How far should the "the customer is always right" go?
Problem without a solution.I am stuck here, at my desk, pondering whether or not to throw my hands in the air and say, "you're the customer/client, I will do whatever it takes to make you happy". Here is the deal, a beautiful family session, white dresses, bare feet, green grass and beautiful images... oops: mom doesn't like the face of one of the children in the awesome pose. She likes the other faces, but not this particular one. "So, can we do a head swap? Because I LOVE everything about this image except this face." I say, "of course". I explain what a head swap is and that I will not be doing it myself, it will be outsourced, etc... and sometimes it can look a little weird because it's a head swap, not the actual face in the original image. She's okay with this.
I outsource, using my awesome printing company, for the head swap. It comes back, only as a "face swap". The mom is not happy now. She notices the bow is the same in the "I don't like the face in this picture" image. So, I resend it {and ask if there was a head swap or face swap}. They claim they did the entire head. I order another image anyway, to make mom happy and I double check to make sure they do the entire head. They did the entire head and it's great. We get the new, beautiful image in, on canvas, and I think it looks fabulous!
I drop the image off to the mom and she sees it, doesn't say anything and then calls after she gets home. "They did NOT swap the entire head. The forehead looks too big, the bow is different but the hair still looks the same!" *Sigh* {head falling down} = me. I offered a reshoot- at no cost. She doesn't want that {she wants *them* to do the job they're supposed to do - photoshop the entire head}. I called to triple check that there was a head swap {there was and I trust what they're saying}. I want my clients to be 150% happy with what they purchase. My business is about customer service and giving the clients an experience they will never forget. Now what? When do you say, "it's either we re-shoot or you have to keep the canvas as is". It could mean an angry client but I will not be out hundreds of dollars... again.
At what point is the customer cut-off and told, this is the way it is, take it or leave it? At what point are WE right and they're wrong? Oy.
Much love, A.
Andrea,
That's really a tough question.
A quick answer would be to get the PS file from the lab and show the before and after in layesrs. Have the client come in and look at it as you turn on and off the layer. This would be last thing I would want to do but in this situation it's warranted.
In this case the client is right. She just wants the image.
This is your opportunity to really be patient and come through for her. How you handle this can define the reputation she helps you build with her social circle.
My advice: eat the cost and consider it the cost of doing business. You could always just call it advertising.
I agree with Jeff. Unfortunately, a potentially bad experience for your customer could cost a lot more for your business than just eating the cost of another reprint.
Unhappy customers speak the loudest on web sites and reviews, and to their friends, such that even a single unhappy client could cost you potential future business.
But if you are patient and really continue to deliver for this client, with a smile, and you keep customer service as a high priority, then her feedback to friends and family will be appreciative of your assistance and willingness to work with her. It may help you gain more business in the long run.
Best of luck.
Good suggestions! I talked to my printing company and they do not have the PS (layered) files anymore. Of course, they flatten to a jpeg before they print. Oy.
I have no problem reprinting. I will eat the cost, I want my client to be happy.
Problem: When I talked to the remake specialist, they said, "nothing will be different, the image will look the same and be printed the same as the last image. You can keep resending it, but the image is going to come back exactly like the last image."
I have a thought: I will resend it and ask for the PSD file BEFORE printing and have my client view it before we send it through. Is that unprofessional?
muchas gracias!!
A.
I'm with Jeff. Drop the before and after JPEGs into a PSD file that way you can show her the difference by turning on and off the layer. If she still doesn't believe you, there's not much you can do. If you're not the one doing the head swap, and that's how the company you use does it, then there aren't a lot of options left.
I would have had the client approve the changes before it went to print. I have just ordered wallpaper - the dimensions of the area to be wallpapered are different to the image and some sections will be trimmed (trees and grass) .. I had the client approve the new shape and look before sending to print. I do the same for head swaps or extensive edits. It is cheaper than printing something and they feel they are in control and approving it. I would show her the two heads and the swap (layering 2 jpgs in PS) and if she still doesn't like it credit her for the canvas. Reprinting it won't make any difference. Better to have a happy client.
Great thread! Gosh, we've all been there. Agree with making the client happy--totally worth it! You can do it! :)
This is always a nightmare when it happens. I feel for you.
I know it doesn't help now but I always force my clients to sign off on a soft proof like a pdf, jpeg or PNG before going to press, submitting the artwork for publication or uploading to the web. I prefer to get their approval via email or even fax if possible just in case the client ends up being a disreputable person and tries to pull something should it come to any kind of legal issue. It never has but it's always best to err on the side of caution in my opinion. At the very least your service you use should be willing to do that for you.
Beyond that I might consider either using another service or requesting in the future that the one you do use keep and even supply you with the layered psd file. Any time I do any kind of work in Photoshop I always make an effort to keep the original image intact and keep a layered file on hand as well. you never know when you might need to use a portion of that same image in another photo or if you came up with a cool "look" you can go back to the layered file and see what you did if you want to replicate it. I know I don't write that type of thing down.
I'm all about pleasing the client but sometimes you just feel like you're being taken advantage of. When that gets to be the case only you can determine the best course of action.
Thank you for all of your support! I appreciate it so much. I am sending the image off for a head swap BUT I will have a file sent to me for "approval" this time before printing.
That was my mistake: not having the file approved BEFORE printing. I hate mistakes that cost me money though. haha
My client is super pleased that we are going to "reprint" for her. I also told her that there will be a file sent and we {SHE} will give the approval for printing. She was very happy about that. She was in tears the last time we talked saying she didn't mean to cause trouble. I told her I want my clients to be 150% happy and I will do whatever it takes. She is very happy with how I've handled it: she said, "usually photographers say, too bad, so sad... and you are doing everything that you can to make me happy."
I have no idea who she was working with before, but she's with me now... and that is one more lifelong client I can add to my list. :D
Thank you all for your help and support!!!
A.
Sorry, I hadn't noticed Lanne's prior post and that I had reiterated some of it. Somehow I missed that one post.
In a similar vein I stumbled across this website a while back. I go there once and a while just so that I know I'm not alone. http://clientsfromhell.net/
Baaaahahahahaha Josh. Love that site.