cobblers.keys Posted July 18, 2022 Report Share Posted July 18, 2022 A customer rang before my holidays to say that 6 trophies for their darts league presentation event had the incorrect team name on them. When he came in today in a rush he asked when to collect I said tomorrow but when I checked both his order and job list HE had given me the incorrect details to engrave. Would you charge again £30 for the 6 trophies or do them free ? The total order cost is £989. Quote Link to comment Share on other sites More sharing options...
grahamparker Posted July 18, 2022 Report Share Posted July 18, 2022 You do things for free when YOU make the mistake. Total cost of any job is completely irrelevant, profit on the job is. We would charge again. Auto Key Wizard 1 Quote Link to comment Share on other sites More sharing options...
cobblers.keys Posted July 18, 2022 Author Report Share Posted July 18, 2022 The reason I mentioned the cost is to highlight the monetary value and is it worth the possibility of loosing the job next year for the sake of proving to the customer that he has made a mistake and charge an extra £30 or just say that I have copied exactly what was emailed to me but will redo foc as a good will gesture. lockdecoders 1 Quote Link to comment Share on other sites More sharing options...
grahamparker Posted July 18, 2022 Report Share Posted July 18, 2022 Do as you see fit. I pay for my mistakes. Quote Link to comment Share on other sites More sharing options...
doug Posted July 18, 2022 Report Share Posted July 18, 2022 Did you talk to him about his expectations? A good customer would be willing to negotiate Quote Link to comment Share on other sites More sharing options...
cobblers.keys Posted July 18, 2022 Author Report Share Posted July 18, 2022 1 hour ago, grahamparker said: Do as you see fit. I pay for my mistakes. If I had misread or copied incorrectly then it's definitely done again free. However this is a case of the customer mixing up his text and passing it on to me to engrave. Quote Link to comment Share on other sites More sharing options...
grahamparker Posted July 18, 2022 Report Share Posted July 18, 2022 If you asked your supplier to engrave the trophies for you they would charge you again. Why would they not ?. As I said do as you see fit you do not need anyone on here to tell you to justify how you handle your customers. kobblers 1 Quote Link to comment Share on other sites More sharing options...
Flash Posted July 18, 2022 Report Share Posted July 18, 2022 Maybe you should have checked while the customer was in the shop, you could have shown the evidence of the error, you could have then negotiated with the customer, it may be to late now, you may have to bite the bullet, unless the customer is a reasonable person and you may be able to do a deal. Quote Link to comment Share on other sites More sharing options...
cobblers.keys Posted July 18, 2022 Author Report Share Posted July 18, 2022 He is coming back tomorrow to collect there won't be any problem with him when I tell him it's his error. I will tell him that I have changed the trophy plates with correct wording and mention that I checked his wording and he had made the mistake but I will alter his mistake for free as a good will gesture. That was the team in question gets their trophies correct and I give him my good customer service everyone's happy. lockdecoders 1 Quote Link to comment Share on other sites More sharing options...
Flash Posted July 18, 2022 Report Share Posted July 18, 2022 If its only a matter of a few trophy plates and a little time engraving I think I would do the same. Look at it this way, if you refused to help he would never admit to his colleagues that it was his mistake and your reputation would be shot, now he will tell his mates it was his fault and how good it was of you to put it right, all for a few quid and a little time. kobblers 1 Quote Link to comment Share on other sites More sharing options...
cobblers.keys Posted July 18, 2022 Author Report Share Posted July 18, 2022 Thanks Flash, That's kind of what I am thinking although if he admits to his mates it's his or my fault I'm probably not sure but either way the job will be done and issue forgotten about and hopefully they come next time. I just put the question out there to see what others think would be the best way to go about it as fellow engravers etc. Thanks again kobblers 1 Quote Link to comment Share on other sites More sharing options...
JamesST Posted July 18, 2022 Report Share Posted July 18, 2022 A few plates is nothing in the grand scheme of things, and a happy customer will usually be grateful. They may even insist on paying something if you explain it was their fault but no charge. kobblers 1 Quote Link to comment Share on other sites More sharing options...
Auto Key Wizard Posted July 18, 2022 Report Share Posted July 18, 2022 9 hours ago, cobblers.keys said: customer rang to say that 6 trophies had the incorrect team name on them. he came in today in a rush HE had given me the incorrect details In this so called "Grand scheme of things" the error is on his part. He should pay £30, Stop rushing and be more observant in future. grahamparker 1 Quote Link to comment Share on other sites More sharing options...
x minit uk Posted July 19, 2022 Report Share Posted July 19, 2022 I would charge the £30 . He may not come back next year anyway. grahamparker 1 Quote Link to comment Share on other sites More sharing options...
keithm Posted July 19, 2022 Report Share Posted July 19, 2022 I would ask him to agree to a half price deal, win, win More than a fair solution. Happy Dude, Sarah Wise, Flash and 1 other 4 Quote Link to comment Share on other sites More sharing options...
MartyCoggs Posted July 19, 2022 Report Share Posted July 19, 2022 A similar thing happened to me last week, (customer date error) I did what I normally do....we compromised, original job price was £38 agreed on £20 to "cover my costs''. Everyone happy, I kept a customer and I still made a decent profit. keithm, Sarah Wise and Flash 3 Quote Link to comment Share on other sites More sharing options...
Flash Posted July 19, 2022 Report Share Posted July 19, 2022 10 hours ago, x minit uk said: I would charge the £30 . He may not come back next year anyway. But, he may spend a lot of time slagging you off because of "YOUR" stupid mistake. Sarah Wise 1 Quote Link to comment Share on other sites More sharing options...
x minit uk Posted July 20, 2022 Report Share Posted July 20, 2022 13 hours ago, Flash said: But, he may spend a lot of time slagging you off because of "YOUR" stupid mistake. But, he might not. Quote Link to comment Share on other sites More sharing options...
cobblers.keys Posted July 20, 2022 Author Report Share Posted July 20, 2022 Customer came in today to collect the trophies and said straight away sorry it was there secretary who made the mistake and offered to pay the £30 without me even speaking. So I will just charge £20 and explained that if it was my mistake it would be free. Happy ending. x minit uk and JamesST 2 Quote Link to comment Share on other sites More sharing options...
Flash Posted July 20, 2022 Report Share Posted July 20, 2022 12 hours ago, x minit uk said: But, he might not. But is it worth the risk? For a few plates and a little time I don't think so. Quote Link to comment Share on other sites More sharing options...
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