posted August 23, 2011 02:01 PM
I just lost a job. Why? Because the customer's employee is incompetent.
I've been doing trucks for a company for a while. A couple weeks ago, I get a note to call the truck boss to letter another one. I call him, I tell him we'll have to play it by ear with the high heat & humidity, things already scheduled & the truck's schedule. He tells me no hurry. I've been leaving him messages for a week. Finally get a hold of him today & he tells me he thinks his boss had someone else do it since I wasn't getting back to him. There was nothing to get back about! No messages since we spoke & he didn't relay to his boss that we were in the process.
I guess I was to call the big boss, even though the note I got was to call the truck boss, with his #. Evidently they can't speak to each other, so it's my job to speak to BOTH of them. I want to strangle the jerk right now.
-------------------- Chris Welker Wildfire Signs Indiana, Pa Posts: 4254 | From: Indiana, PA | Registered: Mar 2001
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posted August 23, 2011 02:12 PM
Maybe, just maybe, the other sign guy was the employee's buddy. It's not that easy to get someone else to do a truck, but if you get your buddy, set him up with pics and colors, there ya go. I wished I live closer to you, we could take care of that employee guy Chicago stlye. Kinda go like dis " Hey estupid, you got a problem wit me's. Get your homeboy to do dat job dat waz supposed ta be mine" And then "Wam Bam, your in the lake man!
-------------------- Signs by Alicia Jennings (Mudflap Girl) Tacoma, WA Since 1987 Have Lipstick, will travel. Posts: 3814 | From: Tacoma, WA. U.S.A. | Registered: Dec 1999
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posted August 23, 2011 04:21 PM
Something Ive noticed increasingly in the economic downturn, very few customers have any loyalty anymore. Increasingly they seem only to happy to ditch you for some new guy. Four years ago, my regulars would ring up and order the job, now they love to give the dig "I have to get a few more prices" and regularly enough they go elsewhere
-------------------- Kevin Gaffney Artistik Signs Kinnegad County Westmeath Ireland 044-75187 kevingaffney@eircom.net Posts: 628 | From: Ireland | Registered: Oct 2003
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posted August 23, 2011 05:10 PM
Kevin I know what you mean. I had a call today from an long time customer and they wanted to get a truck in to have it lettered & pinstriped, of course right away. When I told them there would be about a month wait, they asked if I could recommend someone else! Wait now, you are going to somewhere else because we couldn't get to you fast enough and you want me to tell you where to go!?!....hmmmmmm (Just so you know...I didn't)
[ August 23, 2011, 05:11 PM: Message edited by: Jane Diaz ]
-------------------- 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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posted August 23, 2011 05:21 PM
I have a long time customer that called to price a few signs last fall. They didn't want to spend that much at the time, so we put them on hold.
He called back a few weeks ago, and they are ready to move forward with the signs.
I decided to leave the price same as it was last fall(this IS a long time customer).
After a couple of weeks I sent an e-mail to let him know I had not received a PO, and wanted to make sure we weren't waiting on me.
He replied saying that purchasing told him to get 2 more bids, and one of them beat me by 2 dollars(this WAS a long time customer).
For 14 years I have been their ONLY sign vendor, and I lost a 1649.00 project by 2 dollars. Now, that's loyalty.
-------------------- Don Hulsey Strokes by DON signs Utica, KY 270-275-9552 sbdsigns@aol.com
I've always been crazy... but it's kept me from going insane. Posts: 2275 | From: Utica, KY U.S.A. | Registered: Jan 1999
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posted August 23, 2011 08:47 PM
The right customer is never wrong; The wrong customer is never right!
