All resellers, wholesales, and most of our corporate customers need someone else's approval.
How our customers deal with their customers is not our problem, if we go there life gets complicated.
The important thing is that the information you supply to your customer does three things.
Allows your customer to;
1. accurately describe the goods, without any chance of misunderstanding, or mis-interpretation.
2. understand the price they are expected to pay for the product, and any conditions.
3. know what we expect from our customer in order to provide the correct goods.
The problems usually encountered with resellers are:
1. They do not pass on accurately the information from you, or from their customer to you.
(If you document the job correctly, and ask all the normal questions, you are covered.
(If in doubt about the information supplied don't be afraid to hold the job pending clarification.
2. They want you to do the work.
(So what is new.
3. They expect your price to reflect their desire to mark up the goods as they see fit.
(I don't make a distinction between a wholesale customer, and a corporate customer.
(If the wholesaler is doing there job, the end user will pay the extra for the service.
(We can not be expected to compete with or own wholesale customers on price.
(The job costs SCV the same to produce regardless of the customer.
(If you customer is a vinyl banner printer, our normal prices are cheaper than most digital vinyl jobs.
The trick is to sell on service, quality, our points of difference (strengths) , and added value.
For example
Your quote 'traffic stopper' - sometimes a small change will save a lot of money.
Traffic stopper banners can be finished with a false pocket across the top and down the side, or an integrated pocket.
With a false pocket you would get two banners out of one metre of fabric.
If the client would accept a 1.4 m banner they could get one banner across one metre of fabric.
So here are some of the options:
2 - 1.5 m x 500 mm 'traffic stopper' banners. Digital print right reading both sides with stock colour trilobal false pockets.
One metre of blockout @ $ 120 + gst + $ 40 ea extra finishing. Plus setup of $ 50.
Price: $ 105 ea + gst
or
1 - 1.5 m x 500 mm 'traffic stopper' banners. Digital print right reading both sides with stock colour trilobal false pockets.
One metre of blockout @ $ 120 + gst + $ 20 ea extra finishing. Plus setup of $ 50.
Price: $ 190 ea + gst
or
1 - 1.4 m x 500 mm 'traffic stopper' banners. Digital print right reading both sides with self pocket.
1 m of blockout @ $ 120 + gst. Plus setup of $ 50.
Price: $ 170 ea + gst
or
2 - 1.5 m x 500 mm 'traffic stopper' banners. Digital print right reading both sides with self pocket.
2 m of blockout @ $ 120 + gst + $ 20 extra finishing. Plus setup of $ 50.
Price: $ 155 ea + gst
or If it must be one - 1.5 m self pocket.
1 - 1.5 m x 500 mm 'traffic stopper' banners. Digital print right reading both sides with self pocket.
Two metre of blockout @ $ 120 + gst. Plus setup of $ 50.
Price: $ 240 ea + gst
As you can see there are a few simple options that can save the client money, or give them more for their dollar.
This shows your client that you have thought about the job and have their interest in mind.
Obviously these options are best discussed before quoting, but they give your quote a level of service, and a point of difference.
The end user may take their requested option, but your client is in a position to offer alternatives if the client does not like the price.
DUTY OF CARE
This email is in response to two quotes from last week.
Here is a simple lesson in risk and safety.
You can not be expected to know everything, but you need to start asking, What are the risks? Does this job set a precedent?
In other words have I done something like this before? If no, ask someone who has.
'Duty of Care,' is the term used to describe your responsibility to others, while doing your job.
In simple terms it means, 'don't leave a rake on the pathway.'
But, it also means the following:
1. We have a responsibility to make sure the products we sell are safe, correctly used, and suitable for the purpose.
2. We have a responsibility to make sure the products we sell are installed safely.
3. We have a responsibility to make sure that any contractors we use, are qualified, and conduct themselves in a safe manner.
4. We have a responsibility to make sure our actions do not put others at risk.
The simple test I use in events management is, 'Could I stand up in court and explain my actions, and decisions, without fear.'
In other words, that my actions did not contribute to the accident.
• Selling a flag or banner is unlikely to raise any concerns of 'risk'?
Wrong! If it will be installed in a public venue it could represent a fire hazard.
In some cases the fabric may require either a fire rating, or fire proofing.
This is important for, permanent banner installations, shopping centres, and exhibitions.
The polyester fabric we use can withstand 180 degrees, so it has a high rating to start with, but it is not always enough.
Currently, we do not ask the client if the product needs to be fire proof.
If they ask. Yes we can have the fabric fireproofed.
• Selling promotional products raises issues of risk?
