Hey everyone. I’m not new to the forum but don’t post much - but I’ve come across a problem a few times now where customers have accused me of scratching their glass. As I know this is a problem the average window cleaner must have to deal with at least on occasion, I am anxious to get some ideas on the smartest way to handle this. Of course it always comes down to a “it wasn’t there before” VS “we don’t use anything that can scratch glass” argument. I honestly am at a loss as to what to do. It’s only happened a few times, but the first time I was threatened with legal action. Now again I’m being accused of scratching someone else’s windows. My methods are good. We use nylon brushes outside and well-rinsed strip washers inside - simple as that.
Does anyone have any ideas on how to approach this? Do you use scratch waivers for each and every customer? Or do you point out all major scratches to the customer? Does anyone have any legal knowledge or experience about this, as far as who the burden of proof is on? Can WFPs scratch glass?
How can I protect myself???
Please help. Any and all ideas are well-appreciated.