Daily Wire Jewelry Making Tip

Question:

If taking an order for a custom piece, when finished, it isn’t what the client wanted, how do you charge for your labor and supplies, other than saying upfront it isn’t refundable.  I try to guarantee client satisfaction and this can become an issue.

Answer:

I agree that this is a difficult situation, however if you are ‘up-front’ and firm about your ‘custom order’ policies, your client should appreciate your honesty. One sure way to state your custom order policy is to either print it on the reverse of a few business cards that you hold back just for this type of order, or on a separate card with your contact info that you can give to a client. My personal policy is to take full payment, which guarantees my customer that I will pay for any necessary shipping and insurance, and that I cannot refund their money if they don’t like what they have agreed to, until I actually sell the piece they had me create just for them.

The best way I can respond to your question is based upon my experience. This is how I personally take a custom order (which is also what I teach my personal students). Use a triplicate order pad. Have the customer fill in their personal info, including shipping/mailing address, phone numbers and if available their email. I then write out exactly what the customer would like (based on our conversation) including what metal(s), their stone or mine, their preferred style (if possible, the name of a piece I may already have that they like, which I also take a picture of with my cell phone in case it sells) what embellishments they prefer if any, and a quick sketch. I then go over their order in detail again, jot the approximate delivery date on the form, and when they are satisfied I have them sign the order slip. I add my contact info to the bottom and give them the top/original order slip as well as my card. When their order is finished, I include the second slip with their order when I either deliver it by hand or ship it to them. (If shipping the item, I also call or email this customer to let them know their order is on the way, with the tracking numbers.)

And before you ask, yes I have had a customer who was not happy with her order and I did send her a refund check when I sold the item about seven months later, along with a thank-you for her interest in my work. She has since become a regularly returning client.

Answer contributed by Dale “Cougar” Armstrong

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Daily Wire Jewelry Making Tip

Question:

I love doing custom/commission work. I usually talk with the customer to get an idea as to what they want, have them pick a piece of jewelry from my work that is “kind of” what they want. That has always worked, until recently. “Mr. Joe” wanted a “tree” made in silver on a rock (round, smooth, black basalt). I created it. He didn’t like it and described what he wanted changed. When all was said and done I had created 6 different necklaces before he had one he liked.  I charged him my original quote plus shipping, as had been agreed to. THEN, the necklace didn’t show up at his house for four weeks and he was mad and requested that I send him a replacement. Unfortunately I did send it (I hadn’t gotten a tracking number on the first one.) The day after the replacement was in the mail, he called to say he received the first one and said he liked the the replacement better. I said to wait until he got the second and then he could return the one he didn’t want, or he could keep both if he paid for the second one as well.  He hasn’t returned either pieces, nor has he paid for the second piece. I’ve contacted him a couple of times and he says, “Ohhhh, I’m sooooo sorry, I forgot. I’ll put it in the mail right away.”  3 months later and it is still unresolved. What is your procedure for doing custom designs?  How about dealing with merchandise that doesn’t arrive at the customer’s house in a timely fashion?  How should I handle the payment for the second necklace?  I’m out $70. Fortunately, I’ve sold the other pieces I made for him.

Answer:

I agree that this is a difficult situation, however if you are ‘up-front’ and firm about your ‘custom order’ policies, your client should appreciate your honesty. One sure way to state your custom order policy is to either print it on the reverse of a few business cards that you hold back just for this type of order, or on a separate card with your contact info that you can give to a client. My personal policy is to take full payment at the time of the order, which guarantees my customer that I will pay for any necessary shipping and insurance, and that I cannot refund their money if they don’t like what they have agreed to, until I actually sell the piece they had me create ‘just for them’.

The best way I can respond to your question is based upon my experience. This is how I personally take a custom order (which is also what I teach my personal students). Use a triplicate order pad. Have the customer fill in their personal info, including shipping/mailing address, phone numbers and if available their email. I then write out exactly what the customer would like (based on our conversation) including what metal(s), their stone or mine, their preferred style (if possible, the name of a piece I may already have that they like, which I also take a picture of with my cell phone in case it sells) what embellishments they prefer if any, and a quick sketch. I then go over their order in detail again, jot the approximate delivery date on the form, and when they are satisfied I have them sign the order slip. I add my contact info to the bottom and give them the top/original order slip as well as my card. When their order is finished, I include the second slip with their order when I either deliver it by hand or ship it to them. (If shipping the item, I also call or email this customer to let them know their order is on the way, with the tracking numbers.)

