On Being Let Down - or Not

Feedback from one of our clients, Stephanie, who kindly says -

"Thank you for your prompt and efficient service, I especially liked being able to view photos online, an unexpected bonus. It was also refreshing to view the photos online, an unexpected bonus. It was also refreshing that you actually sent the pictures before being paid, very trusting. I hope you don't get let down too often."

So, why send before payment? This is a bit of a bee in my bonnet, paying in advance. Pretty much everything I buy, in our local High Street, at Lakeside or Bluewater you can touch and feel before you get to the till. Marks & Spencer have built a brilliant reputation in their generous returns policy. I hesitated when I started to use Amazon but I've had experiences when I've had to return items and they too are brilliant. I'd like 1Scan's clients to have the same peace of mind and returning work first, then invoicing, does, I hope, give you that feeling.

How often have we been let down? This year there are two events that have raised my blood pressure and turned me into Victor Meldrew. Earlier this year I was contacted by a teacher at a public school in London. She was arranging a class photobook (nice idea) but she had to get the ball rolling. Would I be prepared to scan first, then be paid about six weeks later when the book is sold. Idiot me said OK.

Fast forward to September, our invoice isn't paid. Teacher has moved on, school denies any responsibility even though deal was confirmed on school headed notepaper. Do I sue for a few quid or bite the bullet? Sure it's a matter of principle but for much less than £75 is it really worth the bother?

Then just as I was closing down on Friday I got an email newsletter from Head Teacher of a local secondary school (budget £6M+). Over the earlier months of this year I've scanned 300 to 400 prints to drum up support for a fund raising day. I haven't charged, and don't expect any money, but was told I'd get a mention in their publicity. So I was particularly annoyed to see in the newsletter that every other company involved (including at least one who'd charged for their services) was fulsomely thanked and their company logos / adverts reproduced in front of over 3,000 parents. Was 1Scan there? No.

Yes Stephanie, we do get let down. Despite this we'll continue to scan, mail, then charge - I'd feel bad doing it any other way. But if another school asks for a concession, or a freebie, forget it; two bad apples have blown it for the rest.