28/09/2026
**Is a Handshake Still Enough in Business Today?** - How are you going to handle this case?
Last week, we serviced a Mercedes-Benz SLK200 and found a faulty breather hose causing a fuel smell.
The repair was around $1,100 including labour, with nearly $700 in genuine Mercedes-Benz parts.
The customer agreed to the repair. He had been to us several times before, so I considered him a regular customer. Normally, I take a deposit for special-order parts, but this time I trusted him and ordered the parts without one.
The parts arrived Friday. He was booked in today.
This morning, he messaged saying he had changed his mind because he didn't feel the car was worth repairing.
I understand his decision. The problem is that some genuine special-order parts cannot be returned. Now I have nearly $700 worth of parts sitting here.
The bigger loss for me is trust.
It makes me wonder: **Can we still do business with a handshake and someone's word?**
The industry has already changed. Some suppliers charge us 10% restocking fees. Michelin can charge $25 per tyre for returns, and another supplier charges 5% plus a fuel levy.
Returns and cancellations have real costs. Someone has to pay for them.
I'm not angry with the customer, but next time I will probably have to ask for a deposit — even from regular customers.
Not because I don't want to trust people, but because trust has to work both ways.
**What do you think? If a customer approves a special-order part and changes their mind after it arrives, who should carry the cost — the customer or the business?**
**In 2026, is a handshake still a commitment?**
