Have you ever just been completely caught off guard by a customer’s reaction to your work? We recently experienced this with a new customer. They have been buying Ram pickup trucks that were a dark gray metallic color and could only purchase them in white, so their solution (which is a good one) was to wrap them a color that was close to the color they wanted. We gladly took on the job and proceeded like we have in the past. We got approval for the color, wrapped the trucks and they were sent off for delivery.
In a normal situation the customer would love the trucks and be ecstatic about how they turned out, but that was not the case. The customer was incredibly unhappy that the truck was “two tone”. The inside of the bed was still white (easily remedied by a bed liner), the inside of the wheel wells was still white and there was an area between the cab and the bed that was still white (only way to cover that is to unbolt the bed and move it back). These are all things that would be acceptable for a commercial wrap if the expectations were set up front. We neglected to do that and the customer clearly expected the wrap to be like a full paint job. We made the mistake of assuming they knew what they were getting and it backfired horribly.
We are now going through the process of trying to fix the issues. The only good thing that came from all of this is we now know to never forget to set customer expectations. We made a video with one of our own trucks on what the customer can expect for a commercial wrap and will send it to every one moving forward. We will also make videos on other vehicles that we wrap so people know exactly what to expect up front to avoid any surprises.
Here are completion photos of the wrap we did for the customer:
