Hi Folks. Peter's post about becoming "sick of this business" got me to thinking about how a lot of us have all had similar "moments". I'm sure that many of you entered into this trade with lots of "fire in your belly" and passion in your heart. A lot has changed since I started making my living slinging paint. The attitude of customers has changed dramatically, and not for the better. We all deal with the whiners, hagglers, cheapskates, and those who you can never please, on a daily basis. Over the past few years, they seem to be breeding, as their number seems to be on the increase...at least in these parts.
I feel that there are several factors that are the root cause of such a shift in attitudes.
Firstly, we are dealing with a generation who are used to, and expect "instant gratification". They don't really CARE how you go about fulfilling their wants or needs...just so long as you do it. They have no sense of quality or loyalty...only of PRICE!
Secondly, I feel that the introduction of "computer assisted" signage has "devalued" our status as Craftspeople in the eyes of today's consumers. Some even have the perception that nobody is capable of producing a sign "by hand" these days. Their logic seems to be that if a computer or machine did it...it must be somehow "cheaper".
Thirdly, Your personal situation is of little or no interest to them whatsoever! They don't care about your cash flow, overhead, state of health - emotional or physical, and they sure don't care whether or not you get a personal sense of satisfaction in producing their order...whatever it may be.
Fourthly, They feel absolutely no responsibility toward you, other than placing their order, and you delivering it to them in perfect condition, and on time to suit their schedule. They may not even feel the responsibility to see that you are paid on time, in exchange for you providing your services to them, at their level of expectation.
Not ALL customers fit this particular mold, but there seems to be an ever increasing number who DO! I'm sure that you all have encountered some of their number, and have had your day "soured" because of that contact.
One thing that I feel is very important these days, is to let those customers who have treated you with respect and courtesy, and have paid you promptly when you have delivered their sign to them, is to LET THEM KNOW how much you do appreciate their business. These are the folks you want to KEEP and RETAIN as customers. They are far and away, the kind of people that you wish to be dealing with, and are also much easier to sell your services to, than the alternative group. How much does a smile, warm handshake, and a genuine "thank you for your business" cost you?? Making that customer feel that he or she is IMPORTANT to you may be the best but least expensive investment you'll make this week. Don't forget that they too have to endure a lot of slings and arrows in the course of their week. It might be nice if they remember you as someone who they ENJOYED dealing with.
Have a great week, and spread some joy around. Hopefully, some of it will multiply and return to you.
Posted by Si Allen (Member # 420) on :
quote: THE CUSTOMER IS YOUR ENEMY! ACT LIKE IT!
Bob Burns
Posted by Jackson Smart (Member # 187) on :
Well said, Ken Henry...Well said!
Posted by Alan Ackerson (Member # 3224) on :
The responses in Ken and Peter's posts hit the nail on the head. Too many customers can be a pain in the rump, if you let them.
The best way I feel to deal with these people is to smile and politely say no... It always seems the cheap noncaring customer wastes one of our biggest needs, time. There is always the chance you may loose out a couple of bucks once in a while by turning these people away. Good, bye. Why let some negative jerk undermine you?
Let's focus on the positive.
The time saved can be used developing new skills or mastering the ones you already know.
This adds confidence.
Learning and apply something new will put a big fat smile on your face. Remember how alive you felt after yor first Letterhead meet? It will show in your work. Isn't being creative, artistic and more marketable, (the times they are a changin') the reason why we put up with all of the b.s.? The medium, paint, pixels, who cares? Raise the quality of your standards and the prices will follow.
This adds confidence.
Some of this "new found" time can be used making an old job better. Letting an existing (quality)customer know you are thinking of ways to improve their image can be at times more valuable in the long run than finding new customers. Pick your spots, by now most of us know who our friends are. Many clients will grow along with you when they see that they're the direct benefit from your new skills.
Plus it helps instill a, here's that word again, confidence that only comes from having happy customers.
Happy customers have bigger wallets.
And for God's sake, sure it's not always easy, put a smile on your face. Jim Morrison said it best, Get your kicks before the whole place goes up in flames.
peace
Posted by Wilson Ardmore (Member # 3230) on :
Iv'e been looking through a mess of posts and replies concerning customers,clients,accounts or whatever catagorie they might fall under.
All of life in business is pretty much same no matter what you are selling. You only have one chance to make a first impression. What does the potential customer see when entering your humble bus. domain ? Do you have on display the kind of samples of work that denote the fair prices necessary to keep the ship afloat ? Do you have a fair and accurate pricing schedule at reach to meet your area's economy ? Most of us have not been through the business training that the owner operators of the CHEAP shops have, so it is necessary for a successful sign artist to be and stay in favor of the customer through service ( which is No,1 ) the ability to make your sale honestly including a mini shop tour ( helps to explain the steps and brings interest to how your shop functions ) if needed and giving of yourself to show real interest in their needs. The cheap shops use these methods and have weekly meetings with their entry level staff to burn these ideas into their heads.
At my shop, in the old days... I had ass kickin' samples all over the place. If an old customer left the scene, I would take the sign I made in the past and hang it in the shop somwhere as a keepsake and reminder to myself how well that job was done. Anyway, I'm retired now but I do still have the gift and sometimes use it to sell for a friend.
Lastly, I will mention that I always kept a photo file on the wall that a customer could see of stuff that my competition did. If asked for a low price, I would show them the kind of product I did not do.
Go figure......
Posted by Monte Jumper (Member # 1106) on :
For the most part Ken I agree with what you have to say...
One way I re-generate is by gtting to as many Letterhead Meets as i can...it "brings me back" sometimes for a short time sometimes for a long time.
I've never and I mean never been to a "negative meet" and I recommend this therapy to any and all that visit here.
One thing that HAS gotten better (as I like to call them) "the ME NOW GENERATION" is they all suffer from the "McDonald's syndrome" meaning... "we have your hambuger ready...but...you can't have it til you give me the money".
Yes, now more than at any other time people are more inclined to give you the money at time of recieving their goods.
So take heed people take advantage of that"new attitude" and "GeT THE MONEY" It goes a long ways toward keeping a positive attitude.
"werks fer me ...it'll werk fer erveryone"
Posted by PKing (Member # 337) on :
THANKS I have "printed" this one out for my nephew/apprentice to review for the betterment of the company as a whole.
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