39 replies to this topic

[Ideaman06]

I have 600 calendars that were printed with a miss-spelled word (name) ....

The fault is mine because I allowed the order to be submitted WITHOUT a signed proof .... the client gave me the go ahead saying she was too busy in the field to go back to her office and review a proof .... I never do this :mad:

The calendar company is out of stock on the calendars the client wants to use so she decided to go with it .... with the miss-spelled name

[Allan]

Ouch, Clyde. There is nothing that you can do except make it right for the customer. I would offer her a Promotional Item at no cost to her. She sounds like she is willing to at least work with you. The MFG is at no fault since they sent a proof (I assume) and you signed off on it. The way you could work it next time is to send the proof to the office, call the customer and if she says she is too busy to approve it, then follow up with (on the phone and in writing) that the artwork is produced at the customer's verbal acceptance. She is trusting you that the spelling is correct. Many times I don't take the proof to the customer and I accept responsibility for any approved errors.

[jimknecht]

Clyde, you say the fault is yours because the order was submitted without a proof. OK, does that mean the supplier made a mistake in typesetting or was your PO incorrect?

[Ideaman06]

jimknecht said:

Clyde, you say the fault is yours because the order was submitted without a proof. OK, does that mean the supplier made a mistake in typesetting or was your PO incorrect?

Hey Jim .... thanks for jumpin' in here ....

I submitted the PO with a hard copy of the art to the supplier .... they did exactly what I asked them to do ....

We have our own in house graphic design studio, so we create most of the art in house .... and the name was miss-spelled here ....

Very seldom do I let an order go without a SIGNED PROOF from the client ....

Just looking for some suggestions .... I can't replace the calendars this year .... so what to do?

She has accepted them .... and is using them .... but I feel like an ass .... not being able to fix it NOW!

[Ideaman06]

Allan said:

Ouch, Clyde. There is nothing that you can do except make it right for the customer. I would offer her a Promotional Item at no cost to her. She sounds like she is willing to at least work with you. The MFG is at no fault since they sent a proof (I assume) and you signed off on it. The way you could work it next time is to send the proof to the office, call the customer and if she says she is too busy to approve it, then follow up with (on the phone and in writing) that the artwork is produced at the customer's verbal acceptance. She is trusting you that the spelling is correct. Many times I don't take the proof to the customer and I accept responsibility for any approved errors.

Allan .... thanks for jumping in here

How would you make it right? .... I can't redo the calendar .... not until next year ....

[Allan]

You can use a self promo discount to get some items with your name on it but small and put her company info larger. This way you can get her something that she can use and it won't cost you as much.

Is there no way to get the same calendar reprinted at another supplier? I know cost is a consideration but unless the design is copyrighted, you can have it re-done.

Is the error on each of the pages or just on the top banner?

Ideaman06 said:

Just looking for some suggestions .... I can't replace the calendars this year .... so what to do?

[jimknecht]

You state your client didn't give you an opportunity to proof, so I assume they are taking some responsibility here. Before we can give suggestions as to what you can do, we need to know what you have already done. Did they take them at a discount & if so, how much? What offers, if any, have you made? Are ya'll still communicating, or are they really mad?

[Ideaman06]

jimknecht said:

You state your client didn't give you an opportunity to proof, so I assume they are taking some responsibility here. Before we can give suggestions as to what you can do, we need to know what you have already done. Did they take them at a discount & if so, how much? What offers, if any, have you made? Are ya'll still communicating, or are they really mad?

Jim ....

I've told her that I will make it right .... but we haven't taken the time to really sit down and talk about what that means .... I checked with the supplier to see if we could redo them and they are out of stock and I've explained that to her .... which did not make her happy .... she feels it's totally my fault .... and knows that I'll do whatever I can to make it right ....

Half of me says to just tell her that I'll do 600 calendars for her next year at no charge .... but the other half says .... she should accept some of the responsibility since I did ask her to review a proof .... but she didn't want to take the time and we were in a hurry to get the order placed .... trying to beat the last minute rush .... I knew better .... not a good time for such a dumb mistake

I hope everyone will learn from my mistake!!! .... but I know that won't happen .... someone will make the same mistake this year ...

