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I think I beat the topic of product development to the death. So lets moveonto a topic that is more lively: customer service. I don't thinkthere is a time we don't talk about customer service – good or bad.However, have you ever really thought about what customer serviceis all about and how it impacts craft artists who sell at shows?Well, now is the time.

Question #13 What is Customer Service?

How would you define “customer service”? Think about all of yourretail and restaurant experiences. A simple definition might be theattention and activity that is intended to ensure thatcustomers receive the goods and services they desire to satisfy theirneeds or wants in the most effective and efficient manner possible . However is it really that cut and dry? When you see a sales personcommunicate with a customer there is one thing that is clear –customer service is all about language, both body language as well asverbal communication. The way you stand, the tone of your voice,your facial expressions and energy level all plays into itty bittycues that signal to customers what a pleasant place to shop and wantto come back again. Don't forget that customers judge you and yourbusiness based on how you carry yourself when interacting withcustomers, its just human nature.

Although most people think of customer service as what happens during a sale,but really customer service occurs before and after the sale too.From the greeting, to interacting with the customer in identifyingtheir needs, to packaging their purchase and asking if they wouldlike to be on your mailing list before they leave is all apart ofcustomer service. It is essential to recognize that withoutcustomers we have no business. The sooner craft artists realizethis, the easier it is to transition oneself from being an artist whocreates great work to a sales person who can also sell your own worktoo. It is also important to ask yourself if you think you wouldmake a great sales person. Sales people should be bubbly, open,outgoing, helpful, insightful, and enthusiastic. If you don't seeyourself as a sales person, then you will need to hire someone orrecruit friends or family members who exhibit these qualities.

The topic of customer service is a big one, and since this is a “quickcraft artist tips” blog, I intend to devote a great deal of timeto the topic with this blog series. I'll be answering questionssuch as what do customers want, how have Gen X and Y'ers affected theway people shop, why do some customers buy while others don't, doeswhat customer say mean more than one thing, what are some tips ondelivering good customer service, and much more. If you have everwondered why sales are lacking, you can't afford to miss the nextseveral posts as it will shed light on how to improve your customerrelations skills to increase profits. Michelle,www.quickcraftartisttips.blogspot.com

• 69% of the attendees are artists, crafters, wanna-be artists and their spouses and children and friends. The artists are looking at what's being sold, what is relevant, what is new and are looking for ideas for techniques, materials, etc.
• 25% of the attendees are our "accidental" tourists; visiting the area, looking for something to do while on vacation, at a conference, etc. If it is a free event, it's a day out. Sometimes they're just there for the entertainment/music/food and the art festival is the side show.
• 1% are trying to sell the artists something - plexi card holders, advertising, web sites, etc.
  
• 5% of the attendees are actually looking for art.
  
• • most of them have a small budget and won't actually buy anything or will buy a small print or bowl or ornament
    
  • most of them don't have any room for more art
  • many of them will buy jewelry because they don't have any room for more art
    
  • some want to get a deal and want to bargain with you
    
  • and of those left...that actually know about art, want to know where you show your work, want to see your portfolio, discuss your inspiration, etc.
    
  • • only a few of them can make a decision [with their spouse] to buy something at that moment
    • even fewer have the means to do so.

• 100% of them are there to sell their work.

Set-up was easy and relaxed on Friday, one of Richard Sullivan's trademarks for the shows he directs. Saturday we had gorgeous weather and a good crowd, I personally sold well and so did most people around me. Had some good size sales too.

Punta Gorda is a great town, with a very supportive and appreciative community, good restaurants, and a nice downtown historic district. I never seem to have time to stop here except for during this show (4th year) but I love this town.

Sunday we had a great crowd oddly early for a Sunday. Richard had as many of us as possible park right behind our booths early, so when the weather hit, we were in a good position. As it got progressively worse, he and his main man Chappell orchestrated the move-out booth by booth. The fireman and police pitched in, the art center volunteers pitched in, and artists helped their neighbors and friends. I have not heard of any losses of work, although I haven't talked to too many artists either. I got drenched, primarily because I could not empty my booth of the buying patrons quickly enough to get out before the deluge.

