CLIENT REFUNDED! How would you have handled this?

[rjssigns]

Scenario: Client orders business cards (based off a banner template). She also ordered a 6' banner, 12' banner AND requested quotes for labels, but did not want to pay much for small run labels. I told her to buy labels from Office Max, Office Depot, or Staples. She still needed me to set-up the template for the labels.

Quotes were given to client, client agreed, credit card information taken.
Money charged.

Business card setup-up and proof received and okay'd by client.

Banner proof received and okay'd by client.

Personality of client: Client appeared accustomed to having others do the work for her despite her statement that she has over 20 years experience in the printing industry.

Outcome: She did not like the business cards. NOTE: We have been offering business cards for years and I always look forward to comments because they are always super feedback. Client also stated that she did not "REALIZE" the total price for the 12' banner or she wouldn't have ordered it. I'm a bit anal so when I quoted her the 12' banner, I literally had every line item cost of the banner stated, and the total HIGHLIGHTED in bold!

REMEDY:I initially offered to fix the business cards (after I see them personally) so as to know where corrections need to be made.

Instead we agreed to refund business cards AND $85 of the 12' banner (which she said she didn't know it came too).

When she initially ordered everything and I would stress, there is a charge for 'custom' setup', that was my mantra. She always said, "I don't care charge me."

Caio,

I don't feel bitter. . . . I feel liberated! LOL

 

[Locals Find!]

I would probably have offered to fix the cards also if the mistake was mine (FREE) or 25% off a reprint if it was her mistake.

As for the banner well, if she signed off on the estimate. I would have told her she read and agreed to the price. So she is just out of luck.

Your not going to see her again and she is probably going to bad mouth you anyway. So NO REFUNDS.

 

[GoodPeopleFlags]

She beat ya.

 

[rjssigns]

She beat ya.

BlueFishDesigns, you are correct! I let her win. She costs too much of my time already and wasn't worth the fight. I was happy to write her off!

 

[TheSnowman]

I once had a guy that came in a few times, and always ordered these reprints of old pictures that I had to scan in, clean up, and print on special material that I ordered just for his orders. I didn't have to order a ton of it, it was only 10 yards or so, but I never charged him for it either, I'd only charge him for what I used on his job.

The guy then ordered a print where I had to throw material away that wasn't the same as his past couple. I charged him for what I threw away, at the same sq. ft. price that he paid for the printed area. The material was a little pricey, but I didn't charge him a dime for artwork setup, which in this case, I had some decent time in.

The guy pitched a fit that he had to pay for the material that got thrown away, and made a big stink. I was new to that scenario, so I basically said, well, what's fair to you, and he said "HALF THAT!". He then proceeded to say "well, if that's your price, then I'll pay it, but I'm not happy with it". Back then I was obsessed w/ making EVERYONE happy, no matter what was going down. So I only charged him half of what it should have been thinking he'd have been "happy". Yea, never saw that guy again.

The moral of the story is, stick to your guns, and get your cash, cause giving them a little warm fuzzy feeling isn't going to outweigh the sour taste they had in their mouth, and they aren't coming back to you for anything anyway, so GET YOUR MONEY.

Just my experience...I do realize the story is different for every client...but this guy was a douche.

 

[Pat Whatley]

BlueFishDesigns, you are correct! I let her win. She costs too much of my time already and wasn't worth the fight. I was happy to write her off!

It happens. It sucks but sometimes you've just got to cut your losses.

Of course this morning I did exactly what Kraig is saying. Had a customer mad that his banner that I ordered did not come in on time this morning. I got it two hours later than I'd told him I'd have it to him (it wasn't a time critical order, I just missed the deadline I'd given him). He pitched a fit, he whined, he moaned, he lectured, he asked me how much discount he was getting. I told him I wasn't discounting it...he could take it at full price with my apologies or I'd keep it. He bitched some more and paid full price making sure he told me three times he'd be using SignsNow from now on. First time I've ever done that but I figured (like Kraig) that I was never hearing from him again anyway, why should I discount it?