[AdmanGR]

Ideaman06 said:

Hey Jim .... thanks for jumpin' in here ....

I submitted the PO with a hard copy of the art to the supplier .... they did exactly what I asked them to do ....

We have our own in house graphic design studio, so we create most of the art in house .... and the name was miss-spelled here ....

Very seldom do I let an order go without a SIGNED PROOF from the client ....

Just looking for some suggestions .... I can't replace the calendars this year .... so what to do?

She has accepted them .... and is using them .... but I feel like an ass .... not being able to fix it NOW!

Where's everyone that was saying they would eat them etc in a different recent post( even if the client HAD signed the proof)??? Probably in Vegas:lol:

This one is a no brainer Clyde:

You negotiate a deal that leaves the client happy( if they accept them) ,offer an alternative calendar style and redo them at your expense, or just don't invoice for the one's that are incorrect and use them as samples or fire tinder.If they're sold out they're sold out.

The upside, if the client is your partner in business she will realize that being too busy is a major contributor to why she has tainted calendars...

[TAutry]

Clyde,

I feel your pain. I had a 1000 pen order go bad in similar fashion just before Christmas.

On that one, I submitted correct artwork. For some reason, the factory failed to use it and decided to typeset instead. Although it was a rush order and no proof should have been necessary, they sent one. I didn't catch that one number of the phone number was wrong.

In short, I'm having to eat 1000 pens and pay for a new set to make my customer happy. Even though I am a very part-tiime dealer, I understand that those are the breaks. The price I'll end up paying for those pens is about 10% of what I made last year! For me, that will be the cost of getting in a rush and not taking the time to double and triple check.

I'm with you in hoping others will not make the same mistake.

As for your customer: I suggest doing what you mentioned in an earlier post. Meet with her and find out what is acceptable to her. She may go for the free calendars next year or she may want something this year of equal value. Ultimately it is up to her what is accpetable.

Good luck with it.

[Ideaman06]

AdmanGR said:

Where's everyone that was saying they would eat them etc in a different recent post( even if the client HAD signed the proof)??? Probably in Vegas:lol:

This one is a no brainer Clyde:

You negotiate a deal that leaves the client happy( if they accept them) ,offer an alternative calendar style and redo them at your expense, or just don't invoice for the one's that are incorrect and use them as samples or fire tinder.If they're sold out they're sold out.

The upside, if the client is your partner in business she will realize that being too busy is a major contributor to why she has tainted calendars...

Rob ....

With as much thought as I have given this Rob, it sure doesn't feel like a no brainer .... I guess years ago it would have been .... but I did things differently then .... I did things more because I could and not because they were right .... I want to do what's right!

She's giving the calendars out in a "feet in the street" campaign .... I have no idea how many she has left, but she's said that she wants to stick with the calendar I originally recommended .... hard to argue that point ....

[Ideaman06]

TAutry said:

Clyde,

I feel your pain. I had a 1000 pen order go bad in similar fashion just before Christmas.

On that one, I submitted correct artwork. For some reason, the factory failed to use it and decided to typeset instead. Although it was a rush order and no proof should have been necessary, they sent one. I didn't catch that one number of the phone number was wrong.

In short, I'm having to eat 1000 pens and pay for a new set to make my customer happy. Even though I am a very part-tiime dealer, I understand that those are the breaks. The price I'll end up paying for those pens is about 10% of what I made last year! For me, that will be the cost of getting in a rush and not taking the time to double and triple check.

I'm with you in hoping others will not make the same mistake.

As for your customer: I suggest doing what you mentioned in an earlier post. Meet with her and find out what is acceptable to her. She may go for the free calendars next year or she may want something this year of equal value. Ultimately it is up to her what is accpetable.

Good luck with it.

Thanks Travis ....

I know how you feel .... it's been like a "part-time" job for me the last three years with the law suits .... one down and one to go!!!

But this is going to be a great year .... I feel it in my bones .... a few loose ends to clean up and I'm off to the races ....

