First, I'd like to say how wonderful all my website customers have been. Even How understanding and kind you've all been even when Paypal has confused us with multible orders.
I would love to have your input on a situation that happened with one of my art Festival customers. Heres the story:
This is a returning customer (bought from me before) she buys two pieces of jewelry, nice lady, very kind etc. Somewhere between my booth and her home she looses the purchase. She emails me after the show and asked if she left it behind. No I tell her, try searching your car, purse or other purchases, and so sorry.
I proceed to get a very long letter about how I should send her new pieces at my cost, because....its good business practice, because its her birthday, because she will refuse to advertise for me by wearing it, because she won't tell her beading buddies about my website site.... because she was a good Christian woman...(!!!??**) In other words, mildly berate me for my hestitance.
Now, you all know I go way out of my way to make your purchases worth the effort...I do everything in my power make you happy.....at least I hope you think so.
I give away free things, fix other peoples jewelry for free in my booth, you name it....I try like heck to help people out. But....this time.....It didn't even occur to me she would assume it was my responsiblity....I'd like to see someone try that at a department store! An art festival booth is a store...a moveable store but nether the less a store. Its costs me anywhere from $800 to $1500. in expenses before I make a dime at an art show. Its not a hobby, its how I pay my bills.
I did, however, offer to remake the pieces for free. I'm not happy about it...but its good business practices..................I guess.
What do you think?
+4 replies