Laurie Kneppel on sat 13 jan 07
Hi All!
I haven't posted much lately. I went on digest last year after NCECA
and just haven't posted. even though I read Clayart every day!
But today I was at a sale. It was a good sale, but I did have one
"incident" that I am not sure I handled right and wondered what other
vendors would do.
A customer made several purchases and I wrapped and packed everything
into a standard paper grocery bag. One of the types that has handles.
I had run out of plastic bags, so I was using the paper ones. It was
a better than expected sale day and I hadn't packed enough plastic
ones. Anyway, as I handed it to her I said what I told everyone who
got a paper bag - "Hold it from the bottom." She came back about 15
minutes later and told me that the handles had broken and the bag hit
the blacktop out in the parking lot and shattered everything in it.
She felt that she ought to get a refund because I "had used inferior
packing". Either that or could I give her two lovely blue vases that
were on the table as replacements. Or give them to her for half price.
Now this was our group's seconds sale and I was determined to sell
everything so my prices were not just low, they were crazy low, and I
really didn't want to discount things any more than they already
were. I asked her why she didn't hold it from the bottom and she told
me that she had another bag in her other hand and so she was using
the handles. And they broke. Well, not wanting to alienate someone
who had purchased quite a lot of pots I did knock a couple dollars
off one of the vases and there was another vase that I was ready to
give away that she wanted so I gave her that one for nothing. Then
she added another vase for the full marked (discounted) price. She
wrote a check for those purchases. Had paid cash earlier. She seemed
satisfied in the end, but I wonder if I could have handled it better
somehow. I am tempted to send her a note, since i have her address
off her check, and offer some sort of discount on any purchases she
might make at my summer shows. I felt bad that the pots had been
broken out by the car, but at the same time I kept thinking of the
old "you break it, you bought it", although in this case it was you
bought it and then broke it because you were trying to make just one
trip to the car. I didn't really like using the paper grocery bag,
but I thought I had made it perfectly clear that the handles were not
to be trusted. Later i thought I maybe should have ripped the handles
off so people would not be tempted, but of course I thought of that
AFTER the incident. Anyway, I was very diplomatic throughout.
This actually the third time in about 10 years that this has
happened. The first time the customer didn't want a refund, because
they had dropped their purchase. But the last time was at a fancy
schmancy fundraiser event and a customer had purchased a $15 vase and
dropped it an hour later and came back asking for a refund. I guess
they feel that if it doesn't make it into their car, I am somehow
responsible for refunding their money? I think what puzzles me is
that they seem to expect me to do that, but would they expect that
from something bought in a shop?
Any thoughts? Similar experiences? What did you do?
Thanks,
Laurie in Sacramento
Logan Johnson on sun 14 jan 07
Hi Laurie,
You're probably going to get a lot of responses about what you should have done but that's in the past, over with & you can't change what happend. So, I'm going to suggest that you not only forget the past but do a couple of things in the future if you use the paper bags again.
FIRST : DON'T be afraid to use up the paper bags all you have to do is look people in the eye & DON'T break or let them break eye contact while you tell the customer slowly so there is NO confusion " DO NOT USE THE HANDLES!!!!! " "Hold the bag by the bottom" & why. Then tell each customer "if they do use the handles & something breaks the customer is NOT entitled to a refund." I would also place signs of all sizes all aroung the booth saying the customer is responsable for all pottery after it leaves your booth/area.
When I do street fairs or anything like that I have several signs I put up on the booth, on the tables: I Break I cry, YOU break you buy! It's less confrontational & people often chuckle but do get the message. You aren't some big faceless mega company that can "just eat the loss". Don't let people treat you like one. Teach people respect for the artist & the artist's work & words. If we don't who will?
Just my $.02 worth,
Logan
Laurie Kneppel wrote:
>>I think what puzzles me is
that they seem to expect me to do that, but would they expect that
from something bought in a shop?
Any thoughts? Similar experiences? What did you do?"
Thanks,
Laurie in Sacramento
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Laurie Kneppel on mon 15 jan 07
Thank you all so much who shared their stories/ideas on this subject.
I suppose the bottom line is that how you handle it depends on the
situation and how the customer approaches you about it. In my non-
pottery job I work in retail so I totally understand the "customer is
always right" thing. Of course you have to balance that with your
sense of what's right. I think I probably did the right thing in my
situation, and the customer buying another piece unrelated to the
ones she was trying to bargain for was a sign that I probably made
the right decision for that day anyway.
And Phil, feel free to keep on rambling. It's always fun to read your
take on things.
As for the Bison tools I purchased at NCECA last year, Wayne knew
just exactly which of those tools that I was contemplating purchasing
that I would use the most! The little triangle shaped one.
Wish I was going to NCECA this year, or Extrudiganza, or any
workshop, so I will just have to content myself with reading posts
about them for now. Hope to make it to NCECA New Orleans in 2008!
I think I will make a big sign for my next sale about breakage as
several have suggested.
