posted
Sorry for this long post, but consider it therapy.
On another thread, there is a resurfacing of Avery problems. This is NOT an Avery bashing topic here. I need to share this information, mainly to try to un-burden myself.
Here is an example of the PERSONAL effects this is having on me, my wife, my family, and my business:
My only experience, so far, with bad vinyl has just recently surfaced. About four weeks ago, a customer brings his truck back to me. His vehicle has some peeling/shrinking vinyl. I looked at the truck, acknowledged the problem and told him I would be replacing it at no charge... No Problem - Sorry for the inconvenience, I'll fit you into the schedule - It was an industry-wide failure of the vinyl...
I mentioned that it was not going to get much worse very quickly, and it was still readable. I was leaving for vacation in a few days - call me a few days after we return and schedule a reletter. He seemed fine with that. He'll stop by...
THEN ALL HELL BREAKS LOOSE! He never called to schedule - I'm in "recover from vacation" mode - haven't thought to call him yet. He calls me about a week and a half ago. EVERYBODY is commenting on his peeling letters -if I don't do something about it, he'll let "everyone" know about me. He can't figure out a time convenient for him to bring the truck in. He calls and leaves a few nasty messages - even calls at 2am! So, next time he calls (doesn't even give me a chance to call back) I scheduled it for him - bring the truck in on Tuesday 8:30, leave it 'til 5:30, I'll work on it in the garage. He said "Fine".
SO, this past Monday, he calls and cancels the appointment - wants to do it on Saturday - can't be without his truck... Debi explains to him that we have Mon-Fri hours, Sat by appointment is for consulting only. This began a rant and rave from him, Debi trying her best to accomodate him - THEN few choice words from him and Debi hangs up. A few calls later and I answer the phone. He doesn't want to TALK to my wife anymore - he begins to lay into ME. Now, most of you don't know me personally, but I have a pretty high tolerance and a good demeanor. I would not take his bait. I consistently tried to explain the situation to him, but the more I explained the thicker he got. To placate him I finally offered to letter it on a Saturday but... I explain that I'll be out of town this Sat. He EXPLODES! Every wrong that's ever befallen him comes spewing out of his mouth (I evidently, am the cause for all of this.) I should have never taken the first vacation when his truck needed lettering, now I'm taking another. He's never had bad truck lettering before. Someone busted his car windows - someone hit his wife's car - he doesn't want to have his truck lettered in our garage where someone could hit it - his wife's truck is peeling too - I want a full refund for both trucks - I'm calling the Magistrate - you don't even answer the phone at your home shop anymore (evidently referring to the 2am call) - I'm calling another shop to do the work and I'm going to bill you for it!!! I tell him to figure out what he wants to do - end of call.
He calls back. When can I do it? I said the best I can do is the following Saturday. Okay, let's schedule it. Done.
Or is it?
Now what? I have prepared a "Graphics Removal Agreement" that I will require him to sign. It explains the "minor" scratches or abrasions that may occur during the removal process. Hell, I really don't believe he can read, so this will REALLY send him over the deep end.
I'm afraid to even TOUCH his vehicle now. I'm seriously concerned for my safety and that of my family. I'm a wreck.
ALL BECAUSE OF BAD VINYL. I would NEVER have had to deal with this otherwise. Oh, but Joy, Joy! I'll get a free replacement roll and a couple of bucks!
