Have you ever refunded anything based on your performance?...

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P

Papa Deuce

Mac Daddy DJ
Aug 8, 2006
19,843
594
63
Valley Forge Area
or equipment problems?

I actually ONE TIME - in 1991 or so - DJ'd an entire wedding for half price. Not going into all the details, but personal stuff was on my mind the whole wedding. I felt like I was terrible. I know I made a few mistakes.

I felt so bad, I did not take the 50% balance due at the wedding.

Now, in those days I was only charging about $250....

How about you?

BTW, that said, I still got one referral from it.
 
When I was starting to do wedding work, I had a "no questions asked 100% refund" policy. If for any reason a client did not think that I was worth my $$$, they could ask for a full refund (or any amount up to full) in writing within 30days of the event. That was part of my business for about 5 years.

In all that time, I only had one client ask for a refund in writing - and I mailed them a check the next day. I eventually found out that the couple overspent their wedding budget and had planned all along to stiff me. So the refund policy was the only reason I got the job in the first place. If a client was that determined to screw me, I am just as happy to give them the money...I certainly did not want any referrals from people like that.

I did more than 200 events in 6 years, so the refund rate was less than 0.5% (A rate that any retail store would envy!) The refund policy was a good selling tool, it helped to calm a lot of nerves, especially as I raised my prices.
 
Had some sound issues once and was 40 minutes late starting. I had to run out to Radio Shack. It was a non-wedding and the client was really cool. I told him to take $100 off the balance. He payed in full and tipped me $50.

We had a great time, but I was sick about it.

Stuff happens as they say.
 
I had a situation a few years ago.

I normally collect the balance due at the event. My Sunday event paid ahead of time by mail a week earlier. At the end of the Saturday wedding, the groom asked "So, do I owe you anything?" I said "No. You paid by mail."

It was only when I got home that I realized I screwed up. So I sent an email, and expected that it won't even be noticed for at least a week.

But here's the kicker. About a week after the event, a DJ buddy tells me that there's a negative review about me on The Knot. Yep. The same bride that I forgot to collect from.

It was a minor complaint, but, I would have been happy to provide any refund / reduction of balance due that the client thought was appropriate - if given the chance.

A week or two later, I sent another email about the balance. I didn't mention what I saw on The Knot.

A week later the full balance arrived in the mail.


FYI: Here's my 100% Satisfaction Guarantee.
 
Just this summer, I had a problem with one of my amps going in and out --- I tried to baby things for a period of time, before finally shutting things down, rewiring to one amp and getting the party back up and running. I went and offered to play extra to replace that time or knock off some of the charge. The client would not hear of it. I quit at the contracted time and got full pay. The next day, I sent out a nice letter, card and a gift card for her daughter's bday in the amount I was going to knock off.
 
No.

I always ask, several times during the pre-planning and especially during the reception "is everything alright?" "Are you satisfied with everything?" " Can I do anything else for you?" That way, I have a complete understanding of where my clients are "mentally" during this time, so if I ever have a belated problem I can say to them "I asked you several times before, during and after the reception if things were as you wished and each time you said "yes". "What happened?"

Dave

ps. As far as equipment problems, I use BOSE! (ducks and runs for cover)
 
I follow the same policy as Dave and have never refunded anything....

One night I did have computer trouble after someone pulled the breaker on me I lost about 30 mins and even though it wasn't my fault I did make up the extra time for them
 
This weekend I was hired to DJ a BBQ/Staff party for the owner of a very busy catering hall in NJ. He had the party at his house. I get there set up and start spinning and then out of no where the clouds opened up and all hell broke loose. Thunder, lightning and hail.

The night before I did check the weather and I knew this was going to happen so I ended up setting up in his garage and ran 2 speakers outside. I quickly pulled them in and we still kept the party going inside the house. So I figured no biggie, I showed up, jamming and I am still getting paid. The power was knocked out four times by the weather and decided not to come back on.

At this point I feel bad because there is nothing I can do. I hung out for 3 hours waiting for the power to come back and nothing. So I left without charging him. He throws us a very big amount of business yearly and there was no way I can charge him. I get a phone call on Monday and he insisted on putting a check in the mail.
 
I've never had a situation arise that warranted a cash refund....knock on wood.

Although there have been situations (many years ago) when we got a couple of complaints about a certain 'sub' I was using. After two of these, he no longer worked for me. (Back in those days I only took a $100 deposit as a "finders fee", which is all I guaranteed in those days-- a warm breathing non-corpse DJ!)
 
DJ JohnThe1 said:
At this point I feel bad because there is nothing I can do. I hung out for 3 hours waiting for the power to come back and nothing. So I left without charging him. He throws us a very big amount of business yearly and there was no way I can charge him. I get a phone call on Monday and he insisted on putting a check in the mail.
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It's nice when you deal with people of honour....And in this case it was both sides :sqbiggrin:
 
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