APA Open Community

I'm interested in hearing how you handle high value items that come in for personalization ...  expensive watches, etc.

Some of the things I'd like to hear about if you have them in place:

• Do you carry any sort of insurance rider or policy for losses specifically related to this sort of accident?
• Do you use a special agreement to sign and/or some sort of clause on customer paperwork explaining the limits of your responsibility for things that happen outside your control? (Laser goes down during a job, etc.)
• Any other tips or approaches about this would be appreciated.

Over the years, I've heard and read comments from other shop owners that dealt with a percent of the item's value, flat rate tiers, etc. Discussions about pricing are forbidden on this forum, but if you have a general approach for protecting against such losses that can be described in vague or general terms ... perhaps a moderator could chime in and help keep this discussion between the guard rails. It's not my intent to run afoul of the rules. 

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Bill Collier
Arch Engraving
Fenton MO
314.966.8800
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I tell the customer that "Murphy" lives in the shop. Although he doesn't pop up often, mistakes can and will happen on occasion and some things are beyond your control. First of all, I have a reputation for doing "high value" and "Family Heirloom" Items. I tell the customer up front that I cannot and will not replace the item nor will I pay them what the item is worth should something happen to it. The decision is theirs to have it personalized or not. I do have an engravers agreement which they will sign stating such. Secondly, I don't let any of my inexperienced people engrave or personalize said item. I will do it myself. They may watch and learn. Eventually when they have enough experience, they can start doing items like these with supervision. Lastly, DON'T SCREW IT UP! LOL

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Sean Arnold
Basement Woodworks & Accolades Awards and Trophy
Brunswick ME
207.725.8980
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Sean Arnold, is there any way to get a copy of your agreement that you have your customers sign? I've searched the web for something like it, but haven't really found anything.

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Wendy OHern
Graphics Etc LLC
McComb MS
601.249.3101
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Original Message:
Sent: 07-10-2026 08:46
From: Sean Arnold
Subject: High value customer-supplied items for personalization

I tell the customer that "Murphy" lives in the shop. Although he doesn't pop up often, mistakes can and will happen on occasion and some things are beyond your control. First of all, I have a reputation for doing "high value" and "Family Heirloom" Items. I tell the customer up front that I cannot and will not replace the item nor will I pay them what the item is worth should something happen to it. The decision is theirs to have it personalized or not. I do have an engravers agreement which they will sign stating such. Secondly, I don't let any of my inexperienced people engrave or personalize said item. I will do it myself. They may watch and learn. Eventually when they have enough experience, they can start doing items like these with supervision. Lastly, DON'T SCREW IT UP! LOL

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Sean Arnold
Basement Woodworks & Accolades Awards and Trophy
Brunswick ME
207.725.8980
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Here is a simple form I use.

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Bryant Liddle
B-Line Engraving
Fulton MO
573.220.0080
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Original Message:
Sent: 07-13-2026 14:27
From: Wendy OHern
Subject: High value customer-supplied items for personalization

Sean Arnold, is there any way to get a copy of your agreement that you have your customers sign? I've searched the web for something like it, but haven't really found anything.

------------------------------
Wendy OHern
Graphics Etc LLC
McComb MS
601.249.3101
------------------------------


Original Message:
Sent: 07-10-2026 08:46
From: Sean Arnold
Subject: High value customer-supplied items for personalization

I tell the customer that "Murphy" lives in the shop. Although he doesn't pop up often, mistakes can and will happen on occasion and some things are beyond your control. First of all, I have a reputation for doing "high value" and "Family Heirloom" Items. I tell the customer up front that I cannot and will not replace the item nor will I pay them what the item is worth should something happen to it. The decision is theirs to have it personalized or not. I do have an engravers agreement which they will sign stating such. Secondly, I don't let any of my inexperienced people engrave or personalize said item. I will do it myself. They may watch and learn. Eventually when they have enough experience, they can start doing items like these with supervision. Lastly, DON'T SCREW IT UP! LOL

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Sean Arnold
Basement Woodworks & Accolades Awards and Trophy
Brunswick ME
207.725.8980
------------------------------