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What is a CLIENT or CUSTOMER – and when is a ‘client’ neither a client nor a customer?

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Impressive Printed Sandblast Entrance Sign

What is a CLIENT or CUSTOMER – and when is a ‘client’ neither a client nor a customer?

As one walks into a Stew Leonads physical stores (https://www.stewleonards.com/) there is a large rock at the entrance which states the store’s policy. It reads, RULE 1: The CUSTOMER is ALWAYS RIGHT. Rule 2. If the customer is ever wrong read RULE 1.

This is an amazing policy and a great focus on superb customer service, especially for the retail market. (For those of you who have never been to the store it an EXPERIENCE of note).

But is the saying true and valid for businesses that are not retail based? I suppose the truest answer is YES and NO. Yes, as it is a great target for customer service, and NO because since customers are also human, there are times when they too will NOT be right.

As a designer, manufacturer and installer of bespoke, customized signage, SignForce is NOT a retail distributor, and while we strive to follow the policy of Stew Leonards, there are times when we have to question if the policy that seems to work so well for the retail distributor can work equally well for a manufacturer that also falls into the category of service provider of signage.

A simple Google search (http://www.google.com) of the word CUSTOMER says the following:

customer, noun, a person who buys goods or services from a shop or business.

On the other hand Wikipedia (https://en.wikipedia.org/wiki/Customer) defines a customer as:

In sales, commerce and economics, a customer is the recipient of a good, service, product or an idea, obtained from a seller, vendor or supplier via a financial transaction or an exchange for money or some other valuable consideration.

In this writers opinion the Wikipedia is the better definition as it does not limit a customer to an INDIVIDUAL – the vast majority of customers, especially in SignForce’s business of supplying signage of all sorts, are businesses and corporates or institutions, NOT individuals.

What BOTH definition’s imply – or flat out explicitly state – is that a customer enters into a FINANCIAL TRANSACTION – meaning the customer receives something of value to said customer from the supplier who will receive FINANCIAL GAIN (read that as MONEY) for the goods supplied, so when a supposed customer does not pay for the goods, are they still a customer, or rather a liability and an expense?

I cannot speak for the world outside South Africa – but at the time of writing South Africa is a failed state (although many ill informed politicians and their cronies and ilk will argue otherwise) run by a poorly organized mafia (with no respect) known as the anc.

The once disciplined, moral and effective freedom fighters – or terrorists depending on one’s position (remember they are the two sides of the same coin) – did well to displace the apartheid government and have since failed dismally to show any morals or back bone or integrity or will or ability to build a nation – rant over.

The point being made is as a failed and further failing state – South Africa under the anc is doing all it can to follow the economic downfall of Zimbabwe and Venezuela, meaning doing business in South Africa is becoming increasingly difficult and costs of materials in South Africa, even when converted at US$ 1 to R20, are still prohibitive, making it extremely difficult for South African businesses to compete in the international market.

In 2023 many signage products can be acquired from China (no surprise) or America or Europe or the middle east (all big surprise) at lower cost than the can be made in South Africa .

As a South African based business this is scary as it makes a country, even with an atrocious exchange rate less competitive and will most likely only lead to greater job losses and more imports. A recipe for continued economic destruction.

When one is operating in such an environment – dare one say a war zone – this is sadly true as there are currently more violent deaths per day in South Africa (as a result of crime) than there are in most war zones in the world. This writer is not a statistician so please feel free to fact check my comments – one needs to ensure that ALL work time is compensated for, which once again comes back to wolves disguised as customers who are more than happy to prey on businesses that believe that turnover is more important than profit.

Part and parcel of the writers experience of of the signage industry over more than two decades is for people to ask for the world – based on an idea – and then over time refine the ideas until they come to a place where they are happy with what they see – both in vision and in associated cost.

As a signage supplier the typical South African attitude of I can do it myself, better and cheaper, comes at a huge cost in time (and often money). This includes prospects who are not yet customers requesting multiple ‘minor’ changes in design, revision in quote, etc., as even every ‘minor’ change requires a rework that can take hours. As such a quote that may take three to five changes can take longer to produce than the production of the signage, and this is all expected to be done at the signage suppliers cost.

So now assume there have been three changes to a quote and the graphic, and the client then decides that either they do not have the budget or they shop around using your intellectual property (IP) to get ‘competitive quotes’ – (remember they have not paid for your time that you are entitled to charge for) this is a topic of an entire book, not only a blog, and surprise surprise, they can get it CHEAPER.

When this occurs is the CUSTOMER or CLIENT still a customer or client as they are not paying for any of the sign suppliers input – both time and intellectual property (IP) – or are they an expense and liability that needs to be dropped for good – or in the thinking of this writer, charged for time if ever they approach the supplier again with the carrot (or promise) of potential future business?

Another question is at what point does the signage supplier disengage with ‘customers’ with all commitments of the supplier falling away. If a customer is with-holding final payment (we assume no business will be prepared to work without receiving an up front deposit) because some possible ‘snags’ are not being addressed, is it to be assumed that the signage supplier MUST make good and then fight on to get payment or should the client pay in full to fulfil their part of the financial transaction and then hope the supplier will make good?

Why is it that the often smallest cog in the value chain is expected to cover ALL the costs of prospect’s multiple mind changes and revisions, and is expected to not charge for their IP and time?

