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Tuff customer

DizzyMarkus

DizzyMarkus

New Member
Morning all -- I have a situtation and I am the one feeling terrible lol

I have a customer who is absolutly the workst at making up her mind. I had a signed proof with all her changes she liked included, made the sign, hung the sign (second floor), recieved thepayment and all was well. @ weeks later she called me wanting to know if I could change some text as it was kind of hard to "see". No problem -- an additional fee was setup and agreed upon so I went and removed the sign to have the letters changed per her request. She comes to my shop and decides she wants to change everything on the sign now (glad I'm not married to her lol). Fine again, but as I explain she is asking for a whole new sign and it will require the same amount as the original sign I did in fees, minus the cost of the Ultrabond panel. She flipped out, even after I showed her the signed proof to complete work (whew lol) So I gave her 1/2 the cash back and the sign. Were clear --She packed up her 4 kids, Husband and and left We live in a very small town of about 14,000 and it doesnt take much for rumors or bad words to travel around. Everybody knows everybody lol.
I also have to mention she did all the original stuff over email and phone after repeated attempts to get her to come and finalize the sign at my shop.

Just looking for some various resolutions used by others

Markus
 
S

signguy 55

New Member
I think the first mistake was refunding any money. I have on my work orders that deposits are nonrefundable. I got burned ONCE by a customer kind of like you described, had cut the board to shape and spent time on the design and said never again would I let that happen to me.

So in your case she gets a completed sign that she signed off on and approved and half her money back???? Even an ugly sign will make her business money.

Also with emails and internet the excuse " I never came by to look at it" doesn't hold water. Looking at it on my monitor is different than seeing it on your monitor??? I don't think so.

Her going around telling everybody about you is not worth worrying about.

- - - Updated - - -
 
M

mark in tx

New Member
More than likely everyone knows how she is. Best bet is don't comment on her to anyone else, that just feeds the gossip machine. If anyone asks you what happens, you don't talk about other customers is all you need to say.
 
SignManiac

SignManiac

New Member
Make her feel guilty. Tell her that you had to go to the emergency room the day before with severe chest pains that were a result of her indecisiveness. The stress from her inability to accept her signed proof was just too much for you, and that you feared having a stroke or heart attack. That might make her realize how difficult she is...
 
John Butto

John Butto

New Member
The only resolution is for you to change. Your the professional, you should have known the letters would be too small to read. You should have stood your ground on the design, but that is water under the bridge. Then by agreeing to take it down and redo it admitted to her that it was a mistake on your part and you should have told her not to do it in the first place. She feels now that you were trying to get more money and take advantage of her and she will have that story to tell others. You should call her up and tell her that you are going to redesign the sign the way you feel it should be done and tell her no charge. When she tells that part of the story to others they will feel you are an honest business man. Write the loss off at tax time and add it to your business advertising cost.

- - - Updated - - -

The only resolution is for you to change. Your the professional, you should have known the letters would be too small to read. You should have stood your ground on the design, but that is water under the bridge. Then by agreeing to take it down and redo it admitted to her that it was a mistake on your part and you should have told her not to do it in the first place. She feels now that you were trying to get more money and take advantage of her and she will have that story to tell others. You should call her up and tell her that you are going to redesign the sign the way you feel it should be done and tell her no charge. When she tells that part of the story to others they will feel you are an honest business man. Write the loss off at tax time and add it to your business advertising cost.
 
threeputt

threeputt

New Member
Giving her money back is impossible for me to fathom. Like saying no to your three year old about something, they continue the bad behavior, then start screaming so you give them a cookie.

Think about it. If you had made the sign, but it wasn't "to specs" she would have a legitimate gripe. But from your telling of it, you did precisely as agreed upon.

I wouldn't worry about public opinion if you're conducting business properly and above board.

My 2 cents is all.
 
Z SIGNS

Z SIGNS

New Member
Ah the old make and install me the sign that I signed off on and if I don't like it I expect you to do a new one for free customer.
This would be a great job if you didn't have to deal with people.
 
Jillbeans

Jillbeans

New Member
Why in God's name would you have issued her a refund?
She was being unrealistic, sounds like she made you feel guilty for her many mistakes and bad design choices.
I wouldn't give a rat's *** what she says to anyone about me, anyone who knows her probably also realizes what a vapid twat she is and wouldn't care anyway.
Never work without a deposit, at the very least. At most, if you have even the teeniest suspicion that a client will be problematic, make them sign off on everything, and even make them pay completely in advance so they can't blame you and try to get that type of discount.
About 95% of customers are really really good. 4% are just so-so, but 1% are truly jerks, are probably jerks to everyone they do business with, and are not worth the hassle.
Love....Jill
 
DizzyMarkus

DizzyMarkus

New Member
Thanks guys -- I got a deposit, completed the sign, hung the sign, got paid the balence for the sign and this call was 1.5 weeks later. For those of you that wonder why I refunded half--of the final yet NONE of the deposit. Someone mentioned word travels fast in small towns and being my second year in, I dont want "issues" lol. Jill you are right, I am sure others know what they are dealing with, with her. I guess I still have a soft heart but I am learning lessons the hard way. Sure I was in the right and had paperwork to show but really for $225.00 refunded wasnt worth the possible outcome and I am rid of a problematic customer.

thanks everyone for the insights, its nice to "pool" a collective of experience from you guys.

