posted
I am up here in my shop, after 9 pm, cutting & weeding sandblast mask for a bunch of coonhunting rocks we have ordered to do, & began to think about the customers.
First, I lettered 2 semis this morning, & put a diagonal 4 digit number on his truck hood & he said it was reading backwards. To me, it was not, it was reading left to right. He said to change it (very uptight & business like, mind you!), & being over 1 hour from home, I could not run home & recut, so I actually was able to lift the vinyl & re arrange the things & lay them back down. Now he has his numbers backwards, & BOY do they look backwards, but you know what? He likes them! Oh yea, he is happy as a pea in a peapod.
We get these customers who give us ideas for their rocks. Tacky, tacky, tacky, & they insist this is what they want, we give it to them, & THEY ARE HAPPY! Tonite, for some reason, it became so clear to me that no matter how bad their layout instructions look, this is WHAT THEY LIKE. Who are we to get angry? Frustrated, you bet! But, we do what they tell us, & they pay us.
Then I thought of the 'ol "tire kicker" phrase we all use, when we know a perspective customer is price shopping. Don't we all do this? I suddenly realized that these people have NO IDEA (most of them, anyway) what goes into making signs, or how this pays our bills & puts food in our bellies. How can we get mad at them? (no, I am not talking about the RUDE ones, ok?)I price shop, don't all of you? Do you price shop before you buy an appliance, or a car? Or even small items. You go where you know they are cheaper. Of course, quality is a whole nother subject, I am not going there. But some people have a very fixed budget & HAVE to price shop.
OK, I think those are my thoughts for tonite. I guess I am wondering what some of you think. I guess I also hope I do not get chewed up & spit out, & I hope tomorrow morning Ido not wish I had never posted this topic!
I am sleepy-tired & my thoughts are rambling on and on......
-------------------- The Word in Signs Bobbie Rochow Jamestown, PA 16134
724-927-6471
thewordinsigns@alltel.net Posts: 3485 | From: Jamestown, PA 16134 | Registered: Oct 2002
| IP: Logged |
posted
You know, Bobbie, you're just showing the human side of things, and that's because it's the kind of person you are: Looking at the positive, glass half full, lemons to lemonade.
To be thankful for customers and have the retrospect you have for people is why I am attracted to you as a real sister of the brush. That's from my heart, Bobbie. Stay as good as you are. ps. I am truly thankful for all of my customers, and most of the time, I have to learn how to present myself and my work better to get the better outcome, not blame the customer. It's usually what we dislike about ourselves that we project as a dislike about others. When we cam have peace and humility with ourselves the world looks a lot rosier, doesn't it?
I guess it's about forgiveness.
sincerely, Deb
-------------------- Deb Fowler
"It's kind of fun to do the impossible - Walt Disney (1901-1966) Posts: 5373 | From: Loves Park, Illinois | Registered: Aug 1999
| IP: Logged |
posted
I think you're on the right track Bobbie, but I differ in some areas.
Sometimes I price shop. But I always buy from a customer first if I can.
But you're on the right track as far as where your customers are coming from. I've seen way too many that consider the customer the enemy. Geez, they, like you say, pay your bills & but food in your belly. Without them we'd all be painting for recreation.
A semi retired Lettervillian from Florida has complained about slow business so many times I can't count them. And every single word out of his mouth concerning customers is negative. Gee, I wonder why business was slow?
Many here complain that customers don't know a good sign from a bad one. I consider it my job to educate them, and try to steer them in the right direction. All we can do is try to make them a sign that is going to do the best job for them, but we also have to provide them with what they want to buy. My customers don't always choose my favorite design, but they always leave happy, and I've never had to produce junk to satisfy them either. They always end up saying, "well you're the expert" and end up with something they are happy with, and a sign that I'm not embarrassed to put my name on. When you are genuinely trying to give them an effective product, it will show and you can steer them in the right direction because they'll trust you.
-------------------- Dave Sherby "Sandman" SherWood Sign & Graphic Design Crystal Falls, MI 49920 906-875-6201 sherwoodsign@sbcglobal.net Posts: 5396 | From: Crystal Falls, MI USA | Registered: Apr 1999
| IP: Logged |
posted
Good post- this is stuff we deal with & being positive is much easier to live with! The next 6 days I'll be dealing with the education side of things at the County Fair- and I'm sure it'll travel on! Cat
-------------------- Catharine C. Kennedy CCK Graphics 1511 Route 28 Chatham Center, NY 12184 cck1620@taconic.net "Look at me, Look at me, Look at me now! I't's fun to have fun, But you have to know how!" Posts: 2173 | From: downtown Chatham Center, NY | Registered: Feb 2004
| IP: Logged |
posted
Im a big shopper and a tightwad. BUT I think we should all realize when its time to let go of some jack for what we want. and we have to talk of quality here. Thats what we want them to have.
