There was much discussion on how an artist had atrocious behavior, now how about the customer. The last two weeks for me drove me crazy. At Art Beats and Eats I had more people than ever before criticizing my prices, prying for info on how to do work, where to get equipment etc.. Many saying how easy it would be to do, all within earshot. It's one thing to say it, but don't belittle me by letting me hear it. I should have a thicker skin, but after hearing these comments at least 50 times it wears on you. The best one was this weekend at Arts and Apples. Woman comes in, looks at a lamp and asks why does it cost $525. I explained the process of how I carve the stones and so on. She looks at me and says "My husband can do that!". I told her to have her husband make one and and send me a pic and to get out of my tent. I normally just take but I had had all I could takes and I can't takes no more. How do my fellow artists handle these people?
By the way, had a decent show at ABE. Great job Connie and Lisa. Art and Apples was great, been my best,favorite show three years running.
Kevin
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Speaking of asking for discounts, we never got those requests until just recently. During a show last spring my wife got an unusual number of discount requests. Usually her response would be "My wholesale prices start at 48 pieces of one item." Towards the end of the show, one came into the booth, picked up two of our least expensive items and said "If I buy two, do I get a discount?" Diane was tired and replied:" Does McDonalds give you a discount if you buy two hamburgers? My price is my price."
Amen! People never seem to put it into perspective like "McDonalds" or Macy's. My rule of thumb is if they ask for a discount, they don't get one. If I really see people having a hard time deciding over two items, I will mention they may get 10-15% off both and this usually gets them to buy. For me 10% is nothing, but to them... they are getting a deal.
I work part time at a gift boutique that has an antique section. Those who are heavy into antiquing know it is common practice to bargain. I have never had a problem of someone haggling items in the handmade/gift section.
On a funny note, we (at the shop) do get people asking for a discount on 10 of one item (believing they can get a bulk price - those who are making up gift baskets for weddings do this the most). Our answer is only if you buy 500 then we can offer a discount. Then on the other extreme we get people wanting 100 of another item - no one carries 100 of an item - not even Wal-Mart! But how nice would it be to be at a show and someone come up to us and ask - "So, how much for it all?" Wouldn't you give them a bit of a discount??? Now there's an interesting question!!!
Geoff Coe > Michelle SholundSeptember 16, 2009 at 4:35pm
My framer used to be in the art show business and he always said he'd sell anything in his booth that wasn't nailed down, "and even the nails might be for sale." ;-)
There are really two distinctions being made in this thread, at least in my interpretation: "Discounting" (in the retailing sense, which is a price reduction initiated by the merchant) and "haggling" (initiated by the customer).
I offer discounts by way of a postcard that I mail to previous buyers and "preferred prospects" (my term for folks I have some sort of special business relationship with, even if they haven't bought from me previously. They might be a fellow artist, or a professional working in ecology/environment [I sell wildlife photography]).
I may discount inventory in my booth to other folks, but it's nearly always less than the discount I offer the postcard customers.
As for "haggling", I try not to do it, unless (as was mentioned above) I really get the sense that accepting a counteroffer would make a sale I wouldn't otherwise get. (It DOES seem to be more prevalent on the east coast of FL than the west...not sure why that is.)
Final point: My sister, who was a phenomenal retail sales manager and trainer, taught me long ago that the best time to sell an additional item to a customer is after they've already agreed to buy one. So, particularly if I've seen the customer admiring one or more photographs before choosing one to present at the register, I'll always offer a small discount on the item they didn't select. Over half the time, I'd say, they'll purchase it.
This works well for me. Your techniques and philosophies may vary. ;-)
oh lord, yes its frustrating.
but
unfortunately common.
as to the woman and her "husband can do that" while i sympathize, i suggest strongly that you memorize a stock response of "Oh? how fortunate for you! you must have a very lovely collection then." and walk off to deal with real customers.
since the jewelry i make doesnt involve carving stones... a lot of folks *could* make it.. if they invested in the variety of beads, stones, tools, etc that i have.... and they actually DID make anything. i often end up trying to say things like, "isnt jewelry making wonderful? Of course getting the right beads and all is terribly expensive unless you are buying wholesale.. thats how i got into the business"
PS. i have had good luck with the comment "oh? laugh.. i bet its just like my husband.. hes a computer expert, and my webpage is NEVER done.. does your husband make things for everyone else except your house also?"
because he is a computer expert, and my webpage is 8 years out of date... sigh
When asked that kind of question in the past I've pointed out that's what people have been paying for my work but if they can't afford it they're welcome to go to Mt. St. Michel, take the picture, then go back and do it again because the light wasn't quite right the first time, then buy ten thousand bucks worth of equipment to finish it with or pay three hundred fifty to frame just the one piece. Not to mention spending four years in photography school and acquiring all those years of experience.
