Special orders

Stuart Willis

Stuart Willis

Joined
Nov 6, 2006
Messages
1,011
I have always had special orders on my hawks by people wanting different handle materials,different finishes a little thinner here,a little longer here,etc,etc. Which I make for them without problem. Here lately I have had a run on people contacting me saying I really like this certain style,but then they want to deviate so much from the original style that it doesn't even resemble anything I have on my website or have every made. They have also been wanting me to add embellishments to the handle that I have never done. All this without a picture,drawing or anything. I know we are considered custom makers,but where do you draw the line. Just wondering how the other makers handle these request.
 
I know where you are comming from, I have been tempted at times to stop taking special orders all together. It is nice to just make what you feel like at the time. However sometimes the challenge is nice as well...
 
I hear you Stu,that's why on special orders,I send them to you:D.But you are right it can be a big pain in the a$$,there are some things you know you can do well and others require a learning curve,which takes time away from your straight forward orders-----and then to hear:confused:- that's not what I had in mind:grumpy:-lifes a bitch then you die;)Regards Butch
 
rocketmann said:
I know where you are comming from, I have been tempted at times to stop taking special orders all together. It is nice to just make what you feel like at the time. However sometimes the challenge is nice as well...
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Louis I know it is sometimes tempting. So many times it is: I really like picture so and so "BUT" can you change,change,change this. If they would just pick a shape it wouldn't be to bad. I can adjust dimensions and finishes. If they don't like what I have on my site. Could they not at least send a drawing? I don't want to stop the orders,but I am thinking of rewording my site to say: "this is the styles I offer"

butchesforge said:
I hear you Stu,that's why on special orders,I send them to you:D.But you are right it can be a big pain in the a$$,there are some things you know you can do well and others require a learning curve,which takes time away from your straight forward orders-----and then to hear:confused:- that's not what I had in mind:grumpy:-lifes a bitch then you die;)Regards Butch
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Maybe your where they are coming from. I think I'll start rebounding them back to ya:D
 
Well it kinda depends on how hungry you are. If you have a back log of orders ask if they would like to be put on there also and when their number comes up you can discuss some of the those details. I employ other makers to do some of the things I cant do yet such as embellishments. I dont see anything wrong with that. It makes it a special piece and only more valuable than if I try to do the embellishments and screw them up which lowers the value of the piece.
 
I know you guys are the same, but I won't take a custom order unless I know it's something I can do and do well. Maybe you can make a list of alterations that your customers could choose from. Such as different handles materials, or slightly different ax designs. Or charge them a premium for custom work that is out of the norm. If they still want it, then make it worth your while to make it.

--nathan
 
Stuart, you are the maker they are coming to YOU not you to them, you need to make it clear to them what you need to make they're design.
 
I am lucky that I have a 3 month back log most of the time....It gives me time to mull things over and experiment a bit.. I have had to throw in the towel on one occassion.. I never could get it to look good to me, so the customer never got to look at it and be disapointed. That is why I do not take deposits.. Keeps those bad feelings and the pressure at bay...:cool:
 
Sam good point. That is my fear about it. That is to have a break down in communuication. When someone just tries to tell me what they want. It may be that I am seeing something totally different in my mind. If they can't seem to send me a pic of their idea. I should draw it and send it to them to critique.
 
Louis, Know what you mean again. I have about a six month back log and I don't take deposits. It seems like I have spend a lot of time lately trying to figure out what certain ones want. When I should be in the shop getting out the ones that I know what they want.
 
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I think it all boils down to what your comfortable with doing. I have a lot of folks who do the same thing to me. "I want a knife JUST LIKE...... BUT I want this, and that, and this, and that.

Well by the time they are finished, its not even remotely the same knife, and most of the time they are offended when I quote them a price, saying something like..... Thats not the same price as it started out! To which I reply, "No, because its not the same knife (or whatever). I learned a long time ago that you cannot let yourself get caught in that trap.

When you start putting "add-ons" into a knife or hawk, it becomes what I consider a "highly customized" piece, and the client has to understand that if I think its not something I can easily re-sell if they don't like it, then there is a no return/no refund on that piece.

In many instances, I think a customer just sees something and thinks "Wow! Thats cool!" and without thinking about it, decided they want it, only to find that having is not such a grand thing as wanting.

Do what your comfortable with, and don't be afraid to listen to your instincts on things that are questionable.....The customer is always right...just sometimes their a little misguided.
 
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Thanks Ed. I think maybe on some I will listen to my instincts and stay in my comfort zone. I had rather turn one down than to have a dissatisfied customer.
 
I have one customer in particular that likes to challenge me with one of a kinds I have never done, or techniques I have never used. Most are things I have been wanting to do anyway, but got put on the backburner. He once wanted me to do a thing or two that i advised against, but did anyway.Once I sent progress pics he did'nt really like the results, so I was ask to change it and do what I wanted to in the begining. Now he has learned to give me a general idea of what he wants with materials that he wants, then leaves the rest to me, which works out best for all, and in the end he is always thrilled and starts thinking ahead to the next order. My point is I want to do my best to please this customer becase he spends a lot of money, but I also want to put out the best work I can, and many times that is simply doing what I know I can do and do well, but I also like the challenge of doing things I don't normally so, so I rise to the challenge:D
 
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Stu,
I do things kind'a like Randall does their stuff. I have certain patterns I offer with certain materials. There's enough choice there for customers to find something for whatever use they like and I don't deviate much. But I'm a part-time maker so I can afford the luxury of doing it my way.
Sometimes the hardest part of this business is being able to say "no".
Later,
Iz
 
How about putting a list of the different elements that you offer and they can choose from; ranges of sizes, shapes, colors etc. and if it aint on the list you don't do it.

Personally I hope to someday offer knives for sale when I feel confident in my ability to offer a satisfactory product and I am pretty sure that I will never do any type of engraving so that is a request that I would have to decline. Sure it could be farmed out but then it wouldn't be 100% crafted by me. I would feel better pointing them in the direction of the person that could fulfill the order.
 
Hello friends,

I haven't gone anywhere near pro knifemaking, but have done buckets full of goldsmithing and jewelry making. I had four basic levels of products and services: customs, my original creations (one offs), my reproduction designs (sounds like what you guys are talking about) and repairs. Each level needs to be handled somewhat differently.

You can use your "reproducable design line" as a kind of base line. Mods cost more. The additional fee varies depending on the degree of modification. It's pretty simple really. Just depends on what you're comfortable doing and how much of a sense you have of how much in time and materials (usually time) the mods will take so you can bill it out right. True, customer education is often required so they can come to understand the differences too.

In jewelry, when I was starting out every order was a learning curve so I usually earned a pretty low wage. Once I got better at doing my work and estimating its cost I made more. I always thought it was a reasonable pay/earn as you go process of development.

It did take me a while to develop a "co-design process" for custom orders. It was the rare customer that could provide a sketch. I would render that based on my understanding of the customers requests. Sometimes there would be two or three such design reviews, often with wax mock ups. This can be very rewarding when you develop regular customers like John Cohea posted about.

Stuart, it sounds to me like your making good progress both with the quality of your work and your customer base. Seems like this kind of business growth challenge is the kind you would want.

All the best, Phil
 
I have had a few of these in the past. For the most part I have been able to work thru their requests, When they recieved the order they really liked it and ordered other styles. Sometimes I feel like I am being tested. When a person request something that seems ridiculous to me. I just don't want to offend them in fear of losing a potential customer or repeat customer. So basically it happens to all of us and we have to deal with it.
Thanks for all the great responses so far. It has helped decide how to handle some these specials.
 
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