When the Custom Order Arrives Wrong: What Really Happens Behind the Scenes

In the world of events, there’s no shortage of amazing “wow” moments. But behind every perfectly lit stage or jaw-dropping installation is a team that's probably sweating, speed-walking 25,000+ steps, and silently praying something doesn’t go sideways.

Let me tell you about the time it did.

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It was an almost June … which for the XSIV Entertainment team means it’s almost time for MIZZOU Football Recruitment — one of the biggest 3 weekend activations of our season.

MIZZOU Football Recruitment Dinner

I had researched, reviewed, and officially ordered a custom marquee sign to make a visual statement — wooden base, metal trim, Edison bulbs — the marquee version of the official Tiger logo for MIZZOU - which also happens to be my Alma Mater.

Now I had ordered custom signs for this client in the past, so this was not a new task. I actually had found a great vendor on the east coast who did great work for us and I really loved them. Unfortunately, when I reached out they informed me that they were facing a hurricane and wouldn’t be able to guarantee delivery in time due to the storm.

So, I sourced and ultimately worked with a new vendor via Etsy who was local in Kansas and specialized in these signs. We went back and forth finalizing the design. I was clear, thorough, professional. They were responsive, friendly, and they agreed to create the custom design we sent over to them:

My mockup design.

So far, so good.

But here’s where it gets real. I’d asked — more than once — for them to send me a final photo before shipping the sign. They assured me it would happen. It didn’t.

The sign showed up about a week before the event as anticipated. At first glance? It looked fine. I texted a photo to our client. Then came the message:

“Hey… this whole section of the logo is the wrong color.”

Photo of our custom sign the day the order arrived.

My heart sank. And not in the cute, movie-scene way — more like the pit-of-your-stomach, why-now kind of way.

Knowing it had to be fixed, and knowing also that shipping it back and forth to have the vendor do the work was not an option, I made a decision and called the vendor. I was calm, but firm. Mistakes happen — I get that — but we were a few days out, and I needed a fix now.

They walked me through what items I would need to DIY the repair process myself, which, to be fair, was kind, but still sucked. And honestly, I was nervous that I wouldn’t be able to execute this to my perfectionist Virgo standards - as well as my clients’ high standards. But, I was determined to get the job done. So I made the shopping list and headed to the store. Once I was back I took everything out and made the call. Mind you it was evening at this point and I’m starting the painting process…

Picture this: I’m on speakerphone with the vendor, standing over the sign in my workshop, shoving painters tape into the tight grooves between the woodcuts with a blade, taping off segments so I could repaint just the incorrect area without damaging the rest.

I had to sand it. I had to layer the paint. Dry, paint again. I’m not a painter — I’m a planner, DJ, designer, parent — and this project swallowed hours of the limited family time I try to protect as much as humanly possible. Needless to say I was tired, and definitely upset. But trying to stay positive and cheer myself on as I worked into the late evening.

Just look at how tight these grooves were. Definitely great craftsmanship … almost.

Finally got the tape all in! Hallelujah!

One coat down!

Close up of the finish after it had mostly dried.

Late into the evening after 3 coats of paint I was finally finished. This was so time consuming and frustrating. How the heck was I even in this fiasco to begin with was all I could think. I tried to prevent it.

My Hot Take: Vendors - follow up and follow through! If you say you’re going to do a thing, do it. And if someone needs info from you…please … for the love of God and all that is Holy answer them.

Now … this vendor did stay on the phone until I felt comfortable with the progress I was making, and I greatly appreciated that.

But still — the fix became my responsibility. The pressure not to let the client down? That fell squarely on me. And in this business, that happens more than people think.

So, What Did I Learn?

1. Mistakes will happen — but it’s how we fix them that defines our reputation. I didn’t ghost the problem. I didn’t shrug. I got my hands dirty — literally — to protect our client’s trust.

2. Trust is earned, not assumed. New vendors get one shot to show us they’re team players. Communication matters. Follow-through matters more.

3. Boundaries are everything. As much as I love my work, I hate when it bleeds into sacred time. This was a reminder that just because I can fix it, doesn’t mean I should have to. In this case I felt that I had no choice. And that just sucks.

4. We need more real talk in this industry. Not everything is glamorous. Not everything goes viral. Sometimes, the story is sweat and grit — not sparkle and champagne.

If you're a fellow planner, vendor, or even a client reading this — just know this: there is always more happening behind the scenes than meets the eye. And most of the time, we’re doing what it takes — silently, fiercely — to make sure your event goes off without a hitch.

And for every disappointment, we get smarter, stronger, and more selective.

And that’s why XSIV Entertainment works the way we do: with high standards, heart, and a team that always shows up — even when things go wrong.

And the finished sign - it’s now installed in it’s new home on the top floor of the MIZZOU Football South Endzone Complex.

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Indoor Arena Selfie 📸

I’m proud to say that we just wrapped up our 4th year of recruitment events with MIZZOU Football. I’m so amazed at all that we’ve accomplished and created over the last 4 years, and I can’t wait to see what we’ll come up with for the next round.

Until next time! M-I-Z!!! 🏈