TOWING-BUSINESS5 MIN READ
Handle a Damage Claim Without Blame
Use after-action review questions to investigate a towing damage complaint constructively.
Damage complaint The customer wants accountability, the driver wants fairness, and the evidence may be incomplete. Blame narrows the facts just when the business needs them most. AAR Intent · Reality · Cause · Improve Compare what should have happened with what did happen, then decide what to sustain or change. Blame Ask who caused it first A fair response and a better process. The review is about learning from the gap, not protecting egos. 01 Intent 02 Reality 03 Now try Start with standard The driver says the scratch was already there.
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