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When is a stupid question from a customer not a stupid question? You can read my latest column at the Fine Art Views website here.
A great tip on customer care just in time for your summer shows!
When is a stupid question from a customer not a stupid question? You can read my latest column at the Fine Art Views website here.
A great tip on customer care just in time for your summer shows!
Filed under art, booth behavior, craft, craft shows, customer care, marketing, selling, shows
Never forget the love you have for what you do. Remember the blessing of being able to make what you make.
Here's something to consider the next time you feel a sharp retort rising to your lips when someone in your booth asks a "stupid question". (Which, in case you don't already know, isn't so stupid after all.
The times I find it hardest to deal with problem customers, is when I am not in a good space myself.
There will be times in your life when things get hard. When nothing seems to go right. When you body simply can't do what you ask of it, not the simplest task. When worries about money seem to overwhelm everything else. When your spirit is exhausted.
There will be people in your life who make things difficult. People who are impossible to please. People who are threatened by what you do. People who are envious of what you have.
There will be stages in your life when you question everything about your work. Is it good enough? Is it still my best work? Does the world even want it? Do I still believe in it?
And just like the times when a difficult child needs your love all the more, this is the time to remember the love you have for your art.
Here's how that happens for me:
I've been head-high in frenzied preparations for my upcoming League of New Hampshire Craftsmen's Annual Fair. On one hand, it's my tenth year at the Fair, and I pretty much know what to do. On the other hand, every year there's something major I forget/mess up/leave to the last minute. Every year there's a big scramble to deal with it, with frantic phone calls, late nights and the inevitable last-minute make-do. (Which almost always seems to work out better than my original intention.)
This year is no exception. But I have some secret weapons.
The first is modern medicine. After waiting years for the brain buzz of menopause to wear off, I realized it wasn't going away and it wasn't even getting better. I realized I've always had it–it was just getting worse with age. I sought professional help. I'm now seeing an excellent therapist who specializes in working with creative people. And I'm on a very low dosage of anti-anxiety medication. (Don't worry, not the addictive stuff!)
For the first time in years, I am sometimes sleeping through the night. I don't wake up in a panic with my heart racing. Get this–my blood pressure (which used to be low normal but has inched upwards for five years) dropped almost 25 points–in a month! My doc isn't sure why, but she says we'll take it. (She thinks it may be the relief from constant worrying.)
I feel more at peace with myself. All the issues I knew intellectually how to manage, but couldn't emotionally let go of, are softening. I know enlightenment can't be found in a pill bottle, but it sure makes it easier to actually listen to my heart.
The second secret weapon is my work. The Fair is a concrete "deadline" which helps generate creative energy. Simply immersing myself in making new artifacts always centers me. Okay, partly I bury myself in making bears and otters and horses because it's much more fun than figuring out how to make new covers for my jewelry case pedestals. Procrastination is a powerful tool in my life for getting something else done.
The third secret weapon is the Fair itself. Despite all the hard work getting ready for, and just being at the Fair (3 days of set-up, 9 days of show), there is a lot of good energy at the Fair.
My daughter, to date, has always found time to come and work with me again, even if only for that first, very busy opening weekend. She's worked in my booth at both retail and wholesale shows for over eight years now. She's not only very good at it, she's simply a joy to be with.
There are old friends to catch up with, new exhibitors to meet, wonderful work to see (and buy!), music, wine and the incredible beauty of Mount Sunapee itself.
And my customers are a big secret weapon, too.
Opening day at the Fair is tough. It takes me awhile to get my "sea legs". (Would that be "Fair legs"??) To get into the rhythm of being "on stage" instead of "in my studio".
But when I catch the rhythm, I can dance all day. All week!
People who have bought from me for years, come to see what's new. People who bought something for the first time last year, come back to tell me how much they love it. People bring their friends to introduce them the artist. (Moi. Maybe in my normal hours I look like a dumpy middle-aged woman, but at a show I am an artiste.) People who lost an earring or broke a necklace rush in to see if I can make their favorite piece wonderful and wearable again. People who I encouraged to pursue their own creative destiny stop by to share their own lovely work.
Even years when the Fair is slow, the energy from seeing my old collectors and meeting new ones, is a spiritual high.
In the midst of all this wonderful, powerful energy, I would be a small person to let an off comment or odd interaction here and there, to bring me down.
But I would be human, too. Because that's what we do–we hang on to the one hurtful comment or ignorant act.
Remember–as artists, we can choose:
We can wallow in indignation and anger.
Or we can remember that the work we do is blessed work. Not only for us, but for the world.
Filed under art, business, craft, craft shows, customer care, mental attitude, selling
What you do for customer care AFTER the sale is important, too!
A question came up in an online forum the other day. People shared their business policy for repairs.
Nobody likes to hear their work didn't hold up. My heart always sinks when I get a request from a store or customer to repair a piece. I feel slightly guilty. I take pride in my work and always stress the fact that my work is well-made. In fact, my original studio name was Durable Goods. A broken piece feels like I've misled the customer.
It doesn't help that sometimes the customer is already upset and defensive. "It just broke!" is what I usually hear. Who wants to hear that about our product?? Not me.
It helps to take a deep breath and listen with your heart.
I've come to realize a few things about the repair process. First, even expensive, commercially-made jewelry isn't necessarily impervious to harm. A fine gold chain breaks when a jumping dog snags it, diamonds fall out of their settings and rings drop down the garbage disposal. My jewelry is as well-made as I can make it, but things do wear out, get lost, break down. I don't need to get defensive if one of my pieces gets broken.
I've also come to realize that customers often start out on the offensive because they expect to be given a hard time.
Isn't that awful?? They love my work, they paid their hard-earned money for it, they wore it every day, it broke, they want to get it fixed so they can wear it some more.
And they think I'm going to be snotty about it. Because that's what they've come to expect from other small businesses and vendors when they have issues with a purchase.
The solution is to immediately reassure them that they will be taken care of. And to offer exquisite customer care.
My first response is, "I'm so sorry that happened! Tell me what's wrong. Let me make it right for you so you can wear it again."
As soon as they realize I will listen, and sympathize, and then resolve the issue, they calm down. They are relieved and grateful they will be taken care of.
As they describe or show the damage (depending on whether they've called or come to my booth at a show), I assess what has to be done. I offer options–repair, replace, restring, etc.
After I've assured them the piece can be repaired, then it's time to gently find out how the damage occurred.
This will give valuable information about whether the damage is their "fault" or mine. This is not to assess blame. It's to determine whether I need to make changes in my process, or if this is a "teachable moment" for the customer.
Here's how I think about it:
If I had TONS of repairs, then it might be MY problem.
A lot of repairs indicates I have to review my product and perhaps make adjustments. Maybe I need to look at my construction techniques and ask myself why I was getting so many returns. Is the stringing material durable enough? Was the glue old? (Even epoxies have a shelf life.) When I was just starting out selling jewelry, I thought I could save money by using cheap spring clasps for my necklaces. The clasps didn't hold up. That, unfortunately, resulted in a lot of returns for repairs. That was a valuable lesson. I now only work with high-quality components.
If I DON'T have a lot of repairs, then providing free (or at least cheerful) repairs is the best customer service I can give.
Either the customer loved the item enough to wear it often and is disappointed she can't anymore or she paid a lot for item and didn't get the usage out of it she expected.
Either way, she has paid me a very high compliment–loving my work, and investing in my work.
Either way, a repair will make her very, very happy, and willing to buy from me again.
A refusal will upset her and you can bet she will let everybody know about it.
So what do I mean by a "teachable moment"?
If I've put the customer at ease by reassuring her I will take care of her, and it turns out the damage is not my fault, then there's an opportunity to educate, to make sure it doesn't happen again.
A customer indignantly said the artifact on her necklace "just broke." I immediately told her I was sorry. I asked her to send it to me immediately, and I would either repair or replace it. I apologized for the inconvenience, and she grew calmer. We talked more. She told me she desperately hoped I could fix it, because she loved the artifact (a horse.) Under gentle questioning, she admitted that when she was nervous, she liked to "flex" a flat artifact pendant I'd made. That "flexing" eventually caused the artifact to break.
Her initial defensive attitude was because she thought I would not help her if she admitted she'd broken it, and she was distraught because she loved it so much.
I made her a new, thicker pendant, jokingly telling her "no more flexing!" Because she loved the original artifact so much, I glued it back together, put a backing layer of polymer on it to strengthen it, and made it into a pin.
When I'm feeling defensive, this is important to keep in mind: An item that breaks with overuse means the item was being worn, and worn a lot. One woman told me she never took off the silk cord necklace she'd bought from me. She even wore it swimming, and showered in it.
It took some doing to convince her that silk cord won't hold up under that kind of usage. But that was just proof of how much she loved it. And I still restrung her necklace. Free.
Last, when you have wholesale customers and get a customer repair request, remember you are actually dealing with two customers–their customer, and the store owner/buyer/manager. When you show your willingness to stand behind your work, you make it easier for the store to do their work–selling your stuff.
Just my humble opinion, and experience. And of course, there are exceptions.
We've all had the occasional customer who simply can't be satisfied. It happens rarely in face-to-face encounters. It's more common with online sales if you don't already have a relationship with the customer. When you feel you've gone above and beyond, and the customer is still not happy, it may be worth your while to simply take the item back and refund their money.
And if your materials are very expensive, then of course you may have to charge a reasonable fee for repairs regardless of why they are needed.
But even if you must charge for repairs, these are still ways you can make your customer feel treasured. Listening and taking care of your customers after the sale–offering support and non-judgmental service–is excellent customer service indeed.
Filed under art, business, craft, customer care, jewelry, listening, mental attitude, selling
Expecting customers to already know how to do business with you, is not good customer care.
I had an
interesting–no, make that incredibly frustrating–exchange with the post office awhile ago. It got me thinking about customer care.
We may have different ideas of what giving good customer care is, but we all recognize when we're not getting it.
If you want to read the conversation, I put it at the end of the article. If you're in a hurry, here's my point:
Nobody knows your business like you do. Nobody knows better than you how you prefer people to order, pay or ask for more information. Nobody knows better than you what your return policy is.
Yep, nobody knows better than you–not even your customers.
Nor should you expect them to.
Expecting people to know the ins, outs and idiosyncracies of your biz, and treating them like they're stupid when they don't, is not good customer care.
We all have unique ways of running our business. We have our policies and procedures for handling orders, mistakes, returns, questions and repairs. We know our hours of operation, our location, our inventory. After all, we deal with our business every day.
But our customers don't.
We should keep in mind that our customers deal with many, many other businesses, every day–not just ours.
They deal with schools, banks, insurance companies, hospitals, shoe stores, hair salons, pharmacies, baby sitters, auto dealers, telephone companies, banks and post offices. They order online from Amazon, Blockbuster, Borders, eBay and Medco.
Each of these businesses does things a little bit differently. Each asks its customers to interact with them slightly differently. Each one has their own hours of operation, procedures, policies, forms, payment methods.
As wonderful and distinctive as I'd like to think my biz is, to my customers–even my loyal, loving, regular customers–it's just one more operation with its own hours, procedures, policies, etc., etc.
Very few people want to expend a lot of brain cells memorizing all the nuances of each business, especially if their interaction is infrequent. After all, how many insurance claims have you filed in your life? Should you be expected to know the name of the form, the supporting documents you need, and the deadline for filing it? Especially if the procedure was updated since you filed your last claim eight years ago?
Even "standard procedures"–say, writing a check for cash at the bank–is tricky if we only do it once every few years. Do you make it out to yourself, or to the bank or for "cash"? Which method do you have to endorse? Which method does the bank prefer??
If we work at a bank, it's obvious. However, if we rarely even visit the inside of a bank anymore, it's not so obvious.
Remember–We are just one more business our customers deal with. There's nothing "more special" about us that would lead us to expect they should memorize how we want things done.
We may think our website is easy to navigate. We may think our return policy is hard to miss. We may think it's obvious how to use our product. But maybe it's not. Or maybe it just gets lost in the shuffle.
It's even worse when policies are non-standard or downright odd. I bet we all know businesses that are closed Sundays and Mondays. Or Mondays and Tuesdays. Some are only open 4-7 on Tuesday, 12-3 on Mondays and Wednesdays, closed Thursdays, and open Friday 10-3. Saturdays and Sundays by appointment only (but no phone number is given and they never answer the store phone.)
Am I really expected to remember that? Maybe for one biz. But for two? Six? Twenty???
