What would you have done!!

[Steve Broughton]

No! 😀

[Martin C]

No, you done what I’d have done. Legally, not that it would ever come to that, I’m sure you wouldn’t have a leg to stand on if you’d changed it and she refused to pay.

If she’d returned with an apology, eaten a bit of humble pie, curtsied and thrown herself at your feet begging for mercy……..then perhaps a 5% discount off the next one might be in order 😀

[Henry Barker]

No,

I think if she had come back and been abit different in attitude I would have helped her out….spelling try that in another language 🙂 I just made a 13m sign for a tyre shop, and showed them the drawing beforehand, which they accepted with my wrong spelling!

Now one of their customers has said…”I think your missing a K up there!” but I have done aload more than £15 quids worth so have no problem putting it right at no cost.

I spelt Däckverkstad as Däckverstad!

[Lorraine Buchan]

quote :

Her reply was. “that was just a typing error” she`s not to blame!!!!!
To which I responded. “would that excuse. Let me off the hook, if I was at fault”

It was just a typing error when you put it into your software and then cut it out, there we go all sorted 😆

[Mike Brown]

no mate – you were absolutely right! 😎

more soon

mikethesign

[James kelly]

Legally you are right but personally, if I had not noticed the typing error and checked it with the client, I would have offered her a replacement F.O.C.

I have supplied many graphics by mail order and occasionally, but thankfully not often, this has happened. In the style of the big high street stores like Tesco, etc., I give a replacement with ‘no questions asked’. You’d be amazed how many other sales in that area I sometimes get within a week or so! Word of mouth is a great way of advertising, but give a service like this and word becomes wildfire, equally true when negative.

In reality, you are possibly either just breaking-even or losing very little in monetary terms if you supply a replacement and the benefits may well work in your favour. How would you feel if you were her and received a free replacement even after making a mistake? I say, send her a replacement with a short excuse saying that she had been talking to an employee who misunderstood your company’s policy.

[Simon Forrester]

I must agree with JSK, simply replace the item FOC and with a smile 😆 .

Customer Service is the MOST important part of any business, it’s a lot easier to sell goods to a happy customer, by rectifiying their mistake costs you very little but will imprint your company into their mind, they will then return with more buisness and tell their friends too.

Wouldn’t normal rant like this but it really works, we’ve tripled turnover(and profit) in the last 3 years simple by improving our customer service.

Simon

[Simon Clayton]

I agree with frozzy and Jsk,

Its only £15 and She could be a corporate buyer for Tesco’s or something,
(you could have lost several thousand t-shirts).

Now if it had been an order for 20 t-shirts that’s a different matter, but i would still have charge the whole lot at cost.

Simon

[John Singh]

quote :

The hand writen note was also spelt how she spelt it in her e-mail. She insists she spelt it correct to me over the phone, and I had wrote it wrong.

Her reply was. “that was just a typing error” she`s not to blame!!!!!

Seems to me she has made a bit of a fool of herself, to others as they’ve spotted the error. But she doesn’t want to own up to it and just laugh it off, instead she wants to make you look the idiot!

Surely we meet up with these characters daily. They won’t admit they’ve made an error, somehow it’s our mistake! We should have known, after all its our business to know isn’t it.

Why didn’t we tell them the colours would not go together. Why didn’t we tell them the telephone number was going to come out this small. Now we did send the proofs didn’t we? Yes we did! So how come we are having to explain colours and sizes

I do not have much time for those who try to save face with their superiors by blaming somebody else for their bloomers

John

[Robert Lambie]

i agree with you mate. but also agree with some other replies…
if you have plenty time when she complains then do it again & win a feather in your cap.

if your busy and no time for it, then get on with your work and let it go!
😉

[Martin C]

What was the spellinng mistake?

I used to be in the print, checked a paper through for 4 weeks and one particular front page ad hada mistake in it despite everyone, about 6 people, going over it with a fine tooth comb.

It wasn’t an oil delivery company saying they had the biggest fleet of Tankers in the country was it 😀 ?