Sometime people we consider to be customers need to be fired so we can focus on PAYING customers who do not expect suppliers to work for free.

This writer is asking anyone WHO believes they may have answers to the various questions and issues to please contact the writer who will gladly take anyone who can give practical ideas for a cup of coffee in order to generate new ideas on how an industry which is seen so poorly so as to be on a par with second hand car sales, can educate clients sufficiently for them to get a grasp of value that they receive from their professionally made business signage.

SignForce is a full service signage supplier

If you are in the market for signage that will get feet into your business contact SignForce now on info@signforce.co.za or call +27 (0)11 440 7525 or WhatsApp +27 (0)82 558 6413

Find out more about the services SignForce offer by visiting http://www.signforce.co.za

The 4.5 Secrets of a Successful sign

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The 4.5 Secrets of a Successful sign

“Almost any sign is better than no sign – but not always.”

A successful sign needs to follow some basic rules, the most important being:

Legibility, Contrast, Size, Color and Competition.

1. Legibility:

Regardless of the color used, the size and the beauty of your sign, if your sign is not legible, it is not likely to achieve it’s objective of attracting viewers and potential customers. Legibility is determined by a combination of factors including the TEXT SIZE, FONT, TEXT COLOR and CONTRAST.

If the text is too small or too large, it can make the sign difficult or impossible to read. Either way people will most likely not take the time to read or try understand the message, and the sign will not attract the necessary attention, and will fail in it’s objective of attracting prospective customers.

The font you use can have a massive impact the legibility and understanding of your sign and it’s message. The writer remembers a sign that he always believed was for a beer company as the legible part of the sign read BREW. Turns out when the signage was replaced it was a design company. Their sign was almost totally illegible, had too much ‘noise‘ and the font was exceptionally difficult to read, especially in the short time one had to read the sign while driving.

The color of the text relates to both the text itself and the contrast between the text and it’s surrounds.

2. Contrast:

If your sign has little contrast it may look fantastic ion paper and also be classy on small items – badges, folders and the like. The lack of contrast tends to become more of an issue when the sign is large, the time to read is limited and the contrast is so limited that it is not easy to IMMEDIATELY differentiate between the text and the background.

Successful signs need CONTRAST. The greatest contrast is between BLACK and YELLOW. It may not always be practical or possible to use black and yellow – for example if your logo is green or blue or red or a combination – but if your logo is red and you use the same or a slightly different shade of red for the backing, the chances are that if you placed that sign on a billboard, your message would be lost.

3. Size:

In signage, the general rule is BIGGER IS BETTER! While BIGGER IS BETTER is true in the vast majority of cases, it is not always so. The larger the sign the further away the reader can be. That is simple. The larger the sign the larger the text, hence it is more legible from a larger distance. However, if the text is TOO LARGE for signs that need to be read from close up, then size of the sign can distract from the intended message, and at worst end up with the sign looking gaudy and unprofessional – something which could negatively reflect on your brand.

The question of SIZE also impacts the distance the sign may be spaced off a wall or backing board.

Free Floating signage is great in that it enhances a 3D look, makes the sign look modern and professional and helps attract attention while making the business look GOOD. This positive effect can be reversed when a sign is spaced too far off a backing board. If for example, your text is 100 mm high, and you have it spaced 100 mm off the backing board, not only are all the fixings visible – which can look very untidy and unprofessional – the fixings being the same size as the sign (in this example) often makes it look like the owner skimped on the signage, which could have a negative impact on the brand.

4. Color

As already stated color (colour) and contrast are essential for successful signs and signage. It is the writers view that the color you use in your signage should be as close as possible to the colour you use in your other promotional material. A little secret – most people will never see your letterhead close enough to your sign to do an accurate comparison. That said, our subconscious mind is an extremely powerful tool, and will pick up even slight variations that may look incorrect. If your subconscious sees or believes that a sign is incorrect, it is not uncommon for people to rather walk away and try an unknown brand than to use a brand that they know, they recognize and they trust, BUT not the fong kong LOOKING replica. This phenomena has been demonstrated to this writer on a number of occasions. (For more information on this phenomena you are welcome to contact the writer).

siBold colors work well in signs, especially when they contrast with the back ground. Because bold color works well with signage it is always recommended to remember that signs, like music, are not only about what one sees and hears, but about the SPACE around what one sees and the space between the musical notes.

4.5. Competition

Competition is not it’s own number as it may seem a little strange to think about when designing one’s signage, however, like most things in life, signage is SLEDOM seen in isolation.

If you are the only sign on a long road, with nothing else around for miles (kilometres for those on the metric measuring system), you can most likely get sway with almost ANY sign. A hand written board that is too small to generally get noticed could attract attention on a long open road as it is simply not the same as it’s surroundings, and could thus stand out enough to be seen. [Please remember that being seen does not necessarily equal being read or legible].

On the other hand, if you are looking to install a sign in an area that is almost overpopulated with a variety of signs that create sufficient visual pollution to give prospective viewers a head ache, if the sign does not have any ‘special features’ that make the sign stand out from the competition, the sign may not get seen at all.

Competition is a seldom considered factor in signage that has the potential to make a HUGE impact on the success of your sign.

For advise on signs that work contact SignForce now on info@signforce.co.za or call and ask for Arnold on +27 (0)11 440 7525 or WhatsApp Arnold on +27 (0)82 558 6413.

Find out more about SignForce by visiting http://www.signforce.co.za