Hello, shiny happy people. Today I want to bring some delicate matters out in the open. I am sure speaking about them will clear some doubts, so the issues on the 'uncomfortable' list are:
negotiation, return/exchange policies and compromise.
I won't tell you what to do and how to do it of course, but I can share my experience and help finding the best practice.
Negotiation. I'm sure you've met a customer that wanted to negotiate the price of your creations, or simply requested a discount, at least once ever since you've become a handmade artist. As your wares are not brought to life on an assembly line + you don't have a mass production, you find it difficult to lower your
underpriced standards and values. But how do you deal with the situation?
Consider the following accounts, when weighing the proposal:
- you buy raw materials from your suppliers at the same costs, so you can't make a discount without cutting down on something like quality, for example;
- your monthly production costs are the same (including all bills + taxes);
- the time + energy + amount of work for an item stays the same from acquisitions to packaging + everything is proportionally increased even if you make 2 or 30 pieces of the same objects;
- you are actually creating what you are selling, not just distributing them;
- the price won't dissolve into the millions of items you are selling (as you are not a big retailer and don't have world wide production & coverage);
- explain your price if necessary, show what every cent stands for: supplies, design, manufacturing, book keeping, assets, packaging, traveling + other communication means, publicity, costs with online stores & services), profit, your actual 'salary', etc.
- customers who understand and appreciate your work, will respect your policies and prices.
I advise you not to negotiate, but if you really have to, point out to your seasonal + stock sales, or you could throw in a nice offer instead: gift coupons, discount on the next order, discount at the upcoming fair, giveaways, etc.
Exchange & return policies. It's only natural to change our minds. We usually take back to the store lots of products, from food to electronics, whether they have flaws or we simply choose differently. If at the regular store, they easily sell that reindeer sweater to the next customer, or simply write it off, who do you sell fast a returned necklace with the name
Cathy on it, and who is covering your contingent losses?
It's better to avoid these situations, unpleasant both for you and for customers, so remember:
- Have a thoroughly detailed shop policy;
- Take all the precaution measures upfront: note the exact sizes, model, colors, discuss the process, request all the details;
- Your work + brand are the guarantees for quality and good service in the first place;
- Explain the concept of handmade + unique + small business versus chains of stores + billions of items.
If you somehow missed the size, the color, or for any other reason you feel it's right to exchange the product or return the money, do it all in good peace and only after the original item is returned to you intact.
Compromise. We love to create, we love our work. The community is great and positive energy radiates. We would also love to sell lots so we put our personal style out there. How do we get everyone to like it? Well, here are a few words of wisdom:
- You can't make everyone like you, and if you think pink about it, pleasing people shouldn't be your goal;
- Be the first to like your work, believe in it;
- Just because a certain international kitty sells better it doesn't mean you have to put it on earrings too. Don't compromise on your style + spine + vision, leave your unique mark on the world!
How do you resolve delicate situations like these? I would be very excited if you shared your stories and experience too, we may come to a better solution together.
See you soon, and remember to be
badass professionals when required!
