Those arent the colors i approved (although has no idea what colors were used in the 1st place)
I dont remember the price being this much
Now you also told me that price included the other signs in our Kansas location, remember?
I need to let my wife, bookie and drug lord check out your stuff before I send check out. (Im the owner but have no control over anything)
Well thanks for the great job. Our bookkeeper will be out of pocket for 5 weeks due to a bladder infection, and she left yesterday (so I guess when this happens we can call all utility compnaies and htey will wait?....lol)
I thought it was going to be larger than that! (even though the building will not allow)
Have you ever dealt with a cusotmer and in the first 2 days your slapping each other on back, babysitting each others kids, hell, they invited you over at THEIR family reunion. Good Times! have you then noticed how some of their facial expressions change once the bill is handed? in some it looks as though you have given them a notice to be electrocuted. Posted by W. R. Pickett (Member # 3842) on :
...I did some window lettering once for a nice black lady hairdresser who told me that it was "THE BEST I'VE EVER BEEN DONE"!
Posted by Jill Marie Welsh (Member # 1912) on :
Bruce, I swear, this very thing has given me a phobia about the completed sign. It's so bad that after a sign has been delivered, regardless of the reaction, I watch my Caller ID for their number for at least a week afterwards, a knot of apprehension in my gut. I've had:
"But it's so SMALL!" after having the completed sign delivered on a hired flatbed truck, after the lady signed off on the size prior to production. To humor her I added another smaller phone number panel. Nowadays I would have taken her to court.
"That background color isn't burgundy, it's MAROON!" After she had gushed all over the place when she picked it up. "I didn't notice till my boyfriend pointed it out because I was late for a nail appointment...can you repaint the background around the lettering?" The sign is still up 6 years later, after they stopped payment on their check...they had provided the sign itself but I still hope a car takes it out or a big bird poops on it!
"That spacing looks weird, can you make it closer together?" (here just let me repaint it for free buddy)
"My girlfriend told you to make this license plate EXACTLY like her old one! I want my check back!" (I had told her that I did not have the same font and she loved the plate...a whole $25, I peeled the whole thing off in front of him and tossed it in the trash )
"That lettering is too small" (from a guy who still owed the balance, I told him to bring the signs back and I'd fix them...now they are the subfloor in my bathroom)
"You spelled my partner's name wrong" (after he approved the proof)
I really DO hate people sometimes...luckily I am not as sweet as I used to be. After you get crapped on so many times, you try to crap back. (in a ladylike way, of course!)
I feel your pain! Love....Jill
Posted by bruce ward (Member # 1289) on :
I have also dont this to customers. I deliver something and install and they say, "That lettering is not quite the HUE that I wanted". I simply say Really? well I tell you what we will get back out here and repaint the lettering and Ill call you when its completed. they agree and wait about aweek ad call them back, they look at it and are estatic. "yes thats the right color".....dumb asses!
Posted by KARYN BUSH (Member # 1948) on :
them: ya can't read it from the road.
me: yeah no shyt sherlock i told you that, but you wouldn't listen to my suggestions because your graphic artist is simply the best.
them: can you put some holes in for me and get me some screws? can i use your drill and ladder too? i don't have my glasses on...could you do this for me?
me: yeah for a fee.
i find the more direct i am with people...the better it is...for me anyway. i think people will try to use you for what they can get out of you. personally that's not my style, but i am always shocked at the things people ask of me to save themselves a dime...like my time has no value what so ever. i usually don't reply back or i just say no.
personally i think its time to move even further north...i really could live like a hermit in the woods.
Posted by Jill Marie Welsh (Member # 1912) on :
What about when they don't say anything? I hate that too! love....Jill
Posted by Si Allen (Member # 420) on :
Jill....I don't care if they don't say anything...just as long as they have my check ready!
Posted by Wayne Webb (Member # 1124) on :
The only two complaints I've had, that I can remember, was over size.
