Bob Bly Direct Response Copywriter Official Banner

The customer is always right — even if he’s not

October 5th, 2018 by Bob Bly

Subscriber DC writes:

“After 23 years as a full-time freelance copywriter, I still
occasionally find myself in a difficult situation with a client.

“As you know, in their terms and conditions, most copywriters
stipulate that copy revisions are free of charge, but changes to
the assignment will incur an extra charge.

“I do this too, but sometimes there can be a slight grey area in
which a client can argue that a small change to the assignment is
actually just another revision. [This incremental additional work
is referred to as “scope creep.”]

“My client did this today, and I’ve ended up effectively working
3 extra hours for free. For goodwill I offered to ‘meet halfway’,
but the client — a very large company — now refuses to pay
anything above the quoted amount.

“More than ever, clients know how powerful they are and it looks
like I’ve got to grin and bear this loss. Perhaps there’s a
newsletter article here?”

Well, this covers two fundamental rules of the service business,
both of which are important.

The first rule: the time to discuss costs is before they are
incurred, not after the fact.

DC should have given his client a written estimate of the extra
hours the rework would take, and gotten them to agree before

Because he did not, I feel the client owes DC nothing for the
extra rework.

The second rule is: if it’s a choice between being too generous
to your clients vs. being a hard ass and looking out for yourself
first, you should err on the side of being too generous.

I’m not saying you should be a sucker and work for people for

But it’s almost always better, in case of disagreement or
dispute, for the outcome to favor the client, and not you, even
if it costs you in time, money, or both.

Being a large corporation, the client company here could have
given DC a significant amount of new business — many tens of
thousands of dollars — if they continued to use his services.

Therefore, eating 3 hours of DC’s time is insignificant when
compared to the potential income from this account.

And when you treat people in business fairly and favorably, word
gets around, and you build a reputation for being honest and

On the other hand, if DC fights the client on this, he will lose
favor with them, and they won’t continue to use him.

The great David Ogilvy likened the advertising business to a game
of chess and advised, “Guard your King and Queen; let the pawns


This entry was posted on Friday, October 5th, 2018 at 10:04 am and is filed under General, Success. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.

144 responses about “The customer is always right — even if he’s not”

  1. twitch said:

    I agree with your opinion, the customer is always right!

  2. Rani Priya said:

    Hello guys!! I know you want to put your lips on my boobs. If you want to get masturbated by my soft hand then you can hire me

    easily. simple visit our websites..

  3. Anna Shetty said:

    Your articles are really amazing and I got a lot of information and guidance reading them.

  4. Jack Jonas said:

    But the agreement must be from both sides. Otherwise, it becomes frustrating for the seller or service provider.
    Isn’t it or not?
    Anyways, you can visit our site to get technical support for Pogo Games issues.

  5. lucky patcher said:

    List of popular Games that can be patched with Lucky Patcher app. Lucky Patcher games list here which can be modified with the app.

  6. Rad Sol said:

    Nothing is like a customer is always right. They would be right if they cooperate their business partner well. After a clap can produce sound with both hands.
    Isn’t it?
    Well, it seems like if you are a businessman then for sure you use printer device for your work. So whenever you get any kind of issues with your device, You can visit our site or you can also make a call our technicians on 1-800-764-852.

  7. happy wheels said:

    The information is great, I’ve been searching your blog for a long time now and I’m really looking forward to it.

  8. said:


  9. James Lee said:

    You have made a great article about copy writing which i like reading.I must say i am impressed to read the content which you have posted.
    Van Racking

  10. Escort-Mumbai said:

    Real impressive article. Post made me to think deep about this topic. This post is one of the best i read today. Lovely!!

  11. NinDa said:

    This is a wonderful post. I enjoyed the information lot. I will bookmark this page. Thanks for sharing this information.abcya blue box

  12. John said:

    I really appreciate by this post. Thanks a lot for this very useful information.
    abcya wheely 6

  13. suman said:

    I will bookmark this page. I enjoyed the information lot free gift cards generator and free gift codes generator and free gift card generator

  14. ripegnarly said:

    Happy Glass is a casual physics-based puzzle game with hundreds of levels to unlock and solve.

