Pistone-

We have everything installed that you mentioned except for the lights/pa. Completely ticketless, everything that is weighed is also automatically photographed and stored digitally. We also run a 30 day digital audio/video recording of the entire premises through a ton of cameras. None of that was cheap, but it has proved to be incredibly useful on a number of occasions. Signs are also in place, even to the point of warning people with pacemakers that if they are going to the ferrous yard they may be exposed to strong magnetic fields.

I really do appreciate the comments on some basic improvements that we could make to our scale set up, it's an area that I know we need to work on. Also, the initial screwup was ours. No argument there. The main question I have is this: isn't it better to come clean immediately and explain what happened to the customer? Since we did this from the start, I'm really not sure how to approach the guy when I contact him. Tell him it was our fault? Done. Offer a way to fix the problem in a fair manner? Done. Apologize profusely? Done.

My plan right now (IF I can find the guy from info on his vehicle that we pull from the cameras) is to simply apologize one more time and ask for another chance to show him how we do business. Any thoughts on additional things I should try? Burly Guys is very on point with his comments regarding internet ratinings...I shudder when I think about how much influence a negative rating has on my decisions when I am looking for contractors or suppliers.