So... My sign shop got an order in for 20 real estate signs 18x24 with steel frames. We told her that a job like that typically takes about 3 to 4 business days. She wanted the frames to be able to use rider signs, and she wanted us to pre-drill the holes in the frames to accommodate those riders. In order to do that, I had one of the people I had in her area that day for other reasons go to her home (over 25 miles away from our shop) and get a spare rider sign
As I started the layout process, I was told that there were 3 realtors, the main realtor was getting 10 signs, the others were getting 5 each. At the time I was under the impression that there was going to be one layout with just swapping the names out... no biggie right?
I get just about done with the 18x24 layout, and it turns out that the realtors were mistaken, and that the signs were actually 30" tall x 18" wide. That sucks, but the design was modified easily enough (less than 3 minutes) that I didn't want to ding them with a fee for something so simple.
On the last 18x24 proof I sent this customer, she had everything approved except I had the email wrong. I switched everything over to the 30x18 and fixed the email.
As I'm finishing the first layout, I start getting emails from the other two realtors with what they want on their signs. I email all three realtors immediately back letting them know that there would be additional fees for each layout. They agreed and all was fine.... or so I thought...
The main realtor really needed a couple 18x24 sign faces fast for frames she already had. I get the original design printed out and applied to the sign. She was showing a house that day in the city directly north of mine, so I had a guy run it out to her, because she HAD to have at least one that day. What sucks is that I never fixed the email, so we made a temporary one out of coroplast and a plastic frame and drove it out to her home as a sort of apology for getting those signs wrong. I told her we'd fix the 18x24s, but she didnt have them there at home, so I thought when she picked up the 30x18's, she'd bring me the faces to be redone.
This is where it all goes to hell. The sign frames come in from our fabricator and we pre-drill holes for the riders. We notice that two of the holes she wanted to use would have covered up some of the lettering on the rider we got from her, so we used different holes on the riders along the side of the frame. She was going to show the house in our area again, so I had a guy run the completed signs to her, expecting her to have a check ready.
She told the guy I sent that she didn't have her checkbook on her and that she'd arrange the payment the next day, so he gave her the signs. We get a call the next day, but instead of trying to pay us, she's telling me how disappointed she is with these signs. She didn't like that it took 7 business days to get them, also some of the riders didn't fit and they aren't drilled exactly like she wanted. She was also angry that we haven't given her a new set of 18x24 faces. I emailed her the next day explaining that 30x18 was a custom size for all of our sign frame manufacturers (we actually checked) and that we were at the mercy of the fabricators. The day after we got the frames in, she got the signs, which was 7 business days total. I let her know I was more than willing to drill holes in all of her current rider signs free of charge so that they would line up with the holes we drilled. I also told her that I was more than happy to reface the signs we gave her, as I had already told her. The only thing I asked in return was that she bring them to me, as I was getting busier in production and wouldn't be able to spare a guy to drive 25 miles(again) one way to go get them. I told her that I didn't charge her for delivery, and the times we have picked things up from her or brought things to her were done as a favor for her, not as a service to her. I told her I couldn't send a guy in the near future, because he's not a delivery driver, he's a production worker and he has a lot of work to do.
She has flat out refused to bring them to me, saying that we never told her we charged for delivery, so why should she have to pay? She proceeded to become very condescending, telling me (in her own words): "Have someone come here with a drill and I can personally show them how real estate signs need to be done. I am sorry, I thought you did these and knew what you were doing is why I picked you over the other two companies I was talking to."
She also said: "As far as the signs you messed up, I had to put them at properties because you were taking so long to get me my signs and need them replaced as soon as possible being the wrong e-mail. Again, you are going to make me go out of my way to make it right? I have never had a sign company not deliver to me and especially since you did not say there was going to be a charge it is not an issue. "
Just a few minutes ago I emailed her back, telling her that if the customer doesn't request something to be quoted, such as a rush fees, delivery fees, or field installation fees, I don't quote it. She requested a price for 20 signs (that turns out to actually be 3 different orders with 3 different invoices) but never asked about delivery. I don't know what to do at this point. Am I wrong? What should I do?