Even something as supposedly stable as location can get dicey. Some businesses around here have moved three, four, even five times in the 20 years we've been here. Once I sent my husband on an errand I usually take care of. He called me fifteen minutes later–no store. Where the heck were they?, he wanted to know. He'd gone to their address from five years ago. It was already two addresses old.
It's bad enough to assume people will remember all our quirky hours, or that we tend to move every three years. It's bad enough to assume they know all the proper terminology, or are familiar with all the forms they need to do business with us
But it's even worse to treat your customers like they're stupid when they don't know. (Hence my post office story.)
We can tell them, we can show them. Signage in your booth helps. ("We accept all major credit cards.") But you're still going to get asked, "Do you take credit cards?" After the fiftieth time you're asked that, saying, "Read the sign!" is not good customer care. (Unless, of course, it's the same customer asking fifty times. If that's the case, I give you permission to say, "Hey, no, I don't, but that artist (insert the name of your least favorite artist) over there takes credit cards.") Saying cheerfully, "Yes, we do!" is smart.
Clear, accessible policies on your website helps. ("Custom orders are not returnable.") Telling them helps. ("If this doesn't work out for you, you can return this pin for exchange or credit towards another piece within 10 days.") Putting it in writing helps. ("Items can be returned for exchange or credit ONLY with 10 days of purchase." on your invoices.) Usually, terms such as your return policy must be posted visibly in your store/booth or printed on the receipt.
Clarity helps. Ensure your website is ridiculously easy to navigate. Redundancy helps. Make vital information incredibly easy to find, posting it in several places if necessary.
But most people (me included) simply let all your information leak into "overflow parking." It's human nature: Too. Much. Information. Making them feel stupid when they realize the bracelet is too hard to put on by themselves will put the kabosh on future sales. Offering them a different clasp when they complain, or offering the option of an exchange, will help.
Patience will go a long way when hiccups occur. Yes, some customers ramble and have to be gently reined in. But good listening skills, asking good questions, and simply being professional, courteous–and kind–will help you target what your customer needs from you.
And your customers will appreciate it.
In this case, I was out of the country for over a week, and it took me a couple of days to get through my mail. So almost 10 days had gone by before I found the a form notice that my mail carrier had attempted delivery of a registered item that needed my signature. It said the item was being held for me at the post office.
I know that some kinds of mail get returned if not claimed within a certain time, but I wasn't sure if this would happen with my item.
Form in hand, I called the phone number for the post office on the form and spoke to an employee there.
The ensuing conversation read like Abbott and Costello's "Who's on First?" routine.
PO: "Post Office."
Me: "Hi, I've been on vacation for a week, and I got a notice that my carrier had tried to deliver registered package, but no one had been home to sign for it. It's dated over a week ago, almost 10 days. Is it still at the Post Office, or had it been sent back to the sender?"
PO: "What's the address?" (Spoiler: She probably should have asked if I had the form.)
I give it to her, she disappears, comes back on line.
PO: "There's nothing there for that address. What's your name?"
I tell her my name. (Spoiler: She probably should have said, "What's the name of the addressee on your form?") I start to ask if providing a tracking number would help, as there are a couple of numbers on the form, but she puts me on hold again before I can say anything more.
PO: "There's nothing here under that name." (silence)
Me: "Oh. Was it sent back already? Is there any way to track it? I have some…" (I was going to say "…numbers on this form" again but she says, "Hang on" and dashes off again.)
PO: "I've looked at all the packages and boxes, I looked in x, y, z places and it isn't here."
Me: "Oh, sorry, it says here that it's a 'large envelope, catalog or…"
PO (very exasperated): "Why didn't you say so?? Hang on." (Puts me on hold again, returns.) "Nope, nothing."
Me: "Is there any way to track it? If I give you the number on the form…"
PO (interrupts): "You have a form?? Why didn't you tell me that?!"
Me: "Well, I thought I did. Let me read you…."
PO (interrupting again): "Give me the number."
Me: "Okay, there are several numbers on here, which one…"
PO (interrupting again, speaking louder and faster): "The (indistinct) number."
Me: "The 'what' number?"
PO (angrily): "The (indistinct) number! On the back!"
Me: "Look, I can here you say 'something number' but I can't hear what the 'something' is." (silence)
Me (trying again): "I can't tell which side of the form is the back or front, there are two numbers, one starts with…"
PO (interrupts again): "The (indistinct) number! On the BACK of the form!"
pause…. (I'm trying to stay patient.)
Me: "I can hear you say it's a number and that it's on the back. My confusion is it's not very clear which is the front and which is the back of the form, and there are several strings of numbers. Is it the number starting with RF…"
PO (interrupts again): "No, no the number on the BACK!"
Me (cautiously): "Is it the bar code number?"
PO: "That's not it! The BACK of the form!"
My tongue is now bloody from biting it so hard. I read her one of the other numbers, which thankfully is the right one. She puts me on hold again, and comes back.
PO: "Are you by any chance also known as 'Durable Goods'?"
Me: "Yes, I…."
PO (interrupting): "Why didn't you say so?? It's right here. You can pick it up anytime." (I refrain from telling her I answered every question she asked me, but she hasn't answered any of mine yet.)
Me: "Well, actually, I'd like to have it…."
Me: "I'd rather…."
PO: "What else do you need??"
Me: "I'd like to have it delivered."
PO: "You have to sign the form to have it delivered."
Me: "Yes, I understand, I can sign the form, I just didn't know if it were still at the post office…"
PO (interrupting, angrily): "Yes, I SAID it's RIGHT HERE, you can pick it up anytime. If you sign it, you won't get it til Friday."
Me: "Friday is fine…Look, I…"
PO: "We're busy, is that all?"
At this point I asked to speak to her supervisor.
PO: "Why? She's not going to get that package to you any faster."
Me: "Look, this is getting out of hand, I…" and she puts me on hold again.
Supervisor: "Your package is right here, you can pick it up anytime."
Me: "I know that, I want to let you know how rude…."
Supervisor: "Hold on, the other phone's ringing." (puts me on hold) "Look, we're pretty busy, you're package is here and you can pick it up anytime."
Me: "I know that, I've been treated very rudely by your employee. Don't you care about that?"
Supervisor: "Well, I can't help you with that. Goodbye."(hangs up)
Now, I usually don't engage in Post Office bashing. I think they move an incredible amount of mail at reasonable rates. And usually I am treated with courtesy in my interactions with them. Although I noticed the last time I was there that all the nice people have retired….
But if there were another option for mail service, I would have seriously considered it after this little incident.
All this, just because this person assumed I should know their procedures for registered mail. Which I get about once a year. And let me know how dumb she thought I was because I didn't know.
If all queries are handled like mine was, I have my suspicions about why they're so busy.
Filed under art, booth signs, business, craft, craft shows, customer care, selling, selling online
Using PayPal for online sales can be great, but know the drawbacks of PayPal before you get burned.
I found out the hard way that online shopping can be a dangerous thing.
I've shopped on Ebay for years, back in the day when its url was actually eBay with a jillion letters and stuff, and many vendors didn't even post pics of their products. And I was an early user of PayPal, too. It guaranteed your money was safe with Ebay transactions, and it made everything soooooo easy.
As PayPal expanded its services to other online venues, I continued to use it in good faith. I heard rumors of "issues", but figured it was mostly the kinds of transactions I didn't indulge in–gold coins, international purchases, deals that were somewhat shady to begin with, etc.
So when I found an ad with a great deal for custom-printed T-shirts on Facebook last month, I didn't think twice about ordering a bunch for our family. ("I'd Rather Be Watching FIREFLY", in case you're wondering.) I paid with my Paypal account, which actually had a balance for a change.
Weeks went by. No T-shirts. I checked back at the website to email the company.
When I clicked on the "contact us" tab, a funny message appeared. And not "funny ha ha", either.
It said the company was experiencing "problems" processing orders. And it said to be patient and wait "a few more weeks", as orders would be processed in the order they were received.
Warning bells started ringing. For one thing, the vendor hadn't been proactive and contacted me. I'd had to track them down. And "a few more weeks" would put me outside the 45-day safety period where I could still file a claim with PayPal.
I immediately filed a claim with PayPal, thinking of their buyer protection guarantee. But that turned out to be a little more difficult–and ultimately problematic–than I'd anticipated.
First the process and the form to fill out was a little confusing. I was asked over and over to contact the seller myself to resolve issues. Been there, done that, did NOT get the T-shirt. Duh!
Then I was asked to submit "documents". What documents are there in an online transaction?? I left that blank. For the rest of the process, a stern and rueful "You did not submit documents!" glared at me from my report.
Then I was told I had to escalate the claim before any action could be taken. But if I waited too long, the claim would automatically be dropped.
I waited a few days, then escalated.
I waited a week for a report on my claim. And the results shocked me.
PayPal had indeed determined that I had paid for goods I had not received. They had determined the seller was not responded to emails. And then they determined the seller had no money in her account. Hence, no money could be refunded to me.
So the case was CLOSED. Thank you for using PayPal, the safe way to shop online.
I could not believe it. I called PayPal, and got the same answer.
Short story: PayPal guarantees buyer protection only for transactions made through Ebay. No other transactions are guaranteed.
I think of the hundreds of transactions I've made over the years buying books, craft supplies, all the shopping I've done on Etsy and other vendors over the years, and I'm floored.
I asked what happened to the vendor who'd disappeared with my money. "Oh, we'll watch and make sure they don't open another PayPal account!" Huh? How are they going to do that?? They don't have any way of contacting this vendor other than an email address, and yet they were sure they could "identify" this person if they ever open up another PayPal account…..??!! Yeah, we all know how hard it is to get a new email account.
I feel fortunate. I am sadder, $36 poorer and wiser. But all I lost was less than $50 and a few hours of my time. It could have been worse, much worse.
And I've learned my lesson. I now make sure that when I pay with PayPal, I select the "other funding options" which puts the money on my credit card instead. I may pay extra fees, but if I have a dispute, my credit card company will do battle instead. And I believe they will take better care of me than PayPal did.
So be forewarned. Read the fine print. If "guaranteed buyer protection" means "We kinda tried to get your money back but we didn't have much luck", then that's a guarantee I can do without, thank you very much.
Hellooooooo Visa!
Filed under art, business, customer care, selling, selling online
A reader left a question for me on this series:
"Would you discuss one other group of people that one sometimes needs to get out of the booth — the people with kids who think everything in your booth is something neat to play with?
OR the adults who think your booth is a cool place to let the kids handle everything? Especially with sticky, gooey fingers? I'm a spinner/weaver, and trying to figure out how to say nicely, "Only with clean hands, please…" Dirty sticky yarn doesn't sell well…"
Actually, you don't need to boot these people out.
Use them!
How you deal with kids signals other potential customers how you will deal with them if they do something stupid. (Accidentally, we hope!)
A little patience, and some little tricks along the way, will go a long way to creating a relaxed atmosphere in your booth.
Use these moments to educate the kids about your work. They'll either be enchanted, and you can work you sales pitch gently into the talk.
OR they'll get bored, because now it sounds like school, and they'll lose interest, moving on to the next exciting booth to manhandle.
Remember: Every other customer will be listening intently.
Trust me. One of the most important things I learned from Bruce Baker is that what people overhear you telling another customer is perceived as being the truth. Use this opportunity to tell everyone in your booth about your work. (Er…but not loud enough that people two booths over can hear you….)
I know there are some children who don't behave well. But I've only had a very few incidents where the child was actually destructive or totally disrespectful.
For the sticky fingers, here are some ideas:
Keep a "special skein" available behind the counter for kids to touch, maybe even a few samples of roving–something you won't care about if it gets messed up. Come on, we ALL have those dud projects hanging around somewhere. Now you can put it to perfect use!
I keep a package of baby wipes handy. When a child starts pick something up, I quickly say, "Here, let me help you."
I ask in a friendly way, "I have a special yarn for kids to touch. Are your hands clean?" They usually get a little settled here. You're starting to act like a teacher or a parent. They usually nod solemnly. "I say let me feel your hands." You can tell instantly if a kid's hands are clean! If they are, give them the sample skeins. If not, hand them a wipe.
I say, "It's okay to touch my work, as long as you treat it gently and with respect. I've worked really really hard to get it to look just right."
They usually respond with another solemn nod.
Then, depending on the age of the child, I talk a little bit about the horse. I point out all the tiny layers that make it look like ivory. I point out all the little details that make it special. If they are pre-teens or older, I talk about how four teenage boys discovered the first, and most beautiful Ice Age cave art in the world. They are enchanted that someone their age did something so incredible.
Okay, Alta Mira in Spain was discovered first, but no one knew what it really was until after Lascaux.
