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As we drive down any street or highway, we occasionally have a peek into the rear-view mirror, to see just what's behind us, and to orient ourselves as to where we have recently been. Sometimes, us old timers also do that with respect to our careers. I've been guilty of doing some of that lately, and I'm seeing some things that I've past that have had some value, but I'm not seeing quite the same things as I view where I appear to be headed.
1. Customers. In times past I viewed them as the lifeblood of my business. They were often also more than just customers, and indeed some came to be regarded as friends. In more recent times, they have sometimes been regarded as pains in the posterior, and folks with no integrity or loyalty whatsoever. They have become somewhat de-personalized, to the point where they have become mere pieces of a "market". This has not happened to all of them...just a few, but enough for me to see a dangerous trend beginning.
2. Committment In times past, the suppliers that I dealt with had an unshakeable committment to supporting the products that they sold to me. Stuff was actually "guaranteed" to perform as advertised. These days, I can buy a "state-of-the-art system, and see the suppliers' or manufacturers' support vanish overnight. Technology advances so rapidly, that whatever you buy, will quickly become "dated", non-competitive, or even obsolete within a relatively short period of time. The corporate types also see US as merely parts and pieces of a "market". We are no longer viewed as "customers". When they develop a new system, their committment is toward that "project" and NOT toward the customers who they hope will buy it. Their Marketing, Customer Service, Tech Support, etc are all geared up to get us to buy their "latest & greatest" system. This will continue ONLY until they have recouped the cost of developing that "project" plus their projected level of profit for doing so. If there is "resistance" in the market, and their objectives are not met, then the project is "dumped" with little or no regard for those who have bought into their "system". Tell me that this hasn't happened to more than a few of you .
3. Depersonalization. In times past, I had the honour and privalege of doing business with some very nice individuals. These were REAL people, who I'd occasionally meet at some place other than business-related, and we'd actually say "Hi" or exchange greetings. These days, I do business with other businesses, and with people that I've never met. I can call up these places and communicate with them without actually speaking to a live human being. Instead, I get call-forwarding, voice mail, messenger beepers, automated faxes etc. etc. etc. If I have a problem with a late cheque (and who here hasn't) their Accounts Payable department regards me NOT as a living, breathing individual, but merely another "creditor".
I sometimes wonder if other fellow craftspeople are noticing some of these changes in this business, and in the society in which we function. How many of you still prefer to do business with a more "human touch"? How many of you embrace the changes, and look forward with positive anticipation, of further change?
-------------------- Ken Henry Henry & Henry Signs London, Ontario Canada (519) 439-1881 e-mail: kjmlhenry@rogers.com
Why do I get all those on-line offers to sell me Viagara, when the only thing hardening is my arteries ?
I, too, have seen many of the things of which you speak. I, for one, am not looking forward to the future if the current trends continue.
Customer loyalty has gone in the toilet. They play one shop against another to drive the prices down to points lower than we were at 10 years ago. They will leave one shop to go buy stuff at another because they can get it 10 bucks cheaper, regardless of past performance or quality. All of this has come to make it an ever increasing chore to service people that have no appreciation for what you do.
Supply house service is fastly becoming a thing of the past. They bring you sub-standard materials. Sheets of metal have footprints on them, bent corners, creases in the middle, etc. all the while hoping you won't notice. Deliveries are late, stuff that is supposed to be in stock isn't, the increased use of voice mail, etc. all leads to a path of poor customer service.
Vinyl manufacturers are increasingly putting splices in the middle of rolls. While they do put an extra yard (whoopty doooo....)to make up for it, it seldom helps the aggravation of having to work around it.
I won't even broach the realm of software. My bunghole quivers everytime I hear the word upgrade. Makes me wonder if I should be reaching for the Preperation H or the K-Y Jelly...
I believe that a lot of the problems we face could have been avoided. We let customers dictate the terms of doing business. We continue to do business with suppliers who don't perform, mostly because of price. We buy upgrades for software and remain silent instead of voicing our opinions.
Way too many people have gotten into this trade with little or no formal training. People whose knowledge of the craft is almost non-existant. There are shops around that have absolutely no idea how to run a business let alone make signs.
