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EP 28: Here's What To Do When You DAMAGE A Customer's Car...
Episode 28 of Suds to Success tackles what to do when you damage a customer’s car—own it, be honest, fix it, and move on. Andrew shares a real mishap and lessons learned. Mistakes happen—how you handle them defines your business.
Andrew St-Pierre
8/8/20253 min read
🚘 SUDS TO SUCCESS – EPISODE 28 - Here’s What To Do When You Damage a Customer’s Car
In Episode 28 of Suds to Success, Andrew and Ercan tackle one of the most uncomfortable—but important—topics in the industry:
No matter how experienced or careful you are, mistakes happen in the detailing world. And when they do? They can be embarrassing, nerve-wracking, and even business-defining.
💥 MISTAKES HAPPEN — NOW WHAT?
In this powerful and personal episode of Suds to Success, Hosts Andrew and Ercan dive into the uncomfortable reality that every detailer dreads: damaging a customer’s vehicle.
Whether it’s a tiny scratch or a major slip-up, how you handle it can make or break your business reputation. This episode shares raw experiences, honest advice, and actionable tips for getting through these tough moments — with your integrity and business intact.
🏍️ THE MOTORCYCLE MISHAP: A TRUE STORY
Ercan kicks things off with a real-life detailing disaster.
A storm was rolling in, and in a well-meaning attempt to move a customer’s motorcycle indoors, he accidentally dropped the bike — and fell with it.
The situation felt catastrophic. The client had just hired a new employee, and now Ercan was staring at a tipped bike, thunder rolling in the background, with full-on panic mode engaged.
But what happened next? Surprising grace.
Turns out the damage was minimal, and in a twist of fate, the client had a spare handlebar from a previous repair. What could’ve ended in disaster ended with a bear hug.
✅ HOW TO HANDLE IT THE RIGHT WAY
Andrew and Ercan break down what every detailer should do immediately after something goes wrong:
1. Own It Immediately
Don’t hide. Don’t delay. Call your client right away. Ghosting or making excuses only makes it worse.
2. Be Honest
Don’t downplay, gaslight, or lie. If you’re unsure what happened, just say so. People respect honesty more than perfection.
3. Make It Right
Offer to repair, replace, or cover the damage. The willingness to fix it says more about your business than the mistake itself.
4. Apologize — But Don’t Dwell
Say sorry. Mean it. Then move forward. Don’t stay in guilt mode forever. As Ercan learned, constant apologizing doesn’t help anyone.
🚫 WHAT NOT TO DO
There are ways to turn a mistake into a disaster. Here’s what to avoid:
Don’t disappear. Ghosting ruins your reputation.
Don’t lie or blame the customer. Be upfront and respectful.
Don’t pretend you’re the expert when you’re not. It’s okay to say “I don’t know.”
Don’t give false information. Accuracy and transparency matter.
🛠️ LESSONS FROM THE FIELD
Andrew and Ercan share other cringe-worthy stories from their detailing days — from burned paint on a door handle, to cars being rammed into garage doors.
Everyone has a story. But what matters is how you respond, fix it, and grow from it.
💬 COMMUNITY CHALLENGE: WHAT’S YOUR STORY?
This episode comes with a call-to-action:
Drop your mistake in the comments.
Big or small, funny or painful — we’ve all made them. Whether you:
Used dish soap on a client’s paint
Forgot to set the parking brake
Scratched a brand-new car during prep
Left a buffer mark on black paint
Share it. Talk about it. Learn from it.
🧠 FINAL THOUGHTS: Growth Comes From The Grind
Andrew and Ercan wrap up Episode 28 with an honest message:
“We all make mistakes. That’s how you grow into the best version of yourself — and the best detailer you can be.”
Whether you’ve dropped a motorcycle or scratched a supercar, you’re not alone. And every setback is an opportunity to level up.
📢 LIKE, SHARE & SUBSCRIBE
If this episode resonated with you — like it, drop a comment, and hit subscribe.
We’re here every week with real stories, real advice, and real talk for every auto detailer chasing success.
Until next time,
Happy detailing — and take care of those cars.
🚀 STAY CONNECTED WITH SUDS TO SUCCESS
If today’s episode helped you navigate the tough moments in your detailing business—like dealing with customer damage, pricing pressure, or marketing mistakes—make sure you don’t miss out on future insights.
🌐 Website: sudstosuccesspodcast.com
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