  15. Laura said:

    But it’s almost always better, in case of disagreement or dispute, for the outcome to favor the client, and not you, even if it costs you in time mypremiercreditcard

  16. Emilia said:

    Ich schätze das … Danke und wünsche Ihnen Frohe Ostern mit wünsche und Sprüche . Fröhliches Eiersuchen bei schönem, warmem Osterwetter, danach ein gemütliches Osterfrühstück, wünscht . . . . Die Osterhasen-Familie hat in den letzten Tagen viele bunte Ostereier für uns bemalt, morgen ist Auslieferungstag. Frohe Ostern!

  17. Alisa said:

    Your blog is really a good platform to get informative posts. It is really a helpful platform parking fury 2 coolmath

  18. John said:

    Glad to read about this blog. The stories you share on this site are worth to read. cool maths games wheely 6

  19. Mobileszon said:

    really appreciate by this post. Thanks a lot for this very useful information.

  20. tafseerquran said:

    aldua’endi’iighmad almyt:
    “allahum aghfir (lflan)warfe drjatah min almhdyiyn wakhlufunh fi eaqbih fi alghabiryn. (shih muslmac Read more

  21. pakstones said:

    What is Diamond Stone?
    The Diamond Stone in Sanskrit, it is the most shiny in nature and Mood is cold The world’s most expensive and beautifully Read more

  22. Kate said:

    As a business owner, Customers are always right. Thanks for this wonderful post!

  23. Ankit Prajapati said:

    GK Quiz and Answer Of Indian Polity Parliamentary System’s Of India

  24. Ankit Prajapati said:

    GK Quiz and Answer Of Indian Polity Parliamentary System’s Of India

  25. Dinesh Electricals In Vadodara said:

    On 24-7 electric l services, we believe in putting our customers first. 24-7 ELECTRICAL SERVICES may be a family closely-held and operated, trusted service company. … We are committed to offering up front pricing, quality work and ensuring customer satisfaction. Home Electric Repair, Commercial Electric Electrical Generator LED Lighting Motor Station. Panel Security Install Fan Repair Service

  26. shaikh umair said:

    There are particular dissertation online sites over the internet if you ever buy of course proclaimed in the site. learn to jailbreak Firestick with Kodi

  27. Arbaz said:

    Macromedia Flash 8 Free Download

  28. Arbaz said:

    Thanks for this Informative article
    Kindly read more

  29. Dinesh Rathva said:

    Our 1000 basic electrical engineering questions and answers focus on all areas of basic electrical engineering, covering 100 subjects in basic electrical engineering. These issues have been selected from the official and best reference books collection on Basic Electrical Engineering. Spend 1 hour daily, fully understand and absorb basic electrical engineering. This way of systematic education will easily make anyone easily available for electrical engineering interviews, online tests, exams and here

  30. hamzasadam said:

    thanks for such a informative article i have learn and inspire to read thanks so much

  31. Nick said:


    I see your point, but the ways the law of attraction is not fully understood, everything is connected and I believe we are influencing things in our lives through thoughts at some level. The subconscious mind is always working on things for us.

  32. ng associates said:

    I really appreciate by this post. Thanks a lot for this very useful information.i use it on my tax firm in kolkata

  33. vyas ashish said:

    Commentluv Premium why You Should Buy Before End Of year

  34. Cryptooa said:

    Customer are always right if your company or service come with better feedback

  35. link kisalt said:

    ted error that often appears if a sds

  36. gamcore said:

    if your company or service co11

  37. Pembroke Pines Duct Cleaning said:

    We couldn’t agree more with your article. We just do what it takes to make our customers satisfied. That almost always mean new customer referrals and repeat business for our air duct cleaning company.

  38. skincarezine said:

    I gotta favorite this website it seems very helpful .

  39. pinku said:

    You need to love your work then you got success .Read more about – What is love in hindi .Thanks!

