Error on a Good Customer's Order

There's nothing as bad as having a product delivered or a service done and it's not what the customer expected. Errors and misunderstandings happen more often than they should and sometimes it's difficult to handle. Even if it's your fault, save the customer. And how long will it take to make it right? What was once a two week delivery is now four weeks because it has to be redone. Will they now be more upset about the longer delivery?

And what if the error is the customer's fault for not checking proofs, samples or specs along the way? If the value of the order is large and the customer is at fault you need to decide if they are worth doing it over at your expense. How long and how many future orders will it take to make up for this lost revenue? And will the customer actually reorder after this problem? It's a tough call and you must make that decision.
More on customer problems in chapter 19 of my book "When the Shit Hits the Fan" by Barry Thomsen, Career Press Publishing