-------------------- Gene Golden Gettysburg Signs Gettysburg PA 17325 717-334-0200 genegolden@gettysburgsigns.com
"Art is knowing when to stop." Posts: 1578 | From: Gettysburg, PA | Registered: Jun 2003
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Gene, wow this sounds gruelling! This is kind of going on with us now, but its FDC, and its on a Dare vehicle, so the sheriff's dept. is probably looking at us. We replaced the vinyl 2 months ago,(it had been on 6 mths)and have to do it again after 2 months! It was an opaque red with the white behind it, and the red peeled right off leaving the white backing. It was on 2 vehicles, which was a discount for them to begin with...FDC paid 1/2 the labor and replaced the vinyl...but this isnt evident when the vehicles are driving around town with peeling vinyl and our name on it! Lucky for us the guys have been very understanding and not irate like your customer. I beleive most would understand...you just are dealing with a very immature, hot head. We also have a shop at home...and that could also be a problem, since the nuts know where you live! I had a sub sign guy threaten us after he decided to finish half the job and then raise his price. I am sure some other factors were involved, and it wasnt being HIGH on the ladder, if you get my drift! So hang in there, and for anyone reading this...if they have had any problems with FDC(which I heard could be made from Avery at times), please vent...dont know what to replace this with. Its on a black truck, hood of course, and our summers have been over 100 degrees for weeks! I just ordered Avery for it, and now I'm leary. tom & Kat
-------------------- Tom & Kathy Durham House Springs, MO Posts: 654 | From: House Springs, MO | Registered: Apr 1999
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Hiya Gene, I hate to say it, but bypass the graphics removal agreement and just gir-r-dun. I feel that if you "qualify" or set conditions on the removal and relettering, he's just going to snap again. Just make sure you have plenty of rapid remover and lil' chizlers on hand.
Did you contact Harbor about hte vinyl yet?
Good luck,
Checkers
-------------------- a.k.a. Brian Born www.CheckersCustom.com Harrisburg, Pa Work Smart, Play Hard Posts: 3775 | From: Harrisburg, Pa. U.S.A. | Registered: Nov 1998
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Gene, I feel for you. That is just plain NASTY!!!! And this guy called you at 2 am? I truly would be writing all of this down incase he DOES try to take you to the magistrate. It will make him look like the nut he IS!
And who would call you at 2 am, unless he is a drunk, or something? That is typical of a drunk mean person, to call at all hours & blast at you for things.
You also mentioned his wife's car hit, & windows being busted out. This tells me that this man is probably reaping what he has sown in other people!
I think I am grateful that I was NOT real busy when this new batch (or old) of Avery was distributed. I am a very small shop.
Maybe you ought to send to Avery what you have just posted for us to read. Maybe they need to know that it goes much deeper than "just a bad batch of vinyl... pay a few bucks & send them a new roll"
-------------------- The Word in Signs Bobbie Rochow Jamestown, PA 16134
724-927-6471
thewordinsigns@alltel.net Posts: 3485 | From: Jamestown, PA 16134 | Registered: Oct 2002
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... mabey you ought'a just give him the full monetary refund and let him figure out what to do.
Bet'cha the full refund amount he'd wander away grumbling a little and never fix the vinyl.
Now to be serious:
I've seen people 'go off' like that too. They automatically assume and get very paranoid thinking all of your politeness, and promising to do what's right and your previously planned schedule is REALLY a manipulative way to dodge the entire deal in your hopes they will give up and forget about it.
Once they get that paranoid-victimized mindset, it's virtually impossible to convince them otherwise. This is how some people cope with bad circumstances that befall all of us. They keep score of all the times things happen to them and create a pattern in their minds.
Gene, if you still wanna try to go the miles with this guy, there is a way you can be the great guy you are, be the businessman, save your peace-of-mind, and show this guy that, this time, his bum-rap is gonna be different:
Offer him something not so much like an 'agreement' especially one that threatens the possiblity of further damage. He's already shown he's not agreeing to anything. Trying to make him sign such an 'agreement' would be like throwing gas on a fire.
Just a simple written contract detailing the specifics of this situation, and that you WILL repair the work within, or by a certain date, like within the next 90 days or whatever time frame seems acceptable to you, complete with YOUR signature. Have it notarized by notary. A very simple, very cheap, objective 3rd party witness.
It might be as easy as writing this up just like a regular job contract, specifying exactly what you are doing and why, with, of course, a zero amount due. IF this guy decides to go to court or attempts to ruin your reputation, you'd always have a copy to clarify the facts.
Don't try to make him sign it, but just show it to him, explain it and hand him a copy and tell him he will be recieving another copy in the mail. Send a notarized copy to him via the certified-mail which must be signed for and attach that mail reciept to your copy. (PO cost about $2)
My quote-contracts have a place I can write a date in for how long the offer is good, By putting a date, and stating specifics, you'd be putting part of the responsibility on him to work with you on scheduling, instead of him feeling as if he has no resposiblity to do anything as an innocent vicitim to whom you owe everything.
At any rate, having something in writing & notarized should satisfy him that you're truly sincere about the repair, and clarify stipulations and facts surrounding the situation.
I know it seems ridiculous to have to 'baby' someone this way, but a lot of people are like this. We only see their surface-personality in most business dealings. It's situations like this that reveal what a person is really like.
posted
My goodness Gene!! Sometimes you just can't please a person no matter how hard you try. If you had done it before the vacation there probably would have been another problem, just not this one. Sometimes you just can't win. Try to find some 3M spray-on vinyl decal and bumper sticker remover. I also have another brand that is pretty good. They sell it at auto parts places. You know this creatin is going to be looking for any problem so if you bring up scratching his vehicle he may just go nuts again. Use the chemical method rather than the physical method of removing the vinyl, then you can remove the adhesive and not worry about damaging his paint and I'm sure he would then want you to pay for his new paint job.
-------------------- Ricky Jackson Signs Now 614 Russell Parkway Warner Robins, GA (478) 923-7722 signpimp50@hotmail.com
"If I have seen further it is by standing on the shoulders of giants." Sir Issac Newton Posts: 3528 | From: Warner Robins, GA | Registered: Oct 2004
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You are dealing with a fool. As difficult as it may (I've been there) just do what you can for him and recommend that in the future he find someone else to letter his truck.
posted
Sorry to here about that Gene. Some people can never be please. Just fix and go on.
Definitely use the Heat gun and Chemical method.. I can't recommend Rapid Remover Enough. This stuff is unbelievable on removing the glue after the vinyl is off and will not leave any marks.
Tom. I was talking to my distributor a few months ago about the FDC Vinyl. FDC makes Their own intermediate vinyl but all the HP is Repackaged Avery. The FDC weeds like a dream but shrinks way to fast so we switched all our vinyl over to Arlon and 3m ONLY and have been very Very Pleased with both. The few dollars saved for the "Budget" Vinyl is just not worth the risk to reputation and sanity
posted
Thanks Everyone, At this point, we are offering him money ($40 for partial remove) to remove the vinyl himself, that way we will not be responsible for that critical part . If he removes ALL of it, we are offering his money back on the whole job ($75 for removal PLUS $285 for the refund). He is still receiving advertising for the lettering that is on the truck, it is NOT a total peel.
I have serious concerns about his mental health, and it just figures that this is the first returning vinyl job I'll have to deal with.
As some have mentioned, "just do it and move on...", there is the first hurdle of removing this vinyl delicately enough to satisfy THIS customer. I am EXTREMELY good at removing vinyl, and in normal circumstances there would not be an issue. But, as you can see, these are not normal circumstances. Just touching his truck is a scary thought.
You can be assured that I WILL thoroughly document every square inch of his truck with photos before I ever touch it though, just to cover my butt.
I even asked my insurance company about incidental damages that he might accuse me of. Another reason to document!
-------------------- Gene Golden Gettysburg Signs Gettysburg PA 17325 717-334-0200 genegolden@gettysburgsigns.com
"Art is knowing when to stop." Posts: 1578 | From: Gettysburg, PA | Registered: Jun 2003
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how come my fdc(i get this when gerber 3m doesn't come in 24") says 3m all over the liner??? i thought i was buying 3m...its hp too. my suppliers says its 3m? ok now i'm confused..again...
-------------------- Karyn Bush Simply Not Ordinary, LLC Bartlett, NH 603-383-9955 www.snosigns.com info@snosigns.com Posts: 3516 | From: Bartlett, NH USA | Registered: Jan 2001
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1... Document every discussion with this guy. What hesaid, what you said. Dates things were agreed to.
2... Take digital, date-stamped pics of every blemish on this guy's vehicle before you start.
