How to approach this email

ChroniC

ChroniC

ChroniC

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Joined
18 Oct 2002
Posts
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I am stuck between a rock and a hard place and need a bit of advice.

I work as a freelance image editor and designer, I obviously have to keep my clients happy to keep them as clients, however one who pays me a decent sum each month is kinda taking the proverbial.

Here's the example. I set an agreed rate for a service. The service is based on a timescale i.e Images per hour. This was set based on examples given to me at the beginning of the agreement, however the client has now started sending sub par work and I need to email him telling him his work is taking to long to complete based on the current rate.

I often suffer a lack of tack and would like some advice on telling someone who you want to keep sweet that they need to either do better or get charged more, without them thinking of looking elsewhere.

Any ideas.
Thanks.
 
When you set the agreed rate did it have anything in there about the time taken, or was it a set fee regardless of the time spent?
 
Sadly it's not written in a contract, but yes it was agreed that when given a few of the sample batches that it could be done within a timescale of an hour. Currently taking nearly double that.

I can afford to lose the client, but I would rather not. So am going to present the problem to them and hope for the best, I just need a lesson in how to do that tackfully.
 
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Telephone call might be a better approach, giving a more personal feel and not so harsh when you hike up the price. :p
 
Dear (customer)
Thanks for sending over this latest batch for work, however due to the imagine quality that these items are arriving in, it is taking longer than it should to re-touch each image, hence the reduction in the amount of work I can complete an hour. I am sure you will understand this then essentially affects my hourly rate but also means I cannot turn your work around as quickly as you would like.

For example, last year, I was able to complete x amount of images an hour for you as the quality of the work was on par. Recently it is taking x amount longer per image. Please see examples of the difference in quality. (you will need some laymans terms here)

Please call me to discuss this as I do value your custom and would like to continue to provide you with an excellent service.
 
Hm. OK.

I suggest a softly, softly approach then. Rather than a full 'do this or else' and annoy a paying customer, say that the quality that you are being passed has declined. This has an impact on the time taken that, if continues, will need to be reflected in the price point.

You're saying the same thing but are being suitably vague about it. If things don't improve over the next few pieces you've already mentioned the review of the price point.

Reiterate how important they are to you.
 
Pick up the phone and speak with him. You're just asking for more trouble, more time wasted, and the possibility that he takes it the wrong way if you just email him.

If he's local, go and see him to talk it through with him. Explain the situation, don't say his work is sub-par but explain that the examples on which you based your quote are different to the ones you are receiving, therefore the work is taking longer for you. If it's not commercially viable for you to do the work then you shouldn't be doing it (maybe don't say this but something to think about). Perhaps offer time and materials, so you'll keep track of all time spent and he'll pay for that time at the agreed rate.

Main thing is, don't email him.
 
Just send a generic letter saying the price is going up. my prices haven't moved in x amount and need to be moved inline to match the quality of service provided.

I'm guessing you don't have any public price lists and its always quote on request?
 
Think I shall take the phone route. My customer call me a lot, and I am very informal with most, so writing letters would be very out of place.
Lesson learnt really that I need to have some sort of safeguards or signatures on something somewhere so that I can be more ruthless. :)
 
ChroniC said:
How to approach this email
Click to expand...

Like this:

Goku_SSJ_Power_Up.jpg


I often suffer a lack of tack
Click to expand...

Tact.

I often suffer a lack of tack and would like some advice on telling someone who you want to keep sweet that they need to either do better or get charged more, without them thinking of looking elsewhere.
Click to expand...

'We agreed on the rate. I am not a charity.'
 
SC0TTRS said:
Telephone call might be a better approach, giving a more personal feel and not so harsh when you hike up the price. :p
Click to expand...

This, most definitely. It will allow you to control the tone of your message and allow you to address concerns and any objections.
 
I would call them - and say something like " Im keen to discuss the last image you sent through. Ive been comparing it to the samples we originally based our deal on and there is quite a difference. This is having an impact on my side and wanted to know if you are happy to look at the image quality at your end? Alternatively we might have to look at new commercials"
 
Just explain what you just did in op. Just say "this is the situation", the agreement was x and y and because the work that i am receiving is not as complete as i would have hoped, this is leading to me having to spend more time on the work as original was agreed/planed. Due to this we can charge more for the work and ask if he is happy with that. If he says no then say the work you are receiving needs to meet this criteria or its not possible within the time frame agreed and apologize for assuming that the work would meet the criteria.
 
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