I have a client who thinks checking his email from me every week or so is often enough, even when he is trying to get me to do some work in just a few days, before the big grand opening. I send him the layout and have some final questions about wording of some of the interior signs. It would be easy to just think that the ball is in his court and not worry about it until he gets back to me. My experience tells me he has four other stores and this one is a big deal to him. I drive out there (20 miles) this morning at 8:30 just as he gets there and he apologizes for not reading his emails...or at least mine. It would have been easy to blow him off and blame his lack of attentiveness to his error. Instead, I show him the designs and insist he make a final decision, if he wants the signs up tomorrow. He tries to bicker over the price, deflecting having to make a decision he knows he needs to make. I smile and tell him that I am charging him the same as what I would charge anyone and that my prices are fair... and that he needs to green light me asap. He finally gets over his little tantrum and tells me to get 'er done. I stop by my guy who does my vinyl for me and picked up the final signs at 5:30 tonight. Will go deliver them in the morning and pick up the check. His guy installs. The extra drive out there this morning made all the diff. $700 pure profit for one 20 minute drive. Not bad. I will send him a thank you note, handwritten in a week or so and will keep being level headed. His loyalty will be secured by my taking care of him even when he is deluged with details.
It is so easy to blame the client, but we all have to understand they sometimes do get swamped with minutia. To the right client, I smile and wave...all the way back to the sign supply house to pick up some more One Shot! Step back and take a deep breath. How can we do a better job giving excellent service? What else can I do to make some client who is temporarily overwhelmed appreciate my attentiveness? It is not just about making a creative sign, but also about being creative and polite enough to win over even the morons who act so indifferent at times.
-------------------- Preston McCall 112 Rim Road Santa Fe, New Mexico 87501 text: 5056607370 Posts: 1552 | From: Santa Fe, New Mexico | Registered: Nov 1998
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posted August 23, 2011 10:26 PM
I think Alicia nailed it.
His buddy who is trying to break into the biz got the job!
I never worry about this kind of thing happening. Usually they tie up the truck for 3 or 4 days and it still looks like crap ... or ... they use cheap vinyl and it winds up with bubbles and seams, then starts to peel when they take it to the truck wash.
Next truck they are back again asking when I can get it done for them.
-------------------- 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 August 23, 2011 10:52 PM
After reading Janes post, I had to imagine telling my customers to wait a month. That is some backlog you got there. Mine would leave me no matter how loyal I think they are.
-------------------- Mike Duncan Lettercraft Signs Posts: 1328 | From: Centreville, VA | Registered: Oct 2000
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posted August 23, 2011 11:02 PM
ITs not the customer. Telling them to play it by ear over whatever reason is the best way to have them go to someone else. One has to be ready no matter the conditions. "Yes, I will get to it" is the only words they want to hear.
Successful managers never want to hear about some reason why it cannot be done. How soon can I have the truck is the only thing that can be said.
-------------------- 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 August 24, 2011 12:47 AM
my very best customers, which i have had since i got here in 1998 and still do work for they dont call, they just show up in the yard.........just like one did this morning. havent seen or heard from them in 4-5 years. they got a new van as the last one i lettered, is worn out. all that i was asked to do was, can i do it on a weekend like i did all the others so the truck is not outa service mon-fri. wont need to be lettered till after labor day. guy also asked if i was up to it after i told him all the medical stuff i had since dec 2010. i said i still move albeit a little slower, but i can get her dun))))) thats loyalty.
[ August 24, 2011, 12:50 AM: Message edited by: old paint ]
-------------------- joe pribish-A SIGN MINT 2811 longleaf Dr. pensacola, fl 32526 850-637-1519 BEWARE THE TRUTH.....YOU MAY NOT LIKE WHAT YOU FIND Posts: 11582 | From: pensacola, fl. usa | Registered: Nov 1998
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posted August 24, 2011 05:59 AM
No, let me tell you what happened, its called "covering your ass." People or customers when faced with upper management will bow down and sling the first body they grab under the truck to save their own ass. I guarantee you the truck boss was not getting up with his boss to let him know Kissy was on it. then in turn the big boss got another to do it.
If this had been a old client of Kissy, the truck boss should have been upfront and let Kissy know the big boss has another signguy. We should all at least get that last WHY? WHO? WHAT? WHEN?
I hope whoever gets this jobs uses cheap ass materials and scews the job up. IF these guys call you back I would ditch them.
-------------------- 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
quote:Originally posted by Mikes Mischeif: After reading Janes post, I had to imagine telling my customers to wait a month. That is some backlog you got there. Mine would leave me no matter how loyal I think they are.