-------------------- Jon Aston MARKETING PARTNERS "Strategy, Marketing and Business Development" Tel 705-719-9209 Posts: 1724 | From: Barrie, ON, CANADA | Registered: Sep 2000
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Ok Karen Just talked to my Supplier again.. The reason all my HP says Avery is I order a lot of metallics and all those are the Avery.. I Just checked my roll of Black HP and it is 3M. Tells you how much I pay attention what it says on the Liner. So I guess I really didn't change that much on my Vinyl after all. Mainly just my Itermediate changed as all that is Arlon. Sorry for the confusion and I'll Shut up now.
posted
It's not uncommon for some vinyl "converters" - who aren't really manufacturers - to relabel different mfg's brands of vinyl in their offerings....some colors might be Avery, some 3M, etc.
Mike is dead on in my opinion....
and I do agree to NOT make him sign the scratch agreement. I never heard of such a thing anyway...but you're just asking for more trouble with this guy.
If you see a little scratch...buff it out before reapplying.
Oh, and keep a loaded pocket pistol on you just in case .... (and you think i'm kidding?!....you said you fear for your safety.)
-------------------- Todd Gill Outside The Lines Potterville, MI Posts: 7792 | From: Potterville, MI | Registered: Dec 2001
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Shoot man, let the dude run around town spewing his rumors. If people are smashing his windows he's already got a reputation for being an idiot.
1 out of 10 customers ranting like a lunatic is a good percentage - they're the ones you'll NEVER please, even if you refunded his money and gave him more on top of it there's nothing you can do to put a smile on his face.
He's gonna go squawkin' around town anyway, may as well give him a good reason.
People like him are really cowards, Gene. They gotta get all cracked-out over nothing (it's just a stupid truck, right?) because they don't have any other way to deal with the situation. If you had turned the tables on him and taken the aggressive role, he most likely would have backed down once he realized he wasn't gonna push you around. If not, well that's what police are for.
-------------------- "If I share all my wisdom I won't have any left for myself."
Mike Pipes stickerpimp.com Lake Havasu, AZ mike@stickerpimp.com Posts: 8746 | From: Lake Havasu, AZ USA | Registered: Jun 2000
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NOTHING is worth your mental health. YOU have to choose not to let this create anguish for you personally.
And I echo what Mike said. Nobody likes to listen some knucklehead like this bad mouth someone....more than likely it is in one ear and out the other....
If I were you, I'd reletter it, but I would not GIVE him one thin dime. You give a guy like that money, he'll find something ELSE you owe him for.
Your work speaks for itself. Obviously you are established and have a lot of quality work out there in the public eye. To put things in perspective, this guy is little more than a mosquito on an elephant...an itchy irritation at most, that will go away quickly.
slightly more than 2 cents, but oh well.
Keep hammerin' Gene! You just do what's right for your family and HANG the rest of it!
-------------------- Gavin Chachere Plotter in the garage,New Orleans La.
"Sgts Shugart and Gordon again request permission to rope down to crash site two" Posts: 1223 | From: new orleans.la. | Registered: Mar 2000
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That woulda ****ed me off. Just like goin to micky D's , have them give you a screwed up order and them telling you to wait in line again..
Anyway, I would have told the dude,, I'll do it tonight,, I stay over and do one side tonight and the other side tomorrow night, that way you don't have to lose any work time.. nor hang around for hours..,,..
How long would it take to do a 250 bux job? 3 hours? The design work is already done,, just cut it and apply it..
Then he would'a never got indignant and feeling he got screwed, by some guy who did the job, who then tells him he's going on vacation or doesnt work weekends.. which makes him feel like his truck or hsi work time is no big deal..
-------------------- Leaper of Tall buildings.. If you find my posts divisive or otherwise snarky please ignore them. If you do not know how then PM me about it and I will demonstrate. Posts: 5274 | From: Im a nowhere man | Registered: Jul 2001
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Okay Gene, this is not a personal attack but when I look at this deal from his perspective I can see his point.
Sure, he's a loud mouthed, frustrated asshole. The more he's getting put off the more frustrated he gets. The more frustrated he gets the more bizarre the behavior.
