Graphic Designer Tip Everyone Should Know: What to Say When You're Accused of Doing/Not Doing Something You're Not Guilty of

I received this in my email box quite a while back:

"Hello Jeremy,
Did you send the new files for my project to Jack? At this time he has not received them.  I am wondering what has happened...Sincerely, Debbie"

Well just between us, I know that this guy, "Jack" received the files (I made sure he got them) and I was a little ticked off that I was potentially being blamed for something that wasn't my fault. Still, I've learned the hard way that it's never wise to jump on anyone until I knew all of the facts, and that getting nasty wouldn’t solve anything anyways. With that in mind, here's what I sent back:

"Hi Debbie!
On the 4th of this month I sent Jack a link to download the final file he could print.
He responded about 10 minutes after receiving my email and indicated he’d have his pre-press department look at the final file and let me know if he needed anything else.
I never heard from him so I assumed that he was fine. I sent you the native files but Jack really doesn’t need them, he just needs the final file I sent him.

"Here is Jack’s email to me:
I will have my prepress dept review the files. If there are any questions we will get back to you. IF not, we will make the proof and send to Naomi for approval. Thank you for your help.

"The file is still available for you and Jack to download, here is the link: http://www.somefilelink.com

"If Jack has any challenges have him call me, but he should have everything he needs to get this done. If he hasn’t sent you a proof yet, you might want to give him a ring.
Best wishes."

I know what I sent her isn't a great literary piece of work, but it did get the job done (it cleared my name quickly and without making things worse). The client actually found the printer was at fault but appreciated that I didn't get upset when it looked like I'd screwed up. The reason why this communication was effective in establishing that I wasn't to blame AND not making things worse was:

• I specifically noted what I sent and when I sent it
• I'd kept one of the printer's emails so I was able to reference it
• I provided an immediate solution - the file was still available
• I avoided blaming anyone or getting personal. I even offered to help the printer if he needed it 

The client ended up hiring me for a few more projects - that probably wouldn't have happened if I handled this differently.

Being able defend yourself, even open a can of whoop-ass on a client is a good skill to master, but being able to tactfully and respectfully defend yourself is a skill you'll treasure for the rest of your life.

PS - Hey just for you guys here in the Phoenix, AZ metro area, the Art Institute of Phoenix has asked me to speak on November 12th to students and alumni, please feel free to join me if you have that day open.

I'll be talking about why in the hell most freelancers can't find and keep clients. The school's purchased a number of copies of Being a Starving Artist Sucks and Verbal Kung Fu for Freelancers and will be raffling them off the week before. Going to be a fun time, join us if you can!