by Raccoon » 20 Sep 2006 0:10
I would like to compile a list of questions Locksmiths ask their customers when they arrive on a lockout call.
As I've stated in a several threads, you should collect a lot of information from your customer to include in your records. The standard items I garnish are: Vehicle Description (Year/Make/Model/Color), Plates and VIN, Location Description and Address, Drivers License (Name, Home Address, License #, DOB, Sex/Height/Weight/Eye/Hair color) and their Phone Number.
All of these items are important and come in handy should problems arise-- such as the customer fails to pay or must mail you payment, if the customer claims you damaged their vehicle (you have a record of exactly which vehicle you worked on), or if the vehicle is later reported stolen.
In addition to collecting the above information, I also like to ask a couple of questions. The most important question I ask is: "Have you attempted to open the vehicle yourself, with a coat hanger or slimjim or other such implement?" The reason I ask this, is because 30% to 40% of my customers have infact tried to open their vehicle with coat hangers and slimjims or worse. They scratch the hell out of their paint, dent up their door frame, tear their weather stripping to shreds, or damage their linkage.
You want to ask them this question, and also note any damage you find (whether they answered yes or no) and ask the customer to write their initials next to these remarks on your invoice. This covers your butt and prevents the customer from later claiming that you caused the damage. I have seen some serious damage, and if every customer had sued me for their mistakes, I'd be out $100 grand. Limit your liability as MUCH as humanly possible.
Other questions I ask are of a casual nature to appear friendly and to ease the tension. I find that most of my customers are upset that they had to call me, but quickly feel at ease when I open a dialogue with them. Asking a bunch of liability questions at the beginning sets you up to sound professional and make you look like you know what you're doing. Asking what brings them to town (out of town’ers) or how much they paid for their "very nice" vehicle, makes them feel comfortable paying you the large sum of money for your time. You want to be a Professional Human.
What other questions or dialogue do you have with your customers?
PS. Always carry a camera with you. If you encounter a vehicle with significant damage, politely ask for permission to take photographs for your records. "It's standard procedure."