As I point out each detail, the parents start looking, too. And so do other customers. Everyone starts to really see the work. Sometimes I even see other customers finally reach out to touch a piece they've been looking at.
This permission to handle your work with care and with clean hands and under your supervision helps to create an air of respect for your work. The dynamic changes. Instead of "play time!", you've created a teachable moment.
Use this moment to talk about your work with love and pride, and I think you'll find that most kids will respond to that. And their parents will be grateful.
Don't get your hopes up! I've found over the years that the parents rarely buy anything. You've provided that edutainment (education + entertainment) that Bruce Baker talks about so often.
View this as your contribution to fostering appreciation for the arts and crafts for a future generation.
Actually, sometimes parents do buy your work, if the child gets attached to your product and your work isn't outrageously expensive. They buy it as a souvenir of the experience you've provided, or to foster a budding interest in the child. I have had parents buy $50 and $75 items because their child was so fascinated with it. (And sometimes those are the most difficult kids, because their parents do like to indulge their kids.) Don't be too hard on them. We all know how tough it is to be a good parent, even the best parents have their bad moments.
You can adapt this script to work with other products as well. I keep a couple artifacts behind the counter, or pick up something sturdy like one of my netsuke animal artifacts. It's neat to have two, because then the child can choose which one to hold, which adds to the fun (and helps capture their interest.) This also helps if there is more than one child, because then everyone can hold one. Fun for all!
If your work is just too delicate or fragile for such handling, have a sample of the materials you use, or one of your tools, or again, a cast-off piece that you don't care about. You can actually use this approach for adults, too.
Treating children with respect and genuine warmth pays off in other ways, too. A regular customer brought his son in last year. The boy had visited every booth in the fair, looking for that special something to spend his money on. His father said, "When we finished, he didn't even want to look again–he came right back here to buy this!"
He pointed to a small wall hanging for $350. That boy had saved a lotta money!
I was honored a child would be so enchanted with my work, he would actually buy such a fabulous piece.
And I was doubly glad that I deal with kids the way I do!
Here's another reason–a BIG one–why you don't really want to get these people to leave:
Human beings are born yearning to touch things.
Touch is how we explore our world, and we rejoice in the experience.
"Feel how soft this sweater is!" we exclaim as we shop. "No, not this scarf, it's too scratchy." "These pears are too firm, but those pears are just right!"
We constantly talk about how things feel: "Oh, this puppy's fur is so fluffy!" "I love to walk on the beach and feel the sand between my toes, and feel the wind in my hair, and play tag with the waves." "I can't stand wearing that shirt because the tag is scratchy!" "I love it when my kids hug me."
When we tell children not to touch, we are asking them to go against their very nature. Our very nature. When you see people enter your booth with their hands behind their back, it's because the temptation to touch is so strong (and they know they "shouldn't") they have to physically hold themselves back.
I'm lucky to use a material that's sturdy and durable. I know not all artists have that luxury. But when I tell people that it's okay to touch my work, and to feel free to pick up a piece to look more closely, their relief–and joy–are palpable.
It creates an incredible feeling of participation and delight in my booth.
Try to find ways to let people touch something in your booth. Your customers will be happy, your visitors will be charmed, and you will feel better all around.
Some of you are probably getting the hang of this now. "Promise them something later…okay, I get it!"
But aren't we letting ourselves in for all kinds of time spent doing all kinds of favors for those people? After all, "after the show" comes up…well, right after the show. Just when you want to kick back, take a breather, and then get down to filling those special orders and making those repairs.
Well, this is the best part…
You will never hear from most of those people again.
Here's a look at the dynamic:
There's something about being at a show that affects us all.
Customers are excited: They're shopping! They get to see dozens, maybe hundreds of cool little booth-shops, all lined up in rows. There is wonderful new work to be seen, interesting new jewelry and clothing to try on, fabulous new objects to marvel at. And the artists–such an odd breed! They look different, they sound different, they just do stuff and make stuff and gosh, they just have such interesting lives. As Bruce Baker says so enchantingly, "To 'normal' folks, artists are people that ran away to join the circus!"
Those same artists may be exhausted, hot, excited, anxious, cold, flattered, suave, frantic, happy, hungry, shy, nervous, polished, bored, thrilled–sometimes all in the same day.
At a show, the rules are different. It isn't like shopping at TJ Maxx. But it's not like being at the museum of art, either.
A show does look a little like a circus. There may be "acts" (demonstrators and workshops), fun food, music. Children laughing (and crying.) Serious collectors and Looky-Lou's.
It's also impermanent. A few days ago, this wonderful fair may have been an empty gymnasium, or a parking lit, or an empty field. Now it's filled with tents and tables, crowds and people and noise, noise, noise.
And in a few days, it will all be gone, like fairy gold. It will magically disappear and the gymnasium, parking lot or field will reappear again.
Is it any wonder that some people are at their worst? Especially those who "issues" to begin with?
Is it any wonder that tempers are frayed, that attention wanders, that our skins are thinner and our patience is shorter? That the comments and actions of annoying people suddenly take on monumental proportions?
And that's why sometimes all we need is a breather. A few seconds to calm ourselves and get centered again. A deep breath so we can get to our happy place again.
It's the same for those annoying people. They may annoying, but they are bound to be even more annoying. They are out of their element, their normal routine is disrupted, the normal "stops and guards" on their social shortcomings are not in place.
That's why distracting people with other choices, other options, is so effective. It gets them out of the particular situation that brings out the worst in them (the show), out of that moment (in your booth)–and on to another place, another time ("after the show").
That's why getting people to deal with you after the show is so effective. When everyone is back in normal life and normal time, sometimes the annoying behaviors disappear, too. The urgency they felt to get something from you, the negative energy they carried, simply dissipates.
It tends to dissipate so much, the problem simply goes away. I think that of all the people I ask to contact me after the show, probably less than 10% actually do.
If I've asked them to follow up by e-mail (which is the most convenient for me), it may take me only a few minutes to take care of all their requests and answer all their questions.
Use those magical words "after the show" like a giant fairy wand, making everything weird and nasty and annoying just disappear into a puff of smoke.
Best of all–you can wave it more than three times, too!
Filed under art, booth behavior, business, craft, craft shows, getting people OUT of your booth, life, mental attitude, selling, shows
Eighth in a series about getting difficult out of your booth at an art fair or craft show.
A reader wrote to ask:
"Any plans to do a post about the customer who, once she's bought from you, now thinks she's your friend? I had this happen once, at a 5-day show (where she bought on day 2, and returned on 3 and 4 to talk endlessly). I was as polite as I could be when I wasn't trying to duck so she wouldn't see me (!). That mixture of being grateful she'd bought a piece and annoyed that she kept showing up was difficult to juggle."
Michelle, your wish is granted!
Hmmmm, that's a good one–the customer who feels they've bought your friendship….
As annoying as that was, it sounds like you handled it well. You dealt with her as politely as you could, and disappeared as you were able.
Here are some thoughts to help you decide which course of action feels right for you.
Remember, a small part of our biz is going to be a form of social work. Some people are lonely or have very poor social skills, or they're lonely because they poor social skills. For them, this IS how they make friends and interact in society. They do things that give them an excuse to talk to people. It can be hugely annoying, but a little patience and compassion can go a along way–if you aren't busy with other customers, and if you have the patience for it.
This sounds like a person who has trouble respecting the boundaries of others. Your booth is like a little store with a new friend in it, and she wants to come and visit every chance she gets. The bad news is, this person may be oblivious–it will take more than a gentle hint or two to move her on. The good news is, she's probably used to blunt tactics, because she probably does this all the time.
Sometimes the only way to deal with a boundary issue is to name it and say it. "I'm delighted you like my work so much. I'm honored you've supported me by buying a piece. But I really have to focus on making the most of this opportunity to sell my work at this show. It's been lovely talking to you. But I hope you'll understand that I need to get back to work here."
If this speech is too hard, start shorter and brisker: "Listen, it's been great talking to you, but I need to run–thanks for stopping by!"
Then run.
If she still keeps showing up, repeat. Be consistent. Friendly but firm. It may take a few turns, because people who are oblivious to the fact that they're being noodges tend to be oblivious to all but the most blatant management.
Of course, this is hard for people like me who have trouble setting boundaries. Just look on it as good practice.
Another tactic: This is another example of a "free milk" person–they want your interest and friendship. The difference is, they feel they have paid for it, though by now you're feeling they got the better end of the deal.
You could try offering them something more "free"–like offering to put them on your list for open studio events. That could reassure them that you won't forget them. (As Bruce Baker quips, "How could I ever forget you??!!")
If there's no one in your booth and you are dying slowly, you can always try to interest her in another artist at the show. Pass it off as customer service: "You know, as I listen to you, I realize there's another artist at the show you'd really love. I think her work is perfect for you. It will really resonate with everything you've been through. Let me take you over to her booth and introduce you."
Do it–and RUN. Then she can have TWO new friends!
Finally, there's the strategy of pushing this to the limit and using this to your advantage.
It's drastic. But I've found that people who are locked in their heads like this usually make it all about 'them'. Make it about you.
If there's no one in your booth, I'd use the opportunity to keep selling to her. Keep circling the conversation back to your work. She might be persuaded to buy another piece.
At the very least, as other people enter your booth, they'll be able to hear you talk without having to deal with you directly. A lot of people who browse will do just that–listen intently to what you say to another customer as they shop uninterrupted. It's an effective selling technique.
Be sure to stop occasionally as new people come in and acknowledge them by greeting them. Casually say, "If you have any questions, just let me know" or "If you'd like to try something on, the mirror is right here." That lets other customers know you're paying attention.
At the slightest hint someone needs your help, smoothly interrupt the talker to say, "Excuse me just a moment." and move to assist the other person.
If it's just you and her, and she won't buy anything else, then….Talk away to your heart's content. Just make sure it's all about you. Sometimes the only way to shoo a bore away is to be a bigger bore.
Did I just say that??!!
Seventh in a series of getting difficult people out of your booth at a craft show or art fair.
I can almost guarantee you this "difficult person" will be the hardest one of all to deal with. If this happens to you, my only consolation is, you are not alone.
It will happen after you've asked a friend to help you in your booth at a show.
Because there may come a time when you will have to ask that friend to leave your booth.
I have a few friends who not only work with me on my booth at some shows, they volunteer to help, calling me months ahead of time to offer their services.
And they are simply amazing at it. I secretly think they are better at this than I am. They are a miracle made manifest in the world, and I am the luckiest artist alive because of them.
And even if someone isn't stellar at selling, they are such good company, I'm delighted to have them on board. Their companionship is all that is necessary.
I also had a few friends, perfectly good friends…. Friendships of many years duration that have gone screaming down in flames from working with me in my booth.
A day into the show–sometimes an hour into the show, you realize with a terrible sinking feeling that it's all gone wrong. They are not doing well in your booth. It is so not working out.
They show up dressed inappropriately–either under-dressed ("I want to be comfy!") or over-dressed–or barely dressed at all. ("Oh gosh, I can't get this top to stay up!")
They're so busy telling you about their hot date last night, they ignore customers in the booth. Or get mad when you interrupt their hot date story to deal with those customers. Or can't understand why you don't even want to hear their story when the customers are just looking, for cryin' out loud.
They don't know how to talk with customers, saying, "Can I help you?" even when you've told them a dozen times that's the worst possible thing you can say to a potential buyer.
The friend loves to share funny stories about you with your customers. Stories you kinda wish she would not share.
It can get even worse.
One artist told me her assistant used her high-end booth display to do his ballet warm-up exercises. In front of customers. All. Day. Long.
Another told me her friend came back from lunch–two hours late. She'd decided to go shop around the fair. The artist, having sent her to eat first, was starving.
Another said a friend got plastered at a dinner out with important clients–buyers for a chain of stores–and behaved inappropriately. (Still waiting to here the juicy details on that one.)
Two different artists with compatible work share a booth to save on expenses. Only one is constantly trying to steal the customers of the other.
Whatever the attitude or behavior, it's detrimental to your business and to your mental health.
And you are going to have to ask them to leave. Either at the end of the show (if it's just mildly annoying), the end of the day (if it's hugely annoying) or within the hour (if it's such a disaster you are going to kill them any minute.)
And before you say, "Oh, Luann, we know what a pistol you are! That would never happen to me!", let me assure you–it happens a lot. It has happened to people who have been in business for many, many years.
It happens so much, I know people in the biz who now have an iron-clad rule: They never–ever–hire friends to work for them anymore.
How can this happen? Why does a normal person who is nice enough to be your friend suddenly turn into the booth assistant from hell?
