Wondering how to deal with an unhappy customer?
Today I was looking at some gorgeous photos on a textile group of artists on Facebook.
A question had been raised by one of the Members:
I create hand-made textile jewellery and a new customer requested a specific color
When she saw it, she didn’t want it, so she didn’t want to pay — but did order a second item and I asked for 50% down.
As this was being done over the phone, she texted “Ridiculous”. I explained shops don’t allow you to take merchandise home without paying.
I have now explained nicely that I’m sure there’s another artisan who can provide exactly what she’s looking for, and that I won’t be fulfilling the order.
Do I refund her money?
Help
This can be a very tricky situation, and I’ve had things like this happen to me many years ago when I first started selling my hand-painted silk wearable art (scarves, tops, coats etc).
Before I make any suggestions, I’d like you to think about ONE thing.
Social Media online can make or break a business.
A bad review can spread like wildfire around the world.
A good review can spread like wildfire around the world, and bring new customers.
So – would you like to wake up to a ton of nasty comments on your Facebook page or website?
If you’re like me, you’ll be saying, “No thanks!”
Therefore it’s VERY important to be careful in taking the next step, so as not to antagonise anyone.
What’s my suggestion?
Be VERY CLEAR about your negotiation with a potential customer, and clearly STATE your expectations.
I always charge up front, and I specify the range of colours I work with.
- I like to help potential customers understand my work, so I explain the processes, send them a link to read more on my site, and also send them a PDF to help them understand what goes into making a piece of my art.
- Years ago I had issues like the ones described, and vowed to not work with people who didn’t appreciate the work of an artisan.
- I quickly realised that my job is to educate my potential customers, which is something I’ve been doing ever since
- It’s all about education – explain the NO REFUNDS policy, also have it in writing on my website, and email as a PDF with each sale.
PS – I never, ever try to recreate a colour someone wants.
I lived through way too many uncomfortable “not quite the right colour” conversations to put me off for life!
It’s also important to NOT make an enemy of an unhappy customer.
If this was happening to me, I would :
- (a) refund and
- (b) send a beautiful art card in the post (not an email), stating it was a shame the artwork wasn’t to her liking, but I was sure the customer would be able to find a different beautiful piece of artwork to buy with the refund money, and
- (c) wish them all the very best.
I’d MUCH rather have an ex-client who was touched by my thoughtful card, than an angry ex-customer who felt extremely annoyed.
In each case, the unhappy customer will tell ten friends, and those 10 friends will each tell 10 friends about the experience. I know which word-of-mouth experience I’d like to hear had been about MY kind gesture.
I do hope my sharing my process helps you decide what to do and how to approach this type of sticky situation.
Have you had any experiences like this? Please feel free to share — we all learn from others’ experiences — but please know that your comment can be anonymous so no-one knows who you are.
Have a gorgeous day, hugs all round xox
Teena Hughes
