Do you keep your customers out of trouble? How aggressively do you warn them? Are you afraid you’ll scare them away?
Years ago I had a project blow up. It was a sweepstakes pad. Before the evolution of packaging and on pack “scan me codes” stores were full of point of sale. There were entry pads and ballot boxes. Shoppers could win prizes by completing a form and dropping it into a box.
I was hired by an Atlanta advertising agency to produce 50,000 pads of 50 sheets each. The pad backer would be lined with two-sided tape. Store managers would affix the pad to point of sale scattered through the store.
I knew, from experience, that the pad needed two strips of tape. The agency expert insisted that one strip would be enough. It saved money and she felt it was important. I cautioned her but followed instructions like a good print rep.
The pads fell off. One strip of tape was not enough. Entry forms hit the floor, and complaints came in from all over the service area.
The agency asked for a discount. I was incredulous. I reminded them of my caution. I had quoted the project correctly and they claimed to know better. We produced everything exactly as instructed and now it was my fault.
I didn’t take it lying down. I refused the discount. I showed my frustration, loudly.
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