I recentily searched the archives on dissatified customers and there seems to be a lot of different opinions on handling dissatified customers. I've been doing taxidemy for over 20 years and never had this situation happen to me. I completed a set of coyotes, one male, one female for the same customer. When he came to pick them up I thought I was being judged for "Best of Show"! He didn't pull out a flashlight but went over ever inch of both coyotes with his hands and kept rubbing the eyes and ears (for what reason I don't know).He then made a comment about one ear being lopsided. I looked and saw that it was cocked a little more to the left than the other one but didn't notice it until he pointed it out. I usually go over my mounts for the first week with a mini mag light and really look them over well. I don't know how I missed the ear problem. Anyway he just picked up the dogs without saying another word and left. Today while I was out my wife told me he called and would call back in 15 minutes. He still hasn't called back. Any thoughts?
Thanks,
Mike
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I don't know how tactful I'd be but I'd tell him in no uncertain terms that you provided him with a quality mount that you'd be pleased to present any customer you had. Remind him that he received it at the same price those same customers would have and had you know that he expected exacting and special work not ordinarily supplied at that price, he should have asked for it prior to leaving the work and should have expected to pay between 25% and 50% more for competition quality work. Refuse to let him put you on the defensive and advise him that you'd have appreciated any other comments that he had on your work to be made before he left your studio so that you might have seen what he was referring to. And mark him off your Christmas card list.
had a client call me and say that the life-size baboon mount I shipped him smelled bad!? It was commercially tanned on a regular foam mannikin etc. So he had it shipped it back to me COD. When I called him his office secertary answered the phone and started going on and on about a hiddious animal it was and that my client placed it right near her desk and for me to keep it. hmmm. Well, I just combed it and recrated it and paid to ship it back to him, it did not have any smell at all. I called him and told him I fixed it and now it should be fine and that he should put it in his office and watch it awhile to make sure. He did and was really happy I could "fix it" He has in the past several years sent me animals from around the globe (at least four 30 day safaris plus his friends work that go with him) and he has never had another "problem." If you need or want that guys business, just keep quite and "fix" his mounts and say nothing else, This is an EGO business and sometimes you have to play the game and go along, just be sure you always charge him top dollar plus the extras to make up for "things". If you do not need or want his business ever again tell him to take a hike.
....about it, he'll be back. When I lived in Northern CA I had a customer act similar to yours and I thought he'd never bring me business again but he did, and every time he would make faces and seem displeased but yet continued to bring me work. Now I live in southern CA and have another customer who always points out my flaws but continues to bring me work year after year. I just see it as constuctive critisizm. Truth is he's right and it hurts my ego but I need to be humbled and learn from my mistakes.
....someone may be tempted to point out that I forgot the "r" in contructive. Keep looking, you may find other mistakes.
oops, did it again!
You read many opinions about dealing with difficult customers because every customer has a different personality, every taxidermist has a different personality and each situation is unique. For me, the first question is do I care to keep serving this guy? In this particular situation he sounds unreasonably nitpicky. I don't mind criticizims but this nitpickiness can be annoying. If you've managed to satisfy all your other customers and know that these yotes were done well, personally I'd do like George suggested. That's what I WOULD do because I can afford to lose this kind of pest and not suffer. If you can too, you should. Your call.
Mike, you cant and wont please them all. Now, IF you honestly did the same fine quality you always do, as good as what you have on display, and IF the ear was as minor as you explained, and IF this truly is the first problem youve ever encountered along these lines then Id do this...Decide whether this guy is worth your further effort. My guess is, he may not be. If hes being decent about it, and you value his business, offer to adjust it, and learn from it. If you honestly feel he is being unreasonable, then ask him if he feels that over all his mount is consistent with what you always offer. Let HIM answer for himself. The decision as to how to proceed will then be his. As Breck mentioned, sometimes its humbling to have made a mistake.
I just want to thank everyone on this forum for your help and support. the gentleman did call me back and now he wants me to adjust the eyes! He claims that the pupils don't line up and they don't look right. This is on BOTH coyotes! I told him to bring them in so I can look at it and see his complaint. After I told him that he said he doesn't know when he can get here. I have a funny feeling he's waiting for me to say I'll refund him some of his money back (without looking at the problem!) As I said before, I go over all my mounts with a mini mag light and the I always check the eyes. IF the eyes have a problem I don't think I can adjust them as the skin is glued on and the lid are tucked. It will be interesting to see what happens and if the guy eventually shows up! I'll keep you posted if he does. Once again thanks for everyones info and support
Mike
Mike, I don't know you and I'm sure you do fine work, but why did the customer point out a flaw in the ears that you didn't see? Most good taxidermists are their own worst critics, and somethng like that I'm sure would have stuck out? If it is a VERY minor mistake, I would do as most people stated above, and decide whether this guy is worth the effort.
J Best,
Your right, I usually am my own worst critic. The ear is so minor that now he doesnt even mention it. His concern now is that he said the eyes were to small. When I pointed out that the eye opening is a certain size he agreed and now says the pupils are lopsided! Thats when I told him to bring it back so I can see for myself. I do go over everything carefully so I suspect I'll never see him again (at least for this problem).
Mike
At least you didn't mix up "your" and "you're". Some people on these message boards leave messages so hard to understand I'm not sure if they are illiterate or just don't speak English very well. A simple typo or incorrectly spelled word is one thing, but it looks an industry look bad if most of the posts sound like illiterate hill billies. I know I'll receive hateful replies to this about the quality of the work being important, not whether someone can write above a third grade level.
ask yourself this, are you happy with the mount? after having admitted to yourself the ear is not right. taxidermy is not perfection by any stretch no matter how hard we study and try. only you know what will measure up to your personal business standard. i myself never let anything go out i feel a customer would be dissatified with. i myself would adjust the ear, not a major problem or time consuming issue. the eyes? get out your reference and show this guy what an eye is supposed to look like! unless your eye set is wrong he will have no gripe. with all the shows and comp's today the advent of the internet customers are getting quite edjucated on the value of good taxidermy.