And before you ask, yes I have had a customer who was not happy with her order and I did send her a refund check when I sold the item about seven months later, along with a thank-you for her interest in my work. She has since become a regularly returning client.

You have learned a very valuable lesson in an unfortunate way, and in the future if you follow the procedure I have outlined above this should not happen again. (I learned this same lesson many years ago with a $750 ring!)

Now, in your current situation with ‘Mr. Joe’, my only advice here would be to actually travel to his home (which may not be worth the cost or your time depending on the distance) and again request either payment or return of your piece (as it has not been paid for, it is still YOUR piece). If a personal visit is not worth the trouble, write this off as a very valuable lesson learned and be glad the cost was not a lot more!

Answer contributed by Dale “Cougar” Armstrong

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Daily Wire Jewelry Making Tip
November 22, 2009

Question:

I was reading on your web page that if you don’t like making jewelry for stores you can become a personal jewelry artist. Does that mean that your customer would come up with their own design and you would make it for them?

Answer:

Although I did not write the information you are referring to, I can respond with my personal experience.

There are many different venues you can use to sell your work as a wire jewelry artist. The one you read about refers to selling your work ‘wholesale’, which is a great opportunity if you enjoy making a lot of the same design, over and over again and can make them quickly and consistently. Most stores are looking to purchase a ‘line’, meaning the pieces can be offered in either gold-filled or sterling silver and all look about the same, with the exception of maybe the stone used.

To me, a ‘personal’ jewelry artist is someone who makes what they want to make, and finds other areas to sell their work such as home shows, consignment boutiques, galleries and craft and art shows. At these locations a true wire jewelry artist welcomes the opportunity to take and create custom orders. This is when the customer does describe what they would like and the artist explains what they can do with regards to the customer’s requests, and not only is a great relationship formed, but the artist expands their techniques and skills while making a ‘new’ design.

Answer contributed by Dale “Cougar” Armstrong

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Daily Wire Jewelry Making Tip
November 21, 2009

Question:

What would be an average size bracelet?  If I were making bracelets for a future show, would I need a variety of sizes and what would they be?

Answer:

During the year, I agree that it is important to create ‘regular stock’ items for our jewelry show inventory. Bracelets are always a popular item that is purchased both as a gift and as a personal accessory. Every jeweler has his or her own ‘magic number’ as far as how many to have on hand and in which sizes. My personal inventory contains small, medium, regular and large (as I think the term ‘extra large’ can be demeaning). These sizes, measured end-to-end are: Small = 6 ½ inches, Medium = 7 inches, Regular = 7 ½ inches, and Large = 8 inches. The numbers of each size that I personally try to have on-hand are: Small – 5, Medium – 5, Regular – 8 and Large – 4. Then, think about the different styles you enjoy making and if like me you regularly create 5 different styles, you have a lot of bracelets for customers to choose from! Of course there are always the one or two bracelets you make that were not figured correctly and you end up with a 5-½ inch bracelet, which always sells too, because there is usually a lady with a very small bone structure who is thrilled to find that you handcrafted a bracelet ‘just for her’! This is one of the wonderful features of being a wire jewelry artist; you can make a bracelet to fit anyone!

Answer contributed by Dale “Cougar” Armstrong

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Daily Wire Jewelry Making Tip
November 12, 2009

Question:

I really liked Sherrie’s video of packing your supplies for travel, but what about packing your finished pieces to take to a show?

Answer:

Actually, I am answering this while at a show myself! There are many ways to transport your jewelry pieces to and from a show safely. I am just going to share how I manage.

I like full sized, stackable, plastic jewelry trays in sizes 1-inch to 2 ½-inches deep, into which I have a variety of flocked inserts that contain from 8 to 48 sections, as well as velvet boards. The sectioned trays are where small items go, (and yes each section has a tarnish paper on the bottom, and many of my pieces are also in individual plastic bags). My larger and specialty pieces go in the trays on the velvet boards. The plastic trays all stack together and can be labeled on their ends, then they go into a jewelry carry case, with end zippers. My taller items like crowns and tiaras go into a small cardboard box (that goes in with my tablecloths) rings are all sized, tagged and ready to sell in a velvet ring insert in a display tray with a clear top and snap side. Earrings priced $35 and under are all on cards and hung on a rotating, acrylic earring stand, wrapped in a sheet and rides on the passenger seat of my truck.

I also have several tall storage units with handled drawers that use the same inserts as above and have a place to add your own label on the front. Sometimes I just pack these units into their original shipping cartons (yes I save boxes) and take my entire inventory with me. In this way, I never leave anyone at home by mistake.

Answer contributed by Dale “Cougar” Armstrong

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