Just wondering if you give clients a preview/sneak peek or whatever before you deliver (or finish decorating) the final order?
I generally do this, but when I did the tie dye cookies, I texted my friend (they were for her son) sneak peek photo of what they looked like, and went on about finishing the order. An hour later, I got a text back from her saying, "I like the peace sign and the 'groovy' but I'm not loving the 'L'." I texted back, "It's not an L (her son's name is Luke) it's a 7 (for his 7th birthday)." She said, "Hmmmm, it looks like an L. I'm not loving it." I was really upset. I texted back that the cookies were done, and if she really wasn't happy I would be happy not to charge her. But, if she wanted these by the date needed, I had to go with what I had finished as I didn't have time to restart the whole thing." She texted back that she showed them to Luke and he loved them, grabbed the phone out of her hand to show his grandparents and brother and was so excited for them. "If he's happy, I'm happy." She was overly gushy and apologetic about it, and in the end, they were a hit. Every other time I've sent a preview photo, I've gotten rave reviews.
But this got me to thinking:
1. Is a preview, in general, a good idea? And if so, do you do just a couple of cookies and wait for a thumbs up from the client before proceeding with the whole order? Do you agree to do a "proof" ahead of time, kind of like if you were printing something?
2. I know it doesn't happen often, but what do you do (besides refund money) if a customer really hates something you've done, or if there is just a general problem with the order, and there's not time to redo an entire order?