We've used the same Wrap Checklist form for a few years now and it's done a good job of reminding us of steps throughout the wrap process. Over the years we've added additional forms with information on wrap maintenance, paint removal disclosures and washing reminders before the vehicle is brought in.
When these are coupled with the template forms we also keep in a binder, and wrap coverage short cuts for common vehicles, we've started to accumulate too many forms. So when the paperwork becomes too much then staff starts to skip steps along the way.
We knew we needed to revisit our wraps checklist system. We needed to create something that was a bit more comprehensive and yet eliminated excessive forms and steps. We also wanted to have something that would show the customer our professional approach to wrapping their vehicle, that would also ensure that we cover each important step and also clarify the wrap process for the customer so they know what to expect.
Two Forms
After working through all the information we wanted to include we decided to organize our steps and information into two separate forms. One form we work through with the customer. The second form is for our own shop use, and follows the job from the front counter sale, to production and on through the entire installation.
I should clarify that before we start pulling out forms and getting really in-depth with the customer, we do ask them a few preliminary questions, and we do a quick initial inspection of the vehicle. Time is tight in a busy sign shop and while we give every customer our full attention, it's important to determine how serious the customer is about moving forward before we get too far along in the process.
Sometimes the vehicle itself isn't in good enough condition to wrap, so we'll do a quick check of the paint with the customer and point out why the wrap could fail. Other times the customer is just gathering some initial information so they can determine their budget and advertising goals before they actually pull the trigger.
We still use our wrap coverage sheets to give customer's a rough idea of price ranges too. These are wrap templates for common vehicles, like full-size vans and Transit vans, with highlighted coverage. We have the coverage and pricing options broken down as spot graphics, half wrap, three-quarter wrap and full wrap.
This quickly shows the potential customer what a wrap can cost with different amounts of coverage. It also opens up the door for budget discussions and lets the customer know that they have options.
Customer Form
The customer form is primarily informational. It allows us to walk customers through the wrap process. Many times a customer knows they want their vehicle wrapped, but they have no idea what is involved in the process.
Not only does it look professional to have organized forms that outline the steps, but it also clarifies how much goes into making their wrap an effective advertisement. They're spending a lot on the wrap and we feel it's important to meet, and exceed, their expectations.
The first section of this form lists the steps involved in wrapping their vehicle and we give the customer a brief overview of how the process works. Some of these steps may be done out of order. It's at this point where we're really assessing how ready the prospect is to get the wrap going. The “Wrap Process” section of our customer form is a guideline for us to inform the customer of what we'll need from them and what they can expect from us.
Vehicle Inspection
The “Vehicle Inspection” section of this form may be visited twice throughout the process. Initially we do an inspection with the customer and just note any areas on the vehicle that we can't warranty coverage over, or we think may be visible through the wrap – like scratches or chips. Later on, when we're getting ready to wrap the vehicle, we may notice additional spots on the vehicle that require notation. We'll also photograph these areas for future reference.
Measuring
We do most of our wrap proofs on photos of the actual vehicle. If it's not available for measuring then we use a template from Art Station's Vehicle Template collection and we'll scale and proof on it.
When the vehicle is available we take reference measurements of the vehicle in a few different areas on each side so we can accurately scale the photos we'll take. Typically we take horizontal measurements of doors, truck beds and areas that have clear edges in a photo. Vertical measurements don't always translate well for scaling if the vehicle curves, but we still note these measurements to be sure that our final wrap panels are set up properly with enough overlap. Window measurements and accounting for the curve under and over the vehicle are both important to note.
We've created six versions of our Customer Form, each focused on a different vehicle type. There is one of a regular cab pickup, an extended cab pickup, a box truck, an NV 200/transit style van, a full-size van and a four-door sedan passenger car. While the actual vehicle that comes in may not be the same make or model, having a rough template makes it easier to clearly and accurately note the points we're taking our measurements from.
We'll probably add to these if we see additional styles come in frequently and we can always print out a template if needed. Having a good selection ready to go ensures that we're more likely to use the checklists correctly.
Extras and Fees
Efficiency is a big part of making your wrap shop profitable. Sometimes small details can really derail our time management on an install. Having a vehicle come in filthy dirty is one.
While we always thoroughly wipe down our vehicles prior to installation, we still expect the vehicle to come in fairly clean. Sometimes we'll get a vehicle that has mud caked underneath, bugs splattered all across the front or with a waxy film covering the body.
We ask that customers bring the vehicle in cleaned and wax free. We do point out that we will add a $55 wash fee to any unwashed vehicles due to the extra labor involved in washing their vehicle. We also explain that the vehicle should be washed the day before rather than the morning of the install as water can remain trapped behind door handles, moldings and other parts for hours.
Other fees that we've included on our form we use with a lot of discretion. One is a late fee. If we've scheduled the vehicle installation with an eight-am drop-off, then we need it to be in on-time or early. A customer is almost always welcome to drop off the day before as long as our back shop is not full.