STRESS Shows are hard. No. Shows are really, really hard. It's the work of getting enough product made to stock your booth. The weeks of preparation, making sure all your booth components are in place and in good working order. Making travel arrangements (and maybe family arrangements for your absence), and dealing the expense and stress of packing and loading and simply getting to the show. Set-up (ye gods, we could all write a book about the things that go wrong during set-up) and break-down. The weary drive home, the unpacking and trying to get back into your normal life–so you can do it all again for the next show.
In between is the part that is both wonderful and dismal, fun and agonizing–doing the show. Talking to enthralled customers about your work, and watching people walk by who couldn't care less about your work. Making big sales and wondering if you are going to make booth expenses. Meeting other cool and interesting artists, and dealing with weird, psychotic fellow artists. It's all there, it's all happening at the show.
In short, S*H*O*W*S = S*T*R*E*S*S
And there's your friend, a show virgin who just doesn't get it. Who just doesn't get any of it, at all. She doesn't understand what you've already been through, or how critical the show's success is to you, or how frantic you are underneath your smiling exterior. It all looks fun and glamorous to to her, and that's what she's expecting.
Or she's under stress, too (see "their stuff" below). Or they worry they're not going to do things right. Or they worry you're going to do the crazy artist thing and yell at them.
So maybe you're both stressed. whoo hoo.
UNCLEAR EXPECTATIONS Some people, despite your telling them the way it works, do not understand that being in a show is WORK. They don't really understand it is a business situation, and that you have to generate sales to stay in business.
They arrive with a vague idea that it's going to be a fun-filled day, full of chatter and fun food and wonderful sights to see.
They won't understand why you interrupted their moving reenactment of the last awful days of their collapsed marriage just because a customer came into the booth.
They won't understand why it wasn't okay to just disappear for two hours at lunchtime because they felt like taking a walk.
They won't understand why it's really, really important to get ALL the numbers imprinted on a charge slip, including the card's expiration date and the customer's telephone number.
And because operating the credit card machine is just "too confusing", they won't understand why you can't just do it, while they schmooze your customers.
And they won't understand why you will have to tell them to shape up or ship out.
SHADOW ARTISTS We've covered this in previous chapters in this series, but it bears repeating. At a show, these SA's are in your booth–a booth that is actually a tiny monument to your ambition and achievement.
They will be surrounded by your work. They will see and hear your fan base–your customers. They will have to listen to people rave about you with excitement and admiration. They will have to listen to you talk about your work with pride and confidence.
It will be too much for them.
It will simply be too painful, the cognitive dissonance too great, and they will resent it. For some people, seeing your success in pursuing your art, up close and personal, will be the final straw.
EGO Some people cannot handle being in a subordinate position in the friendship, even a temporary one as you booth assistant. They will refuse to follow your suggestions for selling. Or they will continue to push their craft over yours. They may resent having their time managed.
CHANGING ROLES We start a friendship with everyone's roles firmly in place. And then the roles change.
Many relationships struggle with this transitions, not just friendships. Business partnerships. Mentor and student. Parent and child. Even marriages often topple under the stress of two people growing and changing apart.
Somehow, we don't ever expect our friendships to fail from our changing roles. But they do.
One explanation: If you scratch the surface of the friendship, my humble experience has been it may have actually been based on one of these prototypes.
And like them, subject to the same sad conclusion when the roles change and the pressure to adapt rises.
THEIR STUFF Other people have their stuff–my catch-all term for emotional baggage, hard times, psychological upheaval, whatever.
They may have recently lost someone they loved, or even someone they hated. (The stress from either is great.) They are in a hard place for reasons that have nothing to do with you.
It's going to spill over at some point. If you are near them when it happens, you are going to get scalded.
So what are the clues this beautiful friendship-cum-sales team is heading south?
They are resistant to your suggestions and training. I give out Bruce Baker's sales training CD to new assistants before a show. One person said they were too experienced with sales to listen to it. I believed them. The first hour in the booth, it was painfully obvious their experience was not as good as they thought it was.
They forget who's boss. They will show resentment when you ask them to do something they see as trivial or mundane or demeaning–running an errand, etc.
They will rearrange your display when you step out of the booth, and their feelings will be hurt if you are not happy with their efforts.
They may even decide not to show up at all, telling you that you don't really need them–leaving you in the lurch and too late to make arrangements for other assistance.
They forget whose booth it is, and whose work they're selling. I actually had one friend refuse to wear my jewelry in my booth. She wanted to wear her fashion accessories instead. Not wanting to push it, I let her–until the first customer noticed her work and asked her about it, and she happily started to tell them about her business.
They see the time with you in your booth as a social thing, a chance to catch up on all their life changes. This is so hard. Of course you want to hear all this stuff. But the show has to come first.
At a show you are working. The focus has to be on selling your work. And you can't afford to deal with downer stuff. You must stay upbeat and positive.
Worse, your efforts to remind them of this will sound heartless and uncaring. It's an impossible situation.
Now for the sad part.
In all my years of dealing with this, I have never found a good way to "fire" a friend.
I have yet to salvage one friendship from a "firing".
And I have never felt good about what I had to do.
I've tried many different approaches.
I've tried heart-to-heart talks over dinner and drinks after the first day.
I've tried taking in all the responsibility for the misunderstanding (for which I was accused by the friend as "You're treating me like a damn teenager!" I had to bite my tongue in order not to respond, "That is exactly how you've been acting the last 24 hours!!")
I've tried to fudge it by saying I overestimated my needs, and don't really need to tie up their time for the entire show, or even the entire day.
I've tried to be upfront and honest and calm. "Look, I know your life is your life–it's not my place to expect you to put my needs above yours. I know if you are sick, you shouldn't be expected to work. But you offered to help, and I told you my expectations, and you accepted them. And when you wait til five minutes before the show opens to call and say you won't be coming in, that puts me in difficult position. I simply need more time than that to line up someone else to help."
Nothing worked. Anger, resentment, recriminations follow, all falling on my head and making me feel even worse. The only thing left to do is say nothing more so as not to make it even worse.
When I asked my fellow artists how they handled it successfully, they confirmed a sad fact. No matter how you couch it, it's going to suck big-time. And the only friendships that survived were the ones where the friend took it in stride and let it go. The friend has to decide it is not going to ruin the friendship.
One consolation for me was, I felt like I was choosing business over friendship. It is only with time and some emotional distance that I can see the storm clouds were often already on the horizons. The show only acting like a giant magnifying glass, focusing little heat rays on the issue and setting it on fire.
It's also a part of doing business. Sometimes you have to fire someone, and they just aren't going to like that or deal with it well. If it happens to be a friend, it's just more gasoline on the fire. But there's never a good way to fire someone. And there will never be a good way to fire a friend.
If it were a small show, where I only hoped to gross a few hundred bucks, I might feel that it's not worth it to risk the friendship. You might choose to simply let it go, get through the day, and do things differently next time.
But at a big retail or wholesale show, where thousands of dollars and your professional reputation are at stake, you may have to act–unless you are independently wealthy, or just don't need the money.
The only thing I can think of that might be worse is if this happens with a family member. And at least there is huge incentive for a family member to eventually come around. Although, come to think of it, there are a lot of divorced people who used to be in business with their ex-spouse…..
Think long and hard before asking–or allowing–a friend to work with you in your booth. And hope for the best. But be prepared for the worst.
Filed under action steps, art, booth behavior, business, craft, craft shows, customer care, envy, friendship, getting people OUT of your booth, jealousy, life, selling, shows
Sixth in a series of people you want to move out of your booth at a craft show or art fair.
There is a reprehensible sport from ancient times known as bear baiting. Bears and other wild animals were teased and provoked into attacking and fighting other animals, for the enjoyment of spectators.
It's hard to imagine, but we still have a civilized version of this sport today.
There are people among us who thrive on confronting and insulting other people for their own amusement and excitement.
The internet, with its potential for anonymous baiting and the virtue of distance from our targets, can encourage this type of behavior in modern times. On forums, we call it "flaming".
Very occasionally, you may have the misfortune to find someone like this in your booth.
It may be fellow artist with a bone to pick with you (a real or imagined bone.)
It may be a customer who loves to "tease" you, perceiving you as a captive audience in your booth , making "funny" rude comments about your work
It may be as subtle as someone who, seemingly interested in your work, asks you questions–but then refutes or argues with every answer you give.
Why does this happen at shows? Because we're seen as a captive audience and an easy target.
We may be perceived as a captive audience because
a) we obviously are "tied down" to our booth space during a show, and
b) we are taught "the customer is always right" even if the customer is being ridiculous.
Sometimes, c) because we are women and socialized to be more conciliatory, we are baited by people who know we won't fight back (because that would be rude.)
And d), these people also sense we are trying desperately not to make a scene in front of other customers.
Whatever the situation, whatever the rationale in their mind, know that someone who pulls this stunt while you are conducting your business at a show doesn't deserve an extra minute of your time and energy. Move them on!
A good analogy to keep in mind is treating your booth as your private home. Would you let just anyone into it because they showed up at your door? Would you let someone rude stay just because you were too polite to get them to leave? (And if the answer is "yes", then sign up for an assertiveness training course immediately!!)
If it's a fellow artist, you should know that in most shows, even small ones, in your contract there is an unspoken (or even stated) assumption that your booth is your space, for the duration of the show. You paid the booth fee, you've set up your display to do business there, and you have control over who is allowed in. Technically, you do not have to even allow other artists into your booths. This is especially true of wholesale shows. Artists who enter your booth without your permission or who refuse to leave when asked can get into a lot of trouble with show management.
If there are artists who stir up such bad vibes in your booth, make a point of cheerfully but pointedly drawing any conversations to an instant close the second a customer enters your booth. "It's was nice of you to stop by, but I really have some things I need to work on right now." Make a point of escorting them out to the aisle.
If there are no customers, you can still ask them to leave, or head them off before they even come in. "Hi! I really can't stop to talk now–maybe later?" (Make sure "later" never comes….)
If they don't take the hint, be polite but blunt: "I'm so sorry, but I cannot do this right now. It's time for you to leave."
If you maintain your composure and stay grounded and calm, even if there are customers in your booth, you will still come off okay.
But what if the baiter is a customer?
You still don't have to put up with it. But sometimes, putting up with it can win friends and influence people.
The social dynamics of bullying and baiting are beyond me, and I don't have answers. But I know when someone is being baited, it's hard to watch. And harder to figure out what to do about it, especially if the person being baited is at least as competent or powerful as you. (And since we are the artist and the rightful "owner" of the booth, we are actually perceived as more powerful and competent than the person baiting us.) You desperately hope they will do something to defend themselves. But you are also hoping they don't make the situation worse, too.
Your customers are watching and feeling the same way. So dealing with that customer's behavior diplomatically will set your other customers at ease.
I had one customer bait me with the "asking questions/arguing with the answers" thing. It was hugely annoying. But I didn't really get that he was doing that. I was just determined to turn him around with my sincerity and my passion for my work.
In my innocence, this turned out to be the perfect ploy. Every time he said something pissy about my motivations, I answered with genuine conviction about what I was doing. I was genuinely puzzled by his behavior, and kept my responses thoughtful and calm.
He just kept it up–til his wife came looking for him.
She instantly recognized what he was doing. (Evidently, this is what he did for fun at craft shows.) She said in an exasperated tone, "Oh for godsake, leave that poor artist alone! Why do you act this way?!"
She glared at him til he sheepishly hulked out of my booth, and then said to me, "I'm so sorry, he does this all the time!" Her voice drifted back to me as they walked down the aisle, "If you don't quit treating people like that, I'm leaving you home next time!"
I admit I am such a small person, I found this extremely gratifying. But what gratified me even more was what happened next.
A browser nearby came in and said, "Wow! You really held your temper with that old coot! I'm impressed!" And promptly began shopping in my booth.
Then there's the customer who makes constant sardonic remarks about your work. It's "supposed" to be entertaining patter, all in fun–but it sure doesn't feel that way. I've heard this referred to as "talking smack"–an exchange of put-downs and insults between friends.
Well, there is a time and a place for such practice–maybe in a bar over a few beers discussing your favorite respective baseball teams. ("How about them Red Sox?!"
But never in your business place. Never where you are trying to earn your living. NEVER in front of your customers.
I had a "friend" visit me at a show and act this way–it was my first real insight that this person was not really my friend. And I called him on his behavior on the spot. I said something like, "You know, I love to goof around and say silly things. But not about my art. And not when I'm at a show. I'm as serious about what I do here as you are about (insert their profession here.) I hope you understand." (Big smile.)