A sign for a business is important. and when a customer shudders at your $2000.00 sign you designed them over 1 color on coroplast that the other guys quoted...you can sit and educate all you want but around here price is all they hear, in most cases.
I literally lose my patience with the education part although I try. If someone does pick me for their work but do not have the funds SURE You can make 2-3 payments. You know off the bat if someone is serious and trustworthy...well in some cases
I think also age has alot to do with it. Im older and dont put up with junk I did at a younger age: I DO NOT work past 5.
I DO NOT have my phones on past 5, whatever the hell you need at that hour cannot be helped, but it can wait.
If you want rush jobs You will pay 100% up front, this usually will weed out the "We need it done tomorrow mentality
No more giving, donating or sponsoring either. Heres a big stress reliever. All that donating gets you nowhere and gets you no more business as they promise.
I dont hate customers but I do tire of them. and Im getting better at weeding out the ones that will do nothing but waste time
-------------------- You ever notice how easily accessible people are when they are requiring your services but once they get invoice you can't reach them anymore
posted
Deb, I am not always positive, you know that? But I have been thinkig heavily about things, & I think several people can have an accurate , truthful point of view tho they differ, but the thing is, which one will WE choose?
For instance, the rude man who treats us rude in our own shop. Show him the door? Yes, we have every right to. But sometimes when we choose NOT to dish it out in return, they later see that we are a better person for it (pile coals on their head!) Or at least, we live the rest of the day knowing WE weren't the bad one. And they can't go & run their mouth about us being nasty either.
I have gotten irritated at customers for showing up at odd times, but you know what? I have no sign telling them otherwise! That is my fault, & I have no seperate line for business, so the phone calls are at odd hours sometimes. That's ok for now. When it gets slow, I welcome those odd timed calls.
Better go back to work, guess what I did??? Made a new sign for the end of my road, beautifully hand painted, ...... the arrow goes both ways on either side! And worse yet, the sign had sat in my barn for months without me seeing that! Hubby put it up last nite & there she is, in all her glory
Better pack up my paints & git!
-------------------- The Word in Signs Bobbie Rochow Jamestown, PA 16134
724-927-6471
thewordinsigns@alltel.net Posts: 3485 | From: Jamestown, PA 16134 | Registered: Oct 2002
| IP: Logged |
posted
being in business for myself i have learned to always look at both sides...including when i am shopping for something. i would never expect someone to draw up plans or spend alot of time researching something for nothing. but i know the stuff we all complain about is in every business. people get all pyssed off when the repairman charges them $150 to repair a leaky faucet or repair a dishwasher etc....but hey he has to travel and spend time diddlin' so time is $. he has to eat and support a family too. the only people i haggle with are car salemen and furniture places. lol! i agree, it's our responsibility to educate our customers. i laugh when customers will try to get my cell phone...."oh no no...i don't give that out. i have an answering machine so leave a message." they usually say...good for you! i wish i could do that. if someone is asking for just prices...i can throw out a ballpark but i'm not going to waste my time designing...and i let them know up front. if you feel comfortable with the price then we can proceed forward. i gotta say most of my customers know better than to show up unannounced or after hours. email is a great thing!
-------------------- 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
| IP: Logged |
posted
In this vein, one important lesson I've learned over the years is that it's my responsibility to give clients my honest opinion, gained from years of experience, when they want me to do something I consider "the wrong thing to do". If they continue to insist I go ahead and do it "their way" and get a good night's sleep knowing that at least I gave them my honest opinion.
