binki
New Member
For us if a customer goes someplace else, eh...but.....
Here is a situation we recently ran into:
We have a few customers that we pre-discount pricing. This is mostly clubs. What we do is give them volume pricing on their orders but allow their members to come in for small amounts. One of these clubs started going to a competitor for long runs and used us for one-offs and small runs.
We immediately called the person we first dealt with and told them we were moving them to retail pricing based on the number of items we were doing for each individual order. We explained that while we were not the cheapest on long runs we gave them a good deal for ALL of their work on the initial setup. This was very clear in our contract up front and while they didn't like what we did they are still coming to us for the short work because we are still a better deal than anywhere else (they don't have artwork and don't want to pay to have it done by someone else and yes, our contract states we own all files for the purpose of production and we do not distribute those files).
So the short answer is 'what was your agreement when you started?'
For us, it comes down to that. If we offer long pricing on short runs for ALL of their work then we expect that to happen. If we find out it doesn't then we either change the pricing or refuse the work.
Here is a situation we recently ran into:
We have a few customers that we pre-discount pricing. This is mostly clubs. What we do is give them volume pricing on their orders but allow their members to come in for small amounts. One of these clubs started going to a competitor for long runs and used us for one-offs and small runs.
We immediately called the person we first dealt with and told them we were moving them to retail pricing based on the number of items we were doing for each individual order. We explained that while we were not the cheapest on long runs we gave them a good deal for ALL of their work on the initial setup. This was very clear in our contract up front and while they didn't like what we did they are still coming to us for the short work because we are still a better deal than anywhere else (they don't have artwork and don't want to pay to have it done by someone else and yes, our contract states we own all files for the purpose of production and we do not distribute those files).
So the short answer is 'what was your agreement when you started?'
For us, it comes down to that. If we offer long pricing on short runs for ALL of their work then we expect that to happen. If we find out it doesn't then we either change the pricing or refuse the work.
