Getting it Right and Making it Right
One of the values we hold as a company here at TWA is “Make It Right.” This doesn’t just apply to getting it right for our customers the first time around, but it also means that in the rare cases in which we didn’t get it right, we are dedicated to making it right. One example of this value in action was one of the very first vehicle wraps Emily worked on when she came to TWA, Service Plumbing Pro.
Getting it Right
The owner had taken the time to put together colored pencil sketches of the van and what he was hoping to put on it. This made the design process really fast and revisions got done very quickly. But then the problems started.
It’s important to keep in mind that Emily was fairly new at the time but we had enough confidence in her to leave her in charge of this challenging case and she did a great job. She followed our process, she communicated with the client with empathy and professionalism, always keeping him first, which exemplifies the type of customer service we are always striving to offer.
There are sun ray gradients in the buttery yellow background of the wrap and they stubbornly refused to print correctly no matter how many different ways we tried to save the file: we got everything from too dark to Mountain Dew green! None of us could have guessed the challenges with the color, although that’s sometimes how it is in that printing life.
We did manage to find a solution and finally got the car wrapped…or so we thought.
Making it Right
A month after the job was done he brought back the van because the vinyl was peeling in two different places. We originally reprinted these pieces, looking to just fix these sections but it became clear that this wasn’t going to work because the gradient lines wouldn’t match up correctly. We talked to the client and explained the situation and ended up deciding to re-wrap the entire van rather than have the look be off even by a little bit.
Having a second chance to do the same vehicle meant that some things we had done during install the previous time which we wanted to be even better could be done this time, but while printing out the sheets we caught a color issue which had not been a problem last time. We had printed almost the entire van by this time, but after catching and fixing the new color problem we printed for a third time. During this time the client was incredibly patient as we had to reschedule delivery multiple times.
On the final day when he stopped by to pick up the vehicle, he told us that he wasn’t frustrated because we had cared so much about getting the perfect final product right and were willing to do whatever it took to make things right. Emily shared a key lesson from that experience: “Care about the work you are doing and people will notice. Take care with the little details and they will pay off in the end.” As for the client, we know he’s still happy because he keeps sending us referrals!
While our goal is never to print a wrap three times, if that’s what it takes to get it right on a difficult project, we’ll do whatever it takes. Whether your project is simple or difficult we’re ready to help!