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Customer relations….today’s experience – share your own.
AKA
"How to lose customers and gain self respect"
We’ve had a few customers lately that have absolutely no respect for the work we do, or the prices we charge.
Van: £450 in reality, but we’d do it at £350 since he and his wife are a repeat customer.
Flipped out and informed me that he knew how much materials cost and ‘offered’ me £200.
I laughed at the ridiculousness of it all as it’s costing £100 in materials and half the day to do it…Ooooh, didn’t like that.
After a tirade of abuse from this angry little man including "I will depart from my present location, embark on a journey to confront you and resolve my issues with fisticuffs" ….(just make it a bit more ‘colourful’)…
We politely let him down today after again being informed that "I can buy it on ebay cheap, I just don’t know how to stick it on" / "XXXX signs will do something similar for £200…but I didn’t like their designs"
Now…I only need to get rid of my "tar yer drive dare mister" / "I can get forday of dem back home fer £40, hunnerd percint god’s honist truth" clientèle…
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5 Replies
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I have it here all day long.
"I have a logo" (they send a hideous Word file)
"My old sign company did those for $12" (old sign company has gone out of business)
"How much for that corrugated plastic stuff just blank?"
"I bought an electric sign off eBay how much to strip it and re-letter it?"
"What kind of paint should I use to paint my own sign? What color?"
"How much to do my new sign at the mall?" (they send the mall guidelines, which never mention size or type of sign other than the fact that the sign can’t be a painted one)
Some days it’s just not worth answering the phone or looking at my email.
Love….Jill -
Today:
"Hmm that’s a bit more than I wanted to spend – Can I buy the sticky stuff from you and cut it by hand?"
I gave up.
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I’ve asked 8 other companies to quote on it but I like your quick response, if you can drop the price by xxx Ill let you have the job.
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Well after 4 years in the trade. Im going to have to sign my first van in comic sans! Customer requested it. I tried to explained the difference between fonts how they represent your business image. Then did a mock up of her van. And one of my own. E-mailed the customer with the same price.
Got the go ahead today please go ahead with the comic sans font!
Well its money. But am not excited bout doing the job!
Martin
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last week…. Classic rush job to part wrap on a nice new VW Caddy maxi sport… Customer in a fix van needs to be done in next 24hrs can you help… please, please, please…. van dropped off at 4pm payment upfront as agreed but £100 short !
Turns up the next morning and says, "That looks great, are you in a rush for the rest of the money can I pay the end of next month…… ! "
My response….. "As long as you’re not in a rush for your Van Keys !"
Simply didn’t enter his mind that I’d been working until midnight to meet the deadline and get his van out on time !
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