Carol Sundberg
New Member
We just wrapped a Ford Transit van for a long-standing customer, a commercial & residential painting company. This is their first vehicle wrap so they're new to this game. It turned out great! I wasn't present when they picked it up but had spoken to them on the phone to let them know it was done. They were so excited & I was excited for them. Today, I get a call that they aren't happy with how it turned out. I told them to bring it by & I'll be sure to be in the office to look at it with my wrap crew. When the customer got here with his entourage (3 other people, are you kidding me?!), they pointed out every minor (barely there) wrinkle & imperfection. Granted, there are a few small wrinkles in those areas on a van that are more challenging to wrap, but definitely not an excessive number, well within what I would call acceptable parameters for a commercial vehicle. After some discussion, we came to a compromise; we're going to replace the "worst" area of the wrap. Of course, I'm not thrilled about it but it could be worse. My team isn't thrilled about it either. Who's to say they won't complain about the replacement? So my question is... How do address a customer's unrealistic high expectations of perfection?