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First customer of the year and he’s a ******
I just couldn`t believe it, this morning is our first day of the new year, 9.30am, we have mountains of mail and emails to answer… I was really stressed out.
In walks a customer asking if I can match a font, shows me a print out.
I said possibly, but as we have at least 5000 fonts it`ll take a while.
he says 2 its ok, I`ll wait"………………. WTF
Ok, that`ll be £40 please, he looked puzzled, "for what?"
The hours work you have just asked me to do, I replied.
He storms out calling me a rip off merchant.
New year..New start. its my way or the high way. (hot)
I must admit I did feel good all day after that.. LOL
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25 Replies
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good on you…
you cant phone directory inquiries looking for a phone number "that is a computer based search in seconds" without being charged for it. yet folk think nothing of asking us for our time.
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way to go, don’t suppose you know why he wanted to know.
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quote Chris Wool:way to go, don’t suppose you know why he wanted to know.He wanted a line of text changing on a banner…. £15 max.
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i have a long standing customer. gets vans and the odd shop done. but the jobs are few and far between. very nice guy but never ever does he get given a price and he complains. not in a bad way, we always get the work, he just grumbles. however, 9 out of 10 times he comes in is "ALWAYS price increases" for Ice Cream! :lol1: i just laugh and say are you the only one that’s allowed to increase rices or make any money?
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lol, it’s mad eh!
posted this on my facebook page at 11pm last night…
quote :Just had someone call me….Customer…. “I want some vinyls for a transit mate, how much?”…
me…. ” it’s 10:45pm mate I don’t know what you need, can you call tomorrow with more details?”…
Customer.. “yeah but can you give me a rough idea now?”
…. “erm, not really as you’ve given me nothing to go on, can you please call back tomorrow?”….
Customer..”you can’t give me a rough idea now? ….
“of course i can mate, at this time of night it’s £200 more than I’ll quote you tomorrow”…. Customer..”how much is that then?”
in the end I said to him that i’d call him today and that it was too late to be discussing business out of hours. i’ve phone three times….. twice no answer, left voicemail on the second, just tried a third and a woman answered "what do you want? he’s not talking to you because you were rude last night and wouldn’t answer his questions" … I said that he’s off my xmas card list now and hung up before she could! unbelieveable!
have just sent a couple of pals down to a unit near hastings to put up a pair of 10×5′ dibond panels – was fairly urgent, the guy only expected me to show up yesterday and do it, I explained that it wasn’t safe in 60mph+ winds on a 4m scaffold tower. he then phoned back saying a couple of staff would help .. ffs!! i suggested that they can fit and i’ll supply only for £50 delivery, he chose to wait til friday but as it’s gonna get nasty again this week I sent the lads down between the winds!
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When he phoned at 10.45pm last night you should have given him John Wilsons phone number instead :lol1:
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quote Phill Fenton:When he phoned at 10.45pm last night you should have given him John Wilsons phone number instead :lol1:
:lol1: :lol1: :lol1: :lol1: :lol1: :lol1:
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Hugh
Why not get a send mobile for work, then you don`t have to answer it after hrs.
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never thought of that Phil!
Denise, I don’t mind taking calls to a certain time, 8pm is acceptable if i’m not doing something. most people wouldn’t dream of phoning after 9pm! I only have the one mobile so can’t really turn it off, the answerphone (i think) says to call the mobile during normal working hours only!
being a tight ar5e, I only have free to view sky and my internet is done by tethering though the iphone (unltd ‘3’ contact) so no need of that/ home phone!
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now i’ve got some numty wanting to return white reflective tape because… it’s silver, ffs.
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Pleased you guys have twits too.
I had a guy ring me the other day. Hadn’t seen him since the last job 5 years ago. He says he has employed another sign shop to redo his shop, but the new guy will not get up the ladder the measure my signs to do a quote.
I’m on holidays and enjoying a day out with the kids, he rings me and wants to know the size of the signs I did.
I said ‘mate, that was 5 years ago, I’ll have to get back to the office and check my archived files’
He says ‘ what! it was only 5 years ago mate, can’t you remember?’
When I said no, then he gets filthy and tells me he found it unbelievable that it wasn’t something I could remember easily. I just laughed.
Anyway, got back home and logged in to my server at work, found the sizes and sent him a text.
Drove past the signs yesterday and discovered that sometime between when I did them 5 years ago and now, the lightboxes in the industrial centre have all been replaced with smaller ones… and I didn’t do them
I considered ringing him, but decided against it.
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quote Shane Drew:I had a guy ring me the other day. Hadn’t seen him since the last job 5 years ago. He says he has employed another sign shop to redo his shop, but the new guy will not get up the ladder the measure my signs to do a quote.
Shane, do you mean he was calling you asking for the sizes of his sign, so the new sign guy could make them?
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quote Robert Lambie:quote Shane Drew:I had a guy ring me the other day. Hadn’t seen him since the last job 5 years ago. He says he has employed another sign shop to redo his shop, but the new guy will not get up the ladder the measure my signs to do a quote.
