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Charge-Or No Charge-for Re-Scanning Area?2055

Forum Founder DanSmigrod private msg quote post Address this user
Hi All,

Do you charge - or no charge - when you are asked to re-scan a portion of a home? For example, I received this email today (23 June 2016) from the homeowner ...


"Hi there! Based on feedback from the realtor caravan we had this week we will be making a couple changes to the boys rooms upstairs. Most of the changes are happening in our youngest's room (the dark blue walls, space themed) We will be repaint int to a neutral color removing borders and removing several pieces of furniture from it. We will also be removing a few pieces from [son's name] room but no other major changes."

"Do you feel we should reshoot entry into those two rooms or very least [son's name]? Since it will be fundamentally different?"

"Please let me know your thoughts."


First, I let the Agent - our client - whom was cc'ed on the email know that we would do the re-shoot, if the homeowner would like that (both rooms) at no charge. And, I asked the agent if she would like to get back to the homeowner or if I should reply?

At the agent's request, I replied that we would be happy to re-shoot both rooms and to let us know once the painting was completed.


I could imagine that many Matterport Pros would charge for this. In addition to the challenge of re-scanning an environment that has changed, it means, deactivating scans, re-doing the slide show and a ton of other post production steps. (Because we use WP3D Models to generate all the links that we provide clients, the URLs will not change.)

Despite all that, this is an easy "yes" decision for us because:

1. We value the life-time value of the relationship
2. We value the word-of-mouth from both the agent and homeowner
3. We price our services like a six star hotel: the answer is always yes

What else? What would you have done and why?

Post 1 IP   flag post
Rfenton private msg quote post Address this user
How complicated is it to re-edit a couple of rooms?
Post 2 IP   flag post
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