posted
Well here's a situation I've never come across.
A business I do a LOT of work for ( for over 15 years) always pays within 2-4 days of invoice. The secretary has alwasy been very friendly. She usually tells me when my check will be ready, or when to call back to pick up my check. No change in this procedure has been mentioned.
For the past coupl'a months her tone has changed a lot. She's kind'a rude and 'short'. This I can blow-off. We all go thru menopause, ey' gals?
OK.
So, last monday I delivered signs and turned in an invoice. Without me askin', she told me to call back on wednesday morning. Which I did. She then seemed 'put out' and told me to call back thursday. I waited 'til thursday afternoon and she said to call back friday after lunch, because she was NOT gonna bother the board member to sign only one check. Of course, this I can understand.
Well, I kind'a needed this check since it was a few hundred bucks. Otherwise I would'a blown it off . . . but . . .
No worries. I called back friday like she said to, even waiting until after 2:30pm and politely asked if the check was ready since I was workin' in the area and could pick it up...
She then curtly said she had left the board member a message the checks were ready to be signed but he had not been in to sign them, AND she did not expect him to be in that day, AND further more she was NOT gonna call him again, since she just was'nt going to 'bother' him. Even tho' I said nothing to imply I expected her to do this.
Well, here's where I was an alleged 'bad girl':
This particular board member is a friend of mine. So I thought nothing of calling him and asking him if I could bring the check to him to sign. And he was like 'Sure! no problem.' So I asked him to call the secretary to release the check to me and in his words he understood this because things could be 'sticky' with her . . .
So then it hit the fan:
I go in to get the check and she says, "WHY did you call him?? I can NOT let you have the check . . ." Then he called while I was there and she kind'a yelled at him too, saying she thought it was 'a REALLY BAD idea and she was simply NOT gonna release an unsigned check!' I also heard her tell him he had a STACK of checks to sign.
So he came on in and signed checks. But while he was doin' that, she called me in her office and chewed me out some more saying I had NO RIGHT to call a board member REGARDLESS of our realtionship and I was OUT OF LINE and blah-blah-blah- . . .
I just said 'I understand and sorry I hurt her feelings' and went and sat back down.
Then the board member came out and apologized to me sayin' he had no idea there was a whole STACK of checks to sign.
Well . . . at least I got my check friday.
ANY~way . . . what's yer verdict?
Am I guilty as charged, or wuz I ok with doin' this?
Disclaimer: This has been another Letterhead rant-n-vent. No claim is made that this rant supercedes any other rant made by any other Letterhead, or that a solution or conclusion can be had to this or any other rant. Head's who reply with advice, rebuke, similar stories, or other comments will be recieved without penalties, persecution or judgement by the topic-creator. I can not be responsible for the hijacking of this thread or remarks made between other 'heads whether of a serious or comical nature. You simply must lighten up. Thank you.
posted
You handled it perfectly. I'm about to do the same thing at a place that has owed me $2,700 for over 30 days now. And yeah, it's my most PUSHY customer too... always gotta have it done by tomorrow or the next day kind of folks.
I do a lot of work for them, but I'm about to get in the driver's seat and start hittin' and runnin' to the top of their management chain. I gots plenty of work right now from folks who DO pay, so I'm a little frustrated with these outfits who think they can pay when they get good and ready.
I just got back from vacation and am too broke to put up with this crap.
[ May 11, 2009, 07:18 PM: Message edited by: Jon Jantz ]
-------------------- Jon Jantz Snappysign.com jjantz21@gmail.com http://www.allcw.com Posts: 3395 | From: Atmore, AL | Registered: Nov 2005
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posted
Sheila - I can only tell you what I would do...whether that's right or wrong:
I would take the check to the bank and forget all the rest.
Some folks have lots of problems in their lives and it comes out in some rather unsual ways at some unusual times. I just try to give everyone the benefit of allowing them a little space from time to time.
