How do you deal with damage to your client's property?

Ideally, if you tell the customer, it's better than them telling you. Get pictures, measurements and try to understand the full scope of the damage. 

• Let them know what did get done according to plan
• Then what damage did occur
• Then the concession/apology. " Mr Smith, our incident rate is very low but it's not zero. It's never our intention to cause damage to your property, and can understand how you would be upset. There's a process we follow to ensure these situations are correctly and thoroughly handled..."
• Let them get the anger out. When I started, getting yelled at, off hand remarks and sarcasm all rattled my cage a bit. Now I nod as they lay it on, knowing that the steam they **bleep** off will make fixing the problem easier.
• If the anger is winding up instead of down "I'd be upset too. Maybe this afternoon isn't the best time to talk about fixing it; I'll give you a shout on Monday next week and we can discuss remediating this"
• If they want to talk about repair/replacement: the first two questions I ask are "is this something I routinely fix to a professional standard?" and "is this going to be something I want to make an insurance claim for, or try to handle myself?". As a lawn pro, our most common damage is rocks being thrown into windows. I have 2 glass firms I work with in my city that do free quote visits and usually replace glass within 2 days. The $100-500 claims are easy enough to handle on my own. 
• I run the customer through my solution process. "The odd time this does happen, we work with XYZ Glass to get the glass replaced as soon as possible. I can arrange for them to quote and fix this right away. We'll handle the cost of repairs, of course, and I'd also like to discount next month's service by 20% for the inconvenience. How does that sound?"
• Finally, after it's all done, make sure they are pleased with the conclusion. If you've done everything you can and they want more, you may want to practice this line or something like it: "As a business owner, these kinds of situations are nightmares. I am sincerely trying my best to make it right, but I can't reasonably afford to give you a 100% discount forever, or replace all of the glass on one side of your house. I've done everything I can to ensure we're looking after you, but the message I'm receiving from your side is that it simply isn't enough. At this point, I'm going to have to defer this to my insurance as a claim. I'm sorry we couldn't work this out, and I understand if you do not want to continue with our services at this point. Perhaps I can point you in the direction of other service providers with strong reputations in this area to continue for you."

Tone is everything. You may be freaking out a bit about the cost, extent or source of the damage. If you approach the problem confidently but not cocky, you'll inspire the same response for your staff and the customer. It's not just about doing what's right, but that is important too. I have found that a customer that didn't love their window broken might still be impressed with the way the problem was handled. Navigating a difficult situation like a pro can increase their loyalty to you. If you sweep it under the rug, or decide that now's a good time to be stingy with their repairs - you may find yourself on the receiving end of the dreaded 1-star Google review. It's probably less expensive in the long run to be thorough. 

Also, **bleep** happens. You're going to be fine. 

Be honest and admit the fault if you or your team member damaged something.  Lying won’t do you any good and most likely more damaging to the business and brand.

Fix it, suck it up and pay for it etc. Learn from the mistake and do your best to avoid the same mistake.  Mistakes will happen.

We typically rely on our contract language for how we navigate those situations.  mowtownedmonton your ideas are great!! Thanks for sharing!

I just had this happen to me. The first step I took was to assess the damage and cost to repair, and immediately (because it was totally my fault) said I would get the damage repaired. Client said 'Thank you' and was appreciative of the honesty.

I just finished the repair (concrete curb damaged due to unexpected radius causing me to drive over and damage the curb), it took less than 30 minutes + $15 worth of 'quikcrete'-style concrete repair mix, and voila! All is well!

I can totally understand going through a situation like this. Mistakes and accidents happen but its all about how you handle it in the moment.

Last year, one of my cleaners was filling a mop bucket and walked away, completely forgetting about it. She called me in a panic once she realized what had happened. The damage was extensive and she felt absolutely terrible. 

I reassured her, told her to start doing what she could to manage the mess and I headed there right away. On the way, I called the client to let them know what had happened and that id give them a proper update once I arrived. 

When I got there, I took detailed photos and notes and immediately filed an insurance claim. I took full responsibility and kept communication open with the client throughout the process.

They were understandably upset, but because of the way it was handled - with honesty, fast action, and accountability - they were surprisingly understanding. We still clean for them to this day.

This is exactly why we carry insurance, and why staying calm and problem solving right away is key. Things can and will go wrong but how you show up in those moments is what really builds trust

You own it.  Face adversity head on.  Communicate the solution, collaborate with the homeowner and pertinent vendor...then, get it done!  It's that easy.  Accountability is the catalyst behind integrity and the teacher behind every learning experience.

Solar Eclipse Window Coverings would approach any damage to a client's property with a commitment to professionalism and customer satisfaction. Here’s how we might handle the situation: 

1. **Immediate Response**: Upon being informed of the damage, the company would respond promptly to acknowledge the issue and express concern for the client’s property.
2. **Assessment of Damage**: A qualified team member would visit the site to assess the extent of the damage. This assessment would help in understanding the cause and determining the best course of action.
3. **Communication**: The company would maintain open lines of communication with the client throughout the process. We would explain what happened, the steps we plan to take, and any relevant timelines for resolving the issue. 
4. **Liability and Responsibility**: If the damage is determined to be due to installation or products, Solar Eclipse Window Coverings would take responsibility. They would discuss coverage options, whether through insurance or company warranty, to ensure proper repairs are made. 
5. **Repair and Resolution**: The company would coordinate repairs or remediation of the damage. This may involve working with repair professionals or handling the repairs directly, depending on the situation.
6. **Follow-Up**: After the issue has been resolved, we would follow up with the client to ensure satisfaction with the resolution and to rebuild trust. This could include checking in to see if any further assistance is needed. 
7. **Preventive Measures**: Finally, we would take the opportunity to review our procedures to prevent similar incidents in the future, which may involve additional training for staff or updates to installation practices. 

Through this methodical and considerate approach, Solar Eclipse Window Coverings would aim to uphold our reputation while ensuring that clients feel valued and supported.

If it’s a replaceable item (window, mailbox, etc) - “You break it, you bought it” is how I handle it. If my crew damaged it, I pay for it.

If it’s damages within the scope of work (removing a tree and get a few ruts in the yard), we fix anything that isn’t reasonable. You just about can’t take down a 65’ tree and leave some trace behind.

If it’s an heirloom or something that I can’t replace, I knock off a sizable chunk of the invoice as a “I’m sorry…but I also can’t replace this specific item in question.”

That has served us well.

Completely agree with "mowtownedmonton". Honesty is the best policy in those situations. Be upfront, apologize, and resolve the issue swiftly. Customers always appreciate that more than finding out about it later on their own. 

Speak with your customer immediately, preferably in person. Offer to have professional come out to fix whatever damage was caused. Give them some service for free for their inconvenience.