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magicpro12 New user 43 Posts |
Wanted to get everyone's opinion on the topic of last minute changes. For all of my performances (besides Birthdays), I use a contract. in my contract I state the client has 2 weeks to cancel the performance without any fee/charges.
I am scheduled for a breakfast with Santa on 12/04. Originally the show was supposed to be 90 minutes (30 minutes stage, one hour strolling). The client sent me an email late on Thursday (12/02) and stated they did not sell out and they wanted to "downgrade the show" to save on money. I have been in this business for over 26 years and I have never had this happen before. In order to keep the client happy, I offered to reduce the time and reduce the fee. How do any of my fellow magicians handle this situation? Your comments are welcomed. Thanks. |
Lyndel Inner circle wrote the theme to the TV show COPS! 1623 Posts |
Magicpro12,
I think you acted properly. We are in a customer service based business. It was simply not worth the ill feelings that would have been created had you been hard-lined about the details of the contract. Plus - at least you salvaged part of the money you would have made rather than forfeiting all of it. I would mention in a follow-up letter to the client however that you were glad that you were able to accomodate her last minute show changes, but in the future, you'll need to perform and be compensated for whatever the contract is agreed to. You might state that since you are a professional magician and rely on your income derived from magic shows, that you base your entire household budget on shows scheduled in advance. Be tactful in how you word the letter, but be sure to include these two important points: Number one, you were flexible and helped her out this time, and number two, that you would appreciate no last minute changes in future performances. This will accomplish two things. It will remind her that you saved her butt and will plant the seed in her mind for you to do future work for her. That's my two cents worth! Lyndel |
Jim Snack Inner circle 1338 Posts |
Good advice, Lyndel!
Even though my contract stipulates that if a client cancels within 14 days of the event I am due my fee in full, I rarely hold them to that clause. That's a good way to lose a client. Instead I offer to reschedule the show to a future date that works for both of us. It just happened with a show scheduled tonight. The client left me a voice mail message two days ago that she needed to cancel because her boss informed her of an unforeseen scheduling conflict. That put her between a rock and a hard place, potentially looking bad to her boss if they have to pay for a program that did not happen. Since the booking was being handled by an agent (who intended to enforce the cancellation clause because he wanted to get paid), I told the agent to arrange a re-scheduled date anytime within a year. Furthermore, I'm going to personally call the client this morning to make sure everything goes smoothly. An unforeseen circumstance sometimes forces a client to request a change in a contract. There is a fine line one has to walk between being a hard nose who holds them to the original terms and offering superior customer service. Utimately, which would you rather be remembered for? |
Allan Elite user 405 Posts |
I always work with a contract. I then look for any way I can help the client with a last minute change or cancellation. I always try and put myself in the customers shoes but I also have to be fair to myself. If there is a really good reason (sometimes they lie)I will try and work with them. My way is that if I have not turned down another job for the same period, I will not hold them to the contract if they cancel. If I have not turned down another job, I feel that then, the deposit is liquidated damages.
It's always nice to accomodate a problem if it is real, but you must also treat your business as a business. |
Jim Snack Inner circle 1338 Posts |
You're right Allan. If I had to turn down work for a date that was later cancelled I am more likely to require compensation for that date. In those cases I usually will accept the 50% deposit as compensation for the cancelled date, rather than the full fee the contract stipulates.
But it's not a hard and fast policy. It really depends upon how I was treated in the business relationship. If I suspect that someone is being dishonest and trying to take advantage of me, or if I am being mistreated in anyway (and rudeness counts as mistreatment in my book), then I hold them to the original terms. I won't want to do business with that client again anyway. Bottom line: each case is judged on its own merits. |
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