This is why you should cross your “T’s” and dot your “I’s”
I had a wedding last may. And at the wedding I feel I may have problems with the client. My feelings were that they complaint about the officiate, then they caned the DJ at the last minute (so they told me) and had a computer with speakers, then the FOG was arguing with the chef complaining about the buffet when they did not like the food… “saying he wants a discount!” I talked to the video guy (months later) and he said, “these people are trouble.” SO FAR they said they like my photos (as stated in an email). It took them over 7 months to tell me the photos they want. NOW the MOG ordered a bunch of photos from me (off my website) and she wanted me to remove some people (like the officiate, DIL, etc)from the background is some pics and change the face color of her hubby (btw he has very red face skintone)… so I did, but I told her for the future this service is extra.
OK… I sent out the photos this week VIA USPS on “Delivery Confirmation”… she is saying she never got the photos (USPS says they delivered them). So do I just send her a new set of photos (to keep the peace), or do I say sorry the USPS says you have them?
Some questions:
1) Does the USPS confirmation come with a signature capture? I've had to use that before with other deliveries to show that "person X signed for the pictures, so I'd check with them on that delivery." (would be funny if the MOG signed for the delivery)
2) Was the delivery insured? If so, can you claim the value from USPS and send a replacement package, depending on the answer to question #1.
Depending on the cost and number of photos, I would probably send them again. This time (and going forward) use a service that requires a signature release. That way you can say, "so and so signed for them. you should speak to them."
For anyone I think might be trouble I send everything requiring signature upon delivery. IF I think they are horrible I require a signature from a specific person. Unless it's a truly small order that isn't worth the hassle and I'd just send them.
With this situation it's probably in your best interest to send them again but with signature required. Get it over with.
Simply tell them that you had delivery confirmation of the product via USPS. You will be glad to open an official mail investigation with the postmaster to see what happened to their package. Being the post office takes these issues very seriously, being its a federal crime, I'm sure they will help with this.
Mail fraud is not a crime most want to be involved in! If she got them, she'll stop bothering you real quick about it. If at this point she has any other complaints, tell her to go away. Keep records of every conversation.
plove53 wrote:
So do I just send her a new set of photos (to keep the peace), or do I say sorry the USPS says you have them?
Look at the big picture .. your cost to resend is low and the mess you'll find yourself in by not sending will be time consuming. Not worth getting yourself in a lather over a handful of prints.
And it's not like UPS has never lost an envelope or never delivered to the wrong address so maybe she is telling the truth. Just resend with (her) specific signature required on delivery and have a nice day.
Is she close enough that next time you ask her to come and pick them up in person? I'd do a reprint, but ask her to come and pick them up. Have her sign a form saying "received XYZ prints" Very politely of course.
Mike Mahoney wrote:
Look at the big picture .. your cost to resend is low and the mess you'll find yourself in by not sending will be time consuming. Not worth getting yourself in a lather over a handful of prints.
And it's not like UPS has never lost an envelope or never delivered to the wrong address so maybe she is telling the truth. Just resend with (her) specific signature required on delivery and have a nice day.
Its not a matter of getting in a lather. Its a matter of standing your ground. With everything that has happened with every other vendor he is saying I'm a push-over if he just gives in. They have already said they are good pictures. By now making a stand he's indirectly saying, back off lady, I'm not playing your game, which he's going to get dragged into by just giving her more prints.
Customer services is one thing. Getting taken advantage of is another. Everyone thinks they can get something for free for just complaining.
It was only $15 worth of photos (my cost) a bunch of 5x7s, and a 8x10.
-p
Nope, that's not your cost. How much time did you spend retouching? You should be calculating that at the going rate of similar retouching.
It costs you because of lost opportunity. From your description those were changes that warranted a legitimate charge. You could rationalize it as customer relations or promotion, but under the circumstances, I don't think it would be reasonable to expect future business either from them or from referrals.
Bullies rely on folks making a calculation and determining the it's cheaper to comply with their coersion.
Do as you think you need, but don't fool yourself you're only out $15 (actually $30 with reprints).
Maybe UPS screwed up here, delivery confirmation only states that the driver is sure he put in the right mail box, nothing less nothing more. Making a big fuss about this or assume the MOG is trying to push you over (for what anyways, a free set of photos?) isn't worth it. It's just $15. I don't know your hourly rate but posting this in the first place and keeping track of the replies already exceeds the $15. Just resend it, with signature confirmation just to be sure.
Paul Bekker wrote:
Maybe UPS screwed up here
As pointed out earlier, it was not UPS, but USPS (our friend the Post Office).
Either way, it's a lesson from which many can learn. If in doubt, make sure you send it via some way requiring a signature.
Doug
