Today I found an excellent article by Rena Klingenberg on dealing with difficult customers. You can read the article by clicking the title of today's entry, DIFFICULT CUSTOMERS and scrolling down about a third of the way down a very long page. Be patient--it's great advice!
I like it because Rena's advice echoes my sentiments on customer service. Even when you are dealing with a difficult, unreasonable customer, find positive ways to get through--or even end--the transaction.
I'm knocking on wood here--I've had some lengthy transactions, and even a few difficult ones. But so far, I haven't had to "fire" a customer (as Rena puts it.)
Some have stretched my patience and pushed my buttons. But I also know that sometimes I've become a better artist--or at least a better human being--for my patience and forebearing.
Sometimes working outside the box has stretched my artistic vision, resulting in new designs and new design solutions.
Sometimes, as Rena points out, I've been forced to rethink my policies about special orders, returns, and repairs.
Sometimes I've just learned how to set better boundaries.
And sometimes, I've learned to see beyond the immediate annoyance, to recognize the heart of a dedicated collector and fierce supporter of my work.
So this week between the holidays, take time to think about your return policy, your procedures for doing special orders, and how you will handle repairs and remakes. Think about being the professional artist you want to be, and create the policies that will support that.
Be sure to leave a little wriggle room, too! Sometimes we ALL deserve a break.
