Customers that make you grit your teeth!

A client who previously had a wholesale account a few years ago (she was demanding but I could deal with it) re-established contact a couple of years ago, ostensibly to make a purchase with her old discount. I politely advised that as it had been a number of years there was a minimum purchase amount before she could qualify for a wholesale account again. I then found out she no longer had the business and didn't hear from her for a few months.

In the meantime I found out she had married "well" (2nd marriage) and had a rather good life - lots of parties, travel etc., she didn't work ... and so on.

She eventually contacted me again and asked for a custom order. She's a few hours drive away so all contact for this was done by email. She gave me colours to work with and I came back with a design. She emailed that she loved it. But then she thought about it more and emailed me again with "suggestions". I put together sketches and materials and she changed the design over and over and over again. After about a week I thought we had it nailed. BUT she changed her mind and went back completely to my initial design. OK. done, finished. She was thrilled with it and still is.

She has done this four times in the last couple of years.

I heard from her again a couple of months ago. She wants something just like she saw in a movie. I research it, it was a buy/sell item from 20+ years ago. I offer some suggestions and she eventually comes back with a 'great idea'. I actually like the sound of it and execute it in my way, send her a photo of it telling her that I love it. She loves it too and asks for some slight adjustments. I do these, take photos and send these off within 24 hours of her happy response, thinking "finally, she's taken my advice first time!" I got home tonight though and she now thinks that its not quite right, she'd like these two options, she can "see" them in her head and thinks they'd look wonderful. What did I think?

What do I think?? I think the first design that is now already executed is pretty good and a great interpretation of what you wanted - and I know your taste after catering to its every bloody whim over the last couple of years! (Excuse my slight swearing here - it's the Australian in me coming out!)

OK, I'd just been all over the countryside this afternoon and took minutes at the school's P&C meeting that went for 2 hours and hadn't eaten.

But instead I took a deep breath and responded to the tune of " I really like the piece as it is, so will be keeping it for stock as I am sure someone will love it. I can certainly do those options for you however I would have to order in additional materials, the price of which are at a worldwide high. As such the price for such a design will increase substantially. Also, exact measurements are required as these materials are being specially ordered. Let me know how you want to proceed".

Hmmm. Wonder if I'll hear back or not.

Do I care? SHOULD I care? I love doing custom work, but I'm starting to really grit my teeth when I hear from her. Maybe part of it is that I'm feeling more like a lackey than someone who creates items of value and high quality.

So, any advice?

Do you have a customer that makes YOU grit your teeth? How do you deal with him/her?

1st consult is free, after that, any "consult" ( see e-mail/phone,etc) is charged in 15 minute increments of hourly consult fee. If it is a custom order, I write up a description of what the client request with a "guestimate" of labor only. If there are special order materials necessary, the cost for those is added on. I get a 50% non-refundable deposit. As metal prices are fluctuating, this is also stated- and this write up becomes the "contract" for this custom order. FINALIZED and signed by both parties. If they decide to change something after the piece is finalized or finished, they start with a new contract and new deposit. You keep the first piece for your inventory- it is your work. This eliminates all the hassles you just dealt with. Once they sign the finalized version of the contract, they tend NOT to be so darned indecisive. I usually have two consults face to face for special requests. The initial, where we discuss the design and then about a week later, the Finalizing one. That gives them about a week to do the "what abut this idea" or "instead of those colors", and every call or e-mail adds 15 minutes to the final labor price. You are a business woman, your time is valuable, and she needs to understand that.

Replies

Leslie Christopher Bookout June 22, 2011 at 8:37pm

I have strict rules for commissions... 1/3 down, before I even start. 1/3 for the first, and only preview for revisions, and the final 1/3 at delivery.
- Annette Piper > Leslie Christopher Bookout June 23, 2011 at 1:13am
  
  You're such sensible people, but I'm wiser now!
  - MIchelle Monet > Annette Piper June 23, 2011 at 6:21pm
    
    I normally get 1/2 down. No one has ever complained about that. 1/2 when piece is completed.
    
    I must say I prefer notdoing too many customs anymore. I like making what I want and not doing what 'they' want.:) Maybe in my older age I just wanna do what I wanna doooo! I normally feel more stress trying to please a customer than just pleasing myself.
    
    Just my 2 cents..
    - Annette Piper > MIchelle Monet June 23, 2011 at 9:46pm
      
      I've been getting more like that too. I'm pleased people come to me wanting something but a part of me goes "why can't I just do what I want to do!" (I sound petulant, but there you go!)
Annette Piper June 21, 2011 at 6:31pm

Oh my, I just heard back and she is really ticked off. She's now saying to quote

"The concept was my idea and I wanted my idea to be unique for me only.".

Interesting considering she wanted something that was a copy of what was in a movie... that was a buy/sell item from the 80s and I put my specific bent on it which changed it to something only similar from a distance!

I've offered to make her a new piece but she has to be completely sure of what she wants. I actually would prefer her to go away but am concerned at the level of damage that a "lady who lunches" could do if she's feeling in a nasty mood!
- Karole Bowlds > Annette Piper June 24, 2011 at 11:21am
  
  1st consult is free, after that, any "consult" ( see e-mail/phone,etc) is charged in 15 minute increments of hourly consult fee. If it is a custom order, I write up a description of what the client request with a "guestimate" of labor only. If there are special order materials necessary, the cost for those is added on. I get a 50% non-refundable deposit. As metal prices are fluctuating, this is also stated- and this write up becomes the "contract" for this custom order. FINALIZED and signed by both parties. If they decide to change something after the piece is finalized or finished, they start with a new contract and new deposit. You keep the first piece for your inventory- it is your work. This eliminates all the hassles you just dealt with. Once they sign the finalized version of the contract, they tend NOT to be so darned indecisive. I usually have two consults face to face for special requests. The initial, where we discuss the design and then about a week later, the Finalizing one. That gives them about a week to do the "what abut this idea" or "instead of those colors", and every call or e-mail adds 15 minutes to the final labor price. You are a business woman, your time is valuable, and she needs to understand that.
  - Annette Piper > Karole Bowlds June 24, 2011 at 8:34pm
    
    Unfortunately Karole my custom work seems to be about 50% long distance. This customer lives a few hours drive away and we've only ever dealt by email and photos apart from initially meeting her at a show. However I could still do something like you do, by email -asking her to respond and agree to the conditions. I understand it makes it harder than face to face, but that's no reason for me having to wear the costs in time and materials. I've also added in some conditions, taken from all these wonderful suggestions to my site under custom work, to help me avoid such problems in the future.
    
    As a nice aside I had a good customer come and visit my studio - she saw the piece in question that I had just finished off properly and fell in love with it instantly and bought it on the spot :)
    - Ruth Finkenbiner > Annette Piper June 24, 2011 at 8:40pm
      
      Yeah!! What a great ending to a frustrating experience!
      - Annette Piper > Ruth Finkenbiner June 24, 2011 at 9:01pm
        
        You're telling me Ruth! It reinforced that I know what works and what doesn't and right when I needed it!
- steve appel > Annette Piper June 21, 2011 at 8:13pm
  
  I had another thought, you situation sounds similar to when i was in grad school in detroit. One of my fellow students was asked to design a set for a play. She designed one and the director kept changing the design. Finally when he was done with his changes the play's set looked exactly what was on broadway. Well the young lady dropped out of grad school and went somewhere else. If it were me I would say it was nice doing business with you and good-bye. I am willing to bet she will not affect your future business one bit. good luck

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