She then pointed out that it was still just a photograph.
I keep remembering what Schiller said; "Against stupidity even the gods themselves contend in vain"
Nels Johnson > Bill SargentSeptember 16, 2009 at 12:26pm
Ah, the Schiller response,very apt Bill. When asked how I get those colors, I reply,"Well I drinks three shots of Patron and then I go out and shoot. Everything is a heightened response." Works everytime. They usually go out bemused. The main thing is they go out. They were not buying anyways. Good luck at Plaza, hope you kill them. Nels
Joyce Waltz > Nels JohnsonSeptember 16, 2009 at 4:49pm
Love the line! I will have to try it and think of you and try not to giggle!
Connie Mettler > Nels JohnsonSeptember 16, 2009 at 12:56pm
Making light is the best answer--although if it's been a hard day with few sales one can get so discouraged and maybe even angry (!) At one time I was a primary teacher so I made up a display with photos and the steps 1, 2, 3 for making our art. When I was tired of explaining I could always point to the display. But now I'm thinking (again) I should have just tried Nels' answer - the Patron.
I don't know of the shows you're doing, but are you selling the $525 lamps to a $525 crowd or a $50 crowd?
Choosing the show is extremely important. There are two promoters in New England who are excellent promoters. But one does shows where a $525 lamp would collect dust and the other would have multiple exhibitors in that price range and customers considering the purchases. One's space fee is $225 and the other's is $550. They're both excellent promoters. Which one do you think is the high end show? One show is in Manchester, Vermont where the owners of the million dollar ski side condos would attend. Especially in October in Vermont! The fall foliage is our early Christmas present!
Choose your shows carefully. When you get customers saying they can replicate your work, you're in the wrong show. You need shows where the customers appreciate the work, not misunderstand it.
Many years ago there was an exhibitor who had a sign in her booth:
"I know you can make it yourself, but you won't, so buy mine."
This has always been a pet peeve of mine. I get them all. I always answer truthfully and am to the point, saving what I want to say when they are far out of ear shot. Like Paula, I have similar responses...
1. My daughter/husband/sister does that. Response - No way?! That's awesome! Is he/she selling at this show or have their work at a local gallery?
2. I can make that. Response. Well, really anyone could make this, however not everyone has the time - not just in making these pieces but fine tuning my skills with the classes I have taken over the years or the money and resources to devote to making what I do full time and have success with it.
3. It's over priced. Response. If you want something cheaply made, most likely from China, I can see where you might think that. However everything you see before you has been carefully crafted by hand by myself - a rarity in this day and age. I do this because it is important that what I do doesn't become a forgotten art. Not only that, did you know buying directly from artists or even local establishments puts money back into the community - re-fueling our local economies? All of the exhibitors here share in this goal, it is up to customers like you, to make the choice in how they wish to spend their hard earned money. (I love this response as it really puts things into perspective for the customer and it is half guilt trip - just like momma always did - and the other half educating customers about the value of their art. Throw in that much of your raw materials are obtained through local suppliers like reclaimed barn wood if that is the case, and you have a one two punch showing you give back to the community and have a great selling story to boot).
3. Where do you get your supplies? Response. For me this is easy - "I grow them" as I grow many of the flowers and such that go into making my potpourris and other products. Another response could be, I don't make it appoint to memorize all of the places I use for my supplies, that is why I have a computer at home. If I don't need the information while I am at a show, I don't bring it to shows. Generally speaking it is best to say "I have a family friend who supplies me with what I make for they have access to xyz where they live" - it is enough to keep them quiet. I have some craft friends who give out bogus website addresses too - something like www.bsusasupplier.com stating the place is By State USA supplier when really it is B.S. and I am not spelling that out... lol.