Laurie in Sacramento
Peter Cunicelli on mon 15 jan 07
I understand what you're saying. I'm willing to work with her to a
degree. From what i understand, she's a difficult person. She's not
easily satisfied. So, this isn't a surprise. But, she did come in to my
studio and start placing work on the table that she bought. So, if she
were to call me, I'm more likely to give her a new mug.
The sign is a good suggestion. In this litigious society we have to cover
all bases.
Peter
(www.petercunicelli.com)
Lee Love on tue 16 jan 07
On 1/16/07, Peter Cunicelli wrote:
> That mug was not broken when I sold it to her.
Could it have broken after first hot use?
--
Lee in Mashiko, Japan
Minneapolis, Minnesota USA
http://potters.blogspot.com/
"Let the beauty we love be what we do." - Rumi
"When we all do better. We ALL do better." -Paul Wellstone
Gayle Bair on tue 16 jan 07
Laurie,
I have had 3 breakage incidents in about 6 years.
Several people dropped the pieces. One said it broke
after flying home.
I think you handled it well.
Customarily I take responsibility for the breakage....I consider it good PR.
Now if they were pricey pieces I would offer a discount on a replacement
purchase.
The bigger issue I see here is whether you were using recycled grocery bags?
I stopped doing that after seeing another artist using nice packing
materials. I felt what I was doing looked unprofessional and decided I
needed to upgrade.
I get packing paper or end rolls of newsprint, use generous amounts to
ensure
no breakage occurs & offer bubble wrap for travelers. I also buy different
sizes of sturdy, attractive bags.
When I pack items I ask if it's a gift to be sure to remove the price tags
then add a few pieces of attractive tissue paper. When I hand it to the
customer I tell them they don't have to go to the bother to gift wrap it.
People really like that extra touch.
I use a online company called Bags and Bows... I spend about $100 each year
on bags and paper. I'm sure there are probably better deals locally &
online.
I think it looks more professional. I couldn't see selling a $100 piece then
wrapping it in newspapers and recycled bags. Maybe that works for some
areas/people but not for me.
BTW even my small inexpensive production & seconds pieces get the same
treatment.
Gayle Bair
Bainbridge Island, WA
Tucson, AZ
www.claybair.com
-----Original Message-----
From: Laurie Kneppel
Hi All!
I haven't posted much lately. I went on digest last year after NCECA
and just haven't posted. even though I read Clayart every day!
But today I was at a sale. It was a good sale, but I did have one
"incident" that I am not sure I handled right and wondered what other
vendors would do.
A customer made several purchases and I wrapped and packed everything
into a standard paper grocery bag. One of the types that has handles.
I had run out of plastic bags, so I was using the paper ones. It was
a better than expected sale day and I hadn't packed enough plastic
ones. Anyway, as I handed it to her I said what I told everyone who
got a paper bag - "Hold it from the bottom." She came back about 15
minutes later and told me that the handles had broken and the bag hit
the blacktop out in the parking lot and shattered everything in it.
She felt that she ought to get a refund because I "had used inferior
packing". Either that or could I give her two lovely blue vases that
were on the table as replacements. Or give them to her for half price.
snip>
Kathi LeSueur on wed 17 jan 07
Peter Cunicelli wrote:
>Hi Laurie,
>
>This is so timely for me. We've had a parallel experience.
>
>A woman, who is a customer of my brothers' store, came to me and bought
>quite a few pieces.......
>I packed all the pieces tightly, but carefully. I gave them to her in a
>box with a lot of bubble wrap. I jiggled the box to ensure they were in
>there tightly. No problem....
>
>Last week she went to my brothers' store and dropped off a $22 mug that she
>said leaks..... It was right down one of the
>sides. That mug was not broken when I sold it to her.......
>
>I don't want to lose a customer, but I'm also not going to compromise
>myself.
>
>That's my $0.02.
>
>
>
>
I never question a customer who says a piece of mine broke in use or on
the way home. If they say it broke in use I replace it. If they say it
broke on the way home I offer to sell them a replacement at a reduced
price. I generally find that people are honest and careful. They feel
terrible when they break a piece on the way home. I feel terrible that
they broke it. So, either they can be out the purchase price or I can be
out the purchase price. Or...... we can compromise. Both of us can loose
a little. When the customer calls I would tell her how sorry I was that
the piece broke in transit (never placing blame on myself or her, it
just happens) and then I would offer to sell her a replacement at half
price. I'd still be getting my wholesale price. When I've done this the
customer has always gone away happy and continued to buy from me.
I currently am making a large bowl to replace one that a customer bought
and shipped to California. No way was it my fault. But that bowl cost my
customer $150 and he really feels bad. I'm replacing it for $100 and
shipping it for him. He's really pleased and I know that he'll continue
to buy from me and bring his friends to me also.
It's not compromising myself, it's servicing a someone who has the
potential to become a really good customer.
Kathi
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