To send the photo again or not? - DPChallenge Forums

Canon EF 70-200mm f/2.8L IS USM

11/24/2004 01:09:36 PM · #1

I posted in a thread about a month or two ago about a problem client I had.

Long story short, shoot conditions were brutal, shot anyway, offered re-shoot, she hated 80% the shots, turned down the re-shoot, picked a photo, I sent her an 8x10.

New problem, she just emailed me, she never got the photo (which I sent over a month ago) because she moved and didn't forward her mail or change her address with me. Now she's asked if I could send her another print.

What now? I'm FAR beyond caring about what she'll tell people about me. Thus far, I feel I've offered excellent customer service.

Should I charge her for the second print? My head says yes.

Thoughts?

wewillexplore

Canon EOS-1D Mark II

11/24/2004 01:13:25 PM · #2

Depends. Do you think you'll get more than $3.00 worth of business from her again or from referrals she makes? The print will cost you $3. What's it going to cost if you don't? (I don't know the answers so I can't give you one).

M

Skip

Canon EOS-1D X

Canon EF 300mm f/2.8L IS USM

11/24/2004 01:15:41 PM · #3

what's it going to cost you? nickles and dimes in the big scheme of things. maybe you reprint and send registered mail (or confirmed receipt, whatever), but include a cover letter that tactfully reiterates everything you've done to try to satisfy them. as long as they have the photo, they'll probably display it, and knowing what you're capable of, it will probably garner some nice comments, which over time will make the experience better for you and the nasty client. just an idea...

lwkimages

Canon EF 24-105mm f/4.0L IS

11/24/2004 01:15:57 PM · #4

Give her the benefit of the doubt and send the photo. It can't hurt you any more than you've already been hurt by this. OTOH, if you DON'T send it, it can't help.

pcody

Canon PowerShot G6

Nikon AF Nikkor 50mm f/1.8

11/24/2004 01:16:21 PM · #5

She was living at home with her mom, as I remember? Wouldn't her mom have recieved the print at her address?
I'd do one more for her. You really don't know if the post office is losing things. If she's trying to be cheap, it more a reflection her than anything else. Maybe make her come pick this one up if possible.

LoudDog

Canon EOS-350D Rebel XT

Canon EF 17-40mm f/4.0L USM

11/24/2004 01:20:28 PM · #6

Email her the original and tell her to go print as many as she wants herself at costco/walmart/wherever. It's free to you and you won't need to deal with her anymore.

You can't do anything with the original file anyway and I'm sure you aren't looking forward to selling her more prints...

coolhar

Canon PowerShot Pro 90 IS

11/24/2004 01:21:16 PM · #7

Originally posted by GoldBerry:

Should I charge her for the second print?

YES.
I remember your first post. Charge her for the additional print, and again for shiping & handling. Maybe when she figures out that she is going to get nothing more from you without paying more she will move on.

blemt

Nikon D70

Tamron SP AF 28-75mm f/2.8 XR Di for Nikon

11/24/2004 01:22:46 PM · #8

She's asking for the same print correct? I'd say send it. It's good customer service. I'm wondering how you mailed it previously? Did you send it registered mail or something similar?

If you didn't, I would suggest doing so in the future. It will minimize this kind of incident. :)

Clara

Moose101

Canon EOS-350D Rebel XT

Sigma 18-200mm f/3.5-6.3 DC OS for Canon

11/24/2004 01:24:15 PM · #9

Originally posted by skiprow:

Skiprow ... you took the words out of my mouth... Registered Mail, it costs a buck or two more. However, you have a guarantee that it's gotten to the destination and your worries are hopefully over. Also, what's a couple more bucks if it lays this whole episode to rest. I'm sure in the end that's all you want Lori.

Good Luck ;-)

Canon EF 100mm f/2.8 USM Macro

11/24/2004 01:35:08 PM · #10

Thanks guys, lots of fast replies! ANd I think a couple people misunderstood..it's not a matter of should I send it, but whether or not to charge her.

What I COMPLETELY FORGOT is that she OWNS the negatives! That's apart of all my deals. $150 for one print and the disc of negatives. She doesn't need me: she already has all the files!

So now what do I say? "hey missus, you've got the friggin disc, I already spent $15 printing it and sending it once: do it yourself".

The disc is for this reason: for reprints. And she got the disc for free. Can I tell her to do the printing herself?

P.S. She didn't live with her mom: we just did the shoot at her mom's house.

Spork99

OM System OM-1

11/24/2004 02:54:20 PM · #11

Print it out on a B&W Laser printer, fold it up, stick it in a letter size envelope and mail it.

