Daily Wire Jewelry Tip – 11/27/2009
Daily Wire Jewelry Making Tip
November 27, 2009
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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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custom wire jewelry, jewelry prices, pricing jewelry
Filed under:Daily Wire Jewelry Tips‚ Project Help‚ Sales, Marketing, Shows, & Display
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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
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.
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
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?
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.