Comments on: Daily Wire Tip Nov. 27: Customer Satisfaction

By: dalecgr

dalecgr — Sun, 29 Nov 2009 15:40:58 +0000

For Beth,
I do quite a bit of specialty work using items customers bring me. Fortunately I have not yet had this situation occur, but you did make me think about how I would handle things if it were to happen. I am going to have to reword my ‘custom order’ policy to say something like: ‘if you are not satisfied with the finished item, you will still be responsible for the cost of materials used in its’ production, and your item will be returned to you immediately after paying for such material cost.’ I cannot honestly say that I will charge for my labor, as most often custom pieces require a learning curve that I do not charge for anyhow (as I consider that a type of profit for me). Thanks for making me think this morning!
Dale/Cgr

By: Beth Johnston

Beth Johnston — Sun, 29 Nov 2009 15:29:43 +0000

How do we handle it if the stone was brought in by the customer? Can’t really hold on to their stone for months and often replacing it is not possible because it has some sentimental value. I had this happen and ended up with a lot of scrap gold with no stone.

By: dalecgr

dalecgr — Sat, 28 Nov 2009 13:44:02 +0000

Hi Audrey,
If you have a ’100% Customer Satisfaction’ guarantee with regards to a custom order and your client is not happy with their order, morally I would say that you have to follow your own ‘set’ guarantee which means eating the cost of a specialty piece they are not pleased with, until you actually sell it to someone else. If you are in the habit of taking a lot of expensive custom orders, my advice would be to change your policy.
Dale/Cgr

By: Audrey johnson

Audrey johnson — Fri, 27 Nov 2009 16:29:05 +0000

On your answer to the question how do charge fo labor and supplies and the customer is not satisfied. What if I have a 100% guarantee of my customers satisfaction on a custom order? They are not satisfied and want a refund. Is it right for me to keep payment for my labor and supplies?

By: Debi Woods

Debi Woods — Fri, 27 Nov 2009 15:15:05 +0000

Hello,
I used to do the same way. But one time I was at a week long show and was taking orders and making the items there. I had an order for a necklace set, and when it was finished, the man did not want it.
My tent was full of customers, and when the man walked out, I had 4 people offer to buy the set. I sold that set, and made 6 other sets that day.
I realized that it did not matter if the original people took the jewelry they ordered, I was going to sell it anyway.
So now I will take the order, make it, and if they do not take it, it does not matter. Your items will sell.
Hope this also helps you out.