Some days I may come across the same way to the people I meet, although I hope not.
Life's rather short. Where do you want to pick your battles?
-------------------- Chapman Sign Studio Temple, Texas chapmanstudio@sbcglobal.net Posts: 6306 | From: Temple, Texas, USA | Registered: Nov 1998
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posted
I ran into the same problem a few yers ago.
No matter how nice I was to her, she continued to be like the gal you described.
So I called the president of the company, since I had done work for him for the last 18 years, and explained the situation to him. He said he would check into it and call me back. 10 minutes later he called and said that she would personally deliver the check to me...that day!
She no longer works there.
-------------------- Si Allen #562 La Mirada, CA. USA
(714) 521-4810
si.allen on Skype
siallen@dslextreme.com
"SignPainters do It with Longer Strokes!"
Never mess with your profile while in a drunken stupor!!!
Brushasaurus on Chat Posts: 8827 | From: La Mirada, CA, USA | Registered: Nov 1998
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posted
I guess I really didn't answer your question....but, yes, I think you did the right thing. You were simply following instructions, even though they changed every day.
I've done the same thing a few times in the past. When someone says that the check will be ready Thursday, I just assume that the check will be ready Thursday. If there is a run-around like Sheila got, I just go a step up the ladder and usually it is resolved easily.
You don't have to become one of the dogs to work with the dogs. The high road is always the best road...people will look at you strange, but you have less chance of getting dirty.
-------------------- Chapman Sign Studio Temple, Texas chapmanstudio@sbcglobal.net Posts: 6306 | From: Temple, Texas, USA | Registered: Nov 1998
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I think you handled it well. Sometimes, things are going on in a person's life that spill over into his job and we get caught in the crossfire.
Some years ago, a good customer got really unreasonable, demanding, and testy. We "went with the flow" and tried to keep up with the mood swings. A couple years later, when doing more work for him, he revealed that he was going through a divorce at the time and was drinking heavily as he tried to cope. He apologized for the way he treated us.
-------------------- David Harding A Sign of Excellence Carrollton, TX Posts: 5084 | From: Carrollton, TX, USA | Registered: Nov 1998
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I would have given them more room, and waited...no matter how painful. I just had to do that with the NHRA...I have been doing work for them since 1974, and they ALWAYS paid upon completion.
This year they wanted 30 days...after I had spent $800.00 of my own money, for paint. It's the economy, I guess. Next year I will get a deposit though.
-------------------- Jeff Ogden 8727 NE 68 Terr. Gainesville FL, 32609 Posts: 2138 | From: 8827 NE 68 Terr Gainesville Fl 32609 | Registered: Aug 2002
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posted
I'm pretty easy going so I usually "don't sweat the small stuff" and allow people the benefit of the doubt since I don't know what kind of turmoil they might have going on in their lives. Still, no reason for her to chew you out, but you did the right thing by not jumping on her. Life is just too short to get all upset over things we can't change....like someone else's behavior...
I had a guy who had a small fleet of logging trucks, and then got into the tow truck business. Did a nice logo for him, all hand painted and airbrushed. Changed it a couple times as he changed the name of his business.
Nice guy but money was always a problem for him ...always robbing Peter to pay Paul.....He brought in a set of doors off a Peterbuilt tow truck and I painted them up and called to let him know they were ready. Time goes by and he hasn't picked them up so another call....this drug on for over a year until I finally threatened to put the doors in the parking lot and run over them ! Finally he comes to pick them up...guess he didn't need them but I got tired of moving them around.... I did a few more jobs after that but always requested that he bring cash...now he had someone photograph the door and made digital prints which he uses on all his vehicles.
Sheila, I loved your disclaimer ! Your personality really comes through in all your posts ! I hope I will have the privilige of meeting you some day....