  40. Electrical and Electronics Engineering Information said:

    Electrical engineers design, develop, test, and supervise the manufacturing of electrical equipment, such as electric motors, radar and navigation systems, communications systems, or power generation equipment. Electrical engineers also design the electrical systems of automobiles and aircraft.all about Electrical and Electronics Engineering Information.topics, eligibility, fee, like engineering works, construction, information technology, etc.

  41. akku singh said:

    I am going to save this article. I really liked it and enjoy the most. Thanks for sharing it with us.
    C Tokens

  42. Prediction Mania said:

    get the best cricket match prediction from all of the top predictors
    at predictionmania

  43. ours said:

    I truly like you’re composing style, awesome data, thankyou for posting.

  44. Liza said:

    I really agree a lot about this you should still pay for the work. These days many people are willing to sell stuff that is not even worth $5 even more. Some people kids in Discord thinks that everything has to be $1 for art designs like profile pictures and more. This is my and also if you go to Discord I can help to add bots in ur discord server

  45. Gupta said:

    Great article you have written in terms of understanding between work and hobby. Thanks

  46. arihant said:

    Yes! i agree with you but sometimes not, somebody wants to learn real sales, please Enter financial sector or <a href"="online stock broker website.

  47. arihant said:

    Yes! i agree with you but sometimes not, somebody wants to learn real sales, please Enter financial sector or online stock broker website.

  48. aqsd said:

    During the manufacturing of the YEEZY Period 3 clothes for the huge show at Madison Square Best Fake Jordan 1 UNC For Sale Garden, it was revealed that Kanye had create the shoes independently of adidas. Based upon the certain language of YEEZY president Pete

  49. Bollywood Song Lyrics said:

    Greate Post Bollywood Song Lyrics Website Provide For All Types Of Songs Lyrics
    Kaash Aisa Hota Lyrics – Darshan Raval

  50. Webroot.Com/Safe | Www.Webroot.Com/Safeinstallation said:

    Webroot.Com/Safe | http://Www.Webroot.Com/Safeinstallation – Webroot internet security, and identity protection Webroot SecureAnywhere keeps you secure when browsing, shopping, and banking on your System and other device like Android Phone. Visit Here

  51. Quranic solution said:

    If you are in love with someone and have a genuine belief that the other person also loves you, but is holding back, then you can help them find the courage by using it.

    Read more Strong wazifa to create love in someone heart

  52. fake yeezy boost 350 v2 said:

    I’m a big fan of Blair Eadie’s style. I have no idea where she keeps it all and I’m sure the overwhelming fake Yeezy boost 350 v2 majority is gifted to her but, I still like a lot of the same things she likes. I just wouldn’t have the nerve to take a bunch of high-end designer pieces from my closet and then work with a company to dumb them down and mass-produce them.

  53. sawq said:

    Taking shoe inspiration from cheap yeezys v2 others really sets me off. Here’s Blair wearing Prada patent, stacked-platform oxfords a while back and a close up of a pair from that same collection.

  54. Rohan Sngh said:

    this is a Great information i like to say thanks the admin of this post who share great article with us . keep doing this good work

  55. Steve Moryal said:

    Norton Antivirus defends your computer, Mobile, Tablet against viruses, malware, Trojan, Ransomware and, other online threats. You can protect your computer through Norton Antivirus by simply download it in easy steps, Just click on the link following link.

  56. John said:

    We do our best to make our customers happy. Giving 100% effort in our customer service. Our company provides tree removal for any one who needs it. tree removal mobile AL

  57. jmdc said:

    With so many fake Yeezys in Fake Yeezy 700 v3 the market right now, here’s how to tell if your Adidas Yeezy Boost … The Yeezy 700 V3 Could Debut This Month.

  58. said:

    Your Post very useful and I share your post on my websites and group.
    You can visit my website to read more blogs about Roku device, Roku device activation, and Roku error or troubleshooting problems.

  59. said:

    Your blogs and post is all time famous and popular. your content writing skills very nice. for this, I share your blogs on my group, blogs.
    I support all Roku users and you can visit my website for setup, Roku error, and troubleshooting problems.

