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Good service to bad customer
We've had a customer or two ask for their files so they can take them to the printer across town. Our policy is to provide all the native files plus a good pdf on disc for (I think) $35. If they needed changes, we would cheerfully do those, too, for our hourly rate. We do this for them quickly, correctly and happily.
After they see the kind of service they get from a typical printer, they often come back. In fact, we often call our competitor across town our best salesman, as many of our new customers come to us because they cannot stand the poor service there.
My point is that you will never win by being an a-hole. Even if the customer deserves it.
P.S. Hi, my first post on the forums!
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