They price stuff way too low to get their foot in someone's door only to find that it gets slammed on it because another new shop had the same great idea. This only succeeds in driving the prices lower as the end users play one against the other.
We don't play those games. Experience has taught us how to deal with most of the stuff that happens during the course of everyday business. We all run our businesses as we seem fit to.
I could go on and on about ways I can think of to reverse some of these trends but it would take way too long. I am going to get a cup of coffee and finish watching this stupid movie I have too time involved into to stop. LOL!
Have a great one!
-------------------- 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: 6464 | From: Saint Cloud, Minnesota | Registered: Jun 1999
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Ken, I too have noticed these very same "changes", like not being able to take a hand shake as someones promise, or not being able to expect a call back !!
Some of my friends are not as old as I, and sometimes I get the feeling they think I'm entering senality a bit earlier then necc. .
What can be done ? I think integrity and honesty are to be taught to the young by the parents(obviously some parents didn't hear this rule) But it is really great to run across someone who was taught(especially if they are under 30).
Roger
-------------------- Roger Bailey Rapid Tac Incorporated 186 Combs Dr. Merlin Oregon 97532
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Believe it or not, my contractor who built my shop still deals with handskakes rather than written contracts! It stunned me and I was nervous about it, but to make a long story short, things worked out perfectly as planned.
Have you noticed most things in the past appear better than now? Hindsight? Not sure, but perhaps when things were better back then, we still felt further back was even better.
Perhaps rather than fantasize about what was, working to improve our own worlds (even if the rest of the world doesn't cooperate) is key.
I'm just going to enjoy each day that comes to me and try not to ponder too hard in reverse. Although, I did have more money in the bank before our son... ah, the tradeoff was well worth it! LOL!
posted
I also see much of the world around me becoming depersonalized. I also find that I can have a part in shaking someone's hand,in asking the questions that direct dialogue toward personal and caring places, in requesting quality in products and relationship with my suppliers, and I can apply myself to doing my best rather thanjust doing something that's a tad better than good enough. I don't always live up to that standard, but I can hold it up as an ideal.
-------------------- The SignShop Mendocino, California
Making the simple complicated is commonplace; making the complicated simple, awesomely simple, that's creativity. — Charles Mingus Posts: 6806 | From: Mendocino, CA. USA | Registered: Nov 1998
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Hi Ken. wow. That is a heavy dose of reality. At times I was beginning to wonder if it was just me. I thought perhaps I had become 'hardened' due to the fact that I don't take any crap from anyone, and I really DO need to get paid once in awhile! Signpainting is not all fun and games. I call to see when the checks will be arriving. I stop in and request a late payment. Only to have the same lines of BS tossed my way. Not too long ago a very old customer called and wanted a sign made then shipped to Nevada. No problem. But 50 days later I still hadn't gotten paid.....so I called him up. He said he would mail my check in a couple weeks. Hmmmm now do you think I will be making his next signs in a great big hurry? You can bet your boots NOT. I am a calm person. I am rational. But the past 5 years I have had to have a little pep talk with myself. You see there is some inner conflict going on about this thing called a sign business.
Posts: 3729 | From: Seattle | Registered: Sep 1999
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As far as the "depersonalization" goes, that's just in the way you run your business.
Maybe it seems like customers want it that way, but I think that's just what they have come to expect from a business considering that's how alot of business like banks and other bureaucratic organizations treat their customers every day.
There are banks that charge additional fees to actually speak to a human!
That's also how alot of ecommerce websites are ran.
Sometimes I like being able to walk in to some kind of business or a website and conduct my affairs without having to deal with "the idiot behind the counter". Just walk in and get it done and be on my way.
Other times I'm not so sure exactly what it is I need or maybe I have some specific question, so then some interaction would be nice.
I think most people are the same way, but if you don't give them the option you'll never find out.
When I speak to people about what I can do for them, I give them a vague idea at first and if they seem interested I'll continue in detail. Sometimes you can look into their faces and see the confusion starting up from too many options or details to think about.
-------------------- "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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When I was a kid, we didn't lock our doors, and many people just left their keys in their cars. But then, the population was about 5% of what it is now.