  60. said:

    Oooh Woow, your post is great. I am very happy and I share your post on my social groups, my blogs. Your content skills are very amazing.
    I am also a blogger and I help Roku users who face problem Roku activation, setup and more. Please visit our website once time.

  61. grinich said:

    wow, i your article is best for me. i am very hapy and glad

  62. Songlyrics said:

    s? ??????s ???? ???? s??? ?????s ??? ????s??? s????s ?? ???????? s??? ????s??? s????s ? ??? s??? ?????s ??? ???????.s s??? ??? ?????s

  63. said:

    Enter Product Key | is the great antivirus software tool that protect your system from kind of Trojans,malware ,viruses,etc. Keep your pc smooth and moving with use of this antivirus tool .Software make your system safe and great .Netgear Login .
    Netgear router Login

  64. said:

    Microsoft Office setup is a complete package of Microsoft that includes Microsoft Word, Excel, Access, PowerPoint, and Outlook,Get Office Setup 365, 2019, 2016 and 2010 product key, visit .log in and enter office 25 digit product key to activate your office product,visiting the following links.

  65. said:

    If you suddenly face norton antivirus installation error then you can instantly contact this support service team members of Webroot and find a solution of complex issues related to Webroot antivirus.

  66. Aman said:

    I am very happy and I share your post on my social groups, my blogs. Your content skills are very amazing. for more interesting blogs check them out.
    Edge Telecom .

  67. alex0 said:

    Here you share the hitting information with and I have to share a site on super visa security that site is key for you and others and I believe you like this thankful for offering such post to us. visitorguard

  68. Upasna said:

    I agree, Customers are always right!

    I bought some kitchen accessories from batra Kitchenware.

    They were so kind to me and refunded my money as well.

    Do check them.

  69. netgear extender setup said:

    Thank you so much for this wonderful Post. This is an awesome post thank you for sharing this interesting post,

  70. shayari said:

    Thanks for providing the information with this post. The post is very nice! By the way, I want to share with you information about the best.

  71. Johny Deep said:

    I am the first time visiting your website. I am very glad about your website. Keep it up. I found the website in which many types of car for rent to your travel for your family journey. You visit this website I am sure you will love it.

  72. shubham said:

    I am the first time visiting your website. I am very glad about your website. Keep it up.

  73. shubham said:

    Thanks for providing the information with this post. The post is very nice! By the way, I want to share with you information about the best.

  74. Snyd Vanc said:

    As being a freelancer too! We have to compromise sometimes! Actually this is the world’s nature if you don’t bend you will be impaired. So it is good to be wrong when the client says 😛
    Any Video Converter Ultimate 6.3.8 Crack

  75. said:

    This is a great tip especially to those new to the blogosphere. Simple but very accurate information… Many thanks for sharing this one. A must read article!. Please Visit… Yogurt for Weight Loss Diet Plan

  76. Ainain said:

    Best Telegram Channel
    Telegram Channel

  77. Supporting Ainain said:

    Best Telegram Channel

    Telegram Channel

  78. Nijo said:

    I 100% agree with you, if there is no customer then there will be no profit.
    So, customer is king.
    thank you for your motivational post ( helping me a lot )

  79. sarkariexam said:

    Very nice article, have a great knowledge

  80. shubham said:

    Hi i am shubham and i am professional photographer.

    If you have seen my all blog then you will Get how much quality content I have provided you, if you have not seen my Good Night blog then please watch it

    Also in This blog, we are going to give you some lovely picture which is Romantic Good Night Images

    also see my movie website

    good night images

  81. TECH SPREADER said:

    Very nice article, have a great knowledge.



  82. Study Holic said:

    Bachelor of Technology (B.Tech) Course Bachelor of Technology (B.Tech) Course ???? ?? ?? ???? ????? B.Tech Course Full Form,Qualification,Admission Process,Career,Salary, Syllabus, Fees, Entrance Exam, Scope, ?? ???? ??????? ????? ???

