Talbott on tue 25 mar 97
Yes... Again... With Summer not far away and still 4 feet of snow beneath
the roof eaves of the kiln shed... Just want to know what your policies
are on the above mentioned items... I don't mind refunding or exchanging
items that are defective due to something that went wrong with the
process... But I don't want to take back items that were broken or damaged
due to the carelessness of a customer..
How about this ..
---------------------------------------------->
Items brought back within 30 days from the date of purchase can be
exchanged or returned for a refund if brought back in the original
condition.... {That way I can use my own judgement as to whether or not
the item was broken by customer's abuse or carelessness..}
On the special orders: 50% down and balance due within 30 days of the
completion of the order... Balance must be paid before item(s) would be
shipped or picked up..
Shipping... Shipping cost equal to 10% of purchase or $5 minimum or actual
shippping and packing cost if item(s) requires special handling....(applies
to items shipped within continental U.S.)
---------------------------------------------->
If you have policies that you like or know of then please let me know....
.....Marshall
1ST ANNUAL CLAYARTERS' GALLERY - NAPLES, MAINE (Summmer 1997)
http://fmc.utm.edu/~dmcbeth/cag/naples.htm
>the above site can be viewed but is still under construction<
below are other web-sites which mention the exhibit:
http://www.cclay.com/events.htm
http://www.missouri.edu/~muck/
{contact me directly for more information}
Celia & Marshall Talbott
Pottery By Celia
Route 114
P.O. Box 4116
Naples, Maine 04055-4116
(207)693-6100 voice and fax
(call first before faxing)
clupus@ime.net
Clayarters Live Chat-Room 10:00 pm Eastern Standard Time on Saturday Nites
SHORT CUT if the room has already been created then go to:
http://webchat9.wbs.net/webchat3.so?Room=PRIVATE_Clayarters
or if room has not been created go to WBS at:
http://webchat5.wbs.net/webchat3.so
and set up a "Private Room"... just use the name: Clayarters
------------------------------------------------------------------------------
Cobalt1994@aol.com on wed 26 mar 97
Hi Marshall,
Your shipping and special orders sound great. I have problems thinking about
returns. Over 20 years of selling pots I consider my policy of _giving the
customers the benefit of the doubt_ in taking returns to be a public
relations expense. I've probably had 3 or 4 returns in that time that were
suspect. One time a person returned a pie plate that had cracked. I knew by
the stamp on the bottom that she had had it at least 6 years! But I gave her
another one. I took her name and do so with others that return things. If
they started making a habit of it I would stop being so nice. I just can't
bring myself to give up the attitude that the customer is ALWAYS right. You
never know when you'll argue with a customer about a return, only to have
them bad mouth your business to everyone they know. I know I've been on the
short end of the stick sometimes, but in the long run, it's just another
business expense that buys good will. It's a hard one. I'm sure customer
habits vary in different parts of the country. Just my 2c.
Marshall wrote:
/How about this ..
/Items brought back within 30 days from the date of purchase /can be
/exchanged or returned for a refund if brought back in the /original
/condition.... {That way I can use my own judgement as to /whether or not
/the item was broken by customer's abuse or carelessness..}
/On the special orders: 50% down and balance due within 30 /days of the
/completion of the order... Balance must be paid before item(s) /would be
/shipped or picked up..
Shipping... Shipping cost equal to 10% of purchase or $5 minimum or actual
shippping and packing cost if item(s) requires special handling....(applies
to items shipped within continental U.S.)
~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~
Jennifer in Vermont
Thistle Hill Pottery
Montpelier, VT
Cobalt1994@AOL.com
~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~
Carol Ratliff.clayart.CLAYART.MAILING LIST on wed 26 mar 97
In a message dated 97-03-25 07:12:24 EST, you write:
<< On the special orders: 50% down and balance due within 30 days of the
completion of the order... Balance must be paid before item(s) would be
shipped or picked up..
>>
I do most of my tiles with custom order work that way - however if a customer
did not like what they came to pick up I would keep the tiles and they don't
owe me. I would always keep the original 50% deposit. Now, I've not had an
unhappy customer so this is all just a plan. The closest I've come is a
woman who never discussed anything with her husband & when she showed him her
ideas he hated it. He never saw my tiles. I had done a few tests for color
and started on a few tiles when she called. I kept the deposit. It paid for
wasting my time.
Shipping is another story. If my work is not quality it doesn't go out so
I'd be relunctant to take any work back. You try & keep the customer happy,
be open to requests for changes ( this is custom work) and plan in advance to
avoid any confusion on design as you don't want those changes to be your
fault, or lack of communication with the customer.
You also work closely with any gallery that's stuck in the middle of it -
Always keep your galleries happy as they are there to sell your work. I
think it's a two way street and they will know I'll do what I can to keep
their customers happy.
just my two cents...
carol ratliff
The Posedel's on thu 27 mar 97
Response to "cobalts" 2c to Marshall....Great attitude. You can never go
wrong with "the customers always right" attitude. In the long run your
business will prosper because of it. Many times it takes courage and alot
of tongue biting to let a customer take advantage of you, (and believe me
it will happen) but in the long run a pot or two is not worth the
frustration a person like this will cause. We have also found in our
business that taking the short end of the stick often pays off with a
satisfied customer who will really promote your business. People power is
an amazing form of advertising and you want those people on your side.
Even the ones who tend to stick it to you. Cheri P.
At 08:40 AM 3/26/97 EST, you wrote:
>----------------------------Original message----------------------------
>Hi Marshall,
>Your shipping and special orders sound great. I have problems thinking about
>returns. Over 20 years of selling pots I consider my policy of _giving the
>customers the benefit of the doubt_ in taking returns to be a public
>relations expense. I've probably had 3 or 4 returns in that time that were
>suspect. One time a person returned a pie plate that had cracked. I knew by
>the stamp on the bottom that she had had it at least 6 years! But I gave her
>another one. I took her name and do so with others that return things. If
>they started making a habit of it I would stop being so nice. I just can't
>bring myself to give up the attitude that the customer is ALWAYS right. You
>never know when you'll argue with a customer about a return, only to have
>them bad mouth your business to everyone they know. I know I've been on the
>short end of the stick sometimes, but in the long run, it's just another
>business expense that buys good will. It's a hard one. I'm sure customer
>habits vary in different parts of the country. Just my 2c.
>
>Marshall wrote:
>/How about this ..
>/Items brought back within 30 days from the date of purchase /can be
>/exchanged or returned for a refund if brought back in the /original
>/condition.... {That way I can use my own judgement as to /whether or not
>/the item was broken by customer's abuse or carelessness..}
>
>/On the special orders: 50% down and balance due within 30 /days of the
>/completion of the order... Balance must be paid before item(s) /would be
>/shipped or picked up..
>
>Shipping... Shipping cost equal to 10% of purchase or $5 minimum or actual
>shippping and packing cost if item(s) requires special handling....(applies
>to items shipped within continental U.S.)
>
>~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~
>Jennifer in Vermont
>Thistle Hill Pottery
>Montpelier, VT
>Cobalt1994@AOL.com
>~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~
>
>
Cheri Posedel
mudpie@cyberhighway.net
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