With the first one, I had sent, faxed, emailed scale drawings, along with my 5'10'' scale "man" standign beside the sign which was the largest sandblasted sign structure I had built up to that time. I got everything approved (the entire project was handled by this doctor's wife from the get go) After it's installed, he comes out, takes one look at it and says "It not big enough" (he's from Tailand).... I'm thinking YOUR KIDDING? He wasn't kidding I had done everything I knew how, to inform them of the sixe. Maybe I should have given the measurements in Metric?
The second one was ordered by a representative for a commitee... She didn't want the signs to be any larger because of the money. She approved everything, including the size, gave the go ahead. I put the signs up and she comes out to the shop. No compliment, no "they look nice", No howdydo, no nothin'....first words she spoke were "I want you to know I'm VERY disappointed in those signs".
Posted by Tim Whitcher (Member # 685) on :
I've had a few complaints over size (oh, we're talking signs here, right?). I've heard all of the above, but I've learned over the years to provide color swatches (paint & vinyl), material samples, layouts to scale (superimposed over photos of their building), and be as descriptive as h*ll. I also write a very descriptive proposal to have signed, as well as a sig on all art, and require a deposit of half down on almost every job. It's cut the problem nearly in half (sigh). Posted by Paul Bierce (Member # 5412) on :
How about this gem:
"Thanks for giving me such a great price. I'm on a tight budget you know. I just hired a PR firm/Ad agency."
Posted by Roy Frisby (Member # 736) on :
....and all these years I've thought it was just me.... Posted by Ricky Jackson (Member # 5082) on :
quote:Originally posted by W. R. Pickett: ...I did some window lettering once for a nice black lady hairdresser who told me that it was "THE BEST I'VE EVER BEEN DONE"!
Billy you are such a STUD!!! Posted by jake snow (Member # 5889) on :
Customer from out of town orders sign. Tells me where the new location is. I go look, get measures, build sign. Install sign. Customer calls 2 days later when they get into town.... "The sign is beautiful! But you installed it on the wrong store front. We are next door...."
(brand new strip mall that sat vacant forever) Thats my excuse, and I'm stickin to it! Posted by Bob Rochon (Member # 30) on :
After installing a solid mahogany sign between 8"x8" granite posts 15' tall requiring excavation, crane and concrete I was told that the balance due was not available.
That was the last time I EVER install a sign without payment.
COD does not mean COI.
I must write that 250 times in spanish on the black board
[ August 01, 2006, 02:01 PM: Message edited by: Bob Rochon ]
Posted by Mark M. Kottwitz (Member # 1764) on :
quote:Originally posted by Jill Marie Welsh: "You spelled my partner's name wrong" (after he approved the proof)
Which I promptly respond with "Let me pull your file with the approval...and yes, here it is, an approval with your signature. Sure I can fix that. The cost will be $xxx. And I can get out there (insert time frame here)."
Working for an ISO 9000 company, I learned the valuable lesson of signed approvals. They get stapled on the inside cover of every customers file (with out exception). If the customer "doesn't have time for an approval", I gently remind them that it is a step in the process, it doesn't take but a few minutes, and lets them know that I comprehend their project. I get it over to them (most of the time by e-mail, so that they can see the colors). I ask them to fax back, and I can start production as soon as I get it.
Posted by bruce ward (Member # 1289) on :
signed approvals, art aprrovals, blueprints signed agreeing that building in not lever it doesnt matter I have heard all these.
mark that was good you misspelled his partners name after proof was approved.
It seems that we have become a society of blame. Back in late 80s "do it" was good enough for the go ahead maybe a handshake. not anymore. I bet 2-3 years from now well have to have lawyers involved,notary public stamps and etc.....approving a sign will be like taking out a 30 year mortgage
Posted by Troy & Ellen Hendricks (Member # 6687) on :
Wow! We got up today feeling like it's us against the world. Now we know it's not us! Spent the past 2 days painting a mural in a gym with no a/c... it's August in Arkansas... we wish we had upped the price or refused the job even tho it's turning out good, have to finish today. Did I mention it's dripping sweat HOT?? Definitely time to raise all our prices anyway. Thanks for all the encouragement.