  83. love paheli said:

    If you are searching for the latest collection of Hindi Paheliyan with Answer for School, for entertainment
    love paheli

  84. Cheap broadband in Ahmedabad said:

    GTPL offers high-speed broadband internet services to homes and offices at affordable and Flexi pricing.

  85. High speed broadband in ahmedabad said:

    The company is equipped with Giga bit passive optical network ( GPON ) Fibre to Home Technology (FTTH) with seamless fibre optical cables spread across the nation.

  86. tails said:

    electrical contractor and likely the best electrical contractors northern va. Panel upgrade

  87. Essay Expert said:

    Essay Writing Ace is a platform that provides essay help online in the UK by professional essay writers of the UK. We aim to remove depression from the future of our nation “Students”. So if you need any help in writing any type of essay so you will be pleased by our writer.

    Regards: Essay Writing Services

  88. Alojamiento Web said:

    Nice info, have read this post and found so many informative points. Thx.

  89. Topic Guy said:

    Great article with great info….also checkout Mood Off Status For WhatsApp and Love Me Harder Lyrics

  90. Migration Agent Adelaide - ISA Migrations and Education Consultants said:

    Yeah its rights, we always work in customer interest.

  91. adam said:

    Hello Mate – This is amazing piece of work and give me informative insights about subject matter. I would love to read more about your work to enhance my knowledge. Further, to get best Stadium goods promo code , please visit out website

  92. adam said:

    Hello Mate – This is amazing piece of work and give me informative insights about subject matter. I would love to read more about your work to enhance my knowledge. Further, to get best TSplus Coupon Code , please visit out website

  93. adam said:

    Hello Mate – This is amazing piece of work and give me informative insights about subject matter. I would love to read more about your work to enhance my knowledge. Further, to get best Carter’s Coupon Codes , please visit out website

  94. Malik said:

    Dezign Digest is the Online Magzine for architecture and Interior Design lovers.On this site we share the latest interior designs trends and teach you how to design your home more beautifully.

  95. khan said:

    best post i have ever seen

  96. noor said:

    Thanks For Sharing The Amazing content. I Will also share with my friends. Great Content thanks a lot.

  97. Invisalign support said:

    its very good article for everyone,
    Can you eat pizza with braces

  98. Palaptino said:

    I would like to tell you about a good opportunity to raise your profitable. I have the best forex list for you where you have a good chance to earn money

  99. Shivam singh said:

    Thanks for sharing this artical .

  100. kinemaster for pc said:

    Thanks for this post admin

  101. Today Time said:

    This is a famous blog.

  102. EMMETT TILL said:

    Great Site and goodwork Buy medical marijuana online for healthy benefits

  103. Joan Zuniga said:

    Great article thanks for sharing miami tattoo

  104. Download Viva TV Apk said:

    This is one awesome article post.Really looking forward to read more. Much obliged

  105. Joan Zuniga said:

    Great site keep the good work guys tattoo shops near me thanks for sharing 🙂

  106. Arthur Rodriguez said:

  107. said:

    Amazing post and thanks for sahring

  108. said:

    Brilliant work and thanks for such a good kind of post

  109. doubleyourline said:

    Your work is just amazing i really like your work.

  110. said:

    To Install Trend Micro Mobile Security for Android and iOS open you will get a page asking for your Activation code ,If getting bunch of results select one which says “Enter Activation Code | Trend Micro”

  111. Sam Miller said:

  112. HvLyRiCs said:

    visit to Below Links
    afsos karoge lyrics-stebin ben
    HvLyRiCs-Best Hindi Song Lyrics

  113. swallowme said:

    With regard to political and civil freedoms, Portugal is 1. Citizens in Portugal experience total freedom. The majority of countries in which citizens enjoy expansive civil liberties and political freedoms are representative democracies, in which officials are directly elected by citizens to advocate for their needs and desires. Free countries are often bolstered by healthy economies and high-functioning governments.

  114. download said:

    Hi appreciated, your composition is very intriguing and worth exploring completely. Communicate in precisely the exact same spirit!

