I like to support the small local business, and as I needed some new signs made for my vehicle, I…read morestopped in to see what they could do. The gal who works up front is super nice, and helpful. She measured my car window, and took my info and thought it would be about $25 (comparable to Badge Busters two doors away). While I knew it might vary a little from her first guess, I said, let's proceed. She said the actual designer needed to get my artwork and give me an exact quote. So, I sent them an EPS (vector scalable) file of my exact logo/design.
A week later, I hadn't heard anything so I stopped in. They were confused and thought they sent it. Asked for my contact info again and that night I actually got the quote. For the big sign on the back of my vehicle, it would be $75.
I replied that I would like to see a proof just to make sure it looks alright and then let's go for it. (Three times the price of their competition, but I wasn't too worried.
Then I get back another email saying, it would be an extra $35 for "design". I was confused as I already did the design and gave them a perfectly finished piece of digital artwork. So, I called in to make sure I didn't misunderstand.
They said that even with my artwork, they need to charge a "design fee" as it is just standard policy. I asked why they needed to charge me to use my OWN artwork. They said, "Anytime we have to turn on the computer to do anything, it is $35" That is just the owner's policy.
I asked to speak to the owner and they asked why would I even want to see the proof before they did the printing.
WHAT? As a small business owner, I go out of my way to accomodate my clients and a simple request like, "Can I see it before you stick it on my car" would be the sort of request I would not think twice about. But, she kept repeating, "Sorry, that is our policy. We can't change it"
So, instead of spending over a $100 for something that should have cost $25, I am taking my business next door and hopefully, the owner can learn from this situation about how to provide some small level of customer service. In a commodity business like printing, there really isn't anything to make your business stand out besides how you treat your customers.
Then again, maybe I am such small potatoes that they don't care one bit about losing my business. Good for them.