posted
Story goes like this: Lady comes in wanting a sign, so go to her newly rented storefront, take measurements and instructions. Return a week later with designs and quotes, several days later she shows up with an approved design and half of the payment (Yay!). This is 4' x 16' painted, with 3 color vinyl. I order materials (1/2" MDO and the burgundy vinyl). I start cutting the letters before it all arrives, and have that ready. Now she shows up and wants to know if I can have it ready by Friday it is now Friday the week before. Materials get here by Monday, prep the MDO, and start painting the background (1shot). Problems arise, 2 days to get 1Shot to dry, now it is Wednesday. I start applying first color, thursday trying to finish up, but got other work to, Friday rolls around and I have one color to go. Halfway through the last color application, her 'boyfriend' shows up and in front of my kids, goes ballistic about it not being up on Friday!!!
So round up all my friends I can, and install the damn thing at 8:30 that night... Went back the next morning to finish the windows.
Now she tells the landlord (who I did work for in the past) her twisted story, and now I lost the landlord... What should I do??/
Sorry it is so long winded. but I needed to vent... Thanks
-------------------- Eric Patzer A.S.A.P. Design Lafayette, CO epatzer@earthlink.net
Posts: 208 | From: Lafayette, CO USA | Registered: Nov 1998
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posted
So long story short, you do get it up by Friday, right? Even if it got a little heated they got what they wanted. If the landlord decides your no good from that episode, explain your story and forget it. It takes more than that for my customers to start getting testy.
-------------------- Wright Signs Wyandotte, Michigan Posts: 2786 | From: Wyandotte, MI USA | Registered: Jan 1999
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2) She came to you about pushing up the date. Did you say, "I will do it by then"? If so, you dropped the ball. In your own words, you had other work to do on Thursday. Then when Friday comes, the sign isn't up. They get upset. Fact is you screwwed up and are paying the price.
.......or........
1) You already had an agreed install date.
2) She came to you about pushing up the date. Did you say you would "try to have it up by Friday"? If so, you screwwed up. Customers hear what they want to hear. Its just human nature. Its not fair, but life never has been. Get everything in writing.
........or.........
1) You already had an agreed install date.
2) She came to you about pushing up the date. Did you say, "Ms. So-n-So, while I will make every effort, I can't promise to have it up by then and it may end up being Saturday before you can have it up. Since you need to push the date up, I need for you to sign this 'Change of Order'. Also, since I will have to reschedule the work in the shop and work overtime, there will be a rush fee to cover the addition expenses"? You make the effort, but are unsuccessful. The boyfriend comes in and starts a ruckus. You show him the "Change of Order" and instruct him to behave or you will show him the door.
The School of Hard Knocks can have very expensive tuition fees.
posted
What Glenn said is often easier said than done, but if you dont do it (I try to do the same thing) you will be stuck with pain in the ass customers.
-------------------- "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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posted
in addition, you can do a couple of things:
1. hard-line: "gee, i'm really sorry i couldn't meet your deadline. i'll just take this sign back and refund all your money. i wouldn't feel right taking your money with you not being satisfied."
2. soft-line: "gee, i'm really sorry i didn't meet your deadline. let me make it up to you by giving you a magnetic sign for your car" (or a sign for the door, or some other token).
3. medium-line: " gee, i'm really sorry. what would it take to make you happy?" (maybe the customer just wants you to knock 10 percent off the price, or maybe the stress of opening the new business has them all worked over and they took it out on you.
in any case you MUST say you're sorry for being late. you agreed to do something, and you didn't do it. yes, the husband may have been rude to you (in front of the kids and all), but that doesn't excuse you for missing the deadline.
the way you handle adversity tells people more about you than the way you handle success.
-------------------- :: Scooter Marriner :: :: Coyote Signs :: :: Oakland, CA :: :: still a beginner :: ::
Posts: 1356 | From: Oakland (and San Francisco) | Registered: Mar 2001
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posted
I would have said, Geez, if my work isn't good enough for you, I guess you're just going to have to find yourself another signmaker (In my area I can honestly tell you I'm the only one that meets deadlines). I mean, you DID have it ready by when she asked. Friday, right?
-------------------- Felix Marcano PuertoRicoSigns.Com Luquillo, PR
Work hard, party like a tourist! Posts: 2287 | From: Luquillo, Puerto Rico, USA | Registered: Nov 2000
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posted
If you made the mistake and told her that it would be done on friday you did every thing right after that. You got it up on time. Ive installed in front of the truck headlights before too. I know your frustation when she is still unsatisfied when you made every effort to make her happy. She probably wouldnt have been happy if you pulled one out of your butt at 3.30 and had it up. Some peaple like to bitch. If you are worried that her land lord is going to drop you dont be unless you have had the same type of problems with him. If you have done quality work for him in the past you shouldnt have a problem with him now.
-------------------- Ryan Young Indocil Art & Design indocil@comporium.net 803-980-6765
I highjacked Letterville!! Winter Muster 2004 Posts: 904 | From: Rock Hill, SC | Registered: Sep 2001
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posted
Thanks for the input... Glen your post pretty much sums up what I need to start doing. The days of the Gentlemans handshake are over and EVERYTHING needs to be in writing. I was just really frustrated and upset that she didn't talk to me in person... I forgot to mention that while we were installing the sign that night, she and her squeeze walked out of her shop, right under the scaffolding and didn't say a word...
-------------------- Eric Patzer A.S.A.P. Design Lafayette, CO epatzer@earthlink.net Posts: 208 | From: Lafayette, CO USA | Registered: Nov 1998
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