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Question:
Dear Mark,
How do you handle it when a client's job is not printed properly?
Name withheld on request
Answer:
Good question! This is an important topic and one that is sure to arise as you begin to grow your business.
Most of the mistakes that we make occur with printing. I always try to handle all of my clients printing needs. That way I can oversee the process and make sure things turn out as I hope. Often, clients want to handle printing themselves. They usually think they can get a better deal or they are afraid you are going to mark up the prices too much. If a client wants to handle their own printing, I make them sign a waiver that says that I am not responsible for incorrect printing; regardless of whether or not the error was in my digital files or made by the printer. A note about printers: they rarely ever take responsibility for their mistakes; it much easier for them to blame the designer! Protect yourself.
If a printer makes a mistake or does shoddy work, I make sure they reprint the job. If they want your business, they will make good; but only if you are firm with them. Part of running your own business means being tough and insistent when you need to. There are zillions of printers out there, you can always find another.
A few months ago, I designed a business card for a client without a contract. When the cards came back from the printer, they had been printed in purple instead of blue. I checked my files, and the error turned out to be mine. If and when this happens, take responsibility. I admitted the mistake and kept the client. The client was so impressed by my honesty, he gave me another project. Have a great month, see you next time!
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Mark Fertig began working as a designer in 1993. He has a BFA and an MFA in design and has taught extensively at the University level and also speaks on the subject. Mark created our eWorkingWoman logo, and has also created designs for: MCI, McDonald's, National Geographic, Public Radio and Television, ESPN, Delta Airlines, Continental Airlines, the AARP, USAid, and many more.
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| He started his online business, Mark Fertig Design and Illustration, or MFDI, two years ago and has never looked back! Since moving in this direction, he created over 100 corporate identity packages for clients all over the world. He has been interviewed about working online by Newsweek, the Wall Street Journal, Investors Business Daily, and Business Week. Mark can be reached at MFDI@mac.com
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