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Customer is always right7972

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rzphotoman private msg quote post Address this user
I recently did a scan of high end Assisted Living / Memory Care facility. It is around 20,000 sg ft and had to be done over 2 days between 6-7:30 am each day. After 7:30 the residents start waking up moving through out the facility, and they move very slow...but just fast enough to be blurs in the scan.

The project called for 5 different scans of different areas of the facility to fit the new website they were creating.

Everything went great. The sales manager, who was my contact was there throughout the shoot and her and her boss loved everything. Then she shared it with the property owner.

A little background on the owner...I had just completed a huge project for him at one of his office complexes in another state. That one involved 11 office buildings spread over 125 acres, with multiple scans, virtual staging of empty offices, and drone footage of the entire complex. He loved everything I did on that project.

When he started looking at the first scan he was loving it, until he saw one of the trash containers in a scan. He said this looks great, but you have to remove the trash cans because they make the place look dirty. Unfortunately these "dirty" trash cans are throughout the facility and to remove all of them would require a complete re-shoot. He didn't blame me, he said I should have had someone from management with me making sure the trash cans were moved. I had management with me and she never consider moving them as they are everywhere.

Well, as they say, the customer is always right so that's what I'm doing...a full re-shoot at full price of the original shoot.

Here's a screen shot of the with one of the dirty trash cans. Can you find it?


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OpenHouseOptics private msg quote post Address this user
Is it possible to just rescan the points where they can be seen? However, it’s a little persnickety, the pull looks neat as a pin. Makes me think it’s clean because there are plenty of recepticles that the residents don’t have to walk too far to get to.
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WGAN Forum Founder DanSmigrod private msg quote post Address this user
@rzphotoman

Thanks for sharing the backstory.

Here's a kerfuffle I had about the customer is always right ...

Listing goes to another broker? Matterport?

Dan

P.S. We (typically) always hide trash cans.
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rzphotoman private msg quote post Address this user
@OpenHouseOptics re-scanning the points where they can be seen is not an option since they are in so many locations.

And Dan, I will generally remove trash cans but these, in mine and the sales managers opinion, looked like they belonged in the public space areas...but as I said, the customer is always right.

I would like to know how anyone feels about charging the client again for re-doing this particular job under these circumstances.
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HelloPado private msg quote post Address this user
I've always had a problem with this saying,, "the customer is always right".
I call BS.
The customer always has a need. As a service provider it is our business to discover that need.
If they ar willing to pay for the redo, that's sweet.
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VTLV private msg quote post Address this user
Haven’t seen that term thrown around by companies in about 25 years. How long did that campaign even last?

10 years maybe? That was the term that set off the frivolous lawsuit debate in the 90’s.

We got enough liability to worry about when simply adjusting the mini blinds.

Quote:
Originally Posted by HelloPado

If they ar willing to pay for the redo, that's sweet.
- here here
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rzphotoman private msg quote post Address this user
@VTLV My only response is I guess I'm old, 66, and old school. I've always have and always will treat my clients that way. Hasn't failed me in 38 years, but like my 21 yr old son says...wake up and get with the times dad. To which, after shedding a tear for his generation, I simply respond "no thanks, I'm good".
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CFster private msg quote post Address this user
“High end” assisted living facility? Around here even the low end ones cost a fortune.

They have the money, and admitted their fault. I’d be billing them again. At least for time spent.
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