The month or more wait is mainly for vehicle work. We only have so much shop room, so we can only schedule one or two vehicles a day. Otherwise it's a week or so wait, that is unless they want to pay a rush charge or Saturday time and a half.
-------------------- Joe Diaz Diaz Sign Art 628 W. Lincoln Ave. Pontiac, IL 61764 www.diazsignart.com Posts: 538 | From: Pontiac, IL | Registered: Aug 2005
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posted August 24, 2011 11:56 AM
I also lost a bunch of truck and other work from a long time customer. His wife's cousin purchased some software and a plotter because "he always wanted to try this stuff".
Although it was mainly vinyl, it was a good account.
Another reason to question the current state of this business. As time goes on the market just keeps sprouting new competitors. I still do paint, striping and dimensional work, I am ever marketing these specialized services.
Being 59 years old I find that not too many people even know what hand painting is. Just a sign of our times I guess.
-------------------- Curt Stenz Graphics 700 Squirrel Lane Marathon, WI 54448 Posts: 590 | From: Marathon, WI 54448 | Registered: Dec 1998
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posted August 24, 2011 04:35 PM
I have a long time customer who caomes to me this time of year for a nice order, ten or twelve correx signs and a few roll ups, all digital images. Dropped me three years back for someone because of price, returns two years back to me explaining quality he got previous year wasnt great. Drops me again last year for another competitor, and guess what, hes back again with the same story. I just smile and explain im nearly thirty years in the business for a reason. Might have sounded big headed but i couldnt resist the opportunity to rub it in a little
-------------------- Kevin Gaffney Artistik Signs Kinnegad County Westmeath Ireland 044-75187 kevingaffney@eircom.net Posts: 628 | From: Ireland | Registered: Oct 2003
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posted August 24, 2011 08:35 PM
Kissy, If it's important to you and you want to leave the door open I would drop a note to the big boss explaining what happened and apologizing for the misunderstanding.(I know I know, but it's amazing what an apology,even when it's not due, will accomplish)
posted August 25, 2011 05:29 AM
I wouldnt apologize to them! She been doing their work and they know she has! I get sick and tired of customers straying off the path and then you have to go bowing down and begging for them to take you back. She did nothing, and owes them no response.
If you do me like this and then you one day come back I wont take you back. I got several clients that did this to me ask them if Im doing their stuff again. harsh I know but if they do it once they will do it again
-------------------- 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 August 25, 2011 10:29 AM
That's cool, but not everyone can afford to lose a major client. I've fired customers, but I've also gone above and beyond to keep some happy. It's a judgement call. I can't afford to go fishing or play golf instead of working, even when that work isn't as profitable as I'd like, or the customer isn't as pleasant as I want. I can't take it personal, though I often do.
posted August 25, 2011 12:54 PM
I've calmed down about the whole situation & did speak with the big boss. He didn't know I had spoken to his peon or that I had been trying to get a hold of his peon for a week to check the truck's schedule.
When the big boss tells you to deal with his truck boss, then has a fit because he didn't know what was going on, WTF? The truck boss told me it has their "temp" decals on it, he was in no hurry.
Serious communication issues there, there was nothing I could do about it other than be a pest & have the same conversation with both since they can't speak to each other.
Thinking about the downsides to working with them has helped make it easier to swallow. Onward to the existing customers I have & the new ones I'll meet.
-------------------- Chris Welker Wildfire Signs Indiana, Pa Posts: 4254 | From: Indiana, PA | Registered: Mar 2001
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posted August 26, 2011 05:19 AM
a majority of problems is due to people not doing their jobs or simply not caring becaus eit does not affect them
-------------------- 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
quote:Onward to the existing customers I have & the new ones I'll meet.
Best plan at this point Chris... as frustrating as it is... hopefully, he will call you directly next time. Probably smart to have had a conversation with him about what happened - he'll likely remember it when the next job opportunity becomes available.
-------------------- Todd Gill Outside The Lines Potterville, MI Posts: 7792 | From: Potterville, MI | Registered: Dec 2001
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