I got a call yesterday from a long time good customer, Now in good I say his jobs are creative, priced right and he pays on time.
it seems that the last truck I lettered for him has had some paint...yes I said paint, come off the door, This job is hand painted and airbrushed on enamel receptive vinyl and then applied to the door. he said that in one spot the paint and vinyl has dissapeared ( small spot) and 2 other spots the paint is "wrinkled" ( that was not that way when the job was applied. )
Now it is not my system as applied, I have tried and tested all methods and the current one I use is rock solid. This is one error out of many many successes
Not to say that something might have went wrong in the painting process that was unforseen. At this point I will end here and see how you would attack this problem. Knowing this, its not the method in which it was applied, nor the materials, take that out of the equation.
Also I will add this customer usually spends about $800-$1000 per truck in lettering and striping and already this year I have had 6 or 7 trucks. I also do all his heavy equipment as well.
I have already handled this successfully and confidentally, I'm not looking for someone to solve this for me, just interested how would others handle this, and why?
[ August 08, 2003, 12:43 PM: Message edited by: Bob Rochon ]
Posted by Steve Aycock (Member # 3612) on :
Based on his loyalty to your company it sounds as if you need to go ahead and do whats necessary to make the man happy. Can it be "repaired" or does it have to be done over ?
Steve
Posted by Checkers (Member # 63) on :
No Brainer Bob. I would say, "bring the truck right down to see what I can do to fix it". Worry about the details later. If the client was neglegent, explain what he did wrong and inform him that there will be a charge next time. If it's your fault, figure out what you did wrong & don't do it again.
Havin' fun,
Checkers
Posted by pierre (Member # 1462) on :
Loyalty or not, its your baby, Bobert. Handleithandleithandleit.
heh....
k31
Posted by Si Allen (Member # 420) on :
Gotta agree with the rest....tell him to bring it down to see what you can do to make it right!
Doesn't matter if all your processes are rock solid....remember....there is a reason that they put erasers on pencils!
Good, prompt paying customers deserve to be kept happy!
[ August 08, 2003, 01:14 PM: Message edited by: Si Allen ]
Posted by Mike Pipes (Member # 1573) on :
Fix it, plain and simple.
If it's his fault (cause he powerwashed it or something) find a smooth way to tell him that fact, but you'll take care of him this time.
The cost of a freebie repair is nothing to keep him happy coming back to you.
Then provide 'em with a sheet of care instructions so they actually know how to take care of their lettering/graphics.
Service!
Posted by Glenn Taylor (Member # 162) on :
Yep. Customers like him are uncommon.
Do what you can to make him happy. I would.
Posted by William DeBekker (Member # 3848) on :
Bring it in and we'll get fixed right away.
Posted by Fred Floyd (Member # 2251) on :
Well here it is in a nutshell. Doing what it takes to keep a good customer is one hell of a lot less than what it will take to generate another customer and nurse him to the state that you have this one. You do whatever is needed within reason. You are the only one that can mentally set this limit. Blessings on you and your choice. Fred
Posted by Bruce Bowers (Member # 892) on :
Bob,
I like Mike Pipe's solution. I especially liked the hand out sheet idea. Very cool!
So, inquiring minds want to know....
Posted by Ray Rheaume (Member # 3794) on :
Tell him to take a hike and give him my number.....
Just Kidding!
Rapid
Posted by Bob Rochon (Member # 30) on :
Well Bruce you asked so here it is.
At first while he was telling me the problem over the phone I was think of who's fault it is and taht I should see it , then imediately I thought ahh just make a new one.
So thats what I told him, No problem, I'll make a brand new one, I'll call when its ready and I'll put it on.
No brainer really, I also told him no need to figure out who's fault it is, I told him he was such a good customer I'd just make him a new one.
I wouldnt repair that one at all, it would be a breeding ground for future problems.
His words to me? Thank you Bob I really apreciate it!
I fealt like I concreted his loyalty just a bit deeper and THAT is the kind of service a customer like that deserves.
And I like Mike's idea of the care sheet as well, I think I'll have to wright one up.
[ August 08, 2003, 06:00 PM: Message edited by: Bob Rochon ]
Posted by Joey Madden (Member # 1192) on :
Bob, you mean you don't have a care card? No vehicle I've ever done since 1979, hasn't had a care card attached to its invoice. Besides that fact, I never make excuses and always stand by my work and will do whatever is necessary at no charge to my customer, unless of course the vehicle was in an accident. Posted by TransLab (Member # 470) on :
Exactly right ...it's much more important to fix the problem than fix the blame.. If you do determine its caused by something the customer did, take the time to educate him about it.
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