Markus
 
ProWraps

ProWraps

New Member
did she give you half the sign back?

you need to stop worrying so much about word of mouth from people that do you dirty.

if you think for one minute this lady did this to you and you only, your insane and need to grow some balls in your business.

everyone in your town that has dealt with this lady knows this is her M.O. and her mouth is the least of your worries.

dont worry, you will figure it out over time.
 
Bly

Bly

New Member
My policy is if we screw up we pay to fix it.

If the client screws up they pay.

Giving them something they specifically order and sign off on is not my mistake.
Small town? Soon everyone will want you to redo their stuff for nothing.
 
GAC05

GAC05

Quit buggin' me
That's rough. I'll admit that I have done similar in the past.
What I learned is even though you tried to satisfy the customer with the refund they will most likely still bad mouth you as soon as they are out the door. It's just not worth it to try and pay off an unreasonable client.
Live and learn.

wayne k
guam usa
 
Billct2

Billct2

Active Member
maybe I'm dense.
You made and installed the sign and got paid.
Then she wants to change it so you go and take the sign down, letting her know there will be an additional charge.
Then she decides she wants it all changed and is pissed because she has to pay almost the original cost.
So you give her half of her original cost back & the sign?
 
signage

signage

New Member
I can not figure giving her half of what she paid for when you did twice the work than was originally agreed to. I think she got the best of you and I would hope she doesn't tell other or they will want the same!
 
4R Graphics

4R Graphics

New Member
You never give a refund unless what you did is wrong period.

As for small town word of mouth and being only 2 years into the business do you want everyone to know that if they give you grief that you will give them there money back and there sign.

You need to grow a pair in your business was a great comment.

If you do what they want and have approved and they dont like it tuff sh#@ thats what they asked for.

Why do so many customers feel that the sign company does not operate by the same rules as any other business??? Example why do they think that prices ar negotiable why do they think they can change there minds and not be billed for it.

Go to a plumber and ask him to re do your shower pipes and when he quotes you see if his prices are negotiable and when you hire him and he puts the hot on the right and the cold on the left like you asked him to do (because you want to be different) and decide you want it back the right way see if he will do it for free or better yet give you half your money back and fix the pipes.

Your actions I am sorry to say are the reason so many people try to treat the rest of us as if we are silly little garage businesses that they can tell us how we are going to run our businesses and what we are going to charge.
STOP DOING THIS FOR YOUR SAKE AND THE OTHER SIGN GUYS NEAR YOU!!!!!

Tell your customer what the price is and dont budge never give a refund (unless you messed it up) and always stand your ground you are the business owner dont let your customers tell you how it is going to be and what it will cost.

Sorry for the rant just so tired of this industry being treated this way.
 
heyskull

heyskull

New Member
You should not have refunded a dime.
Once you did that you (not the customer) accepted their was some problem.
I now realise that customers who sign of a proof never look at anything and should be made to understand once the item is signed of that is exactly what they get and any changes especially a complete rework would incur additional costs.

In my early days I had a cheap *** customer wanting a sign for his wifes jewellery shop.
It had to be Black in Colour with white wording, on ordering it he insisted it had to be the cheapest cheap material possible and insisted it to be made of foam gloss PVC. May I say he stated the material to be used.
Well he was warned that this material fixed outside would buckle in the heat and was not the correct material to use.
But he was adamant he had a tight budget and besides the sun never touched the shop.
The sign was fitted and the guy paid up the following day saying how wonderful it looked.
Three days later this wonderful gentleman stormed back into the shop screaming that the sign was all rippled and buckled wanting it to be removed and the more suitable material used. But..... did not want to pay for removal, disposal and refitting and only wished to pay for the difference in material!!!!
His words were "we could re-use his current sign for another job", nothing to say that it had fixing holes and vinyl graphics applied to black gloss pvc face that was impossible to remove without scratching!
After much ranting and threatening we ejected him from the shop with words from him such as "he would take us to court" and " we would never make get away making another sign in this town he would tell everyone" etc.
So that night I posted him a copy of the signed proof on which he agreed materials and on which I had marked "unsuitable for use" and never heard from him again!
Ten years later the sign is still there (buckles and all).

The signed proof is all you need if it causes problems with other customers I would suggest framing it and placing it in your office for others to view.

SC
 
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