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Re: Beer signs arcing???

Posted By: SVP Neon Equipment
Date: Tuesday, 28 January 2014, at 7:44 p.m.

In Response To: Re: Beer signs arcing??? (Neon Creations)

> Thanks a ton for the detailed response,
> Mark.
> Now, the more relevant question at the
> moment... what do I tell the customer?

> In the past I've split the cost of a second
> repair with them, but that's mostly because
> I don't want them to think I'm ripping them
> off. Like they bring their car in for an oil
> change, then I tell them this, this, and
> that are broken too.

> I'm sick of being the nice guy on these
> crappy signs.

Tell them the truth. Go into as much explanation as you think is necessary. With mass produced signs, as a neon repair shop you never know what you are up against until you attempt a repair. I don't know which "Neon Creations" you are (I have at least 3 customers in different states with that name), but if you don't know already, I charge time + materials for manifold/diffusion pump repairs. I give an estimate based on pictures a customer sends me. But I cannot guaranty the actual repair cost. 99% of the time it is less than my estimate, but every once in a while it costs more because there is something I can't see in the pictures, the customer didn't tell me the truth (happens more than you might think), or there is something else unexpected. When it comes to neon sign repairs, particularly mass produced signs, or neon units that you don't know who made originally, you should treat them the same way: Time + materials. How else can you stay in business? If you spend 3 hours repairing a sign you have to get paid for 3 hours or you're spinning your wheels doing repairs for cost or less - the latter meaning you're losing money. You do not owe the customer anything because they decided to buy a POS sign for cheap, so don't feel like you do.

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