More importantly, in those days these words meant the same thing - cancer - death stroke - death heart attack:usually death or major disability glaucoma:blindness cataracts:blindness
I would not trade this time and place with its "modern" problems for any earlier time and place. Vic G
[ October 22, 2001: Message edited by: VICTORGEORGIOU ]
[ October 22, 2001: Message edited by: VICTORGEORGIOU ]
-------------------- Victor Georgiou Danville, CA , USA Posts: 1746 | From: Danville, CA , USA | Registered: Dec 1998
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I think that the more things change, the more they remain the same. I see the same things Ken and Bruce said. But my dad said the same thing about his era and so have my grandfathers.
I think much of our view is based on our own "historical" perspective. As I talk to some of my "more experienced seniors", I've realized that things haven't changed as much as we think - just our perspective.
(just my two cents....and its not even worth that much)
I think Glenn nailed it, in that most of us have 20/20 hindsight, and that is colored with rose-colored glasses. Or, rose colored rear view mirrors. We all tend to remember the good stuff from times past, and supress the bad things.
-------------------- Bill Preston Fly Creek, N.Y. USA
Posts: 943 | From: Fly Creek, N.Y. USA | Registered: Jan 2000
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I keep my brushes cleaned and oiled. This keeps my support up to date. The handshakes are firm and honest,when reciveing the deposit. The paint is true and profitable. The President of thier company,does business with the President of my company.Always on a First Name bases. I GO TO the supply house,purchase and inspect all that I get.
Some times,taking the easy way out in producing signs,Creates the promblems and attitudes you have discribed.
I have NO rear view mirror.As it is safer to focus what is ahead of you. If something comes up.You have time to adjust.
Hope this helps
-------------------- PKing is Pat King The Professor of SIGNOLOGY
Posts: 3113 | From: Pompano Beach, FL. USA | Registered: Nov 1998
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This is a good post Ken. Everything you say is true. I always treat my customers with respect and am always cheerful and helpful as I can be. I bend over backwards for them, especially the regulars. I have only a few suppliers that I depend on, and have over time, developed a good relationship with them, especially my local one, Interstate. I depend on them for most of my vinyl supplies, and always get what I need, when I need it. I have been lucky in dealing with suppliers and customers it seems, but do on occasion get a bad apple, especially in customers. They stretch my stress levels out of whack, but eventually they understand that I'm not an idiot, and I know what I'm doing alot better than they do. I hope the trend you talk about doesn't continue, but if it does, I might try a stronger anti-depressant.
-------------------- Maker of fine signs and other creative stuff. Located at 109 N. Cumberland ave. Harlan, Ky. 40831 606-837-0242 Posts: 4172 | From: Ages-Brookside, Ky. Up the Holler... | Registered: Jul 1999
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recently, have ya called a government office, state office, county office, city office, a bank, any big business? they all have computer messages to tell ya to push another button, only to get a busy signal or get hung up on? then start over again? yea it really sucks.
Even my very best customers that give me work every year for many years is slacking, even though they still want my work, they dont have the time to get it to me on time, or dont pick up on time when its done(payment is cod here).
The handshake is still good here. luckily I dont have to write contracts, but i allways get it right before doing a job, know exactly what they want. My paint supplier is great, no problems at all. I have dealt with a few vynil suppliers of late and I cant say the same for them, maybe its because they dont know me yet, Im just a peon to them Im sure. Frankly, if I do get into vynil work more, Id rather buy from a discount warehouse, especially if i dont get any respect from the local suppliers.
The bottom line is everone is scrambling to make the bucks, wheather its to get by or for capital gain. its all about money when it comes down to it. I work in a body shop full time and have seen what the insurance companies have done to my profession. It aint good, so I know where your coming from
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I think the frustrating thing about today is the options. I am optioned to death. I have to make a decision every time I order a beer. Do you want light, european, american, canadian, export or ale. Just give what is on tap. Would you like.... and so on. I just want a beer for crying out loud. When I was a kid there were about 30 different vehicles and now you can't even count the different types of vehicles there are on the road. Don't even talk about sign options. So now when I am on the phone and hear a list of options I just patiently wait until the end. Guess what? 9 times out of 10 you are sent to a human being and 9 times out of 10 the person you are talking to does know what they are talking about. You can't win the war on options.
Kevin Landry KnL Signs Halifax NS
-------------------- Kevin Landry KnL Signs Halifax NS
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