Sign & Digital Graphics

November '19

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40 • November 2019 • S I G N & D I G I T A L G R A P H I C S WRAPS DIGITAL GRAPHICS lar cars (you know who you are, HHR). By explaining some of the basics in regard to the wrap-installation process and how the materials work, then the client can better understand and appreciate how you come to your dollar value for performing the work needed. The same time and communication should be invested with every new cli- ent project, whether it is a full commer- cial wrap, spot graphics or color changes. Like many of you, I've rolled my eyes at the thought of all the time that can be involved to really review all of these details and man- age your customer's expectations. Even a shop with a past of great customer satisfac- tion can benefit from spending more time managing expectations. The more you practice the process, the better you will be, and the more categories of your life such as employee and vendor expectations, can be better managed. Once I've asked all my questions, lis- tened, asked more questions, really listened, then I explain what we do, the manner and why. I then am sure to close the conversa- tion with this question, "Do you have any other questions I can possibly help with?" Nearly 95% of the time, the response is "No, I think you have covered everything." This is exactly what I'm looking for and hopefully for them to realize and feel com- fortable about entrusting my team to be a good fit. We now try to offer much of this same info even when we respond to online wrap quote requests. When we send a quote out, we also are sure to provide them with a link to our FAQ page and urge them to contact us with any additional questions or con- cerns they may have. It has been only a few months since we implemented these changes, but it has already been a big help in many key areas and overall has helped save us time by answering questions that preferably should be addressed early on. The more we practice these steps, the better we hope to help our clients. People do business with people they like, and people like others who are honest and inform them of what they can honestly expect. SDG Ask lots of questions, then listen to what the client is in search of, how the wrap will be used, and what is most important to them.

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