-------------------- Paul Bierce - Designer pabierce@hotmail.com www.paulbierce.com Posts: 330 | From: Dix Hills, NY | Registered: Jan 2005
| IP: Logged |
posted
Good Post Bobby. I've never understood the "customer is your enemy" mentality. I do agree they have the right to determine what they want and I also agree it is our responsibility to make them aware of the shortcomings. Very often I find printing out layouts and having them stand back and view them solves the problems with visibility and contrast issues. Ultimately they are the clients and it is their cash so I try to please them. When my ego gets in the way of that I have to shake it off. The one issue I have with doing something ineffective or ugly is my reputation. It isn't quite as simple as not putting my name on it as I am known as the sign person in a fairly large geological circle. There have been a couple of signs I have not done for this reason. I simply explained as tactfully as I could to the customer that it wasn't in my best interest. I frequently suggest they approach a local high school student if they insist on having a sign repainted. Anyone can follow in the lines and do it at a lot less per hour than I can, and I will not try to salvage a failing sign...been there/done that, and I know the money isn't there. Unless it is a sandblasted or carved sign, I charge more to refinish an existing sign than to paint a new one...and rightly so, it is a lot more work. So many of these lessons come with time and experience. I'm sure there are a lot more to learn, but if there comes a time when I am starting to "hate" my customer, then it will be time to get out of the business, because they deserve better. There is nothing worse than going to part with your hard earned cash and running into an attitude!
-------------------- “Did you ever stop to think, and forget to start again?” -Winnie the Pooh & A.A. Milne
Kelly Thorson Kel-T-Grafix 801 Main St. Holdfast, SK S0G 2H0 ktg@sasktel.net Posts: 5496 | From: Penzance, Saskatchewan | Registered: May 2002
| IP: Logged |
posted
I agree, Bobbie, and I certainly value and respect most of my customers, except a select group that I consider my enemy, which consists of friends, family and race-car drivers, who are the worst since they happen to be my friends also.
-------------------- Jon Jantz Snappysign.com jjantz21@gmail.com http://www.allcw.com Posts: 3395 | From: Atmore, AL | Registered: Nov 2005
| IP: Logged |
posted
While I never stop trying to educate the customer, sometimes I just shut my mouth, give them what they want, and take their money. You gradually get a feel for what each one of them wants. Sometimes it's something awful. Other times they will surprise you and just say "Make it look good, I trust you." Those are the best customers. For that great customer sometimes I'll make something extra-extra nice.
The older I get the less likely I am to try and sway someone. Like Paul, I'll give them my opinion or suggestions, and they either take them or not. I do try to listen to the customer. That doesn't mean I'll take abuse or haggling. I always do try to be polite, and get the job done in a timely manner. Even the kids coming in for windshield banners now will grow up and start businesses of their own, and they'll come back to me for their signs.
That guy making you change the numbers? I'd have made HIM drive back to me the next day for changes...that would have made him like the layout a lot better. Love.....Jill
Posts: 8834 | From: Butler, PA, USA | Registered: Jan 2001
| IP: Logged |
posted
I've always had appreciation for my customers.
What I've never appreciated are the people who come in, not kicking tires, but who flat out are looking for the lowest price. Representatives for municipalities and committees lead the list most of the time. They are answering to a "higher power" and seeking the lowest bid. Words like quality, durability and effectiveness are not in their vocabulary. Trying to educate them is like trying to turn the lights on during a power outage...no matter how much you try, they don't get any brighter.
I like a good deal as much as the next guy, but there's a big difference between being cheap and knowing what value is. It's customers who know what the latter is that I prefer to have knock on the door.
If they only think "cheap", they rarely become customers. Rapid
-------------------- Ray Rheaume Rapidfire Design 543 Brushwood Road North Haverhill, NH 03774 rapidfiredesign@hotmail.com 603-787-6803
I like my paint shaken, not stirred. Posts: 5648 | From: North Haverhill, New Hampshire | Registered: Apr 2003
| IP: Logged |
posted
It all comes down to, as Aretha sang so well, R.E.S.P.E.C.T. A customer who respects your time, your efforts on their behalf, the passion you have for doing the best possible sign for them, and the fact that you have to make a living, gets treated MUCH better than the people who act like they are doing you a favor, or expecting something for nothing, or approach you under the assumption that any business deal involves some kind of swindle. And it isn't always about money, either - a respectful customer looking for a $25 no parking sign, is better than a bullying cheapskate trying to squeeze your nuts for a couple of hundred bucks on a big project.
-------------------- "A wise man concerns himself with the truth, not with what people believe." - Aristotle
Cam Bortz Finest Kind Signs Pondside Iron works 256 S. Broad St. Pawcatuck, Ct. 06379 "Award winning Signs since 1988" Posts: 3051 | From: Pawcatuck,Connecticut USA | Registered: Nov 1998
| IP: Logged |
![[Roll Eyes]](rolleyes.gif)
& I hope tomorrow morning Ido not wish I had never posted this topic!
![[Rolling On The Floor]](graemlins/rolf.gif)
![[Applause]](graemlins/applause.gif)
![[Smile]](smile.gif)
Printer-friendly view of this topic