[PrintOwners] What would you do with this client?

[Steve Blatman]

Years ago, when we brought typesetting in-house, we were quick to 
stand on ceremony on this issue. However, someone's words (maybe Stu 
or Paris) struck a chord--we should not expect our customers to be 
the quality-control for our typesetting department.

Since that epiphany, our policy has been that, if we were given the 
correct information and instructions, and failed to follow them, the 
reprint is our responsibility. If we accurately set the (incorrect) 
information given to us by the customer, especially if it's 
information we should have had in our files (phone numbers, spellings 
of names of the principals, etc.), we'll either eat it or negotiate, 
depending on the usual factors. If we could only have known that the 
information we were given was incorrect through heroic means or mind-
reading, we expect to be paid fairly for the work we did.

Of course, this only works because we proof internally, double-check 
phone numbers and web addresses, etc. When we screw up, we can always 
trace it to taking a "short cut" in our normal proofing process, 
usually because a job is a rush. 

And, speaking of rush jobs, we are careful to explain to customers 
that errors are more likely on rush jobs, and we expect them to 
proofread seriously and carefully on jobs like event programs, that 
everyone has seen so many times, in so many versions, and on so short 
a timetable, that errors are otherwise nearly inevitable. Even so, we 
do our best to go through the whole paper trail of changes on a job 
before it's actually produced.

YMMV,
Steve


> 
> The fax from the client reads, "I am not going to be responsible for 
> proofreading for your employees." ... "The only thing I'm signing off on 
> is how many we want."
> 
> Our error was typing their web address "www.customer_one_line.com" 
> instead of "www.customer_on_line.com". It was a change to their business 
> cards - 2 words.
> 
> They generally near #50 in our customer rankings each year and pay 
> promptly. However, this is not the first time something like this has 
> come up with them. They also do a few spendy mailings each year.
> 
> Your opinions would be appreciated.
> 
> Sincerely,
> Rob Meier
> 
> 
> -- 
> _____________________________
> 
> Insty-Prints
> 2429 E. Clairemont Ave.
> Eau Claire, WI 54701
> 
> (715) 835-1959 phone
> (800) 258-8122 toll free
> (715) 835-7078 fax
> 
> goinsty at goinsty.com
> 
> _____________________________
> 
> Star Marking - Rubber Stamps
> 2425 E. Clairemont Ave.
> Eau Claire, WI 54701
> 
> (715) 835-4001 phone
> (800) 634-4002 toll free
> (715) 835-7078 fax
> 
> stamps at starmarking.com
> 
> 
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Steve Blatman
Ink Spot Printing & Copy Center, Inc.
14 Church Road, Frazer, PA 19355 USA
Tel: 610-647-0776
Fax: 610-647-4560