Customer had problem with me outsourcing

[tsgstl]

I am in the finishing stages of a month long quote/proof process with a customer needing partial wraps on 2 vans, box truck and a generator.
He wanted to finalize the deal and get me started early next week. He called at the end of a Friday (always the most stressful time for me) and got my wife/office manager. She went through the process outloud to see when we could actually get started. When she mentioned that a 3rd party was actually laminating he kind of freaked out and told her he was very uncomfortable with this. I still had one last proof to send him on the generator and I added this in the email.

"The second thing brought to my attention was that you were uncomfortable with me outsourcing my lamination. I understand your concern and hope that I did not mislead you in anyway. I have always outsourced my lamination and will continue to do so until the cost of this process outweighs the cost of the equipment. I have never had a problem with lamination that affected the customer in anyway. 99% of any vinyl application that fails has absolutely nothing to do with the lamination process, but in the poor quality of the laminate. And I assured you when I met you that I would stand behind any work I did for your company and have absolutely no problem putting it in writing. I have been in business for ten years next month so I am not going anywhere."

I have never ran in to this problem before. And was wondering how any of you would of handled it. I have a great relationship with my laminator I buy all material he laminates and charges per sq ft. Done it this way for years. It is a very large order for me. I am extremely busy so I will not lose any sleep (now, maybe later)

 

[StarSign]

Lamination is done at our other facility.

 

[wedosigns]

Let him know that laminating is all they do. They are laminate specialists, and are truely the best or you would not trust them with your prints, beside it frees you up to do more designs or installs.

 

[TwoNine]

I'm gonna piggyback on wedosigns here a bit. I'd also remind them that it does save them money for you to have it done this way because you don't have the overhead and lease payments on this type of professional machinery that is used to keep their prints lasting for years more, than other methods being used in some sign companies. Another good analogy that may work better for them is to use a high end car shop for example - they send their plating work, their engines, etc - not because they can't do it themselves - but because there are better skilled people using much better equipment to complete their end goal project.

Just a thought - I hope you have good luck with your customer.

-Chad

 

[Custom_Grafx]

I would first try to find out what made him so uncomfortable about it, then address it from there.

More than likely, he got a 'bad' feeling for whatever reason (past experience etc) and felt like it's too late to back out, hence the frustration/disappointment on his end.

I don't think you need to tell him your life story about costs/equipment, that's not really his to know. Like you already said, it's how you've always done things. Good enough. Remind him to focus on the end product, service, quality.

 

[CheapVehicleWrap]

Unbelievable.

 

[tsgstl]

I would first try to find out what made him so uncomfortable about it, then address it from there.

More than likely, he got a 'bad' feeling for whatever reason (past experience etc) and felt like it's too late to back out, hence the frustration/disappointment on his end.

I don't think you need to tell him your life story about costs/equipment, that's not really his to know. Like you already said, it's how you've always done things. Good enough. Remind him to focus on the end product, service, quality.

It's funny your first half of your post answers my explanation. He did have a bad experience with a guy that is no longer in business. He told me "what good is a warranty if I can't find you"

 

[tsgstl]

Thanks for the responses everyone. I just got home and got to read them. I didn't want to lie or exadurate (even though my percentage may have been off) I am not ashamed to not own a laminator, I get a lot of it done free because of the business I give them. Space and overhead just don't meet my demand. If a customer is turned away from my decision so be it.
I just thought I would beat myself up all weekend over my response to him. And a lot of time I come across harsh and I tried to not come off that way. I was pretty upset, I don't make the vinyl so I didn't understand his side whatsoever. Anyway thanks again

 

[Rydaddy]

Two things:

- Your customer doesn't need to know where it is laminated

- BUY a laminator

 

[MakeMyGraphic]

or you can see if you can pull the wool over his eyes and tell him your lamination process required time to "cure" and offset the time by the amount of time it takes your laminating company to do your laminating and viola! Looks like you did it all in-house though it is kinda not 100% honest LOL

 

[GAC05]

"99% of any vinyl application that fails has absolutely nothing to do with the lamination process,"

I don't think I would use this in a communication with a customer.
He won't remember context just:
99% - vinyl - fail

wayne k
guam usa

 

[FS-Keith]

how in the world did the lamination location even come up?

 

[Mosh]

I never tell customers how things are produced, in house or not. I think they should just be concerned with the finished product. Letting people know you outsource is not a good idea, they will think they can just skip over you and go to the source.

 

[tsgstl]

Normally it would have never came up, my wife covered for me as I was busy with another customer. It happened and I am not going to beat her up over it. I told her it wasn't necessary and I am positive it won't happen again. I have many very close customers/friends that I do business with. Talks of everything down to cost of goods comes up with many of my customers. So I could see why when she was describing outloud each step telling him how long it would take, it happened. She is far more valuable to me than the money I would lose on this job.

 

[zmatalucci]

B E A T H E R!!!!


Joking;-) Sh-t happens. Move on!

 

[knucklehead]

Good thing you don't outsource the PRINTING, and Lamination like I do. Could send the feller into some sort of medical condition.

 

[Farmboy]

I think you handled it well.

 

[Techman]

Tell him you outsource yoru materials. So waht difference does it make?

Also tell him to kiss yer patootie. It's not his business to worry about how you get your products.
Sometimes I wonder who the helol they think they are?.

 

[cooltouch]

You handled it very well! No shame in subbing. We all or most do it some how, some way. By the way hello from Saint Louis!