It worked. He mumbled an apology, he made some effort to look at my work "seriously", and left soon after.
With a customer I don't know, I would use the "innocently passionate" ploy I used with the first gentlemen. It seems to work really well! They will be baffled when they just can't get a rise out of you.
And then there is the scenario that really happened to me this summer at a big show–another artist confronted me in my booth, screaming at me for some perceived insult and behaving in a threatening manner.
I still don't feel like I handled this perfectly, though in hindsight, I didn't handle it badly, either. It was fortunate that it was before show hours, so no customers were around. But unfortunately, I was alone in the tent and feared for my safety.
What I did right was I stayed reasonably calm. (In hindsight, I should have stayed even calmer.)
I tried to reason with the person (which does not work with a bully or baiter, so in hindsight, I should not have even engaged him at all.)
I asked him to step back–his face was three inches from mine–and he refused. (In hindsight, I should have stepped away and not stood my ground nor let him get that close to me, even if it meant me having to leave my booth.)
I asked him to leave, and he refused. (I'm wondering if, after he did leave, I should have called the security people.)
I honestly can't remember how it ended, whether he finally stomped away or whether I finally fled to the fair office.
Although this person was clearly in the wrong and I still feel indignant about it, I should have recalled my Impact/Model Mugging training. I've taken workshops from this organization's Boston chapter and I recommend them highly. What composure I maintained was due to those workshops.
The training teaches you to identify potentially dangerous situations, and helps you respond appropriately. In this case, staying calm and placating the person threatening ("I don't want any trouble. We can talk about this later, but not now.") But not actively engaging them or trying to reason with them. Keeping my distance (holding out my hands and saying, "Stay back!" firmly, moving away if he moved closer.) Leaving the scene as soon as I could get away (and reporting the incident to the fair office and security immediately, instead of staying in my booth.)
In this case, I felt conflicted as tent captain, feeling I was called upon to "stand my ground" and "deal with the person." I was lucky, because I was wrong. And I won't make that mistake again.
In the case where someone is behaving in a way that is threatening and frightening, your first priority is to protect yourself and get to a place of safety. Don't try to salvage your dignity, do not respond in kind or in anger, do not turn your back on them.
This is an extreme example, and you may never encounter this. But having a strategy in mind goes a long way to preparing yourself in the event it does happen. And knowing you are prepared goes a long way to helping you stay calm and in the moment.
Why do some people do this?
Again, the question to ask is, what do they get from this? What is their pay-off?
It's a game to see if they can get you to lose control. Then they can play innocent and leave you looking foolish. ("Hey, I was only joking, geez!") It makes them feel powerful to be able to manipulate people's emotions. Playing into their hands only encourages them.
And as artists, with our soul's work out there for all to see and make fun of, we are vulnerable targets.
Just remember why we are targets.
Because as artists at a show or other public venues, we're showing we have the guts and the determination to not only make our work, but to get it out there where the world can see it. Maybe for the world to buy it.
We take real risks, we take huge risks by investing in that show, by schlepping our work and our booth across the country, and offering it up for others to look at, to judge, and hopefully, to buy. Maybe some of us only make enough to make a car payment or two, but some of us help support our families with our work, put our kids through college, put a roof over our heads and food on the table.
We truly lay it on the line.
Who's the brave person in this dynamic? Uh-huh. That's you, baby.
And who's the coward in this dynamic? Uh-huh. Not you.
Remember that when someone is trying to get your goat.
And remember this, too. A boss told me years ago, "If someone is out to get your goat, don't leave your goat out." It was good advice 30 years ago, and it's still good advice today.
And if you do find goat-getter is in your booth, get him outta there!
Fourth in a series of how to get certain people out of your booth at a craft show.
I know all my show buddies are going to laugh themselves to death at this one. Could it be because I tend to do this? oooooh nooooo…..
It's the person who hangs out in your booth–often another artist–who is sad.
Sad ,sad, sad. And they are going to tell you about it. And nothing is going to stop them.
The show isn't going well. The management is giving them a hard time. They forgot to pack enough light bulbs. They can't find their favorite sweater. Their feet hurt. Their mother died. Their dog died. You get the idea.
The ones I hate the most have a wistful, sad, breathless little voice to go with the tale of woe.
This is not the person who, in the course of chatting or catching up, simply mentions the ups and downs in their life of the last few months. This is the person who goes on and on and on, without break, without end, without stopping to even inhale, it seems. A never ending tale of woe and grief.
In your booth.
At the show.
Your natural tendency is to try to cheer up this person. Don't do it! Doesn't work. Ain't gonna happen. The person determined to hang out and complain in your booth has had years of practice doing this. It's how they get what they need from people. You can't change that in a few minutes.
Look, I whine. You whine. We all do a little whining. Shows are hard. Really, really hard! Set-up is brutal, and sometimes it's just not a good show.
The thing is, there's a time and a place for whining. During the show is not the time. And parking yourself in someone else's booth is not the place. Parking yourself in someone else's booth while there are customers around is inexcusable.
You, me, our fellow craftspoeple, have paid hundreds–no, thousands–of dollars to be at this show. The last thing I want, after creating an atmosphere of passion and excitement and happiness, is for a Gloomy Gus to take up residence in my booth.
Do you really have time for this? I don't.
I've tried a few different diversions, with some success. If someone tries this during set-up, I let them go on for a few minutes. (Especially if they're willing to listen to my tale of woe! You know I'm big on reciprocity.)
Then I interrupt with, "I am really sorry you are in such a hard place right now. Unfortunately, I have a small crisis going on here, and I simply have to take care it. Can we meet up later and have a cup of coffee?" (For bigger woes, a bottle of wine.)
This is especially good for someone you'd like to maintain relations with. You acknowledge their pain, but defer it to another time.
A tactic that's been used effectively on moi goes something like this:
I'm hanging out in a friend's booth, (never while a customer is there, thank goodness–I have SOME limits!) rambling on about how hard life is for me, when I notice that Bonnie or Mark or Amy is staring at me with huge, round, unblinking eyes and a trembling lower lip. When I wind down, they say in a soothing voice, "There, there, Eeyore!"
I know it's time to stop. But I think this only works with people you love who are willing to take the hint.
I'm getting better. Sometimes I just catch myself doing it, clap my hands over my mouth, mumble, "I'm sorry! I'm sorry!" and flee. I try to buy them a beer after the show, too. Lots and lots of beer.
There are other people…oh, let's just call them noodges! I don't really care if I maintain relations with them. In fact, they probably aren't your friend. You are simply a captive audience to them. You know who they are! It gets harder to move them on without getting rude. Still, if there are customers in the booth, it's worth treating them nicely just so customers don't see your dark side.
Other than shoo this person out of the booth with promises of calling them after the show (did you see that one coming?), I'm still looking for the perfect one-liner. I'm thinking it might run along these lines: "Listen, here's the number of my therapist–she's not cheap, but she's really good! And she says I have to stop trying to help other people myself, or she'll take me to court for practicing without a license."
Oh, how about this one? "Hey, the liquor store just called for you; they want their 'whine' back!"
Just kidding on that one. Customers may laugh if you get sarcastic, but no one really feels comfortable with it. They fear that, if they slip up, they'll be the one to feel your tongue-lashing next.
Seriously, get these people out of your booth before they bring you, and your customers, down, down, down. If they need a hug, give it to 'em. But move them on.
And don't be one, either.
Okay, so what if the sad person is a customer?
That's a hard one. But here's an insight: I treat them like the people who want something for free.
Because, in essence, that is what they want–your time, and your sympathy, during what is a work period for you.
Sometimes, like the free milk people, I give them something.
I keep the names of some self-help books I've enjoyed, and jot them down on one of my postcards. I refer them to my blog, if their issue is something I've dealt with there. I offer to put them in contact with people who have helped me with similar situations.
And often, I talk about how making my art has helped me. And how some people have actually bought my work to help themselves, as talismans to remind themselves how powerful they really are.
I hope I don't sound like friends and customers can't come and talk to me about the big stuff in my booth. Gosh, sometimes we bond so much, we all end up crying! That's what art does sometimes–opens our hearts up and empties our tears, so something healing and restorative can begin.
But the thing is, in almost every case, these sad people are not really customers.
By that I mean, maybe they are at the show, and they are not artists. They look like shoppers.
But they rarely buy anything, they never bring their friends to buy, they never promote your work in any way. It's always about them. They are simply looking for an ear, and they are very good at finding captive audiences.
Don't let them trap you in your booth!
I've had a lot of response to my post on shadow artists in my "GETTING PEOPLE OUT OF YOUR BOOTH" series. People keep saying they thought they were the only artists who, as they became successful, found they were losing friends.
I wrote an essay about this phenomenon awhile back, called MEAN PEOPLE SUCK #2a: Professional Jealousy Part Deux.
I haven't figured out a solution yet–there probably isn't one, since this is more about them than it is about you–but I hope it will at least help you feel better.
Filed under art, business, craft, craft shows, creativity, customer care, envy, getting people OUT of your booth, jealousy, selling, shadow artist, shows
Third in series of how to move certain people out of your booth at a craft show.
The next kind of "undesirable person" is actually very a little different. First, because they used to be a highly desirable person–a former customer. Second, because it's not actually about getting them out of your booth. It's more about getting them turned around.
It's the person who bursts into your booth (why is it always when you have a bunch of customers??) carrying a piece of jewelry they bought from you last year, and exclaiming (and why is it always in a very loud voice??), "I bought this necklace from you last year, and it just broke for no reason!!"
This is awful on so many levels. Where do I start?
It's awful to go through all that time and effort and energy to sell my work, only to find out that person is unhappy with it. It just sucks bigtime.
Then there's the terrible thought that you've made something that didn't hold up. What does that say about my claims of using high-quality materials, having strong technical skills, and making good work?
Finally, here I am with a booth full of potential new customers, who are watching this little melodrama unfold with 'bated breath. Here is the artist herself assuring us her work is beautiful, of good quality and will make you happy for years to come. Here is a customer who believed the artist last year, who spent good money on the artist's work. And now this same customer is decidedly unhappy, waving a broken whatsit around in her hand, claiming it "just fell apart" and confronting the artist. Oh my, this is better than Jerry Springer!
First things first.
Realize the piece has "failed" because they loved it so much, they it wore it a lot.
Realize their consternation is because they are unhappy because they can't wear it.
Realize the unhappy person may also have marshaled a lot of negative energy because she is unsure of her reception. She doesn't know how she will be treated.
Most of us have experienced about the runaround we get when we are unhappy with a service or product. We are often met with indifference, or defensiveness, or disbelief about what happened.
She is afraid she will treated the same way.
And, worse, every single person in your booth is now thinking, "That customer could be me next year!!" They are watching and listening to see what you will do.
A lot is riding on what you chose to do next.
Do not–do not–go to the unhappy place. The place where you are embarrassed, defensive, angry, upset. Do. Not. Go. There.
It is so tempting to be defensive or to blame the customer. And I have to say here, in 75%-85% of the pieces I get back that need repair, it is not because of any flaw in my design or work, nor the quality of my components. In fact, the number one cause of damage to my jewelry is from the piece being worn to death. (Several customers have told me they wear my silk cord necklaces everywhere and never take them 0ff–lap swimming, into the shower, into the ocean. Oh dear….)
You must bring all your resources to bear to turn this situation, and this customer, around.
If you can hold those thoughts in your head, if you can see all the threads while you are being flooded with embarrassment and your pride is taking a beating, you will be okay. Not just okay–you can turn this whole scenario into an extremely powerful marketing opportunity.
You can show the world who you are. Or, at least, you can show the world the person you'd like to be.
The first thing out of your mouth absolutely must be the apology.
"I'm so sorry!"
Sincerely, heartfelt, sad. You must acknowledge that your customer is unhappy, distraught, disappointed, with absolutely no judgment or defensiveness. This is the only way to defuse the situation so you can figure out what your next steps will be.
In fact, I can say these words sincerely, because even while I am being flooded with dismay, with defensiveness, with resentment (because I am a small and insecure person at heart, just like anyone else), I can honestly say, "I am so sorry you are coming into my booth and waving that broken necklace around and making me out to be an incompetent, disreputable artist." "I am so sorry there is a booth full of people watching us right now!" "I am so sorry you found me!!" And if I'm honest, "I'm so sorry I might have screwed up!!"
Nonetheless, an apology is needed, there is no need to say those thoughts out loud, and apologizing will smooth the way for everything to follow. You will feel better you did not bark first, ask questions later. And everyone will start to relax.
