When and Why Sign Companies Fire Their Customers

Do you or don't you: Plus, what shops wish new customers would appreciate most when ordering.

Published

7 months ago

September 24, 2023

Signs of the Times Staff Signs of the Times September 2023 Issue

QUESTION:

Do you occasionally but semi-regularly drop any customers?

Yes: 63%

Problem clients, too pushy, rude, inappropriate behavior. — Thomas Nance, Signarama Downtown, Louisville, KY
Want stuff too cheaply or too fast of a turnaround. — Michael van der Melen, The Media Works, Norwood, ON, Canada
The client that keeps asking for more changes and doesn’t want to pay. — Gwen Snow, Innovative Sign Systems, Vista, CA
As we evolve, some project types no longer make business sense, so we try to point clients with these types to suitable sources. — Scott Muller, Trademark Visual Inc., Phoenix
We’ve moved on from customers if they’re constantly beating us up on pricing and have unrealistic expectations. — Jamie Potvin, Metro Sign & Awning, Tewksbury, MA
I have learned that some customers will never be satisfied no matter what. The headaches aren’t worth the profit. — Rob Tafflock, Tafflock Signs & Graphics, East Northport, NY

No: 37%

All customers are salvageable but it is up to the company to make them good customers. — Louis Desantis, Sign Shop Illuminated, Colorado Springs, CO
We have dropped customers, but that is under circumstances where they feel they can treat us poorly over and over. — Angela Goffstown, Boyd Sign Systems, Englewood, CO
When we can/should, we will fire customers for combining a few bad traits like slow pay, constant complaining, not nice to work with, etc. — Bobby Lynett, Pa Signs, Scranton, PA
Firing a client is rarely done but it has happened. It’s easier to just raise our pricing to weed difficult clients out. — Ken Davidson, Davidson & Co., Marietta, GA
Not really, but we definitely should. — Corey Shano, Associated Sign Co., Phoenix

QUESTION:

What does a customer have to do for you to “fire” them? (Check all that apply.)

Orders have fallen below a minimum
3%
Consistently late or slow to pay
63%
Excessive changes for jobs
30%
Rude or pushy with you or your team
65%
Disrespectful to you or your team
82%
Other (everything’s a rush, dishonest, price shop my drawing)
21%

ONE QUICK QUESTION:

What do you wish new customers would understand or appreciate most when ordering signs?

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Signs of the Times Staff

Signs of the Times has been the world leader in sign information since 1906. Contact Signs of the Times' editors at editor@signsofthetimes.com.

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