[ May 11, 2009, 08:23 PM: Message edited by: Jim Moser ]
-------------------- Life is not about waiting for the storm to pass... It's about learning to dance in the rain ! Jim Moser Design 13342 C Grass Valley Ave. Grass Valley, Ca. 95945 530-273-7615 jwmoser@att.net Posts: 488 | From: Grass Valley, Ca. | Registered: May 2006
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posted
Sheila, I had a very similar situation happen with a car dealership I had been doing a lot of business with except they owed me for 5 invoices on a span of 3-4 months worth of work. After a month went by I started wondering where my money was. I got the run around week after week. The accts. payable lady started getting short with me, but I continued to just be kind with her trying to figure out what the deal was. Turned out the dealership was going out of business and she was told not to pay anyone. So vendors were piling up and making her life miserable. On top of that, she was going to lose her job. I didn't take it out on her. I waited patiently, stopped in to find out where my money was hiding once in a while. I found out a bigger dealer bought him out, so I set my sights on them. I ended up doing most of their changeover signage and got paid from the old dealer for my 4 months back owed invoices as soon as the deal went through. That was a good week.
It pays to take the patient stance. When someone comes at me wrong, I tend to return it to them with something better. Meaning if someone breathes fire on me, I don't see any sense in breathing fire back on them, I'd rather pour water on them then smile at how funny they look when they're soggy. Besides, we all have bad days. And i'd rather be soggy than on fire.
posted
You handled it like a pro. You got you're money. But I still wonder why this secretary acted so weird with you. You said that before she was usually nice. Maybe she got a pay cut or something. But for some reason she wanted to have control, even though it may not have been her responsibility to control the checks in that manner. Next time you see her, smile real nice and give her a warm greeting from your heart. She might really need it.
-------------------- Signs by Alicia Jennings (Mudflap Girl) Tacoma, WA Since 1987 Have Lipstick, will travel. Posts: 3812 | From: Tacoma, WA. U.S.A. | Registered: Dec 1999
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posted
wow . . . ain'chall so sweet an' understanding!
I really figgered I was gonna get my toes sheared off on this one . . . 'cause I was maybe-sort'a-kind'a wonderin' if I really did step out'a bounds . . . . . The bottom line IS gittin' paid, huh!
Anyway . . . thanx ya'll . . .
-------------------- Signs Sweet Home Alabama
oneshot on chat
"Look like a girl, act like a lady, think like a man, work like a dog" Posts: 5758 | From: "Sweet Home" Alabama | Registered: Mar 2003
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posted
I can't contribute very often but this caught my attention from a business viewpoint. Piles of checks to be signed in a hurry and financial control issues centered around one person? Sounds like enough to have some independent eyes on the situation.
-------------------- Ron Helliar Marysville Sign 11807 51st Ave. NE Marysville, WA 98271 (360) 659-4856 Posts: 263 | From: Marysville, WA USA | Registered: Feb 1999
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posted
I don't hesitate to go up the chain to whoever can get the job done- I hate wasting my time with anybody else. I am always nice, but I have learned not to appologize to anybody for wanting to get paid for something that I have worked on.
I have had to deal with a few rude secretaries or other personnel that did not have the authority to bend the procedures and get me paid- so I just bypassed them and went to the ones who could- sometimes there are some people who end up with a chip on their shoulder, but I willing to bet if the tables were turned, they would do whatever it takes to get paid themselves.
-------------------- Michael Clanton Clanton Graphics/ Blackberry 19 Studio 1933 Blackberry Conway AR 72034 501-505-6794 clantongraphics@yahoo.com Posts: 1735 | From: Conway Arkansas | Registered: Oct 2001
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posted
The secretary was in the wrong; she put you off two times and was working on the third. There are two ways to handle this and both, in my opinion, are right.