The next step is reassurance. You will take care of this. You will fix it. It will be okay. "As I told you when you bought your necklace last year, my work is guaranteed. I use good components and I stand by my work. I'm sure I can fix it."
Not only that, I often thank the person for bringing the piece back to me. "I am so glad you like my work so much. Thank you for bringing it back so I can make this right!" And I apologize again for the inconvenience to them: "I'm so sorry you had to bring it back. Let's look at it."
There! The message is, "Even if something goes wrong, it will still be okay." Again, everyone in your booth takes a deep breath. No Jerry Springer-style fistfights today!
Since you made the darn thing, you should be able to quickly tell what happened. Did the clasp fail? Was a knot improperly glued? Did the cord break? How will you fix it? Let the person know that you know what you're doing. "Oh, I see what happened! This is an older clasp–I used to use these when I first started out, but then I switched to a better style. I'll be happy to replace that for you! Let me take this back to my studio. I can fix it after the show (you knew that was coming, right?) and I will mail it back to you free of charge for your trouble."
(I don't advise trying to make even a simple repair at the show, unless you are absolutely sure it will work. First, it ties you up and takes you away from selling. Second, if you can't make it work, you just come off looking a little worse.)
This inspection also gives you a chance to talk up your work. That older clasp, for example. Did she buy it recently? From you directly, or from a store or gallery? If she bought it from you, you can say, "Wow, that must have been awhile back–when did you get it?" If it's a long time, you can say, "So you are an early collector of my work! I'm so delighted–thank you! And you been wearing it every day since? WOW!!" and so on.
If she bought it from a nice gallery, you can talk up the gallery: "Oh, yeah, that is a really great gallery! Very prestigious–they carry beautiful work by some of the top artists in the country. I'm honored they carry my work. Hey, you mean you picked my jewelry out of all the gorgeous work in that store?! I'm flattered!"
These things come easily for me because I am honored, and I am flattered, and I am grateful. I'm getting past the defensiveness, and connecting to the good and the positive and the powerful in this whole transaction.
That is what I want everyone in the booth to be aware of. That's what I want the customer to be aware of.
There! You have shown this customer, and every potential customer in your booth, that you excel at customer service.
But what if it isn't your fault? What if you can tell the piece has been mishandled, mistreated or misused?
Doesn't matter. You do not want to assign "blame" just yet. You want to turn this episode into a positive experience. And interrogating the customer about how it broke will out her on the defensive again.
If I'm alone in my booth, I might take on this next step. Otherwise, I wait until after the show, either after I've made the repair (so I can call with the good news) or when I'm about to start with the repair, depending on what I suspect is the cause of the damage.
This is when you can begin a gentle, non-threatening chain of questioning to find out what really happened when the jewelry "just broke for no reason."
First, I tell them the good news–it's on its way back. I tell them what I did to repair it. (I also include an invoice with the piece, listing the repairs and services, with a cost, even if I end up noting "no charge". I want people to appreciate the value of what I've given them. For example, "Restring and replace missing pearls and crystals, replace broken lobster clasp: Labor 1/2 hour @ $25/hr (no charge); Materials $8 (no charge), return shipping USPS Priority Mail $4.60 (no charge), etc.)
Then I ask them if they can answer a few questions for me. I tell them it's an opportunity to learn more about what went wrong. Then I can make the appropriate changes in my designs to prevent it from happening again. It's purely an information-gathering exercise.
By being genuinely curious, non-judgmental and without assessing blame, and because the customer now knows the piece is on its way back to them, they may now be more willing to say what happened.
For example, one woman confessed her dog used to jump up and snag her necklace repeatedly–until it broke. (I asked her if she wanted a stronger cord or a shorter length.)
One woman slept with hers on, every night.
Another woman confessed that when she was nervous, she would "flex the horse pendant" (there is sometimes a bit of "give" in the longer or larger pendants.) During a particularly stressful week, she bent and flexed the horse repeatedly–until it broke in two. (I couldn't salvage the pendant–I made it into a pin instead, and made her a new one.)
Then there was that line of pearl-and-crystal silk cord necklaces I made that everyone wore so much, the silk cord would literally rot and fall apart. I don't know how many of those damn things I've restrung, usually free of charge or for a nominal fee.
And I have a standard policy of replacing the first lost earring free of charge.
I know some craftspeople think my repair and replacement policy is ridiculous or extravagant. Sometimes, I think so, too. After all, it really isn't gold or precious stones. It is polymer clay, and delicate silk cord, and antique glass beads. It's priced accordingly. And all jewelry will tarnish or break or pull apart if it's dipped repeatedly in a swimming pool or yanked by small children and large dogs.
But I see these incidents as teachable moments. It's an opportunity to explain that, though my jewelry works hard and is meant last, it really does need a little bit of care and good treatment. That even silver jewelry can get tarnished and corroded, that gold chains can break when grabbed, that glass and pottery sculptures break when dropped. They end up seeing that they have some responsibility, too, to keeping my artwork in good condition, rather than seeing it as somehow flawed or defective if they don't.
Sometimes, even if it's a lot of work and not my fault, I still don't charge for repairs. The woman who "flexed her horse"? She and her husband, an archaeologist who had actually been in the Lascaux cave, bought four necklaces (one for her, three for their daughters and daughter-in-law) and a small wall hanging that year. There was no way I was going to nickel-and-dime her on that repair/replacement.
And when these customers have calmed down, when they realize they are going to have their beloved piece back and they realize they will be able to wear it again, the things they say then make it all worthwhile.
"Oh my God, I'm so relieved!" one woman exclaimed. "It is absolutely my favorite piece of jewelry. I want to wear it every day–I never want to take it off! I was so upset when I broke it, I cried."
Now isn't that the best testimonial an artist could ask for? That is what I want everyone else in the booth to hear.
And here's where this good energy can take you. Last week, when I was having a very bad day about all my injuries and setbacks, feeling very very sorry for myself, I got a packet in the mail. It was from a customer, one I'd done a repair for on one of these afore-mentioned pearl-and-crystal silk cord necklaces."Damn!" I thought. "It broke again, and she wants me to fix it!" I opened the packet to find…
A copy of her latest music CD.
With a portrait of her on the back, wearing…my necklace.
And a little handwritten note thanking me once more for fixing her necklace, which she love, love, loves.
Isn't that a lovely reward for good customer service?
P.S. Just to let you know, not all of my customers who need work repaired act this way. Most are genuinely anguished and apologetic when they bring a damaged piece in. This is just how to handle it when you get someone who doesn't yet know what exquisite care you are going to give them!
Second in a series of people you need to get out of your booth at a craft show–fast!
Oddly, the next group of people I'd like to talk about are the people who wish they were you.
Julia Cameron, author of The Artist's Way, described a type of person she called the "shadow artist". A shadow artist is someone who is an artistic, creative person themselves, who chooses instead to stand in the shadow of someone who is perceived to be a "real" artist. The shadow artist may play a supportive or secondary role in the arts, working for groups that promote artists, or even marrying an artist.
Being a shadow artist can be a sad and painful thing. These people may have never been encouraged to explore their artist self. They may have been told they weren't good enough. Yet something in them hungers for art, and draws them near others who have it.
Many artists are former shadow artists. I was.
Many of your best customers and supporters are shadow artists. They celebrate what you do. They cheer you on. They delight in you doing what they feel they are not capable of doing themselves.
Many shadow artists are still positive, constructive people. They learn to channel all their creative energy into helping others. They do amazing work, supporting artists and the arts with their time, their money, their patronage. Many of our art guilds, organizations and schools would not be nearly as effective without them.
But they may still be unhappy. Deep down, they may feel the loss of not living the life they would like for themselves.
Consequently, some shadow artists are not positive or supportive people. They may be jealous or resentful of the very artists they say they appreciate and support.
They may even be artists at some level already–but jealous of people they perceive to be "more successful" or "more artistic" than themselves. The pain of seeing others live the life they want so badly for themselves spills over onto other people.
Sometimes it spills right over into your booth. Not good.
I know, because as hard as it is to admit it, that was me, too.
So as much as this type of person annoys and irritates me, I have a soft spot in my heart for them. I've been there. I know what it looks like. I know what it feels like.
But I still have low tolerance for their behavior, especially in my booth.
How will this person act in your booth?
You may hear someone like this making snide little comments to a friend as they peruse your work. They may hint the quality isn't what it should be. At a wholesale show, a buyer may be overly fussy and particular about your work, insinuating that most pieces are just not quite good enough for their store, handpicking through your samples. They may make disparaging comments about your color choices, your materials, your design choices.
Retail customers may imply that they could do your work–the "I can make that!" people. Anything that makes them look good and you look not-so-good.
Now, hey, it's human nature to think this way sometimes, and I groan and roll my eyes at what passes for "art" and "fine craft" all the time.
But not in someone else's booth. Not where they can see me and hear me. That's just rude.
I've found a few ways to deal with this kind of behavior. Please feel free to add your own tactics in the comment section.
One way to handle it is to ignore it completely, especially if there is no one else in your booth. There's simply no way to interact that won't put you on the short end of the stick emotionally. Recognizing this behavior for what it is–passive-aggressive, hard to pin down, hard to argue with–can help you decide to ignore it.
Resist responding in anger. Either the person doesn't realize they come across that way, in which case your response will seem unjustified, or they do mean it, and they get a rise out of you. Getting angry in your booth is just bad, bad, bad for you, your booth, your business. People will sense it long after the offender is gone. Resist making comments about that person to the next visitor, too. Otherwise, they worry you'll be talking about them next!
Your best weapons, believe it or not, are your good humor, your patience, your professionalism, sincerity (yes, sincerity) and the fact that it's Y*O*U who is at the show, not them.
Bruce Baker recently suggested two good responses for the "I can make this!" crowd. Both have to be done with good humor and as much sincerity as you can muster.
When someone starts hinting or making comments that they could do the same work, simply say politely, "Well, these are for the people who aren't as creative as you!" I've used this statement many times, and it works. It leaves them with absolutely nothing to say. It sounds like you are acknowledging their creativity.
The unspoken point is, that if they were as creative as you, they'd be doing the show, too. You win tons of points for subtlety and restraint. If there are other people in your booth who overhear this, they will actually come up and compliment you on your professional restraint. They'll marvel that you were able to hold your temper and respond so calmly. I know, because people have done just that.
Another BB suggestion is to respond with total good nature and wide-eyed innocence: "Oh, you're a potter/jeweler/painter/whatever, too? What shows do you do? What galleries do you sell to?" Again–you must be sincere to make this work. You are gently challenging them to prove they really are at your level.
Most people will back down, mumbling something about being "between studios" or "needing to do more marketing research." Because, of course, they usually aren't at a point where they are actually making and selling their work. (This also works for the people who claim their daughter makes the same stuff you do.)
If they claim self-righteously that they make their work for love, not money, keep on pressing with something like, "Oh, so then where do you exhibit your work?"
Then there's my personal favorite: I take a tough love approach.
I will actually give shadow artists a little lecture about the importance of making their own art. I tune in to that "healing" aspect of my work, by sharing how it came to heal me.
Again, it works best if you are grounded and sincere. And when I do this, I am speaking out of sympathy and love. (If I can't muster it for the annoying person in my booth, then I do it out of forgiveness for my former, miserable self.)
Without coming out and actually naming what they are doing, I tell them my story of how I got started doing this artwork. I tell them how miserable and jealous I was, sitting on the sidelines, being afraid and critical of everyone else's artistic efforts–until I finally got into the game myself. I quit being a back seat driver, and started driving my own little art/life car.
I tell them I firmly believe that almost everyone is creative in their own unique way. That everyone has something of value to offer the world. That the world would be a better place if more people had the courage to do just that–figure out what they can offer, then just do it.
I tell them the power of being their authentic self. The healing that comes from being the artist they were meant to be. It's hard work. But it's worth it.
The story is about me. But it's still a challenge–and an opportunity, if they see it–for them.
I think when people hear it, they can see themselves, just for a moment. I think, by being honest about the fact that I wasn't nice person when I was in that horrible little place, it gives them permission to see a new possibility for themselves.
I hope so, anyway.
It usually is enough to at least turn the energy around, to take that negative stuff and turn it into something positive. Most people who can't deal with it, hunker down and run at this point.
The people who can hear it, are hungry for more. I refer them to my blog, or to Julia Cameron's books (or other resources), or offer to talk to them more….
(wait for it.)
…after the show. (You knew that was coming, right?)
Shine a gentle yet powerful light on these shadow artists, and watch the scary stuff disappear.
