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I have yellow page adds that generate 6 to 8 calls a day. Most just ask "How Much".etc. When someone calls for a quote for a 4'x4' real estate sign (yuck). I tell them $225. . . .OK, they got live person to give them a price, now they want to send me a fax with the copy so I can do a layout so they can see what it's going to look like. Now here's where the dilemna begins. . . . .how do you tell customers that this is where the work starts and you need a deposit. I take credit cards, but still, it sounds tacky to ask for money over the phone.
How do you handle this?
Confused and Bewildered
-------------------- John Arnott El Cajon CA 619 596-9989 signgraphics1@aol.com http://www.signgraphics1.com Posts: 1443 | From: El Cajon CA usa | Registered: Dec 1998
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John, Just politely state, "This is where the work begins" and ask for their credit card number. Tell them that you require a deposit before you can begin work. They will either put up or shut up! This is precisely why I don't have a yellow-pages ad. And if you're ever out on Oak Creek Road, say hey to my cousin Lori Bledsoe! Maybe it was her calling. Love...Jill
-------------------- That is like a Mr. Potato Head with all the pieces in the wrong place. -Russ McMullin Posts: 8834 | From: Butler, PA, USA | Registered: Jan 2001
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I'd say something like this: "come on down, see some material samples or portfolio pics, look at some color chip charts & lets see what you want on that sign & any ideas on how you want it to look. I'll be able to do some quick pencil sketchs & that is usually sufficient to re-assure my clients of my capabilities enough to make a 50% deposit. At that point I will be creating scale color drawings as part of the steps required to complete the sign, & I will also offer to make these available for final approval, or to discuss revisions."
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Hey John . . . . what's tackier . . . .telling the customer on the phone that a deposit is required for work to begin, or the customer asking you to do work without fronting a deposit??. . . lol
I really like Doug's reply. . . . so tactful and dimplomatic, plus it get's the customer to you.
I like to do these things in person too, so I can hand them their portion of the contract and recieve my down-payment right then. . .
this makes everyone involved warm and fuzzy . . . . . . .
PS: GEE WHIZ JOHN!! I have been derelict in my reading responsibilities . . . please forgive me!! I realize you were talking about "yellow-page-tire-kickers" . . . . eeeeeuuuuuuuwwwww YUK is right . . . .handle these customers curtly and abruptly . . . .lol, just kiddin'.
Seriously, figure out how much of your work you actually get directly from the ad, including the time spent/wasted on the phone with the "price-pickers" and the 'YUK' (your own word) jobs you get from it . . . how much actual money has this expensive yellow-ad profited you?
If you are only breaking even with YUK jobs consider dropping the ad and going on word of mouth and repeats . . . . . .
After years of letting these yellow page price shoppers badger me into giving free designs, I've developed a script that I force myself to stick to:
"4x4's? They are in the $200 - $250 range. Our terms are 50% deposit to begin work and balance due upon completion."
"Can you make me a sketch"
"Of course we'll do a design for your approval. That's part of the job and it's included in the price. If it's not convenient for you to come to the shop in person, just be sure to include your fax or email number when you mail me your deposit check and the copy for the sign."
I wish that I had come up with this snappy answer 30 years ago. I can feel my blood pressure rise just thinking about all the hours I wasted on those jerks.
-------------------- Jack Leyden Jack's Signage 1330 "H" East St. Andrew Place Santa Ana,CA 92705 Posts: 22 | From: Santa Ana,CA | Registered: Nov 2001
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I don't give quotes over the phone. Every sign is different. I wouldn't use a plumber or electrician who quoted work without seeing the size of the job...
-------------------- Terry Baird Baird Signs 3484 West Lake Rd. Canandaigua, NY 14424 Posts: 790 | From: Canandaigua, New York | Registered: Dec 2002
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AH, it is great to see you are at the stage of incorporating the "distant bastard".