At this point, I'm thinking I'm going to send her a bill for the remainder that's due on receipt. If I don't have a check in the mail within 3 days, I will look up her listings and pull my signs.
Any helpful ideas?
As I started the layout process, I was told that there were 3 realtors, the main realtor was getting 10 signs, the others were getting 5 each. At the time I was under the impression that there was going to be one layout with just swapping the names out... no biggie right?
I get just about done with the 18x24 layout, and it turns out that the realtors were mistaken, and that the signs were actually 30" tall x 18" wide. That sucks, but the design was modified easily enough (less than 3 minutes) that I didn't want to ding them with a fee for something so simple.
On the last 18x24 proof I sent this customer, she had everything approved except I had the email wrong. I switched everything over to the 30x18 and fixed the email.
As I'm finishing the first layout, I start getting emails from the other two realtors with what they want on their signs. I email all three realtors immediately back letting them know that there would be additional fees for each layout. They agreed and all was fine.... or so I thought...
The main realtor really needed a couple 18x24 sign faces fast for frames she already had. I get the original design printed out and applied to the sign. She was showing a house that day in the city directly north of mine, so I had a guy run it out to her, because she HAD to have at least one that day. What sucks is that I never fixed the email, so we made a temporary one out of coroplast and a plastic frame and drove it out to her home as a sort of apology for getting those signs wrong. I told her we'd fix the 18x24s, but she didnt have them there at home, so I thought when she picked up the 30x18's, she'd bring me the faces to be redone.
This is where it all goes to hell. The sign frames come in from our fabricator and we pre-drill holes for the riders. We notice that two of the holes she wanted to use would have covered up some of the lettering on the rider we got from her, so we used different holes on the riders along the side of the frame. She was going to show the house in our area again, so I had a guy run the completed signs to her, expecting her to have a check ready.
She told the guy I sent that she didn't have her checkbook on her and that she'd arrange the payment the next day, so he gave her the signs. We get a call the next day, but instead of trying to pay us, she's telling me how disappointed she is with these signs. She didn't like that it took 7 business days to get them, also some of the riders didn't fit and they aren't drilled exactly like she wanted. She was also angry that we haven't given her a new set of 18x24 faces. I emailed her the next day explaining that 30x18 was a custom size for all of our sign frame manufacturers (we actually checked) and that we were at the mercy of the fabricators. The day after we got the frames in, she got the signs, which was 7 business days total. I let her know I was more than willing to drill holes in all of her current rider signs free of charge so that they would line up with the holes we drilled. I also told her that I was more than happy to reface the signs we gave her, as I had already told her. The only thing I asked in return was that she bring them to me, as I was getting busier in production and wouldn't be able to spare a guy to drive 25 miles(again) one way to go get them. I told her that I didn't charge her for delivery, and the times we have picked things up from her or brought things to her were done as a favor for her, not as a service to her. I told her I couldn't send a guy in the near future, because he's not a delivery driver, he's a production worker and he has a lot of work to do.
She has flat out refused to bring them to me, saying that we never told her we charged for delivery, so why should she have to pay? She proceeded to become very condescending, telling me (in her own words): "Have someone come here with a drill and I can personally show them how real estate signs need to be done. I am sorry, I thought you did these and knew what you were doing is why I picked you over the other two companies I was talking to."
She also said: "As far as the signs you messed up, I had to put them at properties because you were taking so long to get me my signs and need them replaced as soon as possible being the wrong e-mail. Again, you are going to make me go out of my way to make it right? I have never had a sign company not deliver to me and especially since you did not say there was going to be a charge it is not an issue. "
Just a few minutes ago I emailed her back, telling her that if the customer doesn't request something to be quoted, such as a rush fees, delivery fees, or field installation fees, I don't quote it. She requested a price for 20 signs (that turns out to actually be 3 different orders with 3 different invoices) but never asked about delivery. I don't know what to do at this point. Am I wrong? What should I do?
At this point, I'm thinking I'm going to send her a bill for the remainder that's due on receipt. If I don't have a check in the mail within 3 days, I will look up her listings and pull my signs.
Any helpful ideas?
than deal with most of them again.
