Pixtus - Photography Forum, Photographers, Photo Tips

HotHolly · **What would you do? -** 04-30-2009, 10:19 AM

OK, here's the sit. What would you do?

I photographed a client - who I really liked up until it was time to order. Then they turned nutto.

Short version - I allowed them to purchase an add-on product (that was only available with the purchase of a large print) b/c it was needed ASAP. I almost said no, and made them wait, but they had been so nice. So I allowed them to order it at the really cheap add on price without the main product purchase. (I know, just shoot me. I never learn).

Anyway, one thing after another...blah blah blah...the client asks the order to be mailed to them. I did. Priority Mail routed her package oddly even though she is in this area. The item was requested to be mailed last Thur at close. It was labeled and dropped off on Friday. Mail stops for the weekend here, so Im assuming it left Abilene Monday night or Tue am. I wouldnt have thought it was lost yet b/c the post outa here is slow.

Since the package was routed oddly and took more than 3 days to get into their hands, they want their S&H fees returned. Its $6 we are talking about. However, that means, I pay the $6 b/c according to the post office, it has not been 3 days yet since they were closed for the weekend. The client did not ask for express service. They only know it was sent post and rerouted through DFW.

I was thinking about telling them that I will happily eat the PO mistake and absorb her shipping cost myself when she places her print order. Or should I tell her to take it up with the PO?

Im so stupid! Why do I never learn that being nice gets me bit on the butt!!!! somebody slap me!!!

JohnT · 04-30-2009, 10:29 AM

I guess to keep them happy, I'd offer a $6 credit towards their print order.

Nothing wrong with being nice; I think it's great you're like that. However, there are just some people who will take advantage whenever they can.

J Eddington · 04-30-2009, 10:31 AM

No refund. Sorry they did not request overnight delivery. NO one can gurantee when the post office is going to deliver anything!
There is nothing to take up with the post office. Overnight or special delivery was not requested.
Next time get the money for the package even if they do not place the order right away BEFORE you give the the special discount on the Product. OR sell them the item at full price, but give them the discount when they purchase the package that it came with.

HotHolly · 04-30-2009, 10:49 AM

Quote:

Originally Posted by J Eddington

No refund. Sorry they did not request overnight delivery. NO one can gurantee when the post office is going to deliver anything!
There is nothing to take up with the post office. Overnight or special delivery was not requested.
Next time get the money for the package even if they do not place the order right away BEFORE you give the the special discount on the Product. OR sell them the item at full price, but give them the discount when they purchase the package that it came with.

I know. I said I never learn. I have no idea what came over me. I havent done something that stupid in years.

srwatters · 04-30-2009, 11:39 AM

So much grief over $6? I know that $6 from every order will hurt you, but is the stress over this one really worth it? Can't hardly get a fast food value meal for $6 any more...

"Just trying to reason with hurricane season"

Jake · 04-30-2009, 11:43 AM

I would just take $6 off their next print order.

Then I would fart on one of their prints......J/K

HotHolly · 12:06 PM

Quote:

Originally Posted by srwatters

So much grief over $6?

That's what I felt like. But it ends up being more than that but not enough that its a big deal to me. Over the course of a year, all those $6 + refund fees add up.

So much grief over...? What's worth the grief? Right now nothing is. Im worn out.

Im getting lazy and not wanting to play ball anymore (as Don put it). That's why she ended up getting the add-on thing without purchasing anything else. I was avoiding the confrontation that would go with it.

Where did bossy Holly go? I think I musta sold her for $5 in an add-on sale a few weeks ago. I need a vacation...some place sunny.

HotHolly added 3 Minutes and 6 Seconds later...Double Post Merged Below

Quote:

Originally Posted by thejakestir

I would just take $6 off their next print order.

Then I would fart on one of their prints......J/K

lol. That is such a boy answer!

kimberley · 04-30-2009, 12:52 PM

girl...my first thought would be to tell them to take a hike, the fact you only charged her 6 bucks for shipping, come on, shes on crack...I usually charge $15 or 5% of the total order and I never guarentee a time unless they pay extra for it...unless you guarenteed them when it would get there I tell them sorry...if you give in on this they will nickle and dime you on everything from this time on...

Yes while I agree 6 bucks is not alot...but sometimes we need to stand our ground...

HotHolly · 04-30-2009, 01:31 PM

Quote:

Originally Posted by kimberley

I usually charge $15 or 5% of the total order

right back at you. my cheap-o shipping is usually $10. i really think i've lost my mind.

where is the crazy smiley face?

<-- This one looks kinda crazy. He has underpants and no legs. lol. no wonder they fell off.

Rson · 04-30-2009, 02:18 PM

6$ in pennies sent via First class mail.

Debbi · 04-30-2009, 02:27 PM

Quote:

Originally Posted by Rson

6$ in pennies sent via First class mail.

Holly, is it time for Disneyworld?

J Eddington · 04-30-2009, 02:39 PM

I think that when the Dallas PPA has girls night out in June you need to come!!

kimberley · 04-30-2009, 03:29 PM

so did you tell em to suck it?...... Im all about customer service but this takes the cake...

ka5txl · 03:48 PM

Quote:

Originally Posted by thejakestir

I would just take $6 off their next print order.

Then I would fart on one of their prints......J/K

ka5txl added 3 Minutes and 47 Seconds later...Double Post Merged Below

Quote:

Originally Posted by HotHolly

Where did bossy Holly go? I think I musta sold her for $5 in an add-on sale a few weeks ago. I need a vacation...some place sunny.
lol. That is such a boy answer!

I wouldn't recommend Mexico right now

studio.nut · 04-30-2009, 04:19 PM

Just my feeble thoughts - Been dealing with the Public and Customer Service in many different arenas since the early '70s - You can't win this - Your business reputation is the most important thing - Customer's like this (They are hard to spot) will always hurt you if they're unhappy... Smile, refund them, and always have a prior commitment if they try to book you again.

Ernie