The "Distant Bastard" will be your one and only friend in business. He may be disguised as "Our Policy is" or "my Partner requires".
in a situation as you described, I would clearly state to a potential client that "our policy requires a 50% deposit prior to any work being started. This ensures our customers are getting the attention required for their designs needs. When the sign is ready our policy is to have the sign paid in full before delivery."
If this causes a road block for you, take it as a red flag and move on they will probably balk on pricing any how.
Don't be afraid to stand your ground from the beginning. This initial stage sets the course for the entire transaction so you may as well start it on the right foot.
I am new to the sign world but have 15 years in negotiating automotive sales and training sales consultants in many fields and you are not alone, people tend to feel mean or scared to ask for money. You work hard, you do great work, you have money invested in equipment and materials let alone the time spent learning this vocation. Don't be ashamed of what you are doing but move in the other direction and be very proud and carry an ere of confidence about you even when on the phone, it will ease the client and they will not think twice about your "policy".
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I see you have a website. If they're unsure of the quality of your work, send them there to look at your portfolio. If they're truly interested in having you do the job, they'll call back. If they just want cheap, they'll go somewhere else.
-------------------- Tim Whitcher Adrian, MI Posts: 1546 | From: Adrian, MI | Registered: Mar 1999
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I agree with the concept that the meter starts running when you begin the design process, much like Jack and Dale. If they are unwilling to pay up front then there wil be difficulties with the final collection. You don't have to audition for the customer with his layout. John, I know you understand all this, it is just frustrating to continue to have to determine which are price shoppers and which are budget setting.
-------------------- Kent Smith Smith Sign Studio P.O.Box 2385, Estes Park, CO 80517-2385 kent@smithsignstudio.com Posts: 1025 | From: Estes Park, CO | Registered: Nov 1998
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The way I look at it, They call offering to pay you for your services, They have choices, one of witch is doing it themselves. Just my 2 cents! Danny
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thanks John, I also have a problem with that. As a matter of fact, that is the exact reason I started taking credit cards. I also have a problem with enforcing the minimum $$ charge. It's a tough one. By June 1st I will be in my new location (still renting) but it is off the beaten path and I am in hopes that I won't have the "window shoppers" that are waiting for their car interior to be fixed or for their lunch date...... A couple years ago I improved a female's logo to better fit a building requirement sign shape/size. I gave her the price and I stamped on the drawing that the design/layout belonged to Carter's Sign Shop until written permission. She said ok, and signed. A little while later she came back and before my Mom or myself could get to the front of the shop, she took the signed drawing off the desk and ripped it to shreds- ran oput the door with it. Another sign shop down the road made her sign. I spent alot of time on the redesign. I know, I shouldn't leave important papers in the open. I was obsessed with that for a very long time. Just a couple months ago I threw everything away concerning that job. I had a "police file". I felt as if she had stole from me. The police said she didn't. I never consulted an attorney. I'm straying- I am trying to find the discipline within myself to do these things, but I'm weak ? I believe that being here is going to help me. Tremendously.
-------------------- Share-in Y Reardon Carter's sign shop, inc. 2365 Francis Av., Naples, FL Posts: 29 | From: naples,fl,usa | Registered: Apr 2000
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John, What if you could diect them to a page n your website that had three samples of a sign with the same copy. One a real basic, one with some nice design, and one with some bells and whistles. Ask them which category they wish? From there you could tell them that you're competant to do this and a deposit turns it into a job abd spending time faxing drawings and comments back and forth only brings up the price. Ask them "Do you have confidance in my abilities from what you see on my web page and yellow page ad?" Regards to Nita.
-------------------- The SignShop Mendocino, California
Making the simple complicated is commonplace; making the complicated simple, awesomely simple, that's creativity. — Charles Mingus Posts: 6724 | From: Mendocino, CA. USA | Registered: Nov 1998
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![[Wink]](wink.gif)
Maybe it was her calling.
![[FYI]](graemlins/fyi.gif)
I have been derelict in my reading responsibilities . . . please forgive me!! 
![[Thanks]](graemlins/thanks.gif)
I believe that being here is going to help me. Tremendously. 
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