Message edited by author 2004-11-24 14:54:35.

Nikon AF-S Nikkor 28-300mm f3.5-5.6G ED VR

11/24/2004 03:28:53 PM · #12

err did I mention she's a corrections officer and could split my spine with a good strong stare?

lol

Arcanist

Nikon D810

11/24/2004 03:40:38 PM · #13

Send her the print registered mail and include specific instructions on how she can reprint all the shots she desires from the CD that you already provided at any Wal-Mart. Not only have you then provided no recourse for another print request, you have heap tons of good will on her at the same time - that alone should steam her up a bit if she is planning to try to take more advantage of you.

pcody

Canon PowerShot G6

Nikon AF Nikkor 50mm f/1.8

11/24/2004 08:51:26 PM · #14

faulty memory. about the mom. and just what Arcanist said except I'd still make her come pick up the print. I call that my "submissive compliance opposition" behaviour mode. You are complying happily without any complaints to her wishes, but causing more work for her to get it.

deapee

Kodak V803

Nikon AF Nikkor 50mm f/1.8D

11/24/2004 09:05:35 PM · #15

Seems like you've reached the 'retail' part of sales -- I see it all day long. People are ignorant, self-centered, care about nothing but themselves, and stubborn. Just make her happy and move on.

I did retail sales for a while and still do -- it's a pain and if you can't bite your tongue sometimes, you don't belong in that business (not saying you're in the business, just giving an example). Now, I am in commercial sales where my sales figures depend highly on the relationship that I've built with my customers over time. I bite my tongue day in and day out sometimes a couple times a day. Then, when it's over, I sit back and complain to myself and think about how much these ignorant people care about nothing but themselves and often don't realize how much effort I put forward to cater to their every need.

Sorry to make it such a long story -- but no matter what business you're in, biting your tongue should become second nature if you want to stay a step above the rest. A bad attitude will get you nowhere -- and sometimes a nice gesture won't get you anywhere either, but that nice gesture surely isn't going to hurt.

Canon EF 28-135mm f/3.5-5.6 IS USM

11/25/2004 10:56:36 AM · #16

Sigh..unfortunately i know JUST what you're talking about. I've been a cashier, waitress, receptionist, the works. And you've never experienced hell to you've been a 19 year old receptionist for a big oil company with hundreds of dirty men (most older and married)trying to get you to rent a room with them..or just thinking you've got the brains of a rock.

I know about customer service, but I made a promise to myself that I wouldn't run a business where myself or my employees were being demeaned by a customer just so I/we could get their money - that person wouldn't be a customer anymore by my own choice. This is my first! I'm so happy! lol

ClubJuggle

Canon EOS-400D Rebel XTi

11/25/2004 11:04:10 AM · #17

On average, when someone has a good customer service experience, they'll tell about 2 people.

Whey they have a negative experience, on average they'll tell about 25 people.

Is protecting your reputation worth $5? Just something to bear in mind.

-Terry

Tamron SP AF 28-75mm f/2.8 XR Di for Nikon

11/25/2004 11:09:46 AM · #18

That's not a new concept :-)

And I'm sure she's done all the bad mouthing she can do already. She got what she paid for plus much much more in the way of free negatives. Her not changing her address or forwarding her mail is very irresponsible and in no way my fault.

I didn't realize that so many people are willing to compromise their beliefs and morals for $2 ;-) I do consider it a great compromise if I were to do it.

Still debating. Printing it and having her pick it up may be a good idea.

blemt

Nikon D70

11/25/2004 01:28:06 PM · #19

My question is this: did you send the original shot regestered mail/UPS/or some other form of service that verifies delivery?

Tamron SP AF 28-75mm f/2.8 XR Di for Nikon

11/25/2004 01:32:08 PM · #20

Originally posted by blemt:

My question is this: did you send the original shot regestered mail/UPS/or some other form of service that verifies delivery?

I just sent it regular mail. It wasn't a question of my methods, she openly admitted that it was her fault for not letting me know she'd moved and for not forwarding her mail. Then again, if she wants to contest if I sent it or not at all the only proof I have is a receipt from the post office for teh actual postage. lol.

Yea, maybe learn a lesson and just send it again. Registered.

blemt

Nikon D70

11/25/2004 01:35:49 PM · #21

Originally posted by GoldBerry:

[
Yea, maybe learn a lesson and just send it again. Registered.

Just resend it registered. :) Make it your habit to always do so. Then you could politely inform the customer to stick it where the sun don't shine. ;)

Clara