1. The way you handled it. 2. The way you handled it with one slight modification......
Next time she calls you in the office, allow her to finish speaking...then politely ask "may I say something?" Calmly approach her desk, lean heavily enough into her 'personal space' to cause her to pull back, address her by her name, and without flinching look her straight in both eyes, while firmly and forcefully explaining that you are not her doormat and that you do not appreciate being given the run-around, (or lied to) and treated with disrespect.... believe me, the relevent details will come. Just refrain from name calling, personal insults or profanity.(not saying you would). Don't be mean, just mean it. Then sincerely wish her a nice weekend as you politely excuse yourself. She will respect you from then on. In other words, firmly deal with your adversary in 'real time'...and watch their eyes get big as saucers. You just have to do that sometimes. Then go on.
“No man who is in the wrong can stand up to a man who is in the right and who just keeps-a-comin’”. a credo of the Texas Rangers
just my two cents
-------------------- Wayne Webb Webb Signworks Chipley, FL 850.638.9329 wayne@webbsignworks.com Posts: 7403 | From: Chipley,Florida,United States | Registered: Oct 1999
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posted
A fight like this would sap my creativity and injur my attitude.
Who knows what this is all about.
There seems to be two different approaches to resolve this situation. The first is, I want my money, so give it here, as you promised! The second is, Thank you very much please call when the check is ready or send it by mail.
Now which of these two techniques, do you think, will maintain a good customer relation, or is it important?
But then, I absolutely love my customers. They're my friends and I'm making more of them all the time. That's not to say there aren't difficult people. I quickly move away from those folks.
-------------------- Joe Crumley Norman Sign Company 2200 Research Park Blvd. Norman, OK 73069 Posts: 1428 | From: 2200 Research Park Blvd. | Registered: Sep 2001
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posted
Sheila, in my opinion you only did one thing wrong. You forgot to say "Neener neener neener!" to the secretary after the board member handed you the check. Love....Jill
Posts: 8834 | From: Butler, PA, USA | Registered: Jan 2001
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posted
I run into this too often...it is usually associated with my clients cash flow. Seems when they get tight on money they get an attitude to cover up slow pay. There is a good chance the secretary has been conserving payables and taking care of the vendors who scream the loudest. I had a good client ask me after multiple times to collect a fee "Do you need the money this bad??"
He tried to make me feel like a "small time Hand-to-Mouth businessman" Well no problem...My ego is not so big that I can't admit...yes I do need the money this bad...I have bills to pay and I don't want to be late paying them.
His mortage company was one of the early casualties in the current housing downtrends.
On the other hand ...that secretary might just be crazy.
-------------------- Tony Lucero Eagle Graphics Waterford, MI www.eaglegph.com Posts: 305 | From: Waterford, MI, USA | Registered: Apr 2000
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posted
She may very well have been given a hard time about paying invoices too quickly. If she is held "accountable" for paying bills without adequate instruction on how she should do this, she is probably frustrated and unsure. This is an epidemic of western style management and generally causes the kind of poor service you received.
People do not often realize how often they take out their frustrations on the people around them (that have nothing to do with why they are frustrated).
As Ray pointed out, taking the high road is best. Perpetuating the cycle of "I'm mad, so I'm gonna make you mad too" makes everybody worse off. This leads into what Dawud said. By making that angry person's life more positive, they may pass that along to people instead of the negative stuff.
-------------------- Dan Beach Cylinder 9 Designs 1650 Glassboro Rd Sewell, NJ 08080 Posts: 625 | From: South Jersey | Registered: Sep 2008
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posted
I had a big job for a new bank location and the sketch and proposal were agreed upon. When asking the purchasing agent for a deposit, he said I should not be in business if I needed a deposit. There was a large cash outlay for materials and I could see there was no talking to him. I just went to the bank president and he gave the deposit with no problem. It probably would have felt good to vent and let this guy know what I thought of him, but I believe I made him realize how unimportant he was. Bill
-------------------- Bill Riedel Riedel Sign Co., Inc. 15 Warren Street Little Ferry, N.J. 07643 billsr@riedelsignco.com Posts: 2953 | From: Little Ferry, New Jersey, USA | Registered: Feb 1999
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posted
Thinking of Bill's experience from the other side... I guess the bank should not be in business if it needed collateral for its loans. Oh wait! That's already happened.