Shane, do you mean he was calling you asking for the sizes of his sign, so the new sign guy could make them?
Yep, rude eh….
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I won’t repeat what i’de have told him, but the second word would be "OFF!" 😀
seriously though… some folk think the world owes them a favour. 🙄
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:lol1:
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quote Shane Drew:Drove past the signs yesterday and discovered that sometime between when I did them 5 years ago and now, the lightboxes in the industrial centre have all been replaced with smaller ones… and I didn’t do themI considered ringing him, but decided against it.
😀 😀 😀
Nice one Shane.
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I am already so sick of "customers" (not really paying ones but people calling or emailing me who only want the cheapest possible price) I’m finding it hard to be friendly and professional sounding when I reply to them.
Yesterday someone emailed me my own sketch I’d done for another customer who is his pal, wanting a "price break" but only wanting to order one banner.
Another yay-hoo called, having been referred to me by a real long-term client, pretty much wanting something for nothing. When I told him I didn’t do what he needed he said he would just call one of my (the numbers are legion) competitors. Have at it.
Love….Jill -
I would like to be a fly on the wall when the new signmaker turns up to fit the signs that are to large because he wouldn’t climb up a ladder himself lol
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They are still out in force.
I had a couple visit me, who wanted full colour printed vinyl to go onto two windows. Their jaw hit the floor when they got the price.
In the end I offered them 4m of red vinyl, and some white cut vinyl lettering, which they were going to fit themselves. I explained that this option would be better as we can add some full colour images at a later date, and was within their budget.
The husband came to collect it on Friday, and I asked if he was confident about installing the vinyl. ‘yes, i’ve done it before it’s easy’
I explained why I had not layered the vinyl up on the bench, as I haven’t visited their shop, and if the window frames aren’t straight, they can compensate for it, trim off the excess and then stick on the lettering straight.
Wife comes in today, ‘I am not happy, it looks unprofessional’ She was happy with the products, but by the sound of it, the husbands made a right mess of things, and somehow it’s my fault.
What do these customers expect. They want it to look awesome, but cost nothing, and then go and fit it themselves.
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Around our town it looks like a new limo company have set up business as every lamppost has a bit of white correx with their name and mobile hand written ( badly) in marker pen.
For a company that should promoting style and class… they can`t be bothered to spend a few quid on proper made signs.
Best of it, we screen print lamppost signs from correx, 50 cost £3 each..
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quote David Hammond:They are still out in force.I had a couple visit me, who wanted full colour printed vinyl to go onto two windows. Their jaw hit the floor when they got the price.
In the end I offered them 4m of red vinyl, and some white cut vinyl lettering, which they were going to fit themselves. I explained that this option would be better as we can add some full colour images at a later date, and was within their budget.
The husband came to collect it on Friday, and I asked if he was confident about installing the vinyl. ‘yes, i’ve done it before it’s easy’
I explained why I had not layered the vinyl up on the bench, as I haven’t visited their shop, and if the window frames aren’t straight, they can compensate for it, trim off the excess and then stick on the lettering straight.
Wife comes in today, ‘I am not happy, it looks unprofessional’ She was happy with the products, but by the sound of it, the husbands made a right mess of things, and somehow it’s my fault.
What do these customers expect. They want it to look awesome, but cost nothing, and then go and fit it themselves.
Out of interest David, how did you handle and resolve that complaint?
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I explained to the customer how we come to this situation.
a) I gave you what you wanted within your budget
b) You decided to fit it yourself, rather than pay me to do it.
c) Your husband claimed he knew what he was doingI even invited her to get their business manager to contact me, as I have provided the materials they received.
It would be like me going into B&Q buying some wall paper, and going back asking for a refund because I can’t get the pattern to join up, and it’s full of bubbles and wrinkles.
She left, and I am expecting another call. For the sake of 4m of material, I would replace that FOC.
I just didn’t take nicely to me getting the blame.
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Good Morning David.
Why replace FOC. I am all for good customer service, but then theres being a mug.
The other day, I took an order for a pair of plates at the shop. I wrote it down in front of him.
It was M65 and for some reason i wrote M64, I shook my head saying I`m going daft, re-wrote it and then asked him to double check the reg was correct.
When he collected the plates he walks out of the shop, then 2 mins later comes back in and said I`ve done them wrong. It should be a N not M.
I explained how we talked about my first mistake, and how we laughed about be having a blonde moment, and I reminded him i asked him to check what I had writen down on the form….
There was no way I was going to do it again. FOC. He agreed I had asked him to check what I had writen and paid up again.
The customer is always right…… but quite oftern a KNOB!
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quote Denise Goodfellow:The customer is always right…… but quite oftern a KNOB!
:lol1: :lol1:
eloquently put Denise… certainly accounts for a few of mine.
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I may just steal that quote.
:lol1:
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