 

[Craig Sjoquist]

ouch .. has not had that happen in alot of years.
Not liking I would offer to redo to liking and make sure they like before continuing.
The banner she sign off on it NO refund.

 

[Farmboy]

People that bitch and moan to you do it to everyone, it's how they go through life. Why, because 90% of people don't want to listen to it and give in. Augh!

 

[rjssigns]

Great comments!!!

Interesting how we all at one time or another have issues with someone who is trying to get out of paying, or they're just disruptive to the flow of production.

This particular order was initially shaky until I told her point blank, "We need to finalize the details". Then things MOVED fast!

I should have trusted my instincts and declined the project immediately!

So the real question is . . . "How do you cut someone loose up front?

 

[hatmanok]

I had a guy that pitched a fit about the quoted price,(it wasn't a large job) then when he picked up the signs and after he paid he said "I'll never use this GD sign shop again". I just calmly pulled out my ink pen and said "Could I get that in writing". He has been back again and again.

 

[ProWraps]

"How do you cut someone loose up front?

easily. with experience comes the ability to qualify, gauge, and instantly know your clients and their ability to benefit, or hurt your business.

i know when i answer a phone call within 10 seconds if i need to send them on their way or to my competition. its almost an instinct reaction now.

 

[rjssigns]

easily. with experience comes the ability to qualify, gauge, and instantly know your clients and their ability to benefit, or hurt your business.

i know when i answer a phone call within 10 seconds if i need to send them on their way or to my competition. its almost an instinct reaction now.

Perfect! Now I just need to come up with a patent response for such situations.

 

[GAC05]

You should have offered her a tour of your shop, when she got close to the laminator stuck her hand under the rollers and raised the heat assist until she agreed to pay the quoted price.

wayne k
guam usa

 

[rjssigns]

People that bitch and moan to you do it to everyone, it's how they go through life. Why, because 90% of people don't want to listen to it and give in. Augh!

You are right Farmboy, and I'm among the 90% that gave in.

Some are too busy working to deal, and some are too busy dealing to work.

 

[binki]

we fire high maitenance customers unless they are either or both of high margin or high volume with large gross profit dollars. the others are shown the door.

 

[Custom_Grafx]

easily. with experience comes the ability to qualify, gauge, and instantly know your clients and their ability to benefit, or hurt your business.

i know when i answer a phone call within 10 seconds if i need to send them on their way or to my competition. its almost an instinct reaction now.

 

[CheapVehicleWrap]

You should have offered her a tour of your shop, when she got close to the laminator stuck her hand under the rollers and raised the heat assist until she agreed to pay the quoted price.

wayne k
guam usa

HORRIBLE advice! Never EVER run a persons hand through the laminator!
BOTH hands need to be rolled simultaneously so she can't hit the safety stop switch.

 

[Jillbeans]

If she approved everything in advance I'd say she bought the order.
Some people make it a policy to complain about everything they get (from signs to a haircut) so they can get it at a discount rate or for free.
They will work their way through the community of businesses and eventually cycle back around to you.
What was her complaint about the cards?
I think if she expects a refund she needs to return the merchandise to you. All of it. Make sure to count every f**king bizcard too. Then throw it all into the trash right in front of her. Then say thanks through a razorblade smile.
That's what I did once to a jagoff like this.
Love....Jill

 

[charissabuskirk]

HORRIBLE advice! Never EVER run a persons hand through the laminator!
BOTH hands need to be rolled simultaneously so she can't hit the safety stop switch.

 

[TheSnowman]

He bitched some more and paid full price making sure he told me three times he'd be using SignsNow from now on. First time I've ever done that but I figured (like Kraig) that I was never hearing from him again anyway, why should I discount it?

Yep, at least you can go out to lunch on what you didn't discount him or something, and get a little something good out of the scenario!