You said he left you messages (including one at 2:00 am) that you didn't return because you were still in "vacation mode"? From his perspective you were avoiding him and his problem, getting him more frustrated. You're then telling him you need another whole day to redo a $285 lettering job? All he's hearing is that he lost a day of work, and income, when he hired you to letter it the first time. Now you expect him to do the same thing again while you fix it, making your problem into his problem.
When you finally agree to do it after hours the first thing you do is put him off again.
Honestly Gene, I would have been going nuts with you too. Staying a couple of hours late one day to fix it would have kept him happy, kept his check in your account, and left everybody with no hard feelings.
-------------------- Pat Whatley Montgomery, AL (334) 262-7446 office (334) 324-8465 cell Posts: 1306 | From: Wetumpka, AL USA | Registered: Mar 2001
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posted
Replace the bad vinyl as you would do for any other customer but do it on your terms. Do not offer this idiot anything more or less including working on a saturday. his bark is meaner than his bite. he is a local Bully type that thinks he can get a rise out of you. Everyone else in town knows already he is the fool. He proved it to you by the way he dealt with it. His momma shoulda told him the he could get more with honey than vinegar.
Forget the signed agreement its only an invitation for this guy to get out the microscope and try to find other things to bitch about, and trust me he will find something.
Also I hope that you have been documenting all discussions with this guy from the time he notified you of the problem including the time of day he called and what he said, verbatim if possible. Also you hopefully kept track of how you offered to resolve this idiots problem by working it into your work schedule. The fact that you have a vacation scheduled shouldnt be an issue if you were to go to court, the most important thing the judge would look at is that you offered to resolve this fools problem within a reasonable time during reasonable work hours. If you offered to performthis repair after normal work hours or on a non work day, then you went over and above. Giving up YOUR vacation for this guy is totally unacceptable.
Good Luck Gene.
PS: to those who dont know it, there are many vinyl "Converters" out there. There is Avery in use by many other vendors and you may never know it. I wouldnt be surprised if the vinyl with Avery's name on it is made by someone else that we know of, and the only reason you know about the Avery problem is because they sell more than most of the other manufacturers.
-------------------- Harris Kohen K-Man Pinstriping and Graphix Trenton, NJ "Showing the world that even I can strategically place the pigment where its got to go." Posts: 1739 | From: Trenton, NJ, USA | Registered: Jun 2001
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Quote ".if they have had any problems with FDC(which I heard could be made from Avery at times), please vent...dont know what to replace this with...."
FDC is not a vinyl manufacturer. They are a cutting, repackage center. They get huge vinyl rolls in from the main manufactures, cut it, punch it and pack it in their box.
If vinyl fails, its not FDC's fault. If its punched wrong, or cut weird, then its their fault.
[ August 18, 2005, 05:32 AM: Message edited by: Dave Draper ]
posted
Gene, I had a woman like that in the 1980s who was a real lunatic. I repainted & striped a small horse drawn carriage for her, and did it for an 'economical price' (not a 'cheap job' though). She came to collect it when I was out- I knew & left an invoice with it. She left no money. She used it a week later at a horse show, and it was pouring with rain & the arena was sandy, and the step treads where you stand to climb in had their paint abraided off as she got in. Everything else held up perfectly. For the next several weeks she behaved just like your customer, but worse. Just swap he for she & that was what I had to endure, with an apologetic smile. None of it was my fault whatsoever, but she demanded that I travel to her new place (2 hrs drive each way) and 'fix' the damage- now she had the carriage LOCKED inside a horse truck to I had to climb over the top to get in to do anything, & climb out again, then before she gave me a cheque for 1/4 of the invoice amount, she had me sign an agreement that I was accepting this piddly amount as full consideration for the job.
I should have told her where to go, but I was in need of money, had already completed the job twice now, and was expecting the full amount- so I suddenly had an option of 1/4 or zero. I took it & ran.
Three years later I saw the vehicle and it was as good as the day I painted it- actually I judged it at a horse show, and I did not use my justified prejudice to mark her down, sadly...