When a customer shows up late, or doesn't show up at all, then it throws off our entire install schedule. We're a busy shop with minimal staff and a lot of installs. Depending on the coverage of the wrap, we may have multiple vehicles scheduled in one day and a late arrival throws off that schedule.
If our schedule is not overly tight or if the customer has a good excuse then we may waive these charges. Often explaining the charges, and the possibility of being charged, will deter from ever having to actually charge the customer.
The Signature
The Customer Form is a great way to quickly work through the wrap process with the customer. It reminds us of all the information we need to gather and also allows us to explain things like vehicle warranties, washing fees and late fees in a non-threatening way. Having the information on paper, and explaining it concisely, leaves little room for questioning. It's simply our policy and part of working with us on their project.
At the bottom of both sides of the page we have an area for the customer and inspector/sales person to sign and date. This is a professional way to make it clear to the customer that we take these things seriously and we have a clear system in place.
Shop Form
The second form—the shop form—is similar to the one we've been using for years. It covers the same steps in the wrap process that we've explained to the customer. These steps have just been expanded on with prompts to be checked off along the way. Again, these steps keep our shop on track and guarantees that we don't forget to ask an important question or collect something from the customer.
This form follows the wrap job from the front counter, through production and into the installation. One of the things we added to this form was date prompts during the design stages. We can note when initial proofs and changes were sent as well as the dates when a customer may have come in to review their proof. This information is helpful to track a customer's response time so we can give them another call if they're taking too long to respond.
This also goes for the sample print we do. We have slots to note when they were contacted to come in and approve the print, as well as a slot for when they actually came in and approved it.
Scheduling
Also on the shop form we have an area to note the installation date that we're scheduling with the customer. This is also put on our Installation Calendar online so everyone can see the calendar from their desk as soon as it's updated.
Similar to a dentist office appointment card we printed up Installation Reminder cards that we can write the date(s) and drop off time on. Vehicle washing instructions are also printed on the back.
Since there is a gap in time, days to weeks from when the customer initially started the wrap process we like to review the wash policy and other fees when we're scheduling the install as a quick reminder. Hopefully this avoids any issues or charges.
Inspection
The final two points on the front of this checklist are completed by the installers so the checklist goes with other installation print outs. Before we start installing the graphics, typically during the cleaning process, we do a thorough inspection of the vehicle to be sure that there isn't any pre-existing damage that wasn't noted on the inspection sheet.
We don't want to be accused of creating damage or hiding damage under a wrap. Also, some damage can cause a wrap to fail. The installer takes photos, adds notations to the inspection form and we let the customer know about the damage.
Installation
The flip side of the shop form is for the installers. It goes on a clipboard that we keep hanging on the wall with the other forms and moves outside to our install area. Prior to the customer coming in, the top section is for the installer to review as they prep for the installation.
At this point the layout gets reviewed with the designer so the installer understands placement requests, coverage and windows that will have perforated view thru graphics. Any areas of the vehicle that we may not normally wrap on a commercial wrap are also gone over.
The installer should also have printed layouts for each side of the wrap. If we're wrapping in panels we also like to make sure that both the proofs and the media rolls themselves are clearly labeled. On box truck installs we start with the first panel on the back of the vehicle, note the overlap we're given by the designer and start installing. We don't hang the whole truck first, so it's important that proofs, measurements and panels are clearly labeled ahead of time.
Check Off
We've also added boxes to quickly note if the vehicle was dropped off on-time and if the vehicle was dirty or waxed. We can also check off any parts that were removed or should be removed so we can be sure they're put back on if needed.
Removal
Removing existing graphics from a wrap, prior to re-wrapping, is fairly common. We've created a Paint Removal Disclosure form that we keep in a wall rack along with all our other wrap related paperwork.
On the installer checklist we have a box to remind ourselves that this form has in fact been signed. We can also note start and stop times for the removal itself as we typically charge by the hour.
We also note any damage that may have been found on a template and add it to the paperwork. A list of common things to look for is noted to make it more efficient for the installer.
Post Installation
Sometimes it's helpful to have items in a process listed out just to be sure no steps have been overlooked. At the bottom of our installer checklist we've added the post installation steps that we need to make sure we've completed.
It's a simple list but making sure that we didn't rush past the post heat step or that we've checked that there are no lifting edges is very important. We also note any placement measurements, especially if the vehicle is part of a fleet we're wrapping. After the vehicle wipe down and before the customer picks up we make sure to get plenty of pictures of all sides.
Wrap Care Sheet
We had also created a wrap care sheet that we would hand out to customers. It has proper washing information including tips about pressure washing and waxing. We would often forget to hand this to the customer though so we've created a new solution.
One of the many helpful tips that we've gotten on The Wrap Institute's website (www.wrapinstitute.com) was the idea of a door hangar style after-wrap sheet that is hung on the customer's mirror by the installer. Our sheet has a bit of different information but the idea is the same.
When the installer has completed the post install checklist, the last item to check off is the placement of this sheet in the vehicle. We hang this from the rearview mirror where the customer can see it. It includes the post care washing information on one side and the recommendation to bring their vehicle back in for a complimentary check for any issues, along with our contact info. |
