Dealing with photo credits

[keripayne]

I offer a photo credit with my sitting fees. It's clearly listed on my contract, and when I send a link to their images (I use online proofing), I very explicitly walk them through how to redeem their credit.

Up to this point, if the customer places an order and does not use the credit, I don't point it out to them. But today I had an order placed by someone who HAS used the credit in the past, but did not use the credit this time. She also overpaid at the time of the sitting because she did not have the correct amount (and paid by cash). I told her that I would just apply the overage to her print credit - even though I think she might have been thinking of this as a "tip" of sorts.

Anyway - should I mention the credit to her? I'm just starting out and want to maintain good customer service, but also don't want to talk myself out of money.

What would you guys do???

Thanks!!

[CaptainTom]

Advise her of the credit and see what her reaction is. She might say "never mind" because she's happy, or she will say Oh my God, you are such a great person.... that would be my choice.

word of mouth only works when the word is GREAT !!

[bondarnes]

Originally Posted by CaptainTom

word of mouth only works when the word is GREAT !!

When it is not great it still works. It drives customers away.

I agree with Tom. If you would bring up the fact that A client has not paid you enough then you need to also point out any overpayment. It's just the right thing to do.

[keripayne]

Originally Posted by bondarnes

When it is not great it still works. It drives customers away.

I agree with Tom. If you would bring up the fact that A client has not paid you enough then you need to also point out any overpayment. It's just the right thing to do.

I hadn't looked it that way! I guess I just looked at it like I had given them a coupon they didn't use for whatever reason. But seeing it from your perspective makes it completely different.

It's just strange to me, really, that people WOULDN'T use their credits. Is that situation just unique to me?

[J Eddington]

Originally Posted by keripayne

I hadn't looked it that way! I guess I just looked at it like I had given them a coupon they didn't use for whatever reason. But seeing it from your perspective makes it completely different.

It's just strange to me, really, that people WOULDN'T use their credits. Is that situation just unique to me?

They for get that they have it! or place the order and forget to enter the credit.