I've had three similar customers in 20 years, and have learnt to see them coming... and you will NOT be able to please them, regardless of what you do.
Except for wanting to save your own name, the best solution is a big distance between you both.
Good luck. They're not good for your health!
-------------------- "Stewey" on chat
"...there are no limits when you aim for perfection..." Jonathan Livingston Seagull Posts: 7014 | From: Highgrove via Toowoomba, Queensland, Australia | Registered: Dec 2002
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posted
I'm listening to all of this. I really appreciate all of the input. Of course, in the end I will have to pick and chose WHICH information fits this situation best.
As far as this guy's attitude, I never saw it coming. I have seen him many times over the months. He seems to ba a hard worker, a go-getter. I have recommended him to people because I saw him as a good guy. When he brought the truck to me a few weeks ago, he was understanding and jovial. He knew he had to schedule with me. There was NO sense of urgency at all in our first discussion. He was visibly happy that there was never any question AT ALL about us replacing the job. I could see that he was poised to argue that he shouldn't have to pay for a re-letter, as most of us would be. All of that was de-fused when I accepted responsibility, and he was a happy camper.
At the beginning he wasn't demanding anything, not at all combative. We didn't make the appointment to bring the truck in, because of his "hectic" schedule. Whatever day he chose, we would work around our schedule. WE never rescheduled or denied him anything. HE couldn't work it into HIS schedule. When I finally said to bring it in on Tuesday, he agreed.
Then he either went OFF or ON his medication, and here we sit typing about it today.
Thanks guys, this gives me oppotunities to think this out in detail.
-------------------- Gene Golden Gettysburg Signs Gettysburg PA 17325 717-334-0200 genegolden@gettysburgsigns.com
"Art is knowing when to stop." Posts: 1578 | From: Gettysburg, PA | Registered: Jun 2003
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posted
I understand the positions on both sides of this situation.
Unfortunately - this is a situation where a customer has gotten an inferior product. Even though everyone here (including me) realizes that it is not your fault - the customer does not care who is at fault. He only want the product that he paid for.
It is up to us as the retailer/installer to take the heat & make it right.
I would have worked late or on Saturday to get this done. It would make the customer happy & put an end to a bad situation AND I would not want to spend shop hours fixing a job that is not making any more money. If you re-do the job during normal biz hours, you are compounding your losses by not being able to make money on other projects.
Use this situation as a comparison:
You buy a TV at your local electronics store & it breaks down after a day or so.
Would you rather take it into the store & exchange it for a working unit or would you rather send it back to the manufacturer & wait till they send you a new TV?
I would want a new TV - Right Now.
No matter who's fault it is - he paid you for the services & ultimately - you are the one responsible for correcting the mistake to his liking.
This is a big reason why I do not like to sub out jobs. All it takes is for my supplier to screw something up & my profits (and sanity) go out the door. Even tho the supplier will prob re-run the job, I still have to explain to my customer why the job is taking twice as long & I'll have to compinsate him.
Bottom line is the customer is not handling the situation in a professional manner, but it seems that he does have reason to be upset.
Good luck with the resolution. Hopefully, we can get better quality materials so this does not happen again.
Mike
[ August 18, 2005, 01:25 PM: Message edited by: Mike Stowe ]
-------------------- Mike Stowe Signs Unlimited Mishawaka, IN info@pwcgraphics.com Posts: 208 | From: Mishawaka, Indiana USA | Registered: Nov 1998
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I returned from Jill's meet, and this morning this customer from hell had his wife come in with HER truck. The vinyl is also failing.
We had given them a few options, one of which was to have them remove ALL of the vinyl THEMSELVES and I would reimburse them $75 per truck PLUS the original price I charged them for the jobs. They chose this option, and I will NEVER be any happier to return someone's money than this.
Once it's over, I'll let them know that I will not allow this design to be used on their truck by any other sign maker, since it is copyrighted by me - and they LOVED the design.