With promotional products it is probably low, but children can get hold of the product.
You do not sell a choke hazard to a primary school.
We assume the manufacturer has considered the risk, but do they know how the product is being used?
Get into the habit of asking yourself, is the product suitable?
Ivan made the mistake of selling a, Made in China labelled product to the local trade union.
For obvious reasons they would not accept it.
• Flagpoles, Banner poles and Banner stands.
Risk assessment is a standard OH&S (Occupational Health and Safety) procedure for all products and industry processes,
which includes installations.
Risk assessment:
1. What are the dangers with this product?
2. How can it be misused?
3. In what circumstances should it not be used?
4. What are the hazards associated with this installation?
You are trying to establish all the negatives 'risks', and then trying to eliminate, or at least minimize then.
Flagpoles, if used correctly are low risk, but they were designed to carry a flag, that flutters in the breeze, and be installed at ground level.
Tying banners between two poles, adding fixed arm, or installing a standard flagpole above ground level all exceed the design limit on the pole.
This does not mean you need to be en engineer.
Just ask yourself, 'does this job set a precedent?' In other words have I quoted a job like this before?
If no, check with someone who has.
Our two examples:
Example 1.
4 m x 1 m banner on a fixed arm. The wind load is 1 KN. This is equal to my weight jumping up and down on the banner arm.
I can bend a 25 mm banner arm easily, a 50 mm pole takes a bit more effort, but the wind has all day to do its work.
If someone wants a fixed arm banner pole, go to Goldspar or Adda flagpoles.
Both these suppliers have the engineering knowledge to supply a product we can sell safely.
Tell them the size of the banner, height of pole, and where it is going, then they will decide on the specifications.
They are then responsible for the product. Don't forget to ask them what size footing is required? So you can tell the client or installer.
Make sure they supply a written quote detailing the product. You are then covered if anything goes wrong.
This is an except from an Adda quote.
The aluminium tube used is extruded from 6063 series aluminium with a T6 temper which is a high strength marine grade alloy with excellent durability and is particularly suitable for architectural items, combine this with our method of machine tapering the finished product is of the highest quality.
This flagpole as manufactured has been previously certified by a qualified structural engineer with at least the following qualifications M.I.E. (Aust), B.E., (Hons) N.S.W.I.T.Dip Tech (Structural Engineering), we have also implemented a quality assurance program to AS/NZS ISO9002.
Pass the information onto the client unchanged where possible, you do not need to know what: AS/NZSISO9002 means,
but the clients architect, or builder will.
Adelaide flagpoles is fine for 6 m poles in backyards. Do not use him for, out of the ordinary jobs, and major projects, eg. Major development sites, new buildings, elevated locations. I doubt his poles meet: AS/NZSISO9002.
It is worth asking him for the ratings on his poles, and keeping them on file.
Example 2.
9 m flagpole, 20 metres from the ground on a new building site, with a halyard to ground level. Client to install using own brackets.
• All flagpoles in Australia are designed to withstand a wind rating. The good ones are designed to withstand a NT, or Queensland cyclone.
If conditions exceed the poles rating it will either bend or break. If this happens at ground level, it falls over, usually when no one is around.
Poles installed at elevated locations or over water are treated the same as poles for North Queensland, because:
If a flagpole on the top of a building, or over a road falls down. The first you will know about it will be on the morning news.
Flagpoles on buildings can not be allowed to fall over. For this reason they must be rated twice that of ground level poles.
Once again, Goldspar or Adda, and we can sleep at night.
• Install of flagpoles on tall buildings.
1. Under no circumstances should holes be drilled in the pole, unless it has a suitable supporting spigot.
2. The brackets must be suitable for the purpose, and hold the pole firmly.
It is better to supply the pole and the brackets as a package deal, if the client does not use them we are then not responsible, the approved product was supplied.
3. Halyards must not run over sharp edges.
4. Client should be informed of the necessity of checking the halyards often for wear.
Replacement before it breaks costs hundreds, after it breaks costs thousands.
5. There must be enough profit to make it worth while. $ 100 profit for $ 100K liability is not a good deal.
If we are only supplying the pole with no follow up work, it would be better to refer them to Goldspar or Adda.
Some jobs are not worth the ongoing liabilities. Most clients will appreciate your referral to a suitable supplier,
and still buy the flags from you.
I hope I haven't scared you too much.
There are relatively few jobs you handle that represent a significant risk.
Your best strategy is to recognize them when they appear, and pass them along for comment.
Don't be rushed by the client, you need time to assess the job correctly, his unrealistic deadline is not your problem.
