Positive Blatherings: The “Can Do” Will “Get ‘er Done”
I have a belief that going the extra mile will get you an extra 10 miles when it comes to business…or even in life. I have a client who needed some re-records. It was part client changes and part fixes on my end, like pronunciations and an editing oversite. Our contract states that if the changes are at their request, I can charge a re-record fee – but if they are my fault, I can’t. I did the records and editing fixes and sent them back, but was trying to decide if I should invoice them or just let it go. I sought advice from others and got a bit of both sides of it, so I was still stuck. Then the client called back to let me know that there was another round of changes to record – but they were their changes and not mistakes on my part. Win! I could now confidently bill them for the work. But that’s not the point of my little story here.
When the second round came through they were very apologetic about having a round two. They knew it was an inconvenience for me considering my recording schedule was so tight – and I legitimately appreciated their concern for my schedule. I simply told them it was no problem and that I would consider it part of the first round of re-records and for them to not worry one bit. It was no big deal for me to act that way. I know people who would have given them the riot act – seeing it as an opportunity to bill again and go through that process. But I think that doesn’t do you any good for the long-term relationship with your clients.
My client was so happy with my attitude that she was happy to pass along how easy I was to work with to the CEO of the company. That is only good news. Now, I am on the CEO’s radar and that’s good capital. So, I put the quick buck aside and looked at the long-game….and if you’re not thinking that way, you’re doomed….eventually.
It was no big deal for me to act that way. I know people who would have given them the riot act – seeing it as an opportunity to bill again and go through that process. But I think that doesn’t do you any good for the long-term relationship with your clients.