Posted by Troy & Ellen Hendricks (Member # 6687) on :
Oh! and after we had finally made it home last evening, at 7:30 pm a family of COMPLETE STRANGERS knocked on our HOUSE door and wanted a license plate right now! We live behind our business. New sign for door: PRIVATE HOME - CALL FIRST OR GO AWAY! Is that tacky?
Thanks for letting me vent. Ellen
Posted by Monte Jumper (Member # 1106) on :
quote from the customer..."I wish I had told you to put that higher (after approving the mounting area)No Problem we can move it up! "Really?" Sure we do anything for more money!
It remained where it was!
Tacky Ellen? In a town called Smackover? Posted by Russ McMullin (Member # 5617) on :
quote:Originally posted by Troy & Ellen Hendricks: New sign for door: PRIVATE HOME - CALL FIRST OR GO AWAY! Is that tacky? Ellen
I would use the words like "hostile" or "rude" rather than tacky. If I were your neighbor, or a potential customer, that sign would be huge red flag to steer clear of you for the rest of my life. Seems like you could say the same thing without all the anger attached:
"Customers: Please make orders for signs during business hours. Thank you for respecting our privacy."
Posted by Jon Jantz (Member # 6137) on :
I think it says the message loud and clear, Ellen. Down here in Alabama, people wouldn't be done reading Russ's sign before they'd be pounding on the door. The key word is "respect" which too many people lack, and that is why they are at your personal residence door after hours to begin with.
Your sign will slow 'em down a little but you'll still have to deal with the ones that know you, ones that have an emergency (paper banner for daughter's birthday, guess they just found out the day before what the date was), or the ones that are just plain rude. I think the respectful and decent people will identify with your problem and understand the directness of your sign.
Leave it up...
Posted by Russ McMullin (Member # 5617) on :
I prefer to project an image of professional courtesy. It can be simpler and still not project the unrefined hostility of "GO AWAY!":
Private Home No Customers No Exceptions
Posted by Dan Antonelli (Member # 86) on :
The truck we won 1st place in SB Auto Art Contest- had complaints from the owner's brother who came with him to pick it up. We had to take the Chevy Sahara emblem off the back, and put a few minor nicks in the paint in doing so. Walk around the whole van, says nothing then says 'You're gonna fix the chips, right?".
I just ignored him, because after the install I was fried. Then his bro is giving me the balance (I think that job was 2 grand or thereabouts) and his brothers going 'Thats a lot of money for lettering" - to which I replied - 'Yeh - it would be - if it were just lettering. This here is called advertising!"
I have to admit, after doing a job which I believed to be one of the finest to have come out of here, I was more than a little disappointed about the response. But I think that's only natural - we all have a lot of emotions tied up in our work sometimes - its hard to separate it.
The owner later apologized to me about his brother's attitude, and it apparently seemed to be more of a competition thing between themselves, so in the end, that explanation made sense.
[ August 02, 2006, 03:01 PM: Message edited by: Dan Antonelli ]
Posted by Mike Pipes (Member # 1573) on :
Hmmm..
A new possible sign for the shop?
"If opinions are like buttholes, you should get your head outta your friend's/family's/spouse's opinion."
Posted by Ian Stewart-Koster (Member # 3500) on :
quote: we all have a lot of emotions tied up in our work sometimes - its hard to separate it.
Too true, Dan!
Posted by Troy & Ellen Hendricks (Member # 6687) on :
Wow, lots of emotions here for sure!
Thanks for all the suggestions on the privacy sign. Haven't made one yet. Too busy! I really do try to be tactful instead of tacky.
One of my neighbors, who owns a restaurant, shared with me how people want her to make whatever "to go" immediately. She said, "People want what they want when they want it." That sure seems to be true.
I do try to make people happy but if someone is just not going to be happy I have been known to refund their money.
