HEY ALL:
I'm in need of advice ‘n opinions. For ‘bout eight years, I’ve engraved assorted products for an organization, which resells these logo-enhanced items. Not wanting to risk losing their fairly steady business, I’ve always charged extremely low prices, plus I’ve (stupidly) never charged a fee for unpacking ‘n repacking, often, hundreds of items. (A task that’s always been an enjoyable project for my child with special needs.)
Anyway, I recently engraved ‘bout 40 stainless tumblers for ‘em, using Cermark spray. Image appeared to be engraving fine. But, upon engraving ‘n washing ‘em all, I found that a very tiny, but important, portion of their logo failed to engrave properly - mysteriously rinsed off! - ruining those mugs! So, I voided my engraving charge for the complete batch, some of which were fine. Now, I find the guy wants me to pay his full item cost for those mugs that engraved poorly! - we’re talkin’ $184.00.
Most, if not all, of my other customers understand I can’t be responsible for their items, if an engraving error occurs. (I have a sign posted stating this policy.) - have never experienced a problem! Can almost hear you saying: depends upon how badly I want’ a keep this customer, right? Most these years, I’ve direly needed their business; not so crucial nowadays. So, here’s my thinking at present: this organization, over time, has saved hundreds, maybe thousands, of dollars given my sacrificial pricing ‘n free handling; not to mention their not having to pay S&H to some place else. (Which he’s threatening to do, if I don’t pay ‘em.)
Know it’d be far easier for him to write-off the loss, than me. (put ‘em on clearance, or give ‘em away?) Realizing, suddenly, I simply don’t like, nor trust, this customer! - ‘way he’s intimidated me all this time, insisting on unrealistically low pricing - never once appreciating my time ‘n efforts, even those times they’ve been in a bind. If I do pay ‘em their $184, no guarantee at all that I’ll retain their business. but, I do know it’ll gnaw at me forever!
Sound like it’s time I discard this customer? I'm thinkin' his demand is kinda petty, given their size v.s. mine. What’d you think? How would you treat a situation like this? (if its ever happened to you?) Eager to hear ...
Bill