Quote, Mock-up and pre-production visuals

[ShaunSocial]

I recently delivered an order to a customer, who paid on delivery.

The customer emailed me with all the items he wanted. There was a lot of different colours and different types of clothing.

I put everything into a quote which he agreed. I then did mockups which he agreed and finally I did preproduction visuals. All were ok’d by the customer.

On checking the items a few hours later the customer emailed me telling me I had done it wrong. Of the 50 items, 10 should have been vests and they were tshirts.

Looking back his vague initial email did say vests so it’s been translated incorrectly into the quote and then obviously there are no vests on the the visuals or preproduction visuals that have been signed off by the customer.

Obviously this has been overlooked by the customer but I have made a mistake in the quoting stage also.

What would you do?

 

[DavidWH]

Did you confirm the order? ie: confirm with the customer exactly what they were getting?

Did the customer approve the mockups & visuals (proofs)?

You need to treat customers like complete idiots sometimes. When we send a proof the first page has a bright red bold heading, and we stress the importance of checking everything is correct.

We've had customers tell us they have a small transit, only for them to rock up with a huge sprinter.

 

[Lucan Unlordly]

Bite the bullet. On a 50 piece order the cost of supplying another 10 vests printed correctly - whether your fault or the customers - should mean you won't lose money and may well retain a customer.

PS: Then when they order sweatshirts, make them 50p dearer than intended.

 

[DmitryAleksandrov]

Honestly, at your situation I will take a lesson. Very frequently this kind of situations appear when you: 1. Have misunderstandings with customers. 2. Did not setted correct terms of service. Try to work on this points, it will help to prevent most of same situations.