Time’s A Wastin’


How often do you multi-task?
All the time, it's the only way I get things done. Sometimes, I try not to but sometimes I can't help it. Never, I just can't do more than one thing at a time.

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Time’s A Wastin’
By: Staff
Issue: 2009dec

A Distributor Asks:
We’ve had an order for four months that we can’t get out of the door because the end buyer keeps hesitating and changing her mind about what imprint she wants. What can I do to move her along? I’m thinking of charging a fee just for my time. Would this move her along or scare the client away?

Julie Zniewski, CAS
Sales Associate
Image Builders
UPIC: IMAGE007
You don’t have an order; you have a proposal or a quote at best. If clients are dragging their feet, there is some problem. Either they don’t have the budget or they are uncomfortable moving forward for some reason. A candid conversation is in order so that you know where you stand. Whether or not to charge for your time depends on the response you get. You could charge for your time with the charges being a rebate if or when the project moves forward.

Kevin J. Flynn, CAS
Director of Sales
TBK Promotions, Inc.
UPIC: tbkpromo
This is a tough question as the answer depends on several things, the least of which is how the relationship with the client works. If this were my client, we never would have gotten to the order process without signed-off artwork. That’s just how we work—sign off on art and then process an order. But in any case, if it’s been four months I would ask the client if he or she had an end date for a decision so I could verify stock and pricing. Our quotes show pricing for 30 days, so every month we remind the client of open jobs. The knowledge that pricing may change usually gets clients moving. You can try to charge for time, but you will have a tough time getting payment if it wasn’t clearly stated in the original order agreement.

Lee McCubbin, CRS
Co-Owner
McCubbin Trophy & Engraving
UPIC: mctrophy
My first concern would be whether this is product that I have in stock awaiting the imprint (i.e., tied-up cash flow) or if it is something I will get from a supplier once the end user decides (i.e., must meet a deadline). My time is valuable, and other clients and my cash flow is most certainly valuable. Having one or the other, or both, tied up for an extended period affects my bottom line.

I would give the customer a reasonable deadline (10 working days, perhaps) to reach a conclusion before I began charging for the tied-up assets—whether time or cash flow in inventory. Offer to help figure out which statement best suits the vision and purpose for the promotion, before the deadline and at no additional cost. Remember that we are the experts and they may be relying on that.

Presented honestly and straight forwardly, any business owner or manager will understand and likely be grateful for “free” assistance to overcome a roadblock. Helping to resolve their problem will help resolve yours and create a beneficial relationship for the future.

Karie Cowden, MAS
President
Connect The Dots Promotions, LLC
UPIC: ctdpromo
You have to ask yourself if this order is valuable enough to make it worth your time. It sounds like there has been an enormous amount of time given on behalf of your staff, which would warrant a rather large order. Are you bending over backward to land a large account and future business? If it’s been four months with a series of changes, I would be very comfortable charging a graphic design fee. It should be something you already charge for.

Tim Hanson, MAS
President
Ball Pro Promotions Group
UPIC: SPORTS
It’s a very interesting market place these days. During the first half of 2009, we saw a lot of projects terminated due to budgets cuts. Over the past couple of months however, projects have started coming to fruition. It’s the solutions you provide that determine your worth. Clients that cannot pull the trigger need to be billed for your time. That said, you may want to consider crediting back some of the fees if they complete the project within 60 days, thus encouraging action by your client.

A Distributor Asks:
A client recently found an item online at a lower price than I could quote it. It’s not exactly the same item but it’s close enough that he’s willing to buy it online instead of from me. What can I do to keep his business and how can I avoid this problem in the future?

What’s your answer? E-mail answers along with your name, title and company name to Question@ppai.org by December 31 for possible inclusion in an upcoming issue of PPB magazine.

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