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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

Setting a client’s expectations is an art in itself, and it takes a bit of finesse to come off like an expert, rather than a vendor making excuses. Being up front about your entire process, any challenges and any delays or issues is always the right way to operate. After all, that is what you would desire from any vendor you use and your clients expect the same. The truth always makes sense and you never have to figure out what to say: Just say the truth.

Vehicle wraps have so many steps involved that there are many opportunities for contention between you and your client. The purpose of this month’s column is to present a few of the most common areas for miscommunication, disappointment, and frustration based solely on the client’s expectations. Being proactive on these items should make for a happier client, which is always a good thing for us as the vendor.

The quote process
Providing a great solution begins with asking the right questions and, just as importantly, listening to the answers. With a vehicle wrap, you need to know the year, make, and model. You will also need to know everything you can about the application for this wrap. Keep mind that when I say “application,” I’m not talking about the installation; rather, I’m referring to the application in which this vehicle will be used. Is it a personal daily driver for a small company owner that will help increase awareness for his/her operation? Or is it a service van that’s part of a fleet that hopes to gain market share while parked in front of a house during a service call? These questions and answers will provide you with a good feeling of how this wrap will be used.

With that information in hand, you must keep an eye out for anything that would negatively affect the customer’s best interest. From the opportunity to quote the job to the day you deliver the vehicle, you need to guide the customer through the process as an expert.