certain surfaces if left out.

ElementaryMyDearWatson · 04/08/2015 08:37

Pippi, why is it idiotic to take down an air freshener you don't want and put it down on an available surface when you haven't been warned that it will cause damage if you do that?

PenelopePitstops · 04/08/2015 08:37

Is there not a warning on them from the manufacturer? If so, you should be passing this on to customers.

Bunbaker · 04/08/2015 08:40

Why are you avoiding my questions regarding data sheets? I deal with this type of thing at work and any product we sell that contains potentially harmful substances, or anything that can be ingested has to have a data sheet.

"By law (see REACH, Chemical classification) suppliers of chemicals must provide an up to date safety data sheet if a substance is dangerous for supply."

^^ lifted from the HSE website

DoreenLethal · 04/08/2015 08:40

I never use air freshners. If you left one in my vehicle, it would annoy me after a mile and i would take it down and put it on a horizontal surface which in some instances could be the console or the seat (so if someone was sitting there i would put it on the console). I would chuck it in the bin when the stench got to me, so it might be when i next got in the vehicle it might be a week later.

Thing is, unless you are a user of these, you have no idea that they would damage surfaces. I would be pretty annoyed if i then had to live with a damaged console for the rest of the vehicles life. If there had been no warning then i might well come and see you about it.

Perhaps you need to change suppliers to ones with a warning on the packet.

TheUnwillingNarcheska · 04/08/2015 08:43

I would say it isn't your fault.

But as a goodwill gesture the company should pay for the damage.

Also in future maybe leave all the air freshners inside their wrappers and leave them inside the car for the driver to choose whether they want it hung up or not.

I don't have them in my own car because some of them kick off my asthma. Not all but it isn't a risk I take.

Original poster
lanbro · 04/08/2015 08:43

Sorry bunbaker, I am not ignoring your question. No I don't have a data sheet although I shall be requesting one today!

OP posts:
Bakeoffcake · 04/08/2015 08:54

Regardless of what happens here, you'd be daft to carry on hanging unwrapped air freshener on people's mirrors. I'd put a stop to it today!

Pippidoeswhatshewants · 04/08/2015 08:55

Elementary an air freshener is not just a piece of cardboard or cloth, but obviously coated in some kind of chemical. If you put that on your dashboard and leave it exposed to the sun, the resulting damage really isn't surprising, is it?

Original poster
lanbro · 04/08/2015 08:57

Bakeoff, obviously!

OP posts:
namelessposter · 04/08/2015 09:02

I'm sorry this has happened, and you couldn't have foreseen it, but I also think you are liable. I would be looking to you to make good the damage. Your public indemnity insurance should cover it.

MaidOfStars · 04/08/2015 09:02

I don't think it's your fault. It sounds like a 'him' problem.

BirdInTheRoom · 04/08/2015 09:02

I don't think you should be discussing with him who is at fault - that is bad customer service in itself.

Good customer service would be sucking up the cost and offering to pay for the damage, along with re-thinking what you do with the air fresheners in future.

If you do this, you will have a happy customer who will likely recommend you. He obviously thinks you are at fault, and if you don't resolve this he will likely bad mouth your company.

Depends what you want the outcome from this to be really.

gamerchick · 04/08/2015 09:15

This is the thing. Word of mouth can be damaging as well as good for a business.

WorktoLive · 04/08/2015 09:22

We are not placing them in without there consent! They are included in the valet which is stated on the board so they consent to us putting one in by not saying they don't want it.

OP, I hope that you have taken on board from this thread that air fresheners are quite unpopular.

I also don’t agree with imposing something on people and inconveniencing them if they don’t want it. They have to remember to ask for no air freshener and the valeter has to remember not to put one in the car. I bet more often than not, even if the customer remembers to say that they don’t want one, the valeter will ‘forget’ and put one in there anyway.

Implied consent is totally unfair on the customer – sometimes it feels like life is a battle of refusing things that you don’t want. Any time you order online, you have to tick boxes so you are not spammed. it is impossible to most websites without accepting cookies. Buy anything from a high street chain and you have to refuse extras, large sizes, loyalty cards, half price chocolate from WH Smith, storecards etc etc etc.

You say you are a small business that prides itself on good service. How about not forcing unwanted advertising onto your customers for once?

Just put a box of business cards on your counter and people will take one if they want one Smile.

caroldecker · 04/08/2015 09:24

A quick google suggests this is a well known problem in the industry - so I think you should have been aware and warning customers.

Bunbaker · 04/08/2015 09:25

I agree with Bird. You could use this as an opportunity for some really positive PR for the company.

One of the reasons I am such a loyal customer of Lakeland is that they have the best customer service around.

Samcro · 04/08/2015 09:28

i assume you took it out of the packaging so customer would not be able to read any warning, so I would say Yabu and its your fault.

Bakeoffcake · 04/08/2015 09:34

I agree with Bunbaker and others. It really doesn't matter who's fault this is, if you want to protect your business's reputation, you should offer some compensation to your customer.

And I disagree that your customers have consenting to the air freshener. They may think they will receive one wrapped up for them to open, they don't know it will be unwrapped and placed on their mirror.

ShesAStar · 04/08/2015 09:38

In my opinion for the sake of your reputation and to avoid the slagging off your company would get via this customer I would try and stay on his side, sympathise and explain that the supplier doesn't warn of this happening.
Give him something towards the damage, claim on your insurance and also take it up with the manufacturers to claim back any money you might lose out on.
It doesn't really matter if you think he's wrong - he's an unhappy customer and unfortunately he has a case.

SoupDragon · 04/08/2015 09:38

an air freshener is not just a piece of cardboard or cloth, but obviously coated in some kind of chemical. If you put that on your dashboard and leave it exposed to the sun, the resulting damage really isn't surprising, is it

Clearly it is, yes, as you can see by the responses on this thread. I would not expect something designed to be hanging in the sun and touching parts of my car to be capable of damaging it.

Bunbaker · 04/08/2015 09:41

Neither would I SoupDragon

MummaGiles · 04/08/2015 09:43

Make sure you notify your insurers, even if you don't make a claim on your policy. It almost certainly qualifies as a circumstance.