When something goes wrong: incident response

Eventually a tech damages something, a customer falls, equipment fails, or chemistry goes badly. Your response in the first 24 hours matters more than any policy on the shelf.

Immediate steps.

1. Make safe. Anyone hurt → 911 first, every other consideration second. Property damage → secure the area, prevent further damage if possible.
2. Document. Photos of everything. Time, weather, what your tech saw. Talk to your tech in person, not by text. Their memory is sharpest within hours.
3. Notify the customer. Same day, by phone, before they discover it on their own. Acknowledge facts ("we noticed") not fault ("we caused"). Specifically: do not admit liability; that's your insurance carrier's role.
4. Notify your insurance carrier. Most policies require notification within 30 days of the incident; sooner is better. The carrier will tell you what to say and not say.
5. Document internally. Incident report on file. What happened, what you observed, who you spoke to, what was decided.

What kills small operators. Trying to handle a $5,000 claim out of pocket to "save the deductible", and then the customer sues for $50,000 12 months later. Use insurance for what insurance is for.

Communication script. "Mr. Smith, I want to call you personally about what happened today. Here's what we know. We're working on next steps and our insurance team will reach out within X hours. I'm sorry this happened, we'll make it right." Avoid speculation, avoid blame.

Tech follow-up. A serious incident is traumatic for the tech too. Check in privately. Re-train where appropriate. Don't make them an example to others.

We're not lawyers. Severe incidents (injury, large property damage, regulatory matters) → call your attorney before saying or signing anything.