Do you have clients sign off on prints when you deliver?

[Ensleygirl]

I recently had a client who texted me 3 weeks after I delivered her prints to tell me she wasn't happy with the cropping on one of them. I was, of course, a bit annoyed, because number one, the cropping was no different than what she had viewed on my website, and number two, it was 3 weeks after delivery! In order to provide excellent customer service and prevent any bad word-of-mouth, I settled it with her in a way where we were both (mostly) happy, but it made me think it might be a good idea to have clients sign off on print deliveries. The other option I thought about was having something in the original contract about no refunds or exchanges once prints are delivered. Any suggestions? Thanks!

[Arstine]

I always make sure to deliver in person when possible. I like to go through all of the prints then with the client and make sure they are happy with them. Then they get a receipt that basically says they got all of the prints they ordered and they were in good condition and quality. They initial it, I initial it, we both get a copy.

[Ensleygirl]

Originally Posted by Arstine

I always make sure to deliver in person when possible. I like to go through all of the prints then with the client and make sure they are happy with them. Then they get a receipt that basically says they got all of the prints they ordered and they were in good condition and quality. They initial it, I initial it, we both get a copy.

Thank you. I did deliver in person and go through everything, as I always do. She was happy at the time. I don't know what changed her mind 3 weeks later.

I like your suggestion of the receipt. Is that something you printed?

[OsmosisStudios]

In your contract say that anything beyond a week after delivery is extra.

I always deliver in person, and always have them go through it and sign off on a form (saying that the images were delivered, are satisfactory, and are in accordance with the contract).

[GTAltman]

Originally Posted by Ensleygirl

I recently had a client who texted me 3 weeks after I delivered her prints to tell me she wasn't happy with the cropping on one of them. I was, of course, a bit annoyed, because number one, the cropping was no different than what she had viewed on my website, and number two, it was 3 weeks after delivery! In order to provide excellent customer service and prevent any bad word-of-mouth, I settled it with her in a way where we were both (mostly) happy, but it made me think it might be a good idea to have clients sign off on print deliveries. The other option I thought about was having something in the original contract about no refunds or exchanges once prints are delivered. Any suggestions? Thanks!

Ensley...

It was 1 photo, right?
In this particular case would it have made any difference if you did have a contract or a page initialed that she received the photos?

You FULLY satisfied the customer and met their expectations. In that regard you did the right thing. Hopefully, word of mouth should go along way because you went the extra mile (and extra 3 weeks) to meet the customers needs.

BTW, what was the specific problem with the cropping? Did the customer have a legit complaint or were they just being overly picky?

- Gary

[Ensleygirl]

Originally Posted by OsmosisStudios

In your contract say that anything beyond a week after delivery is extra.

I always deliver in person, and always have them go through it and sign off on a form (saying that the images were delivered, are satisfactory, and are in accordance with the contract).

Regarding your first sentence, do you mean that they have up to one week to ask for something different?
Thank you for your response.

Originally Posted by GTAltman

Ensley...

It was 1 photo, right?
In this particular case would it have made any difference if you did have a contract or a page initialed that she received the photos?

You FULLY satisfied the customer and met their expectations. In that regard you did the right thing. Hopefully, word of mouth should go along way because you went the extra mile (and extra 3 weeks) to meet the customers needs.

BTW, what was the specific problem with the cropping? Did the customer have a legit complaint or were they just being overly picky?

- Gary

Yes, it was one print, and no, I'm not sure if it would have made a difference if I had it in the contract. I did what I felt was right, and we are both, like I said, happy (I said mostly just because it bugs me she waited so long, but that's just a mild annoyance). I mainly posted for future reference, just using this as an example.

She had two weeks to view her photos in an online gallery before she placed her order, and the cropping of the print was no different than the cropping she saw online. I'm not sure why she decided she didn't like it after 3 weeks.

Thank you for your response!!

[OsmosisStudios]

Originally Posted by Ensleygirl

Regarding your first sentence, do you mean that they have up to one week to ask for something different?
Thank you for your response.

Exactly. They have a week from the date of delivery to review the images and ask for any changes. After that, it's extra.

Of course, as noted, I go through my orders with the client before they sign off. After that, there's no turning back and it's extra. I'm... thorough.

[Ensleygirl]

Originally Posted by OsmosisStudios

Exactly. They have a week from the date of delivery to review the images and ask for any changes. After that, it's extra.

Of course, as noted, I go through my orders with the client before they sign off. After that, there's no turning back and it's extra. I'm... thorough.

Thanks for the clarification. I am going to have them sign off from now on.

[AnneWynne]

Originally Posted by Ensleygirl

She had two weeks to view her photos in an online gallery before she placed her order, and the cropping of the print was no different than the cropping she saw online. I'm not sure why she decided she didn't like it after 3 weeks.

Is it possible she finally got a frame and did not like it once in the frame?

FWIW, I think you did the right thing in replacing the print. In the future, you can have a sign-off sheet to avoid future problems.

[Arstine]

Originally Posted by Ensleygirl

... I like your suggestion of the receipt. Is that something you printed?

Yes.

I type my receipts individually and print them on my letterhead. They have the client's contact info then an itemized list of their order. That includes the image folder (session) number, each image number along with amount and sizes of prints.

This serves two purposes. One is the receipt part. The second is that they now have a reorder form that has all the information to make it easy for them to get more prints in the future. The back of each photo has my copyright stamp (which has all of my contact information) along with the session number and photo number written on it.

A studio I used to shoot for went as far as to have a reorder form taped to the back of each individual picture but I think that's going a bit too far. A good copyright stamp with your phone number and website accomplishes the same thing and makes it easier if you decide to change your prices in the future.