  115. prashat roy said:

    The information is great, I’ve been searching your blog for a long time …follow us for more.

  116. Zaamzam said:

    Pest control company in Jazan

  117. securitasepay said:

    Great article

  118. one said:

    Really appreciable content.

  119. doubleyourline said:

    This blog is an informative and diverse piece of content. I am agreed that you need put your effort on right direction.

  120. Jahkhin said:

    I want to commend you for your efforts on Rahman Jago and Taaooma bio. – jahkhin

  121. said:

    best content sir its helpful for all person…

  122. JUhi said:

    Quite great post. I just unearthed your blog and needed to state that I have truly delighted in perusing your blog entries. Any way I’ll be buying in to your feed and I trust you post again soon. Huge much obliged for the valuable information.

  123. Kavya said:

    A magnificent blog entry. I am grateful for your blog entry. I have discovered a great deal of methodologies in the wake of visiting your post.

  124. Jenny said:

    This substance is composed very well.Your utilization of designing when coming to your meaningful conclusions mentions your objective facts clear and simple to understand.Thank you!

  125. said:

    Howdy! I’m at work browsing your blog from my new iphone!
    Just wanted to say I love reading through your blog and look forward to all your posts!
    Carry on the superb work!

  126. Pirates File said:

    well if you want to activate your windows or office or want to get any paid software for your pc free then you are at the right place.

  127. Rimpi said:

    Escort services in Dehradun like Erotic Massage Dehradun ,Dehradun Escorts,Call girls Dehradun Fetish Independent Escort Dehradun to know more visit my website.

  128. Laura William said:

    Yes, we don’t need to be boxed into labels! I like that the Myers-Briggs, in case you learn about it, indicates you how you may grow by using cultivating your “inferior function.” So I do not locate it limiting for that reason.

  129. Susan David said:

    I thought this recipe was in reality thrilling and it sounds find it irresistible tastes great! I can’t wait to try and make this for myself. Thanks for sharing, even though i assume I’m going to preserve the tomatoes.

  130. Mohammed Gulam Rabbi said:


  131. Md Gulam Gulam Rabbi said:


  132. bubble shooter said:

    The issues you share are very good and many people are interested in. it gave me lots of useful information. help me expand my knowledge.

  133. Mp3 music said:

    Wow. Nice reading this post

  134. roman davis said:

    Customers like to satisfy before starting to give orders of their project that is why most of the students are getting online assignments from the writers of

  135. Movie Jacket said:

    It was really amazing to read the blog post. Thanks for sharing that.

  136. Pravasmitra said:

    Thanks for your Informative Content. I will Share this with my friends.
    Again thanks a lot.
    Kaziranga national park information in Marathi
    Information about Taj mahal in Marathi

  137. sarkari exam said:

    Sarkari exam with the new and informative news

  138. kisa kapaklar said:

    kisa kapak laflar, kapak sozler, kisa kapaklar

  139. irfan ullah said:

    Thanks For Sharing this Amazing Content Keep Up the good work.islamic books in urdu

  140. irfan ullah said:

    This is the Best and amazing content, this content is also useful for me.islamic books in urdu

  141. Naveed said:

    aapke ke website ka post main read karke bohut acha laga good information.irfan techno

  142. Lener said:

    The Best Tablets for 2021 Best Buy for great prices on new or refurbished iPads, e-readers, and tablets. Tablets are available in many sizes & style best tablets 2021: Is the iPad still the one to beat? After thorough testing, Trusted Reviews definitively ranks the best tablets to look out for

  143. Malakan said:

    The best coffee maker for 2021 Oxo, Ninja, Bunn, Bonavita the best coffee maker You Can Buy Now · What to Consider Before Buying a Coffee Maker · Brew Size · Timing · What We Look For in a Coffee .

  144. Panda said:

    Best true wireless earbuds for 2021 Apple AirPods, Bose The best earbuds 2021: our top earphones and in-ear headphones for any budget · 1. 1More Triple Driver In-Ear Headphone · 2. Sony WF-1000XM3 True …

Leave a Reply