I have two clients that I am afraid are going to send me into the crazy house. The first one is a "committee" type of situation where one business owns several other businesses that all must co-operate to build the final project. My role is to provide signage panels for their crew to install. I designed the panels and the concept for the brick bases and they were to determine whether or not the sign would be allowed by the municipalities before developing or approving artwork. Employee A was to find out permitting. Employee B was to approve colors and layout. Employee C picks up the signs and installs and A/P for the head company pays the bills. Apparently employee A didn't tell employee B that one of the sites couldn't have the signage proposed...after employee B gave the go-ahead to produce. So I have an extra sign panel and graphics ready to be put together. However, they have to figure this out on their own. My contact (Employee B) was the final say-so for the project.
The other client has mis-ordered two VERY LARGE print jobs in the past 2 weeks. Even with verification of the decals to be ordered since some of them are very similar. So I have blown thru an entire roll of vinyl and laminate and the jobs were mis-ordered. I feel bad for this client since they just buried the founder of their company this past week (happens to one of their family members). My husband delivered part of the order this afternoon and I just got the email now from her (4pm Friday afternoon). They are a very good client, and I am sure the death has distracted her (she is a VERY precise person). So do I adjust the invoices to cover costs or invoice them out as regular? My business side says that if I made a mistake on an order, the company I order from is not going to give me any breaks. On the other hand, they are a good client and in my neighborhood and I don't want to sour any relationship.
Posted by Mikes Mischeif (Member # 1744) on :
Nikki,
Sometimes it's easy to get emotionaly attached to good customers because they have provided in some way to your livelyhood. There's nothing wrong with giving someone a break as long as they know you are doing it and will remain a future customer to help you recover your losses.
I would explain to them your situation and ask them how they want to handle it. If you get pushback from trying to collect less than your time & materials, they're not as concerned about you as you are for them and that's wrong.
If this job amounts to less than 5% of thier annual purchases, use it as a display in your shop and warn them the next boo-boo is on them.
Nothing like ending the week on a sour note.
Posted by Ian Stewart-Koster (Member # 3500) on :
If as a company they are so big, the cost of the error might be miniscule to them - compared with the cost to you.
The error is theirs.
It is up to you to discuss with them the predicament that THEY have got themselves into - irrespective of funerals.
If you offer a discount on the rerun, it is up to you, and may be nice, but will they appreciate it - it was still THEIR error.
If they'd dug a hole and ordered 50 cubic yards of concrete, then found that the hole only needed 31 cu yds, do you think the cement company will give them discount after they turn up with it already in their trucks?
[ August 24, 2014, 08:08 PM: Message edited by: Ian Stewart-Koster ]
Posted by Nikki Goral (Member # 7844) on :
I know. Both of you guys are correct. The hassle on Friday just exhausted me for the whole weekend! I have no worries that they will pay the invoices for the incorrect orders. I know what it is like to mess up because someone in your life passed away and your mind isn't fully where it should be. I didn't get any breaks on my mistakes. The unfortunate part is that this particular job with the prints was 4x over their usual monthly purchase amount, which is usually a few thousand dollars.
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