late delivery of prints

I had a problem with a client's order and my payment not being processed, so I'm now delivering their prints over a week late. We never had anything contracted about delivery time, but I told her that it should be last Wednesday at the latest. I'm not willing to refund/discount because my prints are already very reasonably priced and this client's shoot was free. But I wanted to do something by way of apology for the lateness and to put a good taste back in her mouth so to speak.

So, my thoughts were to offer her the prints I had done of her shoot for my portfolio. I got a few printed that she had not selected, and I considered telling her that since I felt terribly about the lateness of the photos, I wanted to give them to her to thank her for her patience.

The other thing I considered was giving her a gift certificate for $25. Or possibly doing both the extra prints and the gift certificate. I just want her "the prints took a long time" story to end with "but then she did blah blah blah to make up for it and I'm so happy with the service."

Any thoughts or ideas? What have others in the same situation done?

Hi Amanda - I like the idea of some extra prints. I feel this is more tangible than a $25 certificate for some "possible" future purchase. Actually, some people actually take certificates the wrong way, feeling they have to shell out even more to take advantage of it, so it's not really a gift.

I try to be reasonably on time myself, but that doesn't always work. So usually a couple of extra prints goes a long way for good will. Not a lot of prints - the more you give actually cheapens to action - but 1-3 is generous and maintains the "value" of your work. - Stu

Thanks Stu. I feel the same way about gift certificates, so I think I will stick with the prints. She knew that I was ordering some for my portfolio, so I'll tell her that I'd like her to have them (I think there were 4 5x7s; 3 that she didn't order). Hopefully it won't 'devalue' my products too much since she will know that these were originally ordered for my own use and they aren't just 'throw-aways'

I agree with apologizing and giving the extra prints.

Also don't put too much blame on the lab, even if its they're fault, your the one who pick them to process your work.

Good call Amanda - I think this approach will go over well and create some nice good will. It demonstrates to the client that you are sensitive to the issue and care enough to insure her happiness. Let us know how it works out . - Stu

notapro wrote in post #4408430
Thanks Stu. I feel the same way about gift certificates, so I think I will stick with the prints. She knew that I was ordering some for my portfolio, so I'll tell her that I'd like her to have them (I think there were 4 5x7s; 3 that she didn't order). Hopefully it won't 'devalue' my products too much since she will know that these were originally ordered for my own use and they aren't just 'throw-aways'

I think the extra prints are a great idea. Besides, everyone loves something for nothing. A lot of my students' senior pics have been arriving late from their photographer and the photographer has given them freebees. Of course, they still bit¢h. But, one girl did order hers at the end of August, her scheduled delivery was the beginning of October, and she got them 2 weeks late so I guess I don't really blame her especially after she spent $800+.

Thanks everyone for your help. I've never had to deal with this issue before so I wasn't sure the best way to try to end the interaction (hopefully not forever)

ryant35 wrote in post #4408799
I agree with apologizing and giving the extra prints.

Also don't put too much blame on the lab, even if its they're fault, your the one who pick them to process your work.

I told her that it was because my payment couldn't be processed. The lab did wait 5 days to call and tell me that, but I didn't mention it. Their customer service has been outstanding since it came up. I would never want a client to think that I'm using a lab that is anything less than completely professional.

sevillafox wrote in post #4411005
I think the extra prints are a great idea. Besides, everyone loves something for nothing. A lot of my students' senior pics have been arriving late from their photographer and the photographer has given them freebees. Of course, they still bit¢h. But, one girl did order hers at the end of August, her scheduled delivery was the beginning of October, and she got them 2 weeks late so I guess I don't really blame her especially after she spent $800+.

Wow.. it has still only been 3 weeks and 2 days since she ordered them, and I'm delivering them today, so I'm not quite that bad...