Client upset because we followed instructions!??

Robert Young · June 22nd, 2012, 04:35 PM

so even though the client fills out the order form you STILL clarify everything they enter? I mean radius is radius.. so why would I clarify that? if they say HAT embroidery should I call them and ask.. hey, are you SURE this is for a hat.. just want to clarify?? sure this is for embroidery? maybe you want DTG or screen ?? where do you draw the line on your clarifications? especially since they enter their own orders on our site.. just like apparently they do on yours megrisoft.

SunEmbroidery · June 22nd, 2012, 09:49 PM

You are in the right since your client specified incorrectly. I don't know what the application was but sometimes we catch similar problems by double-checking if the requested item/dimension/color doesn't seem right. How you deal with it often depends on what you stand to loose. In this case I would probably do the edit at a reduced fee while making it clear to my customer that this is a one-time favor.

martimu · July 10th, 2012, 09:27 AM

We send a visual with dimensions, thread colours etc - they have to respond to say approved.

Doesn't solve everything but works 99% of the time