P.S. As for the picky, picky buyer at a wholesale show or a store where you're presenting your work, I've found there isn't much you can do to turn the attitude around. After all, even if you can turn it around on the spot, you still have to trust them to do the right thing and continue to promote and sell your work long after you've sold or consigned the work to them. The most effective ploy takes a lot of courage and conviction and belief in your work.
You can choose to pick up your marbles (er, work) and go home.
Simply say, "I'm sorry, I don't think my work is right for your store. Thank you for your time." Pleasantly, professionally.
Surprisingly effective for those buyers hoping to put you on the defensive, because now if they really want your work, they have to cajole you into staying.
Filed under action steps, art, booth behavior, business, craft, craft shows, creativity, envy, getting people OUT of your booth, jealousy, selling, shadow artist, shows
Here's something else that drove me nuts at the show:
Vendors just don't know what to do or say when someone is in their booth or looking at their work.
You see something that catches your eye and approach the booth. The person usually says hello. Then….silence.
You are aware of their gaze upon you as you browse. You can almost feel it. You can almost hear it: "Please, please, please, please by something!!!"
It is simply excruciating to shop when someone is staring at you, waiting, waiting, waiting for you to buy something. I feel like a mouse being watched by a very hungry cat.
At one small show I attended, the traffic was so slow, I could feel an entire roomful of craftspeople staring at me as I made the rounds of their tables. I almost fled.
The opposite is also irritating. The person starts asking silly questions: "How are you?" "Isn't this a beautiful day?" "Are you enjoying the show?"
I'm such a crab. I hate questions like this when I'm trying to look at stuff. It's like we're both evading what's really going on–"I'm shopping here!"–and pretending we're actually making small talk at a party.
Or the vendor starts answering questions you haven't even asked yet. You may be mildly interested in the product and you are instantly subjected to a full-fledged sales pitch.
People with this approach are caught in the same kind of thinking as "too much stuff"–trying to make something for everyone. In this case, they're providing too much verbiage, hoping something they say will convince you to buy.
But the connection has to come first, not the reasons to buy.
You need to find a happy medium between babbling and stony silence.
I think this is also why I hate the standard craft fair "booth" set-up–the craftsperson sets up a standard table (that's the perfect height for eating but a dismal height for shopping) and plunks themselves into a chair behind it. Both seller and buyer feel trapped into unnatural roles. And the model feels too much like a flea market. (Though, I bet with a little finesse, you would even buy more at a flea market if sellers were more savvy.)
Please, please, go buy Bruce Baker's CD series on how to sell your work. He has such excellent insights into the sales process, the dynamic, the give-and-take you can learn with a little practice.
I'm not perfect at it. I still stumble and find myself caught short. I can't close every sale easily.
But at least I'm not staring at people as they browse my booth as if they were my last meal.
Until your CD arrives, here are some tips:
1) Greet your customers after they settle into your booth–not as they're walking in. Let them get their bearings first. You don't greet guests to your home as they're getting out of their car. You let them finish that argument with their spouse, gather their stuff, straighten their clothing, check their mirror for spinach in their teeth, and get to the front door. Then you greet them and bid them welcome. They need that little moment to change gears. Let customers have that tiny moment, too.
2) Say something neutral that doesn't require a yes-or-no answer. What does every seller say? "Can I help you?" And what does every customer say? "No thanks, just looking." Ow! You just gave your customer a chance to say no.
Try this instead: "IF I can help you, just let me know." Or, "I'm just sorting some items, I'm right here if you have any questions." And my favorite: "It's okay to touch!"
3) Be busy. (But not too busy) Be occupied. (But not preoccupied.) Pretend you are a store manager of a little store. Arrange things, straighten things, restock, re-ticket, dust, wipe glass, any busy little task that seems appropriate to your role. Something you can drop immediately the second your customer indicates they need you.
Although Bruce cautions against out-and-out demonstrating, I've seen craftspeople working on little projects with good success. The key word here is "little". As long as it's not so involved that it looks like you're actually demonstrating, it can be a good ice-breaker. And it lets customers browse in peace til they're ready to have you talk to them.
My friend Carrie the hat lady knits hats while she walks around the booth. (Which is cool because women used to knit as they walked and herded sheep.) Or she works on embroidering a hat, with a pretty container of colorful yarns prominently displayed. What's brilliant is that people can then choose the exact colors of yarn they'd like their hat embroidered with. (Actually, Carrie stumbled on this ploy by accident. She'd sold out of embroidered hats before she even got to this show, and was trying to catch up.)
Don't be so engaged that people feel they are interrupting you if they have a question. Reading, talking on a cell phone, talking to fellow craftspeople, all make the customer feel intrusive. Your customers should never feel second-best! Be available the instant they need you.
4) So many craftspeople tell me everything they want me to know about their product–before I've even decided if I like it. I hate that. I'm standing there thinking, "Yuck!" and they're talking a mile a minute. Now I really don't like it. I just want to get out of your booth.
And don't start talking as soon as they touch something or pick it up. A vendor did this recently. Every time I picked something up to look at it more closely, he started "selling" it. All that happened was I put my hands in my pockets and quit picking things up, so he would stop talking at me. (Please note the "talking at me" part.)
When I ask you about your work, go to town! Once I've indicated that I'm interested by talking to YOU, that's your signal to start selling.
Let's all vow to make shopping fun for our customers again!
Filed under art, booth behavior, booth design, booth display, booth signs, business, craft, craft shows, customer care, Good booths gone bad, selling
One of the most difficult concepts to absorb about booths is where we (the seller) should be and what we should be doing.
Again, building on Bruce Baker's advice, I've come up with a great metaphor that may help you think about this more effectively.
We know we shouldn't "hide" in the booth. For one thing, it feels weird, and for another, it is weird. Bruce suggests getting right out in the aisle. But why is it okay to stand in the aisle, and not sit in the aisle? (I mean, sit in a chair on the aisle, not sit in the middle of the aisle…. Oh, you know what I mean!)
We know we should "look busy"–but busy doing what? Bruce suggests "appropriate store behavior"–dusting, tagging–but why is that okay and talking on your cell phone not okay?
I think about this a lot, and I think I have a metaphor that will help you get a handle on this. Please don't take it too literally. It's just meant to give you a framework for how this works.
Pretend you have been invited to a party to someone's house you don't know very well. They are said to be a consummate hostess. You're looking forward to an enjoyable evening.
You show up promptly at 8:00 p.m. You're not sure it's the right house–the number is correct, but no porch lights are on, no other cars are around. There is no indications the owner is expecting you. Maybe you're too early??
You ring the doorbell.
No one answers. Hmmmmmm….. Are you sure you have the right house? Yep. You ring again. Still no answer.
Then you notice a little sign on the door that says, "I'm upstairs, just come in!" So you go in the house, but you feel a little awkward.
The hostess is nowhere to be found. Now that makes you both nervous and intrigued. You get to look around the house for a bit–it's fun to snoop a little!–but it also feels weird to be in someone's house with them not there.
You find their book collection, note some good titles, pick up one to read, when suddenly, out of nowhere, the hostess pops out! You gasp, either in fright, or in embarrassment to have been caught going through her books….
So there's why you should not hide in your booth.
Now let's rewind the tape and go back to the door. This time when you ring, the door is opened. But the hostess mutters, "Oh, it's you" and walks away. You are a little dismayed ("Hmmm, is there something in my teeth??") but you follow her in. She seems disgruntled about something and ignores you. You're not sure what to do, so you start making small talk about her home. You notice a photo on the fridge, and, thinking it might be a picture of her kids, ask her a question about them. She rolls her eyes, heaves a sigh, and says, "What a stupid question! Do I look old enough to kids?? Those are my NIECES!!"
See? There was the stupid question we talked about last week. How do you feel now? Not good? I didn't think so.
YOU are trying to be nice and make conversation, and SHE is determined you are being a jerk. Not appropriate party/booth behavior, either.
Let's rewind once more. You're back at the door and see the same note. You let yourself in. This time the hostess is not disgruntled. But she's busy. She's on the phone with someone. She nods at you as you come in, but she stays on the phone–for another fifteen minutes.
Don't you feel special?
Was that an appropriate way for your hostess to behave? Nah. Don't do it in your booth, either.
Rewind again. Door, note, come in. She greets you, and she's still busy. She's in a little side room, sewing curtains. And doesn't stop–she's just got so many curtains to sew. Make yourself at home! There's beer in the fridge, she says.
Does this kind of "busy" seem appropriate for a hostess? Probably not. More on "appropriate" busy later.
Rewind one last time. Door, note, come in, some other guests are there, she's not busy. In fact, you are the object of her affection. She can't leave you alone! Wherever you go, whatever you look at, whatever you pick up, she chats away. "Oh, I see you like carrots! Have you always liked carrots? Those are good carrots, aren't they? I picked them myself! I made the dip, too! It's a great recipe–in fact, I made the recipe! In fact, I grew the dill in the recipe, too! Isn't it great dill? Why don't you try this cheese spread? Guess what–I made that, too!"
How do you like that cheese dip? Does the whole situation feel a little, well, labored? Do you feel a little hounded? Do you wish she would just go away and leave you alone?
So how do you think your booth visitors feel when you "share" everything about your art before they even ask?
We have most of the inappropriate party/booth behaviors. Now…how would you like this party scene to go? What could the hostess do better to make you feel "just right"?
Rewind one last time (I promise!)
You arrive at the house. The lights are on, there is a welcome mat at the door, a pot of flowers on the steps, and a little sign that says, "Welcome, guests! Come right in!" But before you even have to grab the door handle, there's the hostess meeting you at the door.
"Hey, you must be Donna's friend! I'm so glad you could come! I'm Jill, and this is my home. Welcome!"
She brings you inside and says, "I have a few things I have to finish in the kitchen. Just relax and make yourself at home here in the living room. Would you like white wine or red? Red? Coming right up!"
She hands you a glass of red wine and settles you in. "Back in a few minutes! If you need anything, I'm right here in the kitchen–just holler!" she says cheerfully.
Sipping your wine, you look around you and take in the surroundings. Such beautiful things! So much to look at! You roam around the living room, looking at her eclectic art collection, the lovely paintings on the wall, the comfy furniture, the handmade rugs on the floor. The rugs especially are outstanding. Wow, did she make them?
Soon, you wander into the kitchen where she's busily….
….cutting up carrot sticks, making dip, pulling out more wineglasses. Doing all those little tasks that you do to get ready for a party. Oh, it smells good in the kitchen!
"What's that lovely smell? Is it sauteed garlic?" you ask.
"Oh, you're right! That's the secret ingredient in my my special handmade carrot dip–sauteed garlic, with a little curry powder thrown in. Isn't it wonderful? Here, have a taste!" She hands you a carrot with a dollop of dip, you taste–and you are suddenly in love with this carrot dip. You must have more!
"Did you make all those wonderful things in your living room, too?" you ask, wanting to get to know this amazing and talented person better.
"Why, yes, I made some of the things. What caught your eye?" she says. You ask about the paintings and the rugs. She explains that the paintings are by a friend, but yes, she did indeed weave all the rugs on the floor.
She tells you the wonderful story of her aunt who was also a weaver, and how when she was a little girl, she used to go to her aunt's house and help her set up her loom, and how much she loved the yarns, and how sometimes she got to help dye the yarns….
She takes you back into the living room and shows you one of the rugs, the one that caught your eye first. She shows you the beautiful finishing details, points out the interesting interplay of colors, and tells you about the quality of the wool yarns she selected specially for this rug. She tells you that a rug of this quality is heirloom quality–with the right care, it will last for generations. "This rug will be around for our children's children's children to enjoy," she says.
And before you know it, you are wishing you could have one of those handwoven rugs for your home, too. You know if you had one, you could capture a little bit of the warmth, and exuberance, and passion and artistry of this woman in your own life.
You beg her to make a rug for you, too. Better yet, will she sell this one? Because you know it is the perfect rug for YOU.
Whew! Sorry, I got carried away there.
But I hope this little exercise has helped you understand better the booth behaviors that are appropriate for you.
Be the party. Not the pooper.
Filed under art, booth behavior, booth design, booth display, business, craft, craft shows, customer care, Good booths gone bad, selling
Today's essay isn't actually about booth design (except for the unlocked case thing below.) It's about booth behavior. But it's actually just as important–maybe more important–than having the perfect booth set-up.
I've often called myself a poster child for Bruce Baker's CDs on booth design and selling. I've learned so much from "the Master", and still always find something new when I listen to him or his CDs.
He's made me a keen observer, too. I now pay attention when a sales situation or a booth is annoying me. In turn, I try to ensure I don't do it to MY customers.
