A Distributor Asks: When a client objects to a screen reset, saying, “I already paid for it, why do I have to pay again? It seems like a rip-off,” how do you reply? Even after gently informing her that the fees are from the supplier, not me, she insists that she shouldn’t have to pay. Would you remove the fee or charge her? It’s a small, twice-a-year order for 200 bags, so I’m not making tons of money on her account, but I don’t want to lose any business if I can avoid it.

Instead of looking at how to explain the charge to her, you could consider that she’s trying to tell you what matters to her. She may not be interested in the who and why of the charge, she just wants to have it gone and that item stands out to her. Did she mention the cost per bag? If you want her business, then frame the quotes in the way it matters to her and not in the way that speaks to your business.

How much is the reorder screen, maybe $40? That’s only $0.20 more per bag, so next time up the cost per bag or whatever to cover your future charges. For this order, you can frame this for yourself in customer retention – you might spend $30-$40 taking her out to lunch, so instead make her happy this way. And then, this is vital, thank her for telling you what matters to her. Other clients might just stop ordering from you, but this client took the time to question and discuss. Be sure to let her know her business relationship, not orders, is important to you.

Isa Cocallas
Owner
3Koi
Kihei, Hawaii
PPAI 240572, D2

Explain that the initial setup has two parts: a film and a screen. The vendor keeps the film in file but needs to remake the screen with every subsequent order. Otherwise, just build it into the price if they don’t get it.

Craig Weiss
VP of Sales and Marketing
Initial Impression
San Diego, California
PPAI 102875, D5

I roll the basic setup fees right into the product price in both the SAGE presentations I create and the order approvals I send the clients. It removes that friction. I do call it out if additional setup fees or run charges are needed as separate line items – sometimes that helps them decide that a one-color or single-location imprint will work better for their budget.

Rama Beerfas, MAS, CTSM
Owner
Lev Promotions
Santee, California
PPAI 218331, D1

A Distributor Asks: Recently, I did mugs for the first time and proofed them to the client with the logo only on one side with the handle on the right, and they were approved. I had the option of doing the logo on both sides, but that didn’t occur to me. Now the client says his CEO realized it’s a lefty mug – meaning the logo only faces out if you hold it with your left hand and is wondering if there is any recourse. I see now that I should’ve put the logo on both sides. How would you handle this, since the proof was approved that way? Do I offer to redo them or offer a discount on a future order?

I would explain to the CEO that this is by design. The right-handed person drinking out of the mug will see the message over and over as they’re sipping. It’s all about impressions. It’s all about being top of mind. Also, there are some mug companies that will charge you for a two-sided print. It’s not always included.

Rich Graham
Chief Imagination Officer
BigPromotions.net
Dallas, Texas
PPAI 256367, D2

If customers approve the proof as is, it’s their fault. I’d suggest they order double-sided next time and maybe offer a small discount on the redo. Otherwise, you’ll have customers expecting you to eat their order every time they can think up a complaint. Make sure your proofs have a disclaimer that says something to the effect that once the proof is approved, you are not liable – similar to the disclaimers the suppliers use.

Ray Billock
Owner
Perfect Promotions
Wadsworth, Illinois
PPAI 143327, D2

A Distributor Asks: Does partnering with companies like HALO, iPROMOTEu, AIA, etc. actually help with costs to run the business? I am not just talking about the financial perks of order financing – that’s not a concern. We are currently at a crossroads where our time is maxed, and we can stay at this pace or make a change and see what happens. Is giving up X percent per order worth it?

Depends on what the large partner brings to the table. I’ve been independent and then affiliated with one large national consolidator and moved to another. The differences between them are night and day. I moved from The Flintstones to The Jetsons. Company Two brings tons of things to the table that I can sell, warehousing and fulfillment, automated company store programs that toss orders directly to warehouses and decorators, and 5,000 vendors who have no ASI or SAGE supplier number and produce everything under the sun. So, through Company Two, I can sell tons of things that I couldn’t on my own and can also offshore both manufacturing and business support functions so I can focus on selling. There are tons more benefits, too. It’s worth it to me.

Craig Sahli
CEO
Graphics Network
Tulsa, Oklahoma
PPAI 670721, D1

I’ve been with [one company] almost two years. I absolutely adore it! It’s just a set fee, no surprises or additional fees. And the benefits I’ve gotten definitely outweigh the fees.

Amber Sanderford
Owner
Miss Printing
Ocean Springs, Mississippi
PPAI 800275, D1