I will also go as far as to warn all of the local shops about this couple and the grief they have given me. The good thing about this event is that it has opened a dailog with one of my competitors whom I have had a less-than-genial relationship with since I moved here 3 years ago.
Thanks all for the support, this is "almost" over.
-------------------- Gene Golden Gettysburg Signs Gettysburg PA 17325 717-334-0200 genegolden@gettysburgsigns.com
"Art is knowing when to stop." Posts: 1578 | From: Gettysburg, PA | Registered: Jun 2003
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-------------------- Leaper of Tall buildings.. If you find my posts divisive or otherwise snarky please ignore them. If you do not know how then PM me about it and I will demonstrate. Posts: 5274 | From: Im a nowhere man | Registered: Jul 2001
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posted
Gene, I hope this mess is finally resolved. You're a hell of a guy, and this customer seems like a supreme jagoff. I'm also glad that you are getting to know your local sign shops. When we all look out for each other, everything seems to go better. Don't take no crap. We can always send my nephew Barry after him! (the overall-clad guy at the Jamboree) Love....jill
Posts: 8834 | From: Butler, PA, USA | Registered: Jan 2001
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Gene, you were such a great friendly guy at the meet, I hate to hear you had to do all that. It angers me to think a nasty person messed with you so bad.
Don't worry, what goes around comes around, right?
-------------------- The Word in Signs Bobbie Rochow Jamestown, PA 16134
724-927-6471
thewordinsigns@alltel.net Posts: 3485 | From: Jamestown, PA 16134 | Registered: Oct 2002
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I concur... send Barry to deliver the refund...
Gene, you are an cool dude who certainly didn't deserve this grief. I am glad you are getting this resolved.
-------------------- Bruce Bowers
DrCAS Custom Lettering and Design Saint Cloud, Minnesota
"Things work out best for the people who make the best of the way things work out." - Art Linkletter Posts: 6451 | From: Saint Cloud, Minnesota | Registered: Jun 1999
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What some people don't realize in this avery fiasco is that a lot of people won't go back to the signshop that did the job initially if it fails. Instead they badmouth the shop to everyone they know & go elsewhere. Really irritates me when some people say "well, it's not your fault the material failed". Right it isn't but in a lot of the customer's eyes, it is.
Although, in this case I'll bet you wish he did go somewhere else.
-------------------- Chris Welker Wildfire Signs Indiana, Pa Posts: 4254 | From: Indiana, PA | Registered: Mar 2001
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Gene, I think you're handling it well. I'd would have offered to fix it at any time it was convienent for the customer. We always stand behind our work, even if the customer is an a**hole.
In the course of a year we letter about 300 hundred trucks. So we're bound to have problems with something, be it shrinking letters or the occasional delaminating reflective . We try our best to minimize them by using only HP vinyl, usually Oracal 751/851. But every once in a while something goes wrong and we bend over backward to fix it. Fixing it during the normal work day at no charge is just one of the costs of doing business, no need to stay late because we're "off the clock".
I honestly think the reason we've successful in this business is because we always have stood behind our work 100% and that creates great word of mouth advertising and an enormous amount of repeat business. In our shop Rule number 1 is "The customer is always right" Rule #2 is "If the customer is wrong, reread rule number 1". In the long run it has worked great for us and the few times we had to do a job over they more than paid for themselves in goodwill and happy customers.
Like Ian said, the best thing you can do is try to weed out the trouble customers before you get involved with them. After 30 years , I can usually see them coming and you have to know when to say "NO".
Fix this one and move on to the next.
-------------------- Lou Pascuzzi www.economysigns.com Fine Hand Lettering since 1973 Danbury, Ct 203-748-4580 "IOAFS" Posts: 341 | From: Danbury, Ct | Registered: Feb 2000
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posted
the bad eggs suaally weed themselves out first anyway. Its good to let a potential customer or a bad one disqualify themselves.
-------------------- Leaper of Tall buildings.. If you find my posts divisive or otherwise snarky please ignore them. If you do not know how then PM me about it and I will demonstrate. Posts: 5274 | From: Im a nowhere man | Registered: Jul 2001
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