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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.

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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.

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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.

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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.

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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.

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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 

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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.

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