Re: Refund Editing Fee? (Update)



Reb wrote:
> Bolstered by all the kind replies in this group, I told my client I didn't
> feel the fee refund was fair. She wrote back saying she didn't intend to
> demand the penalty on *this* report; it would be for future reports. She
> further went on to say that her company is thinking of hiring an editing
> agency to handle all of their work (veiled threat?), and that if they do
> that, the vendor would have a similar performance penalty.

You should never tell a client she's unfair. But that cow's out of the
barn. I would have offered her as a courtesy and token of mutual
respect, given the less than 1% margin of error, a 10% discount on the
next article--and only on that one.

You are screwed here. The best you can do is tell her that you would be
terribily sorry to lose her business and good luck finding an editing
agency who will do the job for less. (They may agree to some kind of
performance penalty--not 30%-- but first they'll jack the upfront fees
to the moon. As would any of us).

You might also remind her that the goal is to produce a product with
zero errors. The solution to that is not a penalty but to build a more
fail-safe system. That would probably involve another set of eyes. For
example, you might hire someone to do a swift second run-through, or
better, she might provide one . Old secretaries often have wicked good
eyes for grammar, punctuation, and so forth.

Chris

.

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