Ellen
Posted by bruce ward (Member # 1289) on :
if people find that you are easily accessible they dont give a damn about your privacy. my phone ringers are cut off at 5pm. i do not go to the door after 5 pm. between 8-5 you had your chance to call so screw you. as far as that sign on the door for troy and ellen I would put it up, if they are offended they have no sense of humor.
Posted by Troy & Ellen Hendricks (Member # 6687) on :
Thanks, Bruce. Humor is very important. In our little town, pop 2005, everyone knows we live behind the biz in the center of downtown. When we can afford it [next on our list] we are putting up a fence. Thanks to all of you, Troy and I are enjoying visiting with y'all.
Ellen
Posted by Frank Magoo (Member # 3950) on :
If looked at from a different angle, these aren't the remarks heard from customers that bug us, but a inexpensive way to streamline your business approach. Using each of these "situations" as examples of what happens when "YOU" don't do this or that in dealing w/customers. Over time if applied to your business, these shortcomings will drift into the sunset as problems we "used" to live with, as they have all been turned around to work for us, not against us. Take a moment and reread each and every example given so far, and the "true" fault lies w/business owner, US, not the layman, if one buys into blaming as a solution to anything, then the blame game will win out and the subject will suffer. Learn to extract the good from something and file it away, trash leftovers...good business practices eliminate these problems, opening up your world to ponder other matters, such as will a fence really keep em at bay? Posted by Jon Jantz (Member # 6137) on :
quote:Originally posted by Frank Magoo: If looked at from a different angle, these aren't the remarks heard from customers that bug us, but a inexpensive way to streamline your business approach.
Take a moment and reread each and every example given so far, and the "true" fault lies w/business owner, US, not the layman, if one buys into blaming as a solution to anything, then the blame game will win out and the subject will suffer.
Learn to extract the good from something and file it away, trash leftovers...good business practices eliminate these problems, opening up your world to ponder other matters, such as will a fence really keep em at bay?
Wisdom at it's finest. Mr. Magoo you are truly philosophical.
Is this coincidence?
Posted by Jack Bass (Member # 6695) on :
"Those arn't the colors I approved", so i get their full color proofs and hold them to the completed vehicle wrap and they are a perfect match. And they say, but they look different inside, i did'nt know i had to look at them in the sunlight, i want the colors to match how they look inside.
so.. I told them what every respectful business owner would do. "Pay me, and park it inside.. " LOL
Posted by Wayne Webb (Member # 1124) on :
quote:we all have a lot of emotions tied up in our work sometimes - its hard to separate it.
Amen to that
Can I add... Any craftsman, tradesman, doctor, lawyer, or garbage collector... Who doesn't take pride in his work... I don't want him working for me.
Posted by Wayne Webb (Member # 1124) on :
Oh yeah... Jon.... The resemblance is uncanny. But Frank looks better....he's smiling. And he can pick a banjo. Good word Frank
Posted by George Perkins (Member # 156) on :
Great post Frank
I've been in this business for thirty five years and as I read this thread, I felt a little left out as I really didn't have any good stories to add to it. Oh sure, there have been a few over the years...but damn few. One thing I have always strived for is to be professional and I have always tried to act like one. I also demand to be treated like one. It's not an arrogant attitude or anything, but just be professional, get everything straight, up front, do what you say you will do and if there is a problem....work it out. If you have a misunderstanding, realise YOU have a part in it! If you have everything clear in writing up front, calmly and professionally hold your ground. Try to imagine how your Dentist would act.
Posted by Bill Wood (Member # 6543) on :
Oh, that's high... I bet you don't complain when you pay $200 for the doctors office visit. No...he had to go to school for a long time to be a doctor. PROBLEM SOLVED. What do you mean? Have your doctor paint it for you. He cain't O Well..Looks like you're screwed.
This actually happened to me at the Dixie Classic Fair.
Posted by David Harding (Member # 108) on :
"Where's my sign? You said you were going to install it yesterday!"
"I did."
(Customer goes outside and comes back to phone) "Oops. Sorry. I didn't look."
This has happened to me twice in thirty five years in the business. I may not want to know what it says about the impact of my work.
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