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.

31 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.

Leave a Reply