4. How do you make it? Response I get this too. I actually tell people about the process - it takes several days for most of my items are ready for sale and when they hear that, they are turned off especially the steps I use to dry the flowers and having large quantities of supplies too. However, I let people know if they are interested there are books, classes and info on the Internet to get the basics. When I do explain the process it turns some people into buyers, but it is enough to weed out the non-serious ones too. There are some people who show photos of the process they use, like in a photo album and then there are others who demonstrate - are these options you could do at events?
No matter how annoying some customers get, their objective probably isn't to get under your skin but to be convinced that buying what you sell is worth while to them. I wrote and had an article published on "what are customers really mean when they say..." If you want a copy of it I can email it to you. The jist of it is all about finding a way to turn a question into a selling point for the customer. Pointing out what makes your work unique to someone who loudly exclaims - "Look, I can't believe this cost that much - $500!!! " and goes on and on. Bring the situation back into control and in your pocket by saying, yes it is $500, but you will not see fine craftmanship like this anywhere - espeically Wal-Mart. From molding it to your unique style, to firing it and getting the right glaze shows true skill something that has taken years of trial and error for me to over come, but as you can see the final result it is not something you see every day especially at shows. As a matter of fact it is my best seller as you can see I don't have many in this color glaze left. Don't be surprised that your marketing skills may convincer her enough to buy two with another one who overheard your spiel also buying one too.
Good luck, Kevin - don't let those silly customers get the best of you!!! Just find some exhibitor friends and talk about those gripes over dinner and drinks. Which reminds me, I haven't read the lastest Tequila Report - I mean, show review.... - Michelle, By the Bay Botanicals (check out my blog... www.quickcraftartisttips.blogspot.com )
Replies
I work part time at a gift boutique that has an antique section. Those who are heavy into antiquing know it is common practice to bargain. I have never had a problem of someone haggling items in the handmade/gift section.
On a funny note, we (at the shop) do get people asking for a discount on 10 of one item (believing they can get a bulk price - those who are making up gift baskets for weddings do this the most). Our answer is only if you buy 500 then we can offer a discount. Then on the other extreme we get people wanting 100 of another item - no one carries 100 of an item - not even Wal-Mart! But how nice would it be to be at a show and someone come up to us and ask - "So, how much for it all?" Wouldn't you give them a bit of a discount??? Now there's an interesting question!!!
There are really two distinctions being made in this thread, at least in my interpretation: "Discounting" (in the retailing sense, which is a price reduction initiated by the merchant) and "haggling" (initiated by the customer).
I offer discounts by way of a postcard that I mail to previous buyers and "preferred prospects" (my term for folks I have some sort of special business relationship with, even if they haven't bought from me previously. They might be a fellow artist, or a professional working in ecology/environment [I sell wildlife photography]).
I may discount inventory in my booth to other folks, but it's nearly always less than the discount I offer the postcard customers.
As for "haggling", I try not to do it, unless (as was mentioned above) I really get the sense that accepting a counteroffer would make a sale I wouldn't otherwise get. (It DOES seem to be more prevalent on the east coast of FL than the west...not sure why that is.)
Final point: My sister, who was a phenomenal retail sales manager and trainer, taught me long ago that the best time to sell an additional item to a customer is after they've already agreed to buy one. So, particularly if I've seen the customer admiring one or more photographs before choosing one to present at the register, I'll always offer a small discount on the item they didn't select. Over half the time, I'd say, they'll purchase it.
This works well for me. Your techniques and philosophies may vary. ;-)
Geoff
but
unfortunately common.
as to the woman and her "husband can do that" while i sympathize, i suggest strongly that you memorize a stock response of "Oh? how fortunate for you! you must have a very lovely collection then." and walk off to deal with real customers.
since the jewelry i make doesnt involve carving stones... a lot of folks *could* make it.. if they invested in the variety of beads, stones, tools, etc that i have.... and they actually DID make anything. i often end up trying to say things like, "isnt jewelry making wonderful? Of course getting the right beads and all is terribly expensive unless you are buying wholesale.. thats how i got into the business"
PS. i have had good luck with the comment "oh? laugh.. i bet its just like my husband.. hes a computer expert, and my webpage is NEVER done.. does your husband make things for everyone else except your house also?"
because he is a computer expert, and my webpage is 8 years out of date... sigh
She then pointed out that it was still just a photograph.
