Signwork Should Never Just Be “Good”

I HOPE YOU GUYS know I write these columns pretty much off the cuff. I mean, I don’t plan them, I have no Grand Scheme for the next 12 months, no flow charts, no underlying agenda … none of that. Every month, I write about a current, real-life situation that we are experiencing. It’s raw, it’s in the trenches, it’s real. As you follow our adventures, we hope you take our victories (and failures) to heart, because we lay them bare … and that in some way, they make you a better sign professional.

Usually, I speak directly to business owners. But hopefully, all you employees reading these columns gain valuable info as well. This month, I’m talking to all of you.

These last 40 years, we have struggled, stressed, scraped and clawed our way to success. Never once has it been easy. It’s been a lot of fun. But easy? What is this word you speak of? Sign pros cannot comprehend that. Honestly, all business, no matter what the industry, ain’t never “easy.”

Today we were talking to a decades-long friend of ours. The kind of friend that would do anything for you and vice-versa. I had recently recommended a client of ours to paint his new, badass house. A $17K, substantial project for this burgeoning paint company.

My friend reported they did a “good job.” Uhhh, what? “Good?” What is this word you speak of? Why was it just “good?”

While the overall (street view) was beautiful, the detail, precision work was not. Overspray in areas not protected. Splashes of paint all over his paver walkway. Sections sprayed light, or missed altogether. You get the idea.

Good. But his wife wasn’t “blown away.” (Gotta keep the wife happy!)

My friend reported these issues to the paint company owner. He responds, “I shoulda sent my good guy out.” (Can’t make this stuff up, y’all.) Now me, as a referrer, expected him to send his “good guy.” And that’s what I promised my friend when I stuck my neck out. Now I’m a schmo to all concerned. But here’s where it matters to owners and employees of any business:

I promise you, that paint company owner had no clue his guys didn’t provide stellar service and impeccable results. That’s what he sold my friend. But he was not on site. He didn’t peruse the final results. He never confirmed that my boy was happy with the work he dropped $17K on.

My friend isn’t going to sue him, or even make him come back to fix the mediocre work. It’s not that drastic. He’s going to tighten it up himself over a weekend with the leftover paint. But think he’s ever gonna call my painter again?

(Think he’s ever gonna ask me for a referral again?)

Here’s the point. It’s difficult. We still struggle with it continually. As a company grows, an owner cannot possibly be on all jobsites to ensure the employees deliver the best-quality product promised to the customer.

All you employees, you want more money, right? Then you better damn well step up and make sure that customer gets the $17K paint job he paid for.

Your boss, or “how the business is run” may very well not be to your “liking.” But listen to me, owner and employee, the only way to have sustainable success, is to make sure your client receives the best product possible. Good isn’t good enough. Anything less than the best and eventually, both you owners and employees will be wondering how you’re going to pay your bills next month.

Make sure your work is better than “good.” It’s all that matters.