"He who marches out of step hears another drum." ~ Ken Kesey
I am not a super nice guy. I am more of a business person then a nice guy. This is business. If the customer is mad enough to write a review then you did something wrong. Maybe the shirts are right but your communication of the job was off. Something went wrong. I don't give in very often, I also don't mess up very often. I have been doing this for going on 7 years and I have only lost about $2000. That is for reprints, non pays and other small fixes. Most of that was a miscommunication with one of my big customers. I printed the shirt like the proof they supplied and didn't make a color change that they had in one of these 20 or so email on the job. It was a Rush and I just had to get it printed in time. That job I did reprint and I even let them keep the messed up ones. They do over 50K with me a year so keeping them happy is worth more then the time and cost to reprint. She was not even mad, I just did the right thing. I look at problems in their eyes. It doesn't cost us that much to reprint a job, to make it right. Most jobs I can reprint and still make some money on. I know the bottom line is to make money but if you mess up you have to fix it. I have another guy that tells me to offer a discount. I think that is a crappy way to handle a mistake you made. We are a business and we stand behind our product and if it is our mistake we make it right.
Before he took down is bad review I checked his other reviews of local businesses. He's a little quick-to-judge in my opinion and takes things very personally. Just a general sensitive guy that thinks he's gold I guess? I quoted him via email earlier this month too haha glad I didn't get the job! It'd be like walking on eggshells around an emotional girlfriend.