I keep remembering what Schiller said; "Against stupidity even the gods themselves contend in vain"
I don't know of the shows you're doing, but are you selling the $525 lamps to a $525 crowd or a $50 crowd?
Choosing the show is extremely important. There are two promoters in New England who are excellent promoters. But one does shows where a $525 lamp would collect dust and the other would have multiple exhibitors in that price range and customers considering the purchases. One's space fee is $225 and the other's is $550. They're both excellent promoters. Which one do you think is the high end show? One show is in Manchester, Vermont where the owners of the million dollar ski side condos would attend. Especially in October in Vermont! The fall foliage is our early Christmas present!
Choose your shows carefully. When you get customers saying they can replicate your work, you're in the wrong show. You need shows where the customers appreciate the work, not misunderstand it.
Many years ago there was an exhibitor who had a sign in her booth:
"I know you can make it yourself, but you won't, so buy mine."
Chris in VT
1. My daughter/husband/sister does that. Response - No way?! That's awesome! Is he/she selling at this show or have their work at a local gallery?
2. I can make that. Response. Well, really anyone could make this, however not everyone has the time - not just in making these pieces but fine tuning my skills with the classes I have taken over the years or the money and resources to devote to making what I do full time and have success with it.
3. It's over priced. Response. If you want something cheaply made, most likely from China, I can see where you might think that. However everything you see before you has been carefully crafted by hand by myself - a rarity in this day and age. I do this because it is important that what I do doesn't become a forgotten art. Not only that, did you know buying directly from artists or even local establishments puts money back into the community - re-fueling our local economies? All of the exhibitors here share in this goal, it is up to customers like you, to make the choice in how they wish to spend their hard earned money. (I love this response as it really puts things into perspective for the customer and it is half guilt trip - just like momma always did - and the other half educating customers about the value of their art. Throw in that much of your raw materials are obtained through local suppliers like reclaimed barn wood if that is the case, and you have a one two punch showing you give back to the community and have a great selling story to boot).
3. Where do you get your supplies? Response. For me this is easy - "I grow them" as I grow many of the flowers and such that go into making my potpourris and other products. Another response could be, I don't make it appoint to memorize all of the places I use for my supplies, that is why I have a computer at home. If I don't need the information while I am at a show, I don't bring it to shows. Generally speaking it is best to say "I have a family friend who supplies me with what I make for they have access to xyz where they live" - it is enough to keep them quiet. I have some craft friends who give out bogus website addresses too - something like www.bsusasupplier.com stating the place is By State USA supplier when really it is B.S. and I am not spelling that out... lol.
4. How do you make it? Response I get this too. I actually tell people about the process - it takes several days for most of my items are ready for sale and when they hear that, they are turned off especially the steps I use to dry the flowers and having large quantities of supplies too. However, I let people know if they are interested there are books, classes and info on the Internet to get the basics. When I do explain the process it turns some people into buyers, but it is enough to weed out the non-serious ones too. There are some people who show photos of the process they use, like in a photo album and then there are others who demonstrate - are these options you could do at events?
No matter how annoying some customers get, their objective probably isn't to get under your skin but to be convinced that buying what you sell is worth while to them. I wrote and had an article published on "what are customers really mean when they say..." If you want a copy of it I can email it to you. The jist of it is all about finding a way to turn a question into a selling point for the customer. Pointing out what makes your work unique to someone who loudly exclaims - "Look, I can't believe this cost that much - $500!!! " and goes on and on. Bring the situation back into control and in your pocket by saying, yes it is $500, but you will not see fine craftmanship like this anywhere - espeically Wal-Mart. From molding it to your unique style, to firing it and getting the right glaze shows true skill something that has taken years of trial and error for me to over come, but as you can see the final result it is not something you see every day especially at shows. As a matter of fact it is my best seller as you can see I don't have many in this color glaze left. Don't be surprised that your marketing skills may convincer her enough to buy two with another one who overheard your spiel also buying one too.
Good luck, Kevin - don't let those silly customers get the best of you!!! Just find some exhibitor friends and talk about those gripes over dinner and drinks. Which reminds me, I haven't read the lastest Tequila Report - I mean, show review.... - Michelle, By the Bay Botanicals (check out my blog... www.quickcraftartisttips.blogspot.com )
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