How our customers deal with their customers is not our problem, if we go there life gets complicated.
The important thing is that the information you supply to your customer does three things.
Allows your customer to;
1. accurately describe the goods, without any chance of misunderstanding, or mis-interpretation.
2. understand the price they are expected to pay for the product, and any conditions.
3. know what we expect from our customer in order to provide the correct goods.
The problems usually encountered with resellers are:
1. They do not pass on accurately the information from you, or from their customer to you.
(If you document the job correctly, and ask all the normal questions, you are covered.
(If in doubt about the information supplied don't be afraid to hold the job pending clarification.
2. They want you to do the work.
(So what is new.
3. They expect your price to reflect their desire to mark up the goods as they see fit.
(I don't make a distinction between a wholesale customer, and a corporate customer.
(If the wholesaler is doing there job, the end user will pay the extra for the service.
(We can not be expected to compete with or own wholesale customers on price.
(The job costs SCV the same to produce regardless of the customer.
(If you customer is a vinyl banner printer, our normal prices are cheaper than most digital vinyl jobs.
The trick is to sell on service, quality, our points of difference (strengths) , and added value.
For example
Your quote 'traffic stopper' - sometimes a small change will save a lot of money.
Traffic stopper banners can be finished with a false pocket across the top and down the side, or an integrated pocket.
With a false pocket you would get two banners out of one metre of fabric.
If the client would accept a 1.4 m banner they could get one banner across one metre of fabric.
So here are some of the options:
2 - 1.5 m x 500 mm 'traffic stopper' banners. Digital print right reading both sides with stock colour trilobal false pockets.
One metre of blockout @ $ 120 + gst + $ 40 ea extra finishing. Plus setup of $ 50.
Price: $ 105 ea + gst
or
1 - 1.5 m x 500 mm 'traffic stopper' banners. Digital print right reading both sides with stock colour trilobal false pockets.
One metre of blockout @ $ 120 + gst + $ 20 ea extra finishing. Plus setup of $ 50.
Price: $ 190 ea + gst
or
1 - 1.4 m x 500 mm 'traffic stopper' banners. Digital print right reading both sides with self pocket.
1 m of blockout @ $ 120 + gst. Plus setup of $ 50.
Price: $ 170 ea + gst
or
2 - 1.5 m x 500 mm 'traffic stopper' banners. Digital print right reading both sides with self pocket.
2 m of blockout @ $ 120 + gst + $ 20 extra finishing. Plus setup of $ 50.
Price: $ 155 ea + gst
or If it must be one - 1.5 m self pocket.
1 - 1.5 m x 500 mm 'traffic stopper' banners. Digital print right reading both sides with self pocket.
Two metre of blockout @ $ 120 + gst. Plus setup of $ 50.
Price: $ 240 ea + gst
As you can see there are a few simple options that can save the client money, or give them more for their dollar.
This shows your client that you have thought about the job and have their interest in mind.
Obviously these options are best discussed before quoting, but they give your quote a level of service, and a point of difference.
The end user may take their requested option, but your client is in a position to offer alternatives if the client does not like the price.
DUTY OF CARE
This email is in response to two quotes from last week.
Here is a simple lesson in risk and safety.
You can not be expected to know everything, but you need to start asking, What are the risks? Does this job set a precedent?
In other words have I done something like this before? If no, ask someone who has.
'Duty of Care,' is the term used to describe your responsibility to others, while doing your job.
In simple terms it means, 'don't leave a rake on the pathway.'
But, it also means the following:
1. We have a responsibility to make sure the products we sell are safe, correctly used, and suitable for the purpose.
2. We have a responsibility to make sure the products we sell are installed safely.
3. We have a responsibility to make sure that any contractors we use, are qualified, and conduct themselves in a safe manner.
4. We have a responsibility to make sure our actions do not put others at risk.
The simple test I use in events management is, 'Could I stand up in court and explain my actions, and decisions, without fear.'
In other words, that my actions did not contribute to the accident.
• Selling a flag or banner is unlikely to raise any concerns of 'risk'?
Wrong! If it will be installed in a public venue it could represent a fire hazard.
In some cases the fabric may require either a fire rating, or fire proofing.
This is important for, permanent banner installations, shopping centres, and exhibitions.
The polyester fabric we use can withstand 180 degrees, so it has a high rating to start with, but it is not always enough.
Currently, we do not ask the client if the product needs to be fire proof.
If they ask. Yes we can have the fabric fireproofed.
• Selling promotional products raises issues of risk?
