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difficult customer… what would you do?
Just wanted people’s thoughts on this one..
having previously discussed and agreed on the size and dimensions
of a swing sign with a guest house owner in my town…
when I arrived with it today to hang it he says
“oh no.. that’s too big, I can’t have that”
“but.. er.. this is the size that you asked for..??!” I reply, a bit lost for words
“well I don’t want that one, it’s too big” he tells me, throwing in a blank stare for good measure
(this sign is 18mm marine ply with 5 coats of paint)
“erm.. you mean you want me to make another one?!” I enquire.
“I’m not paying for that” he informs me.
“look, this isn’t like a shirt” I tell him, “I didn’t get it off the rack
and can just swap it for a smaller one, this has been custom made
just for you”… he remains unflinching…
– here’s the dilemma, I dont care too much about this guy but I have done
a lot of signs for many of the guest houses in that area, they all know each other, get a bad rep and I could lose future jobs…
was wondering how my fellow signwriters would handle this? -
17 Replies
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one question: when you came to agree on the job did you get anything in writing?? ie: a proof of the design that he had to sign or approval of the quote??
if not i would cut your losses and try to sell him the sign for a “Discounted Rate ” and in future do something as above.
I had a similar problem when i first started out and since then i always 1. quote stating size, materials and price, 2. proof the artwork and get the client to sign it off, 3. do the job. it saves a load of hassle when the client moans about the product they have agreed to buy.
Hope your probs get solved mate
roffs
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Dear Mr Brush 😀
What we dont know (apart from your name) is if you got any signed artwork/deposit from the customer, if you have then thats all to the good to press your case, but im assuming you havent, in which case I would say cut your losses and move on if the customers difficult, you wont get a bad reputation from one non customer.
John
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Did you have him sign off on a proposal or contract with the size specified BEFORE you did the job?
If so, you are in luck…he has to pay you.
Signed proposals are crucial in our business, unfortunately.
The very thing happened to me once, on a special custom-ordered expensive HDU sign. It had faux marble painted accents and was lettered in blue reflective vinyl. The size was written right on the proposal.
The client signed off on it and I made the sign. (double-sided using 2 blanks)
I had to hire an installer, and they came and picked up the thing and delivered it. Immediately she called, irate. “It’s too small!!”
I reminded her that she had agreed in writing to the size.
She still sent it back and just to shut her up, I peeled off the copy, changed it, and added two more smaller panels to it, then sent the installer back again.
She still bitched about it, but she paid me for it.
….5 years later, it is still up…..
People suck. They complain to try to get free work.
Please don’t let him rip you off.
Who cares what he says to other businesses in the area….your work should speak for itself.
If all else fails, go to his establishment with several friends, rack up a huge bill, them walk off wearing a blank stare.
Love….jill -
well.. I was standing next to him when we offered up a tape measure
to his old swing-sign and he said the new size he wanted,
and then wrote the dimensions down in front of him!
But I know what you mean.. get it agreed on paper first!
I usually do this, especially with designs, just wasn’t expecting it this time.
Besides, he never argued that I had turned up with the wrong size,
he more suggested that I should have somehow used my psychic powers
to know that he’d picked a too big size.
“you should have come down with the wood after you’d cut it and offered it up” was one of his many helpful comments -
oh, and I did give him a pro-forma invoice for the materials,
was about 25% of the job, which he gave me happily,
but nothing was signed,
was more worried about losing future jobs,
all the guest house owners know each other, and me.
If they are tighter with each other than me.. they may end up looking for
a new signwriter, no matter the quality of my work -
like your thinking jill 😀 😀 😀
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I would call his bluff and walk away from this.
Keep his 25% deposit and tell him never to call you again.
I suspect he’ll cave in and pay in full for the sign. He’s expecting you to offer a discount now that the sign is made – don’t fall for it.
Let him know that just as he is well in with other guest houses in the area you are a gold member of the UKSG. And , as you intend to publish his name on the bad debts and problem customers forum, this may mean he finds it difficult to find a signmaker prepared to do any work for him in future.
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get a pal to book a room when he leaves get him to tell the guy the bed wasn’t as big as he expected the breakfast was too big the shower was too small blah blah
ask for a discount and then tell him he would get more business with a bigger sign 😉 -
The last time this happened to me I was told by the customer the sign was too small – could I make it bigger!!
I can’t make that sign bigger I told him – but I can make you a bigger sign if you wish.
I sent him a quotation for a bigger sign (along with my bill for the smaller sign). He paid up in full (but didn’t bother to get the bigger sign).
He’s still a customer so I wouldn’t worry about offending him . He’s trying it on and will respect you more if you call his bluff.
You’ll only get a poor reputation if you treat someone badly. He’s treating you badly (not the other way around) so demand some respect from him. He won’t “bad mouth you when he knows he’s the one being the @rsehole.
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Take the sign to him, and say “well it’s no good to me, I’m going to chuck it in the bin, you can have it if you want..”
leave it a few days and i can guarantee, it will be up on his wall, then take a picture or two of it on his wall, and demand the full money or you’ll take him to court, he will argue that you said he could have it, you say “Did i?? i don’t remember that….”
Or saw it in half, and say “is that small enough”
Simon
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Hi All , new to this forum lark. Really impressed to see sign people talking to each other and not hiding trade secrets like it used to be
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quote Ric:Hi All , new to this forum lark. Really impressed to see sign people talking to each other and not hiding trade secrets like it used to behi ric…if you sign up to uksb member you will find out all the trade secrets!! 😀 i take it you have been in the business for a while? 😀
(my turn to be nosey) 😛
nik
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Yes Nik. a long long time! started my business in 81. as a trad. sign writer. seems like yesterday.[/b]
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im with dex and phill on this 😉
simon, :lol1: :lol1: 😉
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Client sign-off is the ONLY way to go, combined with a 50% deposit before work commences.
If they have put their signature to a final sign layout, it indicates they have checked EVERYTHING about that sign, including dimensions, fonts, colours, spelling. That way, if anything goes wrong, you are completely in the clear every time!
I don’t often make mistakes, but I think the onus falls on the client for final checks. I am also very upfront, and state that once they have signed we are locked in to that design, come hell or highwater! This usually gets them double-checking details fast!! After all, they are paying for it in the end…
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thanks for the advice, gonna have to re-design my pro-forma invoice
now to include a client signature 🙂 -
just for the record I dont think you need a signature on the pro forma, I normally take a deposit and then get the customer to sign an illustration that sais- “This is your proof please check carefully and mark on the drawing any changes you require” or words to that effect, he gets a copy I have one
sorted – no complaints 😉
John
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