posted
Let me start by saying that it's easy to take a hard line stand, but this is a question of reality versus client service.
Recently we've been doing lots of business cards. It has worked out well, with very few problems. Its a nice inexpensive way into their marketing business, and to earn their trust.
However, I had a first time client order his new cards from me. He approved the design, and paid for his order. A full week after receiving them, he noticed a typo in the email address. I went back, and it was approved as it was printed. What to do? Realistically, what would you do with the idea of retaining his business?
""Good judgment comes from experience; and a lot of that comes from bad judgment" - Will Rogers Posts: 3485 | From: Beautiful Newaygo, Michigan | Registered: Mar 2003
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""Good judgment comes from experience; and a lot of that comes from bad judgment" - Will Rogers Posts: 3485 | From: Beautiful Newaygo, Michigan | Registered: Mar 2003
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posted
"what would you do with the idea of retaining his business?"
I would supply him (no charge)with new cards!
-------------------- Tony Vickio The World Famous Vickio Signs 3364 Rt.329 Watkins Glen, NY 14891 t30v@vickiosigns.com 607-535-6241 http://www.vickiosigns.com Posts: 1063 | From: Watkins Glen, New York | Registered: Sep 2001
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posted
What,supply him with new cards at no charge? What about when you do a sandblasted sign for him and he figures the proof doesn't really matter since you covered him last time for free. Do you give him a new sign if there is a misspelled word? What's the point of having a proof? At the very least charge what you have to pay out of pocket. I doubt your vendor will reprint them for free for you.
-------------------- Jean Shimp Shimp Sign & Design Co. Jacksonville Beach, Fl Posts: 1266 | From: Jacksonville Beach, Fl. USA | Registered: Nov 1998
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I recently had a returning customer call requesting CA and DOT numbers for 4 trucks and said no changes to the existing truck door lettering. Sooo, I cut enough vinyl (one color design) for 4 trucks. When his wife showed up I saw the horror in her eyes.. I thought it was strange that they had bought 4 new trucks being they were a family operation..
We talked for a bit and I bit the bullet. Instead of the $300 cash and carry quote I gave her., I explained how to store these as they will use them before I will.. And charged her $125.. She was happy and so was I.. And I retained my good standing and a customer.. I put myself in her shoes
-------------------- Gonzalo Curiel Peewee Signs & designs Oroville Ca 95965
posted
When Rick said, "what would you do with the idea of retaining his business?"
I stick with my decision!
-------------------- Tony Vickio The World Famous Vickio Signs 3364 Rt.329 Watkins Glen, NY 14891 t30v@vickiosigns.com 607-535-6241 http://www.vickiosigns.com Posts: 1063 | From: Watkins Glen, New York | Registered: Sep 2001
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posted
1000 business cards cost me $24 (that includes shipping) and I charge the client $125.
Even if the error is not mine, I would still replace it. Yes, it cost me another $24, but that is a lot cheaper than finding a new client. And, I still pocket $75.
posted
Rick, I think you have the answer you were seeking...
-------------------- Bruce Bowers
DrCAS Custom Lettering and Design Saint Cloud, Minnesota
"Things work out best for the people who make the best of the way things work out." - Art Linkletter Posts: 6451 | From: Saint Cloud, Minnesota | Registered: Jun 1999
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posted
Thank you all for your responses. You verified my internal feeling. I think Jean's point is well taken, but my approval process for signs is much more stringent.
""Good judgment comes from experience; and a lot of that comes from bad judgment" - Will Rogers Posts: 3485 | From: Beautiful Newaygo, Michigan | Registered: Mar 2003
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posted
Yeah, just redo them. a couple of months ago I did a set of gift cards (plastic) and on the layout a dot showed up that made a "c" look like a "g". It cost me $100 to replace...
"Sometimes you eat the bear, sometimes the bear eats you."
-------------------- Mark Kottwitz Kottwitz Graphics Ridgely, MD www.SeeMySignWork.com -------------------------- Imagination is more important than knowledge. -- Albert Einstein Posts: 746 | From: Ridgely, MD | Registered: Oct 2000
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posted
Some good comments on both sides, but the overriding sentiment in my opinion is
are you looking at figuring out whose fault it is,
or
are you looking for a solution?
It is in our best interests to find the solution to the client's issues.
-------------------- "Stewey" on chat
"...there are no limits when you aim for perfection..." Jonathan Livingston Seagull Posts: 7014 | From: Highgrove via Toowoomba, Queensland, Australia | Registered: Dec 2002
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posted
I think of companies like "VistaPrint" at this scenario. They actually GIVE away business card orders in order to grab and hopefully retain future business on larger, and way more expensive jobs.
-------------------- Geary gearyDesign 809 E. Myrtle St. Hanford, CA 559-583-0669 Posts: 7 | From: Hanford | Registered: Jun 2003
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posted
I do understand the good hearted replies here, .... BUT ... I side more on Jean's end here. Here's a question. Do the printers (4-over, Vista Print, etc) redo cards for you when it's your mistake? No? Wonder why? Because they are in business, and give you a proof, and it's up to you to be correct with what you supply them. They have you check and initial the proof. Done deal, no do-overs! haha
When I send proofs to my clients, I strongly urge them to proof, proof and double proof things. I mention that I'm not liable for mistakes that aren't caught, and encourage them to get a couple other objectives eyes on it to proof them. Once they approve the layout, I again ask them if they are certain that all info is correct, especially contact info. I don't proceed with an order until I have an "ok" from the client.
I think redoing something for free would send the wrong message. I can see meeting them halfway on it, and doing it at a reduce cost. But not free.
-------------------- "When Love and Skill Work Together ... Expect a Masterpiece"
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