So… as part of a much larger job a client ordered four custom built bookcases from me, after seeing the kitchen cabinets we built. They like very simple but nice Scandinavian style stuff, something I’m very fond of too. Been breakingggggg my butt on these. These clients are excellent payers, and appreciate top notch work, but very passive aggressive and very pushy about getting what they want when they want it. They were pushing hard to have the bookcases installed tomorrow. Stayed late last night to finish assembling them and in all humility, they are d*mn pretty, and went together like a Swiss watch. Even the guy that works for me, who has the typical GenX low key demeanor looked at them and said “wow… that’s nice work”.
Needless to say, there was no way these were getting stained and topcoated in one day. Generally I think I’m very good at getting clients to face the reality of how long things take but these people just wore me down with the whining and pestering, so I took a shortcut.
LESSON ONE: Shortcuts and top quality are mutually exclusive.
I used Minwax Polyshades in my HVLP. Sprayed a few scraps, tweaked the gun a bit. Looked OK. Then I started spraying the side of the first bookcase. Unbelievable banding. Looked like I used a spray can. Stopped, fiddled a bit more… same thing. Made me want to cry. Thought I was doing something terribly wrong. Called Graco who seemed at a loss. Called the paint supplier who also seemed surprised but said “gee… could it have something to do with the Polyshield?” Called Minwax and BINGO “that product doesn’t spray well, especially in an HVLP” (might be nice to include that on the application notes on the label, BTW). Needless to say, I about threw up. Called the client and told them that essentially, my attempt to meet the deadline caused me to use a new product (an admittedly bad idea) and that I’d now have to sand it down, clean it up and do it over the right way. I think they realized that their pestering contributed (at the very least) to the problem, but asked when I thought they’d be finished now. I told them “they will be finished when they can be finished properly, maybe three days, maybe four”.
Lesson Two: No amount of whining, pestering or cajoling can change how long it takes to do things properly.
(OK, maybe there’s a third lesson: “Don’t let clients push you into forgetting Lesson #2)
I hope there aren’t too many more lessons to be learned in this business… or at least not that are this aggravating.
PaulB
Replies
Lesson 1b: Polyshades is best left to DIYs tryuing to save the unsaveable.
Welcome to the
Taunton University of Knowledge FHB Campus at Breaktime.
where ...
Excellence is its own reward!
Lesson 1c.... polyshades is best left on the store shelf...
Life is not a journey to the grave with the intention of arriving safely in a pretty and well preserved body, but rather to skid in broadside, thoroughly used up, totally worn out, and loudly proclaiming<!----><!----><!---->
WOW!!! What a Ride!<!----><!---->
Forget the primal scream, just ROAR!!!
Edited 9/9/2005 12:06 am ET by IMERC
I'll admit I buy a lot of stuff from lowes. They sell Minwax stain, but I skip that and get the Olympic which I have good luck with. Today I was in Home Depot with a friend and were were looking for stian. I asked the <intelligent looking> sales girl where the stain was and she showed me. I asked if they had anything other than Minwax, and she said "oh no, this is the best available ... all the pros use it".
"When asked if you can do something, tell'em "Why certainly I can", then get busy and find a way to do it." T. Roosevelt
Pros that do shop there don't ask the sales clerk anything. they look, buy what they know works, and leave the store incognito.
"it's what all the pros use", means it's what we make the most profit on, and we stopped carrying the Olympic products because when we mark it up to an equal profit level as the Minwax, it doesn't sell.
It becomes a self fulfilling prophecy. Their sales numbers support the claim that it is a more popular product, so it must be the choice of pros.
Dave
"it's what all the pros use", means it's what we make the most profit on, and we stopped carrying the Olympic products because when we mark it up to an equal profit level as the Minwax, it doesn't sell.
There ought to be a translation dictionary for retail.
Example no. 1- "50% off" means we marked it up 200% from our original price then turned around and advertised it as 50% off.
Example no. 2- "Last chance to save" means the last chance to save till the next 'sale' a few days from now.
Example no. 3- "Paying for an item which is marked 20% off" means spending 80% of 100 you should'nt have spent to begin with.
Anyone else have any examples?
"Buy now and save 50%" - Don't buy at all and save 100%.
I asked the <intelligent looking> sales girl where the stain was...
At least she didn't show you her dress! (Sorry, I know it's tasteless, but I couldn't resist--I actually thought you were going to say that!)
Even with the addition, great example. I need to bookmark that. And oh so true. I'll resist the soapbox urge. We'd be here all nite. :-)
"If you pick up a starving dog and make him prosperous, he will not bite you. This is the principal difference between a dog and a man." - Mark Twain