by MyVinylDesigner
25. October 2010 05:25
So your customer enthusiastically takes her vinyl home and hangs it crooked on the wall. Do you offer to replace it free, replace at a partial expense, or what?
If you have retailed your vinyl in the appropriate price range, you will have a cushion to work with. Our thoughts:
1- Remember that little acts of kindness always help your business in the long run. Most customers feel bad about asking for replacements. Offer to replace the order at no charge ... or if the order is being shipped, ask the customer to pay just for shipping.
2- If your customers are local, offer an installation service. If people know your services are free over a certain amount (like $85-$100), they'll generally buy more vinyl to get that service.
3- Determine to do installations on a particular day of the week. Let the customer know that you'd be happy to help them install it "next Wednesday" or "next Thursday". Don't be willing to drop everything to help at that moment. Hanging vinyl isn't a quick-to-do job and it isn't a life emergency. Safeguard your schedule so that you can help without resentment. Most customers will understand.
4- Customers generally only make this mistake once ... so look at this opportunity as a one-time chance to show them what exceptional customer service you offer.
5- Send scrap vinyl with first-time orders so that customers can practice hanging. Cut out chunks of messed-up vinyl orders, overlaid with transfer tape, and set the chunks aside to give out as needed.
6- Consider using the following tools when the order is finished:
7- Add some extra linear measurements or brackets to the design before cutting, so that customers will have more concrete guides for alignment. An example:
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