Forget What Business You Are In?
Do you know of businesses that do forget what business they are in?Today I went and picked up some magnetic signs that we had printed at a local (Lubbock) FastSigns franchise. I've had some other work done with them in the past, and have been pleased with what they produced. This time, I had them do two different versions of a single car magnet and we brought them some proofs about a week ago.
After I paid for both of the signs (2 pairs), I noticed that one of the imported graphics on the sign had a dark square overlayed on it. It is probably not noticeable from more than fifteen or more feet away. However, when I noticed it, the clerk said, "Well, that's what the file had - we just printed what was on the file" or something to that effect. I think that put the onus on me (the client) as the problem.
This began a lot of deliberation between myself, the clerk, the graphic artist (theirs), and someone else from FastSigns. Apparently, the best solution that they could come up with was that, although it's not on the proof, that the background of one of the imported graphic is off by a slight amount. For instance, the graphic might be #88AAFF and the background might be more like #88AAFD. As such, the box got printed -- and the whole graphic was, in my opinion, ruined. Everyone treated it as a minimal issue at best.
During this exchange, another gentleman came in and picked up a sign. He and the clerk had a slight back-and-forth exchange about how clients would "nit pick" over "just a sign", and that they were working with a client and were on their "fourth revision". I got the feeling that they thought that this was a bad thing.
I wonder how they would react if their own sign had the same problem? What if at&t or Dell or Amazon.com's signs were messed up?
I think they forgot - they are not in the sign printing business.
They are in the image business.
[I was able to resolve my problem with them, and they'll be redoing the problematic sign, and eight more for me. Which is great customer service -- and I highly recommend their company.]
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