Too bad we lost Sunday, but I'm glad we got Saturday which was a very good day. I think this show has the promise to be a good solid show, and an alternative for those who don't always get into Winter Park. Richard is easy-going and treats artists with respect and his criteria for making decisions is "is it good for the artists?"

This was my 3rd year at this festival. It is a local show for me. My medium is photography/digital art.

The show was run very well by an art association. Close parking, easy setup, indoor bathrooms. Very friendly, accommodating staff. The show is kept small, so that everybody has a chance to sell. For the most part this is a middle-income conservative crowd.

The show only had one judge, which I dislike, but he spent time in every booth and actually read artist statements. He was very stoic during judging, so you had no idea if he liked your work or not. The best of show winner, Jeff Eckert, was totally floored when he found he won. Could not have happened to a better person.

Weather was great on Saturday, with record crowds, but few packages in hand. When I did see bags, they were usually small bags. Mostly low-ticket items sold. The person beside me had people lined up all day buying his $5 hand-carved acrylic key chains and other small items, which he personalized on the spot for free. His larger, higher-priced pieces did not sell as well. The painter beside me sold several originals, which he was selling at prices that photographers sell their work. People could not pass up large original paintings of seascapes and such for $300. Another painter did sell a large expensive piece. Most of us just hoped to make expenses.

Sunday’s weather killed the rest of the show for most of us. The rain spit of and on in the morning and poured by the afternoon. The few people who were there were mostly carrying packages. Two photographers actually had a better Sunday. Their “be backs” were back and bought from the wall. I will be doing another local show this coming weekend, so people that might have been back might be back this weekend in Lake Wales, but I will not hold my breath. Rain is in the forecast again.

I ended up making what I did last year with an essentially one-day show due to the weather. My expenses were easily covered, but I live about 40 minutes from Winter Haven. My photography is abstract, so it is a harder sell than traditional photography. I believe representational work does work better here. The two photographers that I know of that did very well were excellent wildlife and landscape photographers.

It is a nice show, but I would not drive a long distance for it. If you live within a 2-3 hours it would be pleasant inexpensive one to do.

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• This event pulls from a wide region and includes an effective advertising and marketing plan that encircles Nappanee from Chicago to Detroit to Toledo and Indianapolis - expect visitors from a large geographic area who call this their favorite show

• The readers of Sunshine Artist have selected Amish Acres as one of the 200 Best for the 10th year running, further ranking it the 7th Best Classic & Contemporary Craft Show in the Country

• The American Bus Association chose Amish Acres Festival as one of its Top 100 Events in North America in 2008 for an unprecedented third time (2005, 2006 & 2008)

• Partnership with a national pharmacy chain in our and surrounding 5 state region for Art Festival promotion

• free accessible parking

• electricity

• no jury fee

• exhibitor discounts on hotels, theatre tickets, food and drink

• $10,000 in cash awards

• 60,000+ is the expected attendance based on previous years

Friday morning thousands of people filled the park and streets of Winter Park to view the Winter Park Sidewalk Art Festival. It was well covered by the local media. Here is an article from the Orlando Sentinel, a good overview that includes many photos to really give you the flavor of the event and an idea of the work exhibited: Winter Park Draws Large Crowds


We are looking forward to reports on this past weekend's top show. Here are a few more images:

Fine quilting by Ginger O'Neil from St. Louis, MO

Pastels by Beth Crowder

Glass by Earl James from Cleveland, Ohio. These pieces have Earl's "signature" look all over them, but I didn't recognize the orange piece as one of his and missed attributing this work to Earl earlier.

Here is another article I found in the NewsChief.com (?) about the show in Central Park, but I think this was in Winter Haven -- the works looks wonderful. What is this? another nice-looking show right near Winter Park on the same weekend? Can anyone fill me in on this?

All photos from the Orlando Sentinel