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Crazy Logo Customers Tutorial Series - #3 Taking Advantage

Crazy Logo Customers


Crazy Logo Customers

click to see their stories

Crazy Logo Customer #1 ---- Flaky

Crazy Logo Customer #2 ---- ALL CAPS EMAIL

Crazy Logo Customer #3 ---- Taking Advantage

Taking Advantage - Crazy Logo Customer #3

Sometimes a logo customer will come along who take advantage of your goodwill. This brings us to our third crazy logo design customer. We will call him Tim. His logo design was for a combat fan web site. His design requirements required very illustrative and detailed design concepts which take extra long to come up with. He said before the project began: "Well have fun! Like I said feel free to do as you wish. I am easy going and I am sure we can come up with something brilliant!"

Here is how the email correspondence went after his initial logo concepts were presented.

After the initial logo concepts were sent Tim wrote:

I like a few of the ideas. Skull instead of eagles. I like the skull from concept 1. I like the font from concept 2 best.

Then I responded with:

Thank you for your feedback. We will make the revisions you requested.

Thank you

Then I sent this email:

Your revised logo concepts are ready. You can view them on your client page.

If you have trouble viewing your revised concepts, please click your browser's refresh button.

Please let me know which concept you prefer and any further revisions you may require.

Thank you

Several days later Tim responded:

So how is that refund coming along?

Thank you.

I was confused and emailed Tim this:

Thank you for your email. I did not receive an email previously with a refund request or feedback.

Why have you requested a refund? What was your feedback to the latest round of revisions?

We will initiate the refund via PayPal in the 24 hours. If you do not get notification that the refund has been initiated in 24 hours, please email me.

Please let me know if you have any questions.

Thank you and have pleasant evening!

Tim then sent this email:

Now I feel like a moron. I thought I had sent you an email when I received the revisions. My bad.

Its just not the art style I am looking for. It does not fit with the company image. I have since sought services else where. At least you are true to your refund policy, I definitely respect that.

Take care.

My Thoughts

To not get paid when doing this much work is very disappointing. Customers who take advantage are probably why a lot of logo designers move on to something else. We did not have a refund policy but we decided that refunds were easier to give then getting bad press. The project seemed to be moving along fine until his out of the blue email asking how the refund is going. This is also why a lot of design companies refund policies state that customers need to request a refund before revisions are started. Who knows when he decided to use another design service. He may have tried two logo design companies at once to see which one worked for him better. I recently checked his web site after it has been almost a year. There is no logo design on the site. It is just plain text.

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