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Need some moral support....

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Old 1 Week Ago Jun 16, 2017 11:22:58 AM -   #1 (permalink)
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Default Need some moral support....

I got a text late this morning from a phone number I didn't recognize saying "Hi, just checking what time today my shirts will be ready." So of course I said "Who is this?" Waited about 20 minutes and texted again "I guess you have the wrong guy."

She finally texted back with a name, which I remembered from a phone call a couple of weeks ago and now the weird thing is that I've sent several more texts and left a voice mail with no response. If I was supposed to do something today which I have no notes, emails, or recollection of I need to know immediately. It's Friday afternoon and we're quickly running out of time.

I hate more than anyone to disappoint a customer but at what point does a customer bear some responsibility for making sure everything is on track? Two weeks (at least) and a cryptic text on the day she needs them? Did she really think I had done the job and was just keeping it to myself?

(Sorry, I might delete this, because it's more to convince myself than anything else...LOL)
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Old 1 Week Ago Jun 16, 2017 11:31:44 AM -   #2 (permalink)
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Default Re: Need some moral support....

Did they come to you and do a bid or do you have anything in writing or in a text about supposed to be doing the job? Sounds like something is up... I would personally call them and not text and find out the story behind it,They might have contacted you and another shop for it and maybe they are confused on who is doing what. I really wouldnt stress unless they have something from you that you are supposed to be doing it. CALL THEM ,Dont text....
 
Old 1 Week Ago Jun 16, 2017 12:13:31 PM -   #3 (permalink)
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Default Re: Need some moral support....

Thanks Dwayne, I did call and finally got ahold of her after three hours of trying. I had emailed her a catalog item last week and she asked how much they'd be. Apparently I missed that email and she assumed I was printing. (Now that's a customer who has complete confidence; most of them would have checked back in at some point..)

Anyway she only needs two for the event tomorrow and I'm going to do them with transfers and deliver them this afternoon. So I'm good again LOL.
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Old 1 Week Ago Jun 16, 2017 3:11:25 PM -   #4 (permalink)
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Default Re: Need some moral support....

lol. glad to hear you got it figured out. That could of been a bad ordeal lol.....

When i deal with customers thru email or facebook etc, i always tell them they need to call me no matter what to verify or authorize the order and with a email as well for back up saying its a go, Verbal phone call doesnt always prove someone said "Go Ahead" So that email from them is "Important".It fulfills a legit contract agreement.. I never start a job without having a personal phone call and email to back it up or unless a payment or deposit was made which would of course show it was a go to start..
The only other time i would do a job without 1 or the other is if its a current long time customer that has never ever flopped on me and has always paid ..
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Old 1 Week Ago Jun 16, 2017 3:32:23 PM -   #5 (permalink)
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Default Re: Need some moral support....

I usually do that too. Verbal instructions are a bad idea, especially when they start doing the "change two mediums to a large and an XL" routine. I always make them redo the list of sizes and email it so I have something to refer to.

I got so busy last week that I didn't follow up on it like I should have, but still it's a bit of a reach to assume someone is working on something when they haven't shown a proof or quoted a price......
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Old 1 Week Ago Jun 16, 2017 3:53:35 PM -   #6 (permalink)
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Default Re: Need some moral support....

Quote:
Originally Posted by Ripcord
I usually do that too. Verbal instructions are a bad idea, especially when they start doing the "change two mediums to a large and an XL" routine. I always make them redo the list of sizes and email it so I have something to refer to.

I got so busy last week that I didn't follow up on it like I should have, but still it's a bit of a reach to assume someone is working on something when they haven't shown a proof or quoted a price......
Neil, glad you got it figured out and taken care of, it just goes to show that a lot of moving parts keep us busy and I personally tell my customers to put everything in an email - NOT TEXT - as that is the only way I can keep all the comms associate with the jobs in a folder to include the final approval that I must get via email. I'm getting older and my memory is not as good as my email program But just like your last comment today I had a very good repeat customer (probably 40 jobs in past 3 years) place an order and like a space cadet 15 emails back and forth all day. Finally approved price and design and place the order. An hour later "One last change". . . If I took that as a phone call on Monday morning that change would have been forgotten.....and me skrewed stuff happens, we just try to keep it to a minimum! Have a great weekend!
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Old 1 Week Ago Jun 16, 2017 8:01:59 PM -   #7 (permalink)
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Default Re: Need some moral support....

Thanks Larry, I like to remind myself at times like these that not every business cares about their customers quite as much as I do. I'll never forget the time I showed up at the post office at 5:01 with a box in my hands and they almost broke my nose when they slammed the glass door in my face.

So I spent the whole afternoon driving to Denver to get two shirts, did the heat transfers and delivered them at 7pm, but they gave me a couple of beers while I was at their house. It's all good in the course of a lifetime...
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Old 1 Week Ago Jun 16, 2017 9:41:25 PM -   #8 (permalink)
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Default Re: Need some moral support....

you guys start work with just a verbal go ahead? for us job starts when the cash is transferred to our bank account, or if you're a broker, you deliver your shirts to my shop.
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Old 1 Week Ago Jun 17, 2017 8:55:42 PM -   #9 (permalink)
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Default Re: Need some moral support....

Quote:
Originally Posted by Ripcord
Thanks Larry, I like to remind myself at times like these that not every business cares about their customers quite as much as I do.
Actually, keep reminding yourself there are lots of businesses that do care for their customers and will gladly care for yours too. Keeps you grounded.
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Old 1 Week Ago Jun 18, 2017 2:27:19 AM -   #10 (permalink)
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Default Re: Need some moral support....

Easily done. All of us probably get several very vague requests every week.
Are people loosing the ability to communicate effectively?
The customer has so many ways of getting in contact - it used to be phone, email or walk in the door. Now they can text, message us on numerous forms of social media and fill in a form on the website. None of the more recent methods seem to require they formulate a coherent request, that can be responded to in any meaningful way. Even emails sent from smart phone come as a vague one liner. I am always getting on line messages along the lines of 'How much are your shirts?'. No quantities, styles or information on the print, so I have to respond with a question that gets another one line response.
Apparently 'OK, thanx.' is the new way of signing off on an order.
 
Old 1 Week Ago Jun 19, 2017 8:06:46 AM -   #11 (permalink)
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Default Re: Need some moral support....

hell no i am not taking ok thanks as an approval. haha.

if we send request for approval and they say ok looks great, we reply back with - you must explicitly state this is approved for print. please reply with the words approved to start this order.

that way there is no ambiguity. ok thanks, looks great, none of that means approved start printing.
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