cjmst3k
SGF, Supreme Grumble Framer
- Joined
- Apr 25, 2006
- Posts
- 4,414
A customer brought in a print to be framed. At the top, it had the location big and bold above the image. We recommend just showing the white around the image because it will look more like a fine-art print rather than a poster, and to fit-in with her other existing artwork, but that we would differ to her preference. After a long while contemplating the choice, she decides to hide all text except some tiny text under the print. We write on the order "hide all text except small under image". The customer gets a copy (NCR paper, so it doesn't press thru too clearly on hers), and we have two copies.
The customer comes to pick it up and says "oh, I wanted the big text at the top to show". I apologized saying I must have made a mistake, and that I'd take care of it at no charge, because it must have been my mistake.
After she leaves and finish with another customer, I see my original note on the invoice to "hide all text except small under image". I call the customer back and say we would be glad to add at no charge a nameplate over the glass of the text, or we would need to treat this as a new frame order to redo the frame, since we only did what she requested.
She kindly said that she would just take it as-is, and that she should be more careful how she describes what she wants done. I said I didn't want her to be unhappy... so that I'd call my distributor to see if I can get a special price for a redo and only charge her for that... (BS) and that I'll call her back.
She was saying there was a miscommunication (implying we made the mistake) though our measurements and notes are clear that this is what was planned.
Sorry for the long story, but what would you do? Charge a whole new frame? Charge just for materials? Charge nothing?
btw - the frame job is a $200 frame job, single mat, traditional scoop w/bead frame. Pretty much all would need to be tossed to make the new frame.
The customer comes to pick it up and says "oh, I wanted the big text at the top to show". I apologized saying I must have made a mistake, and that I'd take care of it at no charge, because it must have been my mistake.
After she leaves and finish with another customer, I see my original note on the invoice to "hide all text except small under image". I call the customer back and say we would be glad to add at no charge a nameplate over the glass of the text, or we would need to treat this as a new frame order to redo the frame, since we only did what she requested.
She kindly said that she would just take it as-is, and that she should be more careful how she describes what she wants done. I said I didn't want her to be unhappy... so that I'd call my distributor to see if I can get a special price for a redo and only charge her for that... (BS) and that I'll call her back.
She was saying there was a miscommunication (implying we made the mistake) though our measurements and notes are clear that this is what was planned.
Sorry for the long story, but what would you do? Charge a whole new frame? Charge just for materials? Charge nothing?
btw - the frame job is a $200 frame job, single mat, traditional scoop w/bead frame. Pretty much all would need to be tossed to make the new frame.
Rick