-------------------- David Harding A Sign of Excellence Carrollton, TX Posts: 5084 | From: Carrollton, TX, USA | Registered: Nov 1998
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I think Raymond has the right idea here. One thing that struck me about your account is the change in attitude after so many years of reasonable behavior. I wouldn't be at all surprised if she isn't going through something very stressful, whether professional or personal.
But since you are on such good terms with the board member, and had several promises to you broken, plus you needed to get paid, I don't think you did anything wrong. But......you should have invited her to some nekkid trampolining.=^)
-------------------- Brian Oliver Paxton Signs Fort Collins, CO paxton@peakpeak.com www.paxtonsignsofcolorado.com Posts: 237 | From: ft. collins, colorado,usa | Registered: Mar 2001
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posted
I resent the implication of the 'hand-to-mouth' needy-payment . . . even if it IS true sometimes.
I love it when I can just casually say, 'Just mail the check' . . . but alas, single-working moms and/or small business owners unite . . . we know this just ain't the way it is sometimes.
Mr.Bill, I can't imagine a guy givin' you grief about a down-payment, but I will tell ya, several years ago, IP would'nt give me a down for a $4000 billboard. I had to get a 90 day note to get materials! AND it takes them SIXTY DAYS to pay! They have like 100 secretaries and bigger restrooms than my shop at that time, but it takes ALL them secretaries 60 days to find time to print a check . . . you see, it takes them an extraordinary amount of time to do all that filing . . . of fingernails . . . and receiving all those phone calls and those long luncheons and such. Meanwhile, as a sole proprieter/owner-operator, I do all the work AND pay my own bills (typically on time), AND do all my invoicing and phone answering, and etc, etc, etc, . . . GEE! think what all I could get done with a hundred secretaries!
When I get to be a megacorporation and a millionaire I'm not gonna make the little guys wait for their money . . .
-------------------- Signs Sweet Home Alabama
oneshot on chat
"Look like a girl, act like a lady, think like a man, work like a dog" Posts: 5758 | From: "Sweet Home" Alabama | Registered: Mar 2003
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posted
Maybe this doesn't ALWAYS work but we have had several companies that we do regular work for and when we STOP doing their work, all of a sudden they "find a way" to get us paid promptly. I just tell them sorry, we have several bills that are 60 days (or whatever) and I can't do anymore work till those get paid. I'm nice about it and I just tell them "We are a small company and we can't carry this much debt. We need your old money to pay for your new supplies." I usually have a check in a few days. Funny how that works....
-------------------- Jane Diaz Diaz Sign Art 628 W. Lincoln Ave. Pontiac, Il. 61764 815-844-7024 www.diazsignart.com Posts: 4102 | From: Pontiac, IL USA | Registered: Feb 1999
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Making the simple complicated is commonplace; making the complicated simple, awesomely simple, that's creativity. — Charles Mingus Posts: 6712 | From: Mendocino, CA. USA | Registered: Nov 1998
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quote:You forgot to say "Neener neener neener!" to the secretary after the board member handed you the check.
I probably would have given her the Clint Eastwood squint and invited her to the movies...and told her to bring her cell phone and big hat.... you all know what comes after that.
-------------------- Todd Gill Outside The Lines Potterville, MI Posts: 7792 | From: Potterville, MI | Registered: Dec 2001
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posted
If the card doesn't let her know that you care, send another with names of reputable psychologist in your area and a gentle suggestion that she might need some help.
-------------------- The SignShop Mendocino, California
Making the simple complicated is commonplace; making the complicated simple, awesomely simple, that's creativity. — Charles Mingus Posts: 6712 | From: Mendocino, CA. USA | Registered: Nov 1998
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