|I didn't want a refund.|
I wanted the job done properly.
My client had a presentation at nine this morning and it seemed like a simple thing to send someone to drop off the electronic copy and then pick up the documents a couple of hours later.
And it was as easy as that. Except, when I got the documents around mid-day, I realsied the document had a number of pages upside down.
At first I was angry. Didn't the person doing the job actually check to make sure the pages were in the right order before binding them? So I took the documents to the shop. Luckily I found the owner of the shop, who looked at the document and understood what my complaint was. She agreed to redo the job and gave me two hours to come back.
I was killing time shopping for odds and ends when the call came. No, they didn't finish the assignment quickly. In fact, they never started on the job and could I please come back to take my refund?
She was very apologetic about it. But the bottomline was that, she felt her business was going to lose money if they redid my printing job, which was five copies of an 11-page document in full colour.
I'm still not sure how I feel about the whole thing. Other than the fact that her quitting left me stuck late afternoon to try to find a print shop that would take on the job at such short notice, it was my first time using the shop. So you can bet your two cents I won't be printing my client documents there again. But I also had to admire someone who could look at a difficult client situation and know when it's not in her best interests to get involved.
What do you think?
13 December update: The owner of the printing shop read the above post and sent me a very gracious apology, with a promise to do well in the future. I was impressed. I may even try them again.
Here are the new lessons I learnt from their apology.