Customer interaction

Marko3

Marko3

Joined
Dec 12, 2010
Messages
1,783
Hi Guys ,

I wanted to pose this questions for the guys who have been at this more than a couple of years . How much input will you accept from a customer . And how many emails to you are to many ? I am only part time but it seems like some customers think that a knife only takes a couple days or something and I really am getting tired of some people asking for updates twice a week.

I get it that people get excited and they want there product now .. I buy stuff custom made too . I know what its like . I always give them the space they need .

I am thankful I get orders . I really am and I have many people that just leave me be and pay me when I say its ready. Another thing is I really don't want to be a "custom maker" to the point that they tell me every aspect on how to make this knife they want . I would like to just let them pick a scales and that's about it. I think that's the way I am going to go moving forward. I don't need to make a knife for everyone that contacts me so maybe the best thing is to pre screen ? I don't know.


I want to add I don't want to alienate people either .

I anyone long timers have any advice I would appreciate what they have to advise .

-Mark
 
There is usually a polite manner in which to get your point across. Bear in mind that some people may read into your messages things that aren't there and sometimes you may have to explain what you meant and why you said it.
Generally, it is best to let a customer know up front what your available options are, what you will and will not do and create a dialog from there. If a customer becomes (or is) too demanding or needs twice weekly updates, sometimes it is best to explain that you also have other customers to deal with and every minute spent with twice weekly updates or pictures of every stage of completion limits your shop time, thus increasing the timefame in which their piece will be finished. Sometimes, also, if a customer is too demanding it is best to politely inform them that this is not how you do business and then offer to refund their purchase or payment so that you can get on with proper business. Contrary to the popular belief...sometimes the customer isn't always right.
You can almost never go wrong with the old mantra of "under promise and over deliver".
 
Are you giving them a date, what about updates. I will typically give them a rough date for completion and then send a email with pics of the knife at various stages. If I am running behind I let them know. That being said, I try to minimize the custom orders because it does require more effort and sometimes they like to change their minds.
 
Perhaps after considering the proper wording of the kind of response you think is best to the customer you could put those outlines on paper. As you might have a printed warranty that comes with the knife explaining what would be in or outside of the warranty etc., you might also have your guidelines of how you work in a printed sheet that accompanies the written estimate. These guidelines could explain to the customer, as Karda mentions, that you are in the shop and cannot take phone calls and that options are limited to such and such, and that YOU will provide updates at certain specified intervals and so on. Helping customers understand some of these things up front may give them more reasonable expectations. It can also give you something to point to as a reminder to the customer when they get a bit over zealous. Either way, it's a nice problem to have. Keep the customers coming!
 
Hmmm.. I think that is a decent idea of have pre written guideline's of how you conduct your business and how you expect your customer's to conduct yourself during the work order might be a good starting point. I will say this again most people are very realistic and don't bother you at all and then there is that one person that just gets under your skin.

I am not new to business because I run a small contracting business for 25 years . I can handle them no problem . I think maybe with being so new to knife making I just need more experience dealing with some personality's . Plus its hot as a hell right now and maybe patience is in short supply right now.

As far as giving timelines I usually saw three to four weeks but the progress report requests start at week one. I try and post stuff up on facebook as I go and as I feel like it . Just not on demand or a specific customers order. Hey I am extremely thankful that people request me to make them a handmade knife .
 
I no longer take custom orders for the reasons you gave. Trying to figure out what a customer wants is time consuming and can waste a lot of time. It seems there is this person that wants to make changes on a weekly basis. When I first started 34 years ago I took custom orders because I needed the money. Now I sell everything I make without the problems custom orders can bring.
 
I know of several knife makers who have stopped taking custom orders for just that reason and my best friend will drop an order (no money up front) if they cant make up their mind. also D.E. Henry, that is all.
 
I have been making knives for a little over five years. I have sold over 350 knives and no longer even count them. I refuse custom orders no matter what the price and make what I like . I can't keep any knives...they all sell. I now believe any maker who gets proficient at knife making will have demand that more than meets his output. It is my opinion that I make less money on custom orders for a variety of reasons and am much happier turning them down for a variety of reasons. I am a full time maker but do not rely on knives for my living so now I only make what I want and am much happier.
 
I didn't come into this business just for the knives.
I came into because of the people, as well.
I enjoy the interaction I have with my customers. And I enjoy working on projects WITH them.
As long as the project fits my guideline of knives I enjoy making - we're good to go.
But I also like the challenge of new ideas that my clients may have.

I just have to set the guidelines up front. If they have something in mind that I have no desire to incorporate in my work - I nip it right then and there. Just say "no".

Make things clear at the beginning.
 
I don't sell knives but my business lives and dies by communication. Especially setting and maintaining expectations. Look to analyze the sticky points and make operational changes to address them. Getting an outside opinion can sometimes help.

It seems you have already gotten some. How can you address the fact that people think it takes little time to make a knife? At what point is there something you are doing or not doing that is contributing to the issues?

Many issues are communication issues.

Though there are jerks out there you may have hit on something to improve your problem. Give them a suite of choices. See if it helps. See it it kills your orders. Good marketing attracts what you want and repels what you do not.

Be clear on timelines and communicate when you hit milestones. Accept that they want to know what is going on. They are excited to get your product. If you like the custom knife except for the customers that will come out in your communications. Exceed their expectations and reap the benefit of repeat orders, referrals and grow your reputation.

I bought a Bruce Bump file guide by the he addressed someone's concern who had bought his product. Professional beyond that person's expectations. I was impressed. So was that person. So he kept his client and gained another. Maybe more.
 
When I take an order and the customer tells his wishes on the knife that is where we're
at for now. I put those specs on paper with the order.
I then tell the customer when the time gets closer to begin his(her) knife I will get in
contact with them, - go over materials and specs again and if all is good I start the knife.
The most its ever taken is a phone call. And as Karl said above I enjoy talking to customers.
If theres something I'm not comfortable doing we get that straight from the beginning.
Ken.
 
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