So today I'm sharing a common mistake craftspeople make when customers enter your booth.
Leave them alone!
Quit being so damn friendly, especially when they first come in.
Give them a few minutes to get their bearings and see what you're about.
And when you do talk, don't ask them stupid questions.
People know how to shop. Assuming that they don't is insulting.
A few days ago I drove two hours to Boson to attend a Rings & Things trunk show. This company is one of my personal favorites. They sell beads and jewelry findings, and they are one of my sources for antique trade beads. They aren't always the least expensive, but their range of products and customer service often makes up for it. And their trunk shows are wonderful! Check out their trunk show schedule to find one near year.
On the way back, I stopped into a promising dealer antique store I'd seen on the way down. I walked in after driving for many hours, through rush hour traffic and without stopping to eat. I was wired, tired and hungry.
But ready to shop!
And was immediately bombarded with joviality and perkiness by the store owner.
The door hadn't even shut behind me when the pounce happened. I say "pounce" because that's just what it feels like when sellers start selling the second you appear.
The nice lady in charge asked me how I was enjoying the beautiful day. (I wasn't. I'd just spent four hours in my car with a cramped leg and two hours inside a hotel convention room shopping.) I murmered, "Fine, thank you."
She said the store was filled with lovely things I was sure to love. (Please. Let ME be the judge of that.) I said something like, "How nice!"
She said she would be happy to show me anything I liked. She talked on about some other stuff–by that time I was blocking well. I put an attentive face on my focused inattention, something we all learned to do in fourth grade geography class. I kept saying, "Oh, how nice." "Thank you." "How nice."
Now, imagine this little dance.
I'd been looking forward to visiting this shop all day, since I'd seen it passing by that morning. I start to look at something–and the manager tells me something, or asks another question. I have to stop looking and answer her question, or it would feel rude. I'm responding in a neutral voice, clearly indicating I'd rather be shopping. The questions are sort of mundane and predictable, but I feel forced to respond.
I look like a little sideways bobbing doll, turning to look, turning back to answer, taking a step or two away from her each time, hoping I'll be out of talking range eventually. By the fifth comment/question, I can actually pretend I can't hear her anymore–and I proceed to shop more attentively.
This poor woman! She thought she was being a good salesperson. She thought she was being gracious and welcoming. She thought she was "selling".
She was actually keeping me from shopping.
I wanted to say, "Look, lady, I've been shopping since I was four years old. Over fifty years now! I don't need your instruction or your encouragement. Just let me look!"
In short: "Leave me alone!"
Now, ironically, ten minutes later, when I'd had a chance to look around and found something in a case, she was so deeply engaged in pleasant conversation with another customer about personal matters, I couldn't get her attention. I stood patiently, waiting to catch her eye while she ignored me, finally resorting to saying, "Excuse me….."
And though the case was unlocked, when I finally got her attention, she insisted on opening it herself, and handing me the items–clearly signaling she did not trust me. She actually said,"You tell me what you want to look at and I will hand it to you."
When I selected several pieces of jewelry to examine, she said brightly, "Well, it's clear that you love vintage jewelry!" For some, that may have been another conversation opener. To me, as tired as I was, it was another "well, duh!" statement.
Later, I took an item up I knew to be an unmarked McCoy vintage pot. Unasked, she told me firmly that she'd originally thought it was a McCoy, but it wasn't marked "McCoy", so it wasn't–showing me clearly that she was not very knowlegable about McCoy pottery.
So was I going to trust her judgment on another item she assured me was "genuine" something or other, but I suspected was not?
When I went to pay, I pulled out my debit card–and was told that they didn't accept credit cards or debit cards. (I'm sorry, in this day and age, that smacks of either a business running "under the table" as far as reporting earnings, or someone not very savvy about credit cards and how much they can increase your sales. I understand an emerging craftsperson perhaps not wanting to pay the extra percentage and fees….but a store??!!
Further proof of the of the lack of professionalism was the excuse that it was "impossible to split up the charge among the group dealers with credit cards"–something I know to be untrue, not only because I shop at group stores all the time with my debit card, but also because my daughter works for a group dealer antique shop.
The final indignity was being asked to put my phone number and drivers license number on the check. Myself.
Now, if someone is going to demand my drivers license for ID, then they can look at it to see if the photo matches me, and write down the number themselves to show they checked.
But not looking at it at all, and having me write down the number? Come on! If I were a dishonest person looking to rip you off, wouldn't I also simply write down an incorrect ID number?
The exercise was pointless and mindless.
So she's showing she doesn't trust me, she doesn't trust me, she doesn't trust me, while gushing friendliness and "helpfulness", all the while showing I shouldn't trust her.
Not good.
Here's how put-off I was by the whole experience. There was one item I kind of wanted, but it was overpriced. Usually I would ask if the price were "firm", a nice way to ask if there is a discount or bargaining room.
I didn't even ask.
At the end of the transaction, she offered me a chance to win a gift certificate that would have paid for the item, if I would sign up for the mailing list.
And I turned it down, because I didn't want to hear from the store again!
Learn from this.
Let your customers shop.
Don't ask stupid questions. Or at least limit yourself to only one! Trust me, people come in your booth because they can tell you are selling something. They want to decide if it's something they'd like to buy. They already know how to look and how to shop.
Be available to help if you're needed. (Bruce's "trademark" sentence, "IF I can help you, just let me know" is perfect.)
If you don't trust your customers, fine. I respect that. But handle that gracefully and discreetly. Don't make it clear you don't trust ME. I'd actually prefer a locked case that says they don't trust anybody, rather than an unlocked case I'm not allowed to touch.
Don't treat your customers like they're stupid. It only reflects badly on YOU.
Am I being hard on this poor woman? Probably. After all, I did manage to find a couple of things I liked, and I persevered and actually bought them.
But do you want to put your customers through a gamut like this? Do you want to risk them running out of patience and moving on to another booth, with items just as lovely and enticing as yours?
A booth where they can shop, shop, shop to their heart's content–and actually buy a lot of stuff?
Filed under art, booth behavior, booth design, business, craft, craft shows, customer care, Good booths gone bad, selling
Another small topic in the "Good Booths Gone Bad" series, but one I've also given a lot of thought to. Artists often supply candy or munchies for their customers. Today I'll share my experiences with having food for customers.
I've run the gamut with the food thing, and I'm currently down to nothing. No food in the booth. And I have different feelings on food treats at retail shows and wholesale shows.
Here are some of the good stories about food in the booth:
Offering treats to your customers is a nice gesture and can break the ice. In his seminars and CDs about selling, Bruce Baker describes how this helps create an air of hospitality in your booth, by "taking care of your customers."
This really can be a powerful thing in your booth.
My friend Mark Rosenbaum, glass blower extraordinare from New Orleans, brings homemade pralines to his wholesale shows for his customers and his fellow exhibitors. It's southern hospitality at its finest–and Mark is originally from Connecticut. As a nice side effect, Mark's pralines create quite a buzz at the show. Buyers see you with a praline and exclaim, "Oh, I have to get down to Mark's booth for mine!"
Here's another great example: At one wholesale show, a buyer burst into my booth. He was obviously exhausted and agitated. He'd had a long, hard, frustrating day.
He'd just flown in from the other coast, his plane had been delayed, he'd been up since the wee hours, and he'd missed a couple of meals. Before I even gave him a chance to look at my work, I offered him a clementine and a chair. He took a seat gratefully, ate several clementines and almonds, and told me about his day. It was a wild one!
We had a pleasant chat, and he left with a "be back" tomorrow. I didn't really think I'd see him again. It had been a slow show, and we hadn't even talked about my work or his store.
But he came back the next day to thank me for simply taking care of him. He couldn't believe I'd put selling on hold and just treated him like a fellow human being. He ended up placing a big order. A REALLY big order!
Other ways food can work in positive ways:
Food treats can provide a welcome distraction to children, giving Mom a few minutes to actually look at your wares.
It can also break the ice with a difficult visitor–say, the bored husband who is doing all the shlepping and none of the actual buying.
Now for the downside of offering food in your booth.
Figuring out what to offer is mind-boggling.
And lately, I'm finding that food, like demonstrating, can attract non-customers to your booth.
Let's start with food choices.
First, anything you offer should either be individually wrapped, in small packets or naturally "wrapped"–like oranges. Otherwise, you have health issues with people eating things that other people's hands have touched.
This isn't too hard, though it can be tricky finding anything other than candy that's packaged this way. Health food stores and the organic sections in supermarkets are great places to look for healthy snacks. Halloween is a great time to look for individually wrapped treats! Stock up for your winter shows then. Lunch box snacks are also a good alternative, like individual boxes of raisins and such.
Now you have a wrapper to dispose of. This can be another nice little touch–"Here, let me throw that away for you!" But still, it's just more about the food.
Then there's the issue of food allergies and sensitivities. These are becoming much more common, especially with children. No peanuts! Or anything that touched peanuts. Or anything that looks like it might know a peanut. I'm jesting a little, but I know that peanut allergies are serious business.
Chocolate is off-putting to people watching their weight. (Also the age-old debate: Dark, milk or white?) It's also messy in really hot weather. Sugar in any form is a no-no with diabetics (and with our aging demographic, including moi, adult-onset diabetes is an issue. People are really trying to watch their sugar intake.)
Very small children can't have hard candies, so whatever you provide, you may end up with small lollipops for them.
Cheap, out-of-date, bargain basement candy can be like wilted, bedraggled flowers–yuck!
If treats are chewy, they can't be too chewy–watch those fillings! If they are hard, they can't be too hard–jaw breakers have limited appeal to middle-aged people. If they are salty, they can't be too salty–now I need a drink of water!
Clementines are healthy and juicy, but also messy. You not only have lots of pieces of rind to dispose of, you have a customer with sticky fingers. (I had a packet of baby wipes handy for the guy at my wholesale show.) And even though clementines are small, sometimes people just don't want to eat a whole one.
Werther's butterscotches were the perfect choice for many years–individually wrapped, quality candy, a flavor almost everyone likes. People loved them! But the last few years, hardly anyone took them. Again, too many people watching their sugar intake.
You think I'm being fussy about this? A few years ago at a wholesale show, a buyer actually complained to me that too many artists at the show were offering chocolate as a treat! (To his defense, he was trying to watch his weight….) So many of us were providing food that we were overfeeding our buyers.
Here's the next to last item to chew on. (Sorry, couldn't resist.) Snacks at retail shows can attract people who have no intention of shopping in your booth.
I've had people cruising by in the aisle dart over to my booth to snag a handful of candy as they pass by. They often don't even look at me as they snag a handful of candy. It feels weird–like I've paid $1,100 to be at the show so I can assuage their hunger pangs.
I've had the kids of fellow exhibitors discover my "candy stash" and help themselves liberally at every opportunity–until I gently pointed out that the candy was for my customers. (To give them credit, they cut it out once I mentioned that. They aren't bad, just young.)
And as for distracting children for their parents' sake, we've seen that people with kids are rarely actually shopping. We've noticed over the years that people who are taking care of other people are usually at the show for the edutainment factor. I don't begrudge them this. I'm glad they're there, exposing their kids and companions to the beauty of handmade craft.
But amusing their kids so they can shop is more a function of me being a sympathetic mom than actually thinking a purchase is going to come of it.
I don't mean to sound cold-hearted and soulless about selling. I don't expect everyone in my booth to buy something. I love schmoozing with people and I love taking care of people in my booth.
But I'm also there to make a living selling my work. I'm not there to feed or entertain the general public endlessly. When I started to feel like the kind lady at the office who always has a bowl of candy on her desk, who realizes people are simply standing around eating her candy, I knew it was time to do something else.
Now I'm more likely to simply share MY food with customers who really need it.
I tend to bring the same kinds of food anyway–things that are small and bite-sized, easy to munch on between busy times. Things that are as healthy as I can manage at a show. Things that are comfort food.
And the notion of sharing MY food is even more powerful than that bowl of candy. If a customer really looks hot and tired, it's nice to say, "Hey, I was just going to have a clementine–would you like a few sections?" Or "I packed an extra packet of raisins–have some!"
It also says I see them as an individual who may be tired or hungry, and not just as a customer. It actually makes me feel more kind than just having a bowl of candy out.
My last and biggest reason for not having candy in the booth?
So again, food for thought. (Sorry! Sorry!!!) If none of this resonates with you, then do what's working for you.
But if you find yourself nodding your head to any of this, then don't feel guilty about pulling the food treats. Think of other ways to engage and take care of your customers.
Filed under art, booth behavior, booth design, booth display, business, craft, craft shows, customer care, Good booths gone bad, shows