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Correctly Setting Expectations

(October 2010) posted on Thu Oct 07, 2010

Best practices for handling client expectations for vehicle wrapping

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By Jared Smith, vehicle wrapping

Let’s start with the quote. If you did not include graphics for the roof on a van for example, make sure you call out that detail. If the quote is for a Chevy Avalanche with the plastic panels where vinyl will not stick, again call that detail out. Clearly state the warranty details, as well as what is included and what is not. Be up front about how long the vinyl on the hood will last. Let them know that the window perf material is not warrantied as long as the rest of the graphics.

My point here is that if they get quotes from three vehicle-graphic producers and you are the only one that informed them of these details, the client will likely see you as the expert, giving you an edge over your competition. They can start to build a trust with you, like the good mechanic that your whole family goes to, who will always tell you the truth. Whether the new is good or bad, it is most important that you relay the truth as early as possible. It takes years for some people to get this simple point: Start out every job on a good path by clearly communicating the details of the quote.

Assuming you get the job because “the client appreciated your candor as to the limitations of the materials,” it’s now time to let the client know how the process works, how long it will take, and what happens if the client misses any of the process deadlines. This is the time to under-promise and over-deliver. Think very hard before you make the rookie mistake that I made for years: telling the client how fast you could get their first design proof done. The client will be much happier if you deliver a proof in three days, as promised, as opposed to delivering it in two days when you promised them one day.