Needing advise on how to handle a situation in customer relations.

Give her a deadline. Let her know you have another prospective buyer and you cannot risk getting stuck with no buyers. Also, get a phone number.

I would strongly consider not doing such communication online. I’d do these things by phone and leave the Internet for marketing stuff.

-- jay, www.allaboutastro.com

Sell it Randy. In this business the person with the money wins. It sounds to me like she wanted the box but doesn’t have the money to pay for it. If she does decide she wants it, tell her you need 50% up front to cover materials…..

-- My mind is like lighting, one brilliant flash, then its gone.....

Give her a deadline and in the future make sure you get a deposit before you build.

-- Mother Nature created it, I just assemble it. - It's not ability that we often lack, but the patience to use our ability

Well, it seems to me that she really does want it, but perhaps she just can’t afford the payment now. I think you need to get in contact with her (maybe on the phone) and talk to her and see what she really wants to do. Perhaps she will make a partial payment to hold the box until she can pay for it in full. Maybe she wrote out the excitement of seeing it and over-extended herself and doesn’t quite know how to tell you. In any case, you need to communicate with her.

If you have others who want it, I would (very nicely) explain that to her. That way it would either let her off the hook if she over-extended or cause her to firm up with you.

It probably isn’t anything personal. She probably loved it and wanted it but didn’t think everything through. In my dealings with people for many years, I learned that you can never assume what the other is thinking or going through. By being professional and reasonable, you can’t go wrong. If she doesn’t have the money now, perhaps you can offer to do one later on when she is ready. Only next time take a down payment before you work on one.

While down payments are tricky to ask for from ‘friends’ it not only puts you in a “professional” category, but also insures that both parties are on the same page and protects you from misunderstandings. It is a good practice to follow.

Good luck in the outcome. My advice is to talk to her first. Then do what you need to do. Either way – being up front with her is the best way. :)

Sheila

-- Contributing Editor, Creative Woodworks and Crafts, Sheila Landry Designs http://www.sheilalandrydesigns.com "Knowledge is Power"

I would let her know that there are other buyers interested and give her a deadline. I also think that if you’re doing this as a “business” you should tell prospective customers that you need a deposit up front, just so you don’t have to go through this BS very often. There are a lot of people out there that will tell you they want something right up until its ready. Then they have other priorities.

-- Dave, Colonie, NY

Thanks I was kind of inclined to selling and they just making another with monies up front I’ll make a note for future sells to get partial monies up front before the build.

In regards to being able to afford it, my asking price was reasonable I thought at $60.00 I gave her this information before as well and she agreed.

-- Randy - If I'm not on LJ's then I'm making Saw Dust. Please feel free to visit my store location at http://www.facebook.com/randy.blackstock.custom.wood.designs

i’d sell it.cause you gave her a month and no money.
i’ve had a lot of people want me to build stuff but when i ask for half down since most is custom i never hear from them again.

-- It don't have to be straight,it's just a suggestion!!!

Blackie,
Send a reply and give her a deadline. That would be fair.
But…..
Deadlines should be set up front. And I would also request a down payment of at least 20%. This rule should include everyone you do business with. It’s good business practice, it keeps you from playing the guessing game and allows you to get on with your work
I’ve learned my lesson a long time ago!
I sense you have a heart of gold but business is business!

Tony

-- Tony C , My high school shop teacher said "You can do it"... Now I can't stop!

The folks above already said it but it bears repetition: ask for a deposit and give a deadline. That’s what I do when asked for custom stuff. Unless it’s cake and for the family ;)

-- Thomas - There is no such thing as a problem, there only are solutions.

This is great help, thanks for all the comments, all worth it’s weight in gold and makes perfect sense, I’m so glad I asked this question and will start practicing deadlines and monies up front on future sells.

-- Randy - If I'm not on LJ's then I'm making Saw Dust. Please feel free to visit my store location at http://www.facebook.com/randy.blackstock.custom.wood.designs

I always get a deposit of 50% and the balance upon completion. People who are seriously interested will send the deposit and the others who are not will become obvious… I cannot imagine anyone needing to stretch out payments for a $60 item…and think she might have been just complimenting and not really being serious about buying.

-- Every step of any project should be considered your masterpiece if you want the finished product to reflect the quality of your work. http://www.FineArtBoxes.com

You are in a lucky position in as much as you can sell this piece to someone else who can pay for it now. Good job it’s its not a custom desk or something like that.
If you are making custom jobs then I certainly don’t think it’s unreasonable to ask for a deposit before commencing work – at least enough to cover materials, but as these boxes are in demand, I would just sell it. If the original buyer comes back to you looking for the box, make another one

-- Do or do not, there is no try

I use facebook to sell my boxes all the time and get lots of commissions from there. I always get a 50% deposit on custom orders. That covers my materials if someone decides they don’t want it. I also get payment in full plus shipping before I go to the post office. If I get a check, I make sure it clears my bank before I ship. Remember, facebook gives a false since of “knowing” someone. I like to think most people are honest, but in business it’s better to be safe than sorry. I am the same way with my angelfish. That’s why I am so careful to protect the integrity of my name.

I know this doesn’t really help on this one, but hopefully it will help avoid it in the future.

Last thought. I did have one commissioned piece that I had trouble getting the final payment for. After the box sat around my house for a month or so, I kindly told my client that they had one week to have it paid in full, including shipping or I would sell to another interested customer. I received payment that day. They had a substantial down payment.

Hope this helps a little.

-- JoeyG ~~~ http://www.facebook.com/JHGWoodWorks

Could it be when someone says ”I want one” they are really saying they want one but don’t want to buy one?

This could be true but not knowing what people are thinking brings to mind, we should get a down payment and have a deadline for the rest of the $.

-- Tony C , My high school shop teacher said "You can do it"... Now I can't stop!

Randy,

You did a post on why do artists ask for so much. when you see it differently? I believe you are underselling yourself? Time , materials (what is the cost of purchasing spalted woods) and overhead are factors. Now there is customer relations. Be nice but don’t be easy? Sell yourself and the box. Expect more and let them negotiate? If the box is done, full payment. If needs to be built, half up front. All details of the customer should be kept for future reference. Consider paypal as well?

I have people who see me on their insurance, and do not know what it covers. I too have to be more business and less easy? Otherwise my time is worth nothing and as my wife says “It’s not a hobby!” LOL! I am looking into credit card payments.

Good luck Mr. Businessman. There are some good books on Amazon re: Marketing a woodworking business.

-- Cau Haus Designs, Thomas J. Tieffenbacher