Occasionally a client will tell me they don’t plan to pay for the resume package because they don’t like it.
This is after the interview, after I’ve explained the entire process, after they agreed to the fee and given me their credit card and after I’ve edited, refined and sent them the final versions.
I resolved the issue by not trying to negotiate with the client, which is futile. I let my credit card company send me the complaint.
Then I respond to it with a detailed letter including the sequence of events, all the emails sent and received, and the before and after versions of the resume.
It’s very time-consuming, but I won’t let a client get away with it.
It’s not the money, it’s the principle. I explain in my letter that it’s not like the client purchased a dress, took it home, decided they didn’t like it and returned it to the store.
The resume and letters require considerable time, effort, energy, and expertise and I know the client is using them to market themselves for a job opportunity.
I’ve won all my cases!
I don’t think there was anything I could have done differently to deter the client’s dissatisfaction because I believe that their intention was not to pay for the services. Nothing I said to them made any difference because their strategy was to get something for nothing.
I changed my policy because of these clients by inserting a sentence into my email quotes and invoices that reads:
Company policy requires payment up front.
All credit cards are accepted.
All fees are non-refundable.
My credit card service also suggested that I use this phrase to deter potential problems and I haven’t had an issue since.
Pearl White, CPRW, JCTC, CEIP
A 1st Impression Resume & Career Coaching Services
41 Tangerine, Irvine, CA 92618
Phone: 949/651-1068
Fax: 949/651-9415
www.a1stimpression.com
