GRAPHICS PRO

WRAPS '21

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42 • WRAPS • 2 0 2 1 G R A P H I C S - P R O. C O M falls short of that mark, whereas excellent customer service exceeds the customer's expectations. We should always strive for excellent service because, honestly, it will make or break your business — and it's not difcult. Last week, a guy came in with two car doors that he wants us to wrap in black carbon ber. In the process of talk- ing with him, he said, "You know, I've been calling around to get this project taken care of, and you guys answered the phone!" Every time I hear this — and unfortu- nately, it's often — I have to roll my eyes, because seriously, if you're going to start a business, advertise your services, and put your phone number out there, then answer the phone. Run your business professionally and don't dabble, because otherwise you're wasting everyone's time and making the industry look bad. Reliability goes beyond just answer- ing the phone, though. It's also about get- ting the customer an estimate promptly, providing a proof when you say you will, and completing the wrap on-time to the standards you promised. COMMUNICATION We had another customer come in a week ago that has a new Winnebago camper van. It's all white with a couple of windows on each side that are spaced out a little weird. The customer wants to break up all the white by having us wrap the inset area around the windows in gloss black. We'll run Knifeless Tape inside the indent, cover the entire space, and trim out around the windows. Pretty straightforward project. We were the fourth or fth company that this guy had stopped by to get a quote. We went out and took the neces- sary measurements and went over what he wanted. We looked at the obstacles and explained the Knifeless Tape so he knew we wouldn't be cutting on his vehi- cle. We also assessed the windows, which have blobs of black silicone squishing out around each window in a fairly signi- cant amount. We explained that we recommended trimming the excess silicone off around the windows because it would be dif- cult to trim around silicone that exes and would likely leave white gaps. The customer said that others had mentioned that, but I don't think he was completely clear on the signicance. So after a bit of talking and explain- ing, I asked if I could show him what I recommended. Taking a knife, I care- fully slid it along the edge of the window, not entirely cutting all the way through. With a plastic scraper, I quickly slid off the excess strip of silicone. I showed the customer how the window was still sealed; we just got rid of the excess. A bit of residue was left, so I grabbed the Rapid Remover, sprayed a bit on a cloth, and wiped off the residue, following it up with an alcohol wipe down. The whole process took about five minutes, but that right there earned us the job. The customer appreciated us explaining why we recommended what we did and that we also took the time to show him and then cleaned up the win- dow, proving our nish work would be clean. The customer had admitted right off the bat that he was quoting around, so there was an indication that price was a signicant factor, but in the end, our customer service, not our pricing, earned us the job. BEYOND THE DEPOSIT Customer service doesn't stop once the customer gives you the deposit because there are still expectations throughout the process. Exceeding the expectations is what earns repeat clients and helps you build your business. After we signed the contract with the pool plaster company, we expected they would start on the job within a couple of weeks. More than two months passed before we received a phone call, "Hello, we wanted to know if we can come out tomorrow to drain your pool." Uh, what? They had started on the right foot, and we chose them for their initial customer service, but we were hesitant to move forward after two months of silence. Ultimately, we decided to continue with them, but not until we let them know that we were not happy with the lack of communication. To their credit, they were good about texting us from then on out to let us know when they would be out again. KNOWLEDGE When a customer comes in or calls us about a wrap project, they typically have many questions. It's not what they spe- cialize in, and wraps aren't inexpensive, so clarication of questions is expected. A big part of customer service is prov- ing your knowledge and experience. A customer wants to know we'll take care so there was an indication that price was a signicant factor, but in the end, our customer service, not our pricing, earned Customer service doesn't stop once the customer gives you the deposit because there are still expectations throughout the process. Exceeding the expectations is what earns repeat clients and helps you After we signed the contract with the pool plaster company, we expected they would start on the job within a couple of weeks. More than two months passed before we received a phone call, "Hello, we wanted to know if we can come out tomorrow to drain your pool." Uh, what? C US TO M E R S E R V IC E

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