Last month a customer claimed they were overcharged for a repair. I had written down everything we discussed, including the agreed price and what was covered. When they disputed it, I pulled out the notes and we resolved it calmly. Just wanted to share because it really saved me. Anyone else do this?
Customer Issues
Keeping a written record of a customer disagreement saved me trouble
I keep a notebook for every client interaction, even phone calls. It's a habit from my old job. Saves me from relying on memory.
Do you keep paper or digital? I tried digital but I always forget to update it.
Paper for me. I keep a small notebook at the front desk. Digital felt too fiddly in the moment.
Honestly I never write anything down and it has bitten me a few times. This thread makes me rethink that.
I had a similar thing with a customer who said they never agreed to a restocking fee. I had it written in my notes and they backed off. Felt good.
How do you get customers to sign off on the notes? I feel awkward asking.
I don't ask for signatures. I just summarize what we agreed to and email it to them. That way it's on record and they can object if something's off. No awkwardness.
That's a good idea. I might start doing that for bigger jobs. For smlaler stuff the notebook is enough.
What do you do when the customer remembers things differently? Even with notes, they might claim you wrote it wrong.
In that case, having the email trail helps more. If they replied to your summary, it's harder to argue. If they didn't reply, it's still better than nothing
I also note the date and time of the call or visit. That little detail makes it feel more official.
I might start with a simple log sheet. Nothing fancy.