I am writing to ask your advice. I own a shop and sometimes I go to local events to promote my business.
The other day, during one of these events, a customer came up telling me he was very disappointed with my shop. He said he took his truck to a brake job and my mechanics had forgotten to check the transmission oil level . “I know the transmission and brakes are two different things” -He said- “but it is your responsibility to check the entire vehicle before leaving your workshop.”
He also told me that I was lucky that his truck had not been damaged by my mechanics mistake because otherwise I would had to pay him for the repair.
I apologized and told him I understood that he was upset. I also told him that it would never happen again. In addition, I mentioned him the good jobs done on his truck on my shop without any errors. However, he kept scolding me over and over and over again.
I guess that what really bothered me was that he discredited my business in front of a bunch of people. I felt terrible and quite embarrassed. If he had discussed his disagreement with me alone, everything would have been different.
I kindly spoke alone with the mechanic who made the mistake about what happened and asked him to be more careful. He nodded and told me it would not happen again.
Leaving my pride aside, I think the client as a thorn in my side. I am sure he will not hestitate in discredite my business again for one minimal mistake. I am thinking about letting him go.
What do you guys think?
Thank you in advance for your time!