Client not collecting

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Client not collecting

Postby Keith » Thu Jan 10, 2019 12:54 am


I have a customer, who I’m not sure I gave a price to to frame a sports shirt and programme.
He has had several frames done before of signed photos, but he is now asking why the big price difference, I can’t think he was expecting to get the shirt done for the same price as the photos.
I replied to his email explaining why, but I haven’t heard anything since and this was in November last year.

Has anyone had this before? and if so what is the best, legal way to go about getting paid for the work done.

Thanks Keith
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Re: Client not collecting

Postby prospero » Thu Jan 10, 2019 9:53 am

To your average Joe.P a frame is a frame is a frame. They have no conception of the extra labour involved in
getting a shirt into a state where it will actually go into a frame and all the attendant complications. Obviously
he thought the price would be in the same ballpark as the photos. It might be your bad for not quoting him the price
or it might be his for not listening to what you were telling him.
Whatever, I would mail him and be very contrite. Tell him you are very sorry he is dissatisfied with the outcome and that
you will remove the shirt from the frame and return it with no charge so that he can have it done somewhere else at a price
to his liking. (good luck to him :lol:) Adding could he collect it asap. Don't whatever you do offer to reduce the price.

Chances are he will be round very quickly with the cash.
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Re: Client not collecting

Postby Not your average framer » Thu Jan 10, 2019 1:07 pm

I don't think that there is much that you can do about situations like this as he can agree that there does exist any contract between you obligating him to anything. You have not only lost of in respect of the price for this job, but this probably means that he will take any future work somewhere else.

Sometimes you have to take some things on the chin and just move on. This looks like such a situation.

If he has not paid any deposit, then there is no reason why you cannot remove his shirt and sell the frame to recover whatever expenses that you can, as you probably already know he has legal title to the shirt, even if he does not return to collect it. As a result you continue to have a legal duty of care for the safe storage of his shirt, until he decides to collect it. To be safe, it might be wise to get a signature, proving that he has collected the said shirt in good condition.
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Re: Client not collecting

Postby JFeig » Thu Jan 10, 2019 1:40 pm

This is why a written order and a deposit is necessary before any work is performed.
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Re: Client not collecting

Postby Steve N » Fri Jan 11, 2019 4:41 pm

I tend to agree with prospero just contact him and tell him that's you price for doing sports shirts, and you are willing to take it back out of the frame so he can take it somewhere else, also agree don't lower the price, just for an easy life
But also agree with giving a price when the customer brings in the work, even with some of my long standing customers, they drop things off because they are busy, but I always, contact them with the price before starting
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Re: Client not collecting

Postby Justintime » Sat Jan 12, 2019 9:56 am

Keith wrote:

I replied to his email explaining why, but I haven’t heard anything since and this was in November last year.

I wouldn't assume that he is unwilling to pay.
I would email him a reminder with an invoice stating that payment can be made by bank transfer/over the phone and the work can be collected when it's convenient.
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Re: Client not collecting

Postby prospero » Sat Jan 12, 2019 12:26 pm

If you 'back down' and reduce a price then that's as good as admitting (in the customers mind) that you were overcharging in the
first place. OK, you might get some of the money, but in the long term it's professional suicide. It gives the customer the upper hand
to dictate what he wants to pay. Sometimes it takes a bit of nerve to stand your ground.

I've noticed some folks go into apology mode when quoting prices. As soon as you do that you are on the ropes.
Don't say, "That comes to £xxxxx I'm afraid" and cringe. :?
Be positive and upbeat. :D If they don't want to spend that much, fine. Most customers will have jobs. What if their boss sidled up
to them and suggested they aren't worth their salary and will they take a 50% pay cut? :o
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Re: Client not collecting

Postby poliopete » Sat Jan 12, 2019 5:10 pm

Keith, although I have never faced this type of problem, I do feel for you. :(

If it were me I would do as prospero suggests - word for word and the fact that Steve agrees convinces me this is the thing to do.

The message prospero suggests is both polite and unambiguous leaving your customer with no reason to be awkward or unpleasant.

Very best of luck and please let us know how this pans out.
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