What Would You Do? Customer Wants Changes 2 Months After Delivery

[EthiopianBone]

Do not rework make new bag and charge.

I fully agree with this position. The item was made to customer's specification and delivery was complete.

To not want to get flamed online is perfectly understandable, but generally it is easily equalized with proper responding.

In the future, I suggest maybe using a disclaimer along the lines of "custom orders are made to customer specification, and are not modifiable post-production."

[mlapaglia]

Did the customer indicate that he expected the change for free? It may be that he already is prepared to pay for what he wants. I have had that happen. Customer had a holster made then decided he wanted a thumb break added. I told him how much to make a new holster and he tossed down the cash without blinking. Perhaps this customer already is expecting to pay.

[MonicaJacobson]

Good point, mlapaglia

[Leese]

All-

Happy Friday! My thanks to each of you for your feedback, I appreciate it.

Yes, I do guarantee structural work but not normal wear and tear. So I am on the right track there.

The bag was to his specs and he did pay for it. Yay, no loss or haggling.

Some of the Leatherworker members let me know that with custom work, it is best to get full payment up front.

I will let my customer know about potential issues if I try to alter the bag, and let him know he may order another one to the new specs, what the cost will be and go from there. He did not specifically write in his message that he expected the work for free, so perhaps I jumped the gun(?)

This is the first time I ran into this type of situation, so it freaked me out a bit.

Ah, a learning experience with your guidance.

Sincere thanks to each of you again.

Leese

[chiefjason]

I've told folks I charge twice as much to "re work" as I do to build, if it's possible. And it's normally someone else's work they want fixed. Usually makes the point. Although I would get clear on his expectations before I got snarky about it. And be honest. If it's going to damage the final product, make that very clear. Custom means you get what you order, even if it's unusual. It does not mean we can re work it later depending on your whims.

[terrypen]

The bag was to his specs and he did pay for it. Yay, no loss or haggling.

Some of the Leatherworker members let me know that with custom work, it is best to get full payment up front.

I will let my customer know about potential issues if I try to alter the bag, and let him know he may order another one to the new specs, what the cost will be and go from there. He did not specifically write in his message that he expected the work for free, so perhaps I jumped the gun(?)

Leese

I'm glad you got paid for it already!

I am really new to this hobby but from a business viewpoint, I would not rework the bag unless there is no chance that it might cause premature failure. A couple years down the road he could start badmouthing you and your work if it starts falling apart.If he "insists" then have him sign a statement saying that you warned him of possible issues.

Lean towards creating new "similar" bag with new features and let him sell or give it to a family member or friend.

Just my newbie thoughts!

Terry

[Neillo]

A bit of a dilemma you have there Leese, it's partly why i shy away from making one offs that i've never even prototyped before.

If I were in your situation, I'd tell the customer that it's going to be extra to modify the bag. Work out a quote and take the money for the modifications up front.

Also, there's a lot to be said for "under quote, over deliver" in this case: tell him it'll take a certain time to fix it and get it fixed and delivered a couple of days before that time, it can really surprise a customer and make both you and your work look very professional.

[Leese]

All-

Good evening

Just spoke to my customer and he was okay! Whew!

He said the color, size and quality of the bag were spot on/exactly what he asked for and he "took the blame" for the pocket choice.

I informed he he did really well, in that not too many guys I know would make the time to have something so special made their wives. (No offense here guys).

He said he fully expected to pay for any alterations too.

I explained to alter the bag was labor intensive and I would not be able to guarantee the integrity of the materials after removing and then re-stitching.

We'd basically have to start from scratch and I let him know I was open to crating something else (a companion bag as suggested) perhaps later on in the year for a special event.

So it appears we are okay and have left the door open for possible future work.

My thanks again to you guys!

Leese