With promotional products it is probably low, but children can get hold of the product.
You do not sell a choke hazard to a primary school.
We assume the manufacturer has considered the risk, but do they know how the product is being used?
Get into the habit of asking yourself, is the product suitable?
Ivan made the mistake of selling a, Made in China labelled product to the local trade union.
For obvious reasons they would not accept it.
• Flagpoles, Banner poles and Banner stands.
Risk assessment is a standard OH&S (Occupational Health and Safety) procedure for all products and industry processes,
which includes installations.
Risk assessment:
1. What are the dangers with this product?
2. How can it be misused?
3. In what circumstances should it not be used?
4. What are the hazards associated with this installation?
You are trying to establish all the negatives 'risks', and then trying to eliminate, or at least minimize then.
Flagpoles, if used correctly are low risk, but they were designed to carry a flag, that flutters in the breeze, and be installed at ground level.
Tying banners between two poles, adding fixed arm, or installing a standard flagpole above ground level all exceed the design limit on the pole.
This does not mean you need to be en engineer.
Just ask yourself, 'does this job set a precedent?' In other words have I quoted a job like this before?
If no, check with someone who has.
Our two examples:
Example 1.
4 m x 1 m banner on a fixed arm. The wind load is 1 KN. This is equal to my weight jumping up and down on the banner arm.
I can bend a 25 mm banner arm easily, a 50 mm pole takes a bit more effort, but the wind has all day to do its work.
If someone wants a fixed arm banner pole, go to Goldspar or Adda flagpoles.
Both these suppliers have the engineering knowledge to supply a product we can sell safely.
Tell them the size of the banner, height of pole, and where it is going, then they will decide on the specifications.
They are then responsible for the product. Don't forget to ask them what size footing is required? So you can tell the client or installer.
Make sure they supply a written quote detailing the product. You are then covered if anything goes wrong.
This is an except from an Adda quote.
The aluminium tube used is extruded from 6063 series aluminium with a T6 temper which is a high strength marine grade alloy with excellent durability and is particularly suitable for architectural items, combine this with our method of machine tapering the finished product is of the highest quality.
This flagpole as manufactured has been previously certified by a qualified structural engineer with at least the following qualifications M.I.E. (Aust), B.E., (Hons) N.S.W.I.T.Dip Tech (Structural Engineering), we have also implemented a quality assurance program to AS/NZS ISO9002.
Pass the information onto the client unchanged where possible, you do not need to know what: AS/NZSISO9002 means,
but the clients architect, or builder will.
Adelaide flagpoles is fine for 6 m poles in backyards. Do not use him for, out of the ordinary jobs, and major projects, eg. Major development sites, new buildings, elevated locations. I doubt his poles meet: AS/NZSISO9002.
It is worth asking him for the ratings on his poles, and keeping them on file.
Example 2.
9 m flagpole, 20 metres from the ground on a new building site, with a halyard to ground level. Client to install using own brackets.
• All flagpoles in Australia are designed to withstand a wind rating. The good ones are designed to withstand a NT, or Queensland cyclone.
If conditions exceed the poles rating it will either bend or break. If this happens at ground level, it falls over, usually when no one is around.
Poles installed at elevated locations or over water are treated the same as poles for North Queensland, because:
If a flagpole on the top of a building, or over a road falls down. The first you will know about it will be on the morning news.
Flagpoles on buildings can not be allowed to fall over. For this reason they must be rated twice that of ground level poles.
Once again, Goldspar or Adda, and we can sleep at night.
• Install of flagpoles on tall buildings.
1. Under no circumstances should holes be drilled in the pole, unless it has a suitable supporting spigot.
2. The brackets must be suitable for the purpose, and hold the pole firmly.
It is better to supply the pole and the brackets as a package deal, if the client does not use them we are then not responsible, the approved product was supplied.
3. Halyards must not run over sharp edges.
4. Client should be informed of the necessity of checking the halyards often for wear.
Replacement before it breaks costs hundreds, after it breaks costs thousands.
5. There must be enough profit to make it worth while. $ 100 profit for $ 100K liability is not a good deal.
If we are only supplying the pole with no follow up work, it would be better to refer them to Goldspar or Adda.
Some jobs are not worth the ongoing liabilities. Most clients will appreciate your referral to a suitable supplier,
and still buy the flags from you.
I hope I haven't scared you too much.
There are relatively few jobs you handle that represent a significant risk.
Your best strategy is to recognize them when they appear, and pass them along for comment.
Don't be rushed by the client, you need time to assess the job correctly, his unrealistic deadline is not your problem.
