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Awkward customer.. What would you do?
Hi all,
Just wondering what others would do in this situation:
We were asked to quote for & new front for a light box sign (5900x720mm)for a new customer. Went out to view & discuss needs with customer. Perspex appeared to be in good condition & decided that best option for customer was removal of old vinyl lettering & application of new graphic printed onto translucent vinyl, (keeping cost down by avoiding new perspex).
Artwork was then drawn up & pdf’s sent to choose from, they duly made their choice & approved the artwork via email.
The graphics were then outsourced to a very reliable printers, arrived with us & we went out to fit.
(by the way we were initially contacted on a Tuesday & they asked if the sign could be fitted by the following Monday, we said we’d do our best, artwork was not signed off till Monday morning, we had sign fitted by Wednesday Morning)
3 hours of vinyl removal & fitting later we stood back & admired the sign, then went to get the customer from within. I said "your sign is finished, would you like to come out to view it & make sure your happy before we go?" He did & we stood chatting for about 5 minutes more outside regarding some other small bits of signage he was contemplating having done. We then said goodbye & went on our merry way, another job done & a happy customer 😀
Then about 2hours later I had a call from the design office, saying that the customer had called to say they weren’t happy with the colours on the sign, that it looked different to the proof that they had viewed on their laptop & that they had asked several other people what they thought & they all agreed the sign looked like it had been there about 10 yrs & had faded badly & therefore they wanted it replacing.
We explained that the colours on their pc screen would obviously not match the finished print exactly & as they had not specified that they wanted a specific colour matched to pantone refs etc. We offered to go over the matt finished vinyl with a gloss laminate, but that wouldn’t do.
I contacted the printers to double check everything their sided was working ok, i.e. colour profile for printing onto translucent vinyl etc, & all was well.The margin was small enough on this, as new customer & recession & all, If I agree to change the sign & re do it with cut vinyl (probably the cheapest option & we can do that in house) in principal I feel we would be admitting the sign was not right, when in fact it is as the pdf. & I would end up slightly out of pocket but at least paid. Or should I go & remove the vinyl & tell him where to go (Very tempting but, not good for business or my bank balance)
Let me know what you think
Thanks
Regards
Myles
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