[Mike Grant]

I personaly would have told her where to shove it! I hate penny pinching time wasters who have nothing better to do.

Spelling now that reminds me of a take away menu I once did, you know the type with millions of dishes on. Well I decided to throw in an obvious spelling mistake to test my boys to see if they would spot it. Well you guessed it they didn’t, so before they fixed it I told them there was a mistake on the sign and they had to find it. Well I’ll be blowed if they didn’t find three spelling errors that I had missed BUT STILL COULDN’T FIND MY DELIBERATE ONE! (:)

[Kevin.Beck]

I quite agree with the comments regarding customer relations/keeping the customer happy/the customer is always right etc.

But how far do we take this school of thought?

What should I have said if the customer ordered 1 tee shirt and demanded another free?

When the customer places an order for a sign, then asks for another free. What would you say?

When you give a price for a job, the customer then turns round and says” I give you half that” what do you say?

Do you say, yes sir, of course sir, anything you say sir.. I bet you don`t.

Should we kiss butt, drop our trousers and bend over, just in case they are a Tesco`s rep, and might place an order for several thousand!! if thats the case, we`ll all have to start wearing kilts and going “commando” for easy entry 😀 (this is not an insult to you scotts folk)

How many times have you heard the following” give me a price for 1000 items, but I just want 1 for now”

THE CUSTOMER IS ALWAYS RIGHT……BUT SOMETIMES THEY`RE A PRATT TOO….

Yep, I could have righted the situation for £2. But not after being spoke to like I was.

[Andy Gorman]

I used to work in a boozer years ago and found that there are 2 basic types of people; those who are polite, reasonable and courteous and those who think they own you because they are paying for your services/products. Only you know how to react when faced with an awkward customer and it was your decision and good on you for refusing to be treated like a doormat.

You’re my hero. 😉

[Rodney Gold]

I often correct free of charge if its one of a big order.
I often correct at cost if its a good customer or a potentially good one
I often cor4rect at cost for a one off customer that admits “the damge was my fault and could you help out and do another for me”
I NEVER correct at anything other than full price for an abusive one off customer who got it wrong and blames me.

We have an easy solution to the 1000: 1 customer , we tell em 1000 cost $1 each , 1 cost $50 and we will credit the $49 difference when the other 999 are ordered.

I often “Fire” customers : like the guy that orders 5 small panels every 6 months , moans about the price every time (gbp 8 per unit on a machine
that sells for gbp 7k), changes his switch sizes and doesnt tell us , wants me to keep 6 sq metes of a particular material for his job (which material will last me a million years) and the last straw was when he came to collect the stuff and sat in my office which is next to the showroom which was full of female customers and proceed to tell me in his loudest voice how happy he was he divorced his thin wife and married a plump lady cos now he could really hammer away at her without felling he was crushing her. (he was a lot cruder about it)
I just got up and told him we cannot service him properly and suggested my opposition , otherwise he was welcome to place an order of 100 units , pay in advance at double the price.
If you consistently don’t make money on a customer – it’s time to fire em.

[Kevin.Beck]

First phone call of the day.

How much for this?

£20 was my reply.

Can you come to our office to disscuss the order? (5 miles away, rush hour traffic)

Yes but I`ll have to charge you £70.

Oh, right, I`ll come to you.

[Jenny]

I’m all for the customers always being right, but they have to except some responsabilty. I’ve had proofs signed off and when they get their work back they say they don’t like the font I have used. I say “but you signed the proof saying you where happy to go ahead with that design” – they say “well I didn’t know you where going to use that font.”
Go figger that one out? Thats why we give a proof isn’t it? 😕 But still they come…

[Ian Stewart-Koster]

“The customer is always right” – NO! some customers are just a pain in the … and that’s always they way they’ll be. For some customers, cutting them off may be a loss, but it’ll be a smaller loss than putting up with them plus the future losses.
On the other hand, this woman may not be the buying agent for some big company, but her son/daughter may be. The cost to you to fix it may be worth far more in goodwill than the financial loss.
Tough decision to decide which track is the best for the business!