Thanks again for your kind words Travis

[jimknecht]

Ideaman06 said:

With as much thought as I have given this Rob, it sure doesn't feel like a no brainer .... I guess years ago it would have been .... but I did things differently then .... I did things more because I could and not because they were right .... I want to do what's right!

Now that is the answer. After years in this business, I have learned it is more important to determine what is right...as oppossed to who is right. Sure, she should have allowed you to submit a proof, however you chose to proceed without one. I really don't think you need our help. You appear to be ready to do whatever it takes to make this right.

By the way Clyde, I love Pismo Beach! My wife & I were stationed down the road at Vandenberg Air Force Base during my missile training. On weekends, we & our friends would drive down the beach & later stop & build a bonfire. The sunsets were amazing... at least for a Mississippi boy like me.

[promoartwork]

We have all made mistakes. My first big one I will never forget. It was a December, the customer was busy, and I approved the proof. Well, the phone number was wrong. Cost me $500.
-- We reran the order, which the customer paid for.
-- The customer needed the order for an event, was shipped just in time. Though, they never forgot the headaches involved.

It's only right to make the customer happy. In your situation, I would offer to give them a 50% discount on their invoice. Your customer made the choice to keep the bad ones. If they would have accepted a reorder, although of a different calendar, I would have done the reorder at no charge. -- I'm not sure if I would ask the customer what they would want, as they did waive seeing the proof.
---------I've learned that if a customer isn't available to see a proof, I tell them we have to wait until they are available to do so. By the way, I get all of my proofs via email now. It has been a much easier way to reach my customers.

[Ideaman06]

jimknecht said:

Now that is the answer. After years in this business, I have learned it is more important to determine what is right...as oppossed to who is right. Sure, she should have allowed you to submit a proof, however you chose to proceed without one. I really don't think you need our help. You appear to be ready to do whatever it takes to make this right.

By the way Clyde, I love Pismo Beach! My wife & I were stationed down the road at Vandenberg Air Force Base during my missile training. On weekends, we & our friends would drive down the beach & later stop & build a bonfire. The sunsets were amazing... at least for a Mississippi boy like me.

Thanks Jim ....

just trying to get my sea legs back under me ....
When it's a nice day in Pismo .... there are no words to describe it .... let me know when you're comin' this way and I'll throw a steak on the barbie, break out the sippin' whisky and we can sit and watch the sun set ....

[royster13]

Count me in.....lol....RCS....

[Tigerpaw]

Hey Clyde..
Sorry to learn about the mishap with the order.

Unless I missed something, have you considered creating an adhesive label or decal and cover the error on the calendars..?

If not, a 'heavy' label or decal (non-transparent) will likely do the trick.
Though this process may be labor intensive, you may be surprised at the results.
If this is an option, consider printing this label on your computer or opt for a local printer that can turn these around quickly.

Best wishes.. Tom

[Ideaman06]

Tigerpaw said:

Hey Clyde..
Sorry to learn about the mishap with the order.

Unless I missed something, have you considered creating an adhesive label or decal and cover the error on the calendars..?

If not, a 'heavy' label or decal (non-transparent) will likely do the trick.
Though this process may be labor intensive, you may be surprised at the results.
If this is an option, consider printing this label on your computer or opt for a local printer that can turn these around quickly.

Best wishes.. Tom

Hey Tom ....

Thanks for the suggestion ....

I've used this technique in the past .... on catalog pages, brochures, etc. .... but this is an introduction piece .... my client (who is actually two women) are using the piece to introduce themselves in a "Feet in the Street" campaign that I put together .... The error is on of the ladies last names .... her name has two aâ??s where you would expect one, ie; Claause v Clause that sort of thing .... I understand itâ??s very common in Europe .... anyway .... because the decal or sticker would bring more attention to the error than the error itself .... I decided it was not an option ....

But again, thanks for the suggestion .... this is what I believe this board is all about .... helping each other when we can ....

[ProPrinters]

Punt!

[Tigerpaw]

Clyde..
Thanks for the nice response.

Soo.. whatchagonnado..?

Inquiring minds, and all that stuff.

Tom