A regular client of 3 years typically orders prints from us quarterly came in over a week ago with an order. Sometimes this client comes in with the designs and sometimes we do the designs in house. When we were finished with the designs we sent the proof and then heard word from the client that they actually had the designs already produced so we used the designed provided. We had sent a bill to the client Monday in regards to the prints and design time we spent. Now the client feels that they shouldn’t have to pay for the design time. So what to do?
- Let it slide and remove the design charge?
- Proceed with the request to be paid?
I personally would let it slide since they are a regular client. It sounds as if it was a communication issue, so you may want to let them know somehow,
“Hey we removed this item from the invoice due to a misunderstanding, but please note that our design fee is XXX for furture reference.”
That way they are aware, and you look like the “good guy” to a good client.