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feedback: When to say no to a call out
How do others judge if and when to say no to a request to visit a potential customer on site?
Some people expect a site visit for the most mundane of quotes –
For example, an old customer (not a regular customer – we have only ever supplied one set of signs to them in the past) rang up today asking me to call around to discuss a new sign they need. I suspect the sign required will only need to be roughly A4 in size and will only contain a couple of names 🙄 In all honesty it will take me longer to go and visit these people to "discuss their requirements" than I am ever likely to spend on producing the actual sign.
This may seem a trivial problem – the obvious answer is not to go, but often you do not know ahead of the site visit whether or not this is a trivial job or not. Worst offenders are employees of larger companies who are often very adept at wasting not only their own time mine as well.
How do you politely deal with such requests without causing offence?
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9 Replies
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Phil, I get this all the time.
If its a big company I’ll always go out, just to show my face and press the flesh. Lets me see them, and them see me. It usually always leads to moire work, because few sign shops will go out for small stuff.
But, if its a small customer that I’ve done work for before, I’ll tell them I’m not in their area for a few days, so to get the ball rolling, can they send me their ideas in an email.
Usually, its just a case that they haven’t thought that far down the line.
When I get the email, and its a small job, I’ll ring them and say its a small job, if they like I can do it straight away, after they approve my artwork, and I’ll drop it of on my way past in x days.
If you are ‘matter of fact’ about it, most will accept the offer. If they still insist on me coming out, I tell them the time that suits me , a time tat I will literally be driving by to another job, and leave it at that.
Back in ’96, I got a call from a bloke that wanted me to discuss a small sign, and needed to see me that day. Normally I would not have gone out immediately, but I was driving past his door within the hour, so swung in his drive as I went past.
It was a very small job, and I would have been cranky if I had made a special trip.
That client ended up spending $30,000 a year with me.
I found out later I got the job simply because I was the only sign shop that turned up of all he rang.
Its a gamble I guess, but its worth remembering any small customer may one day be a big customer.
Does that help? 😉
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Nope – cos most of the time wasters I have ever come across were simply that – time wasters 😛 :lol1: :lol1:
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Phill
you dont need to cause offence by declining a visit,
just explain that you can give them a better service if they just tell you the type of sign they need and the dimensions, then you can give them a preliminary estimate before any site visit.It happens to us a lot, and Shane’s case is probably the exception, but most off the cuff inquiries we get for small stuff, that require a visit, are just what you say, time wasters.
Ask your bank manager to call in and see you about borrowing £100.
and see what his response is…
Peter -
We don’t do site visits anymore. Give us an estimation of the size of the sign and we will give you a price. If the client is happy to be spending in that ball park then we will go measure up and give a firm quote.
We’ve become more productive, more profitable working with people who actually wanted what we produce more so fielding inquiries from people who are just testing the waters.
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get customer to photo area, call in with picture,. that works
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Ditto to the photo.
Although most people can’t even resize a picture properly and send a HUGE-ass picture.
If I do give a phone quote based on their description I always cover my butt by saying "This is just a guesstimate" and warn them that the final cost might be higher or lower depending upon the real situation.
Also, if you charge a site survey fee (I do this if I have to drive more than 20 miles) it will weed out the tire-kickers.
Sometimes going that other mile with an in-person visit will seal the deal.
You may go out and bid on a p!ssy little job but next year they may remember your service when they need a big job.
Love….Jill -
I always ask my customer "Do you know roughly what it is you will be requiring" Usually the answer to that question can give you an instant decision whether to make the excuse that you are busy and it will take about 4 to 5 weeks to deliver, usually sends them scuttling back under their rock without offending them.
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Had call from a prospect wanting a pick up truck done and he left me an web address and a rough description of what he wanted.
Copied the artwork from his web page put it on some outlines and sent him a pdf.
He phoned back and said it wasn’t what he was looking for and gave me more description and told me the truck wasn’t the same as the drawing.
I asked him to send me a picture so I could get the truck right, he agreed and I did him a design form scratch.
Still with no picture I sent him the new design anyway urging him to send the picture in.
He phones up ecstatic saying I must be physic its just what he’s looking for.
I again ask him for a picture to get the exact van.
I’ve never heard for him since. that’s a month.
Think I should have visited him.
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quote James Martin:Had call from a prospect wanting a pick up truck done and he left me an web address and a rough description of what he wanted.
Copied the artwork from his web page put it on some outlines and sent him a pdf.
He phoned back and said it wasn’t what he was looking for and gave me more description and told me the truck wasn’t the same as the drawing.
I asked him to send me a picture so I could get the truck right, he agreed and I did him a design form scratch.
Still with no picture I sent him the new design anyway urging him to send the picture in.
He phones up ecstatic saying I must be physic its just what he’s looking for.
I again ask him for a picture to get the exact van.
I’ve never heard for him since. that’s a month.
Think I should have visited him.
He’s no doubt given that design to a local sign shop who’s not had the design skill, but was cheap. 🙄 You’ve probably saved him a fortune.
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