Advice Needed - Updates for special order customers

[creativemind]

Hi! Over the years I've had many custom orders for knitted items, and they have actually been quite rewarding for me.

I recently (today!) had my first custom order that went bad. Basically, a repeat buyer asked for a large (10) quantity of one of my knitted caps. I've been working on this project for months, and now the buyer has backed out. We never finalized our deal, but I had to get started on it because of how long it takes to make each cap. I'm not worried about being stuck - I can sell this item easily.

However, the e-mail from the buyer terminating the project was quite rude, and very accusatory. I keep re-reading it, trying to find some good to take from it.

At the time I started this project, I was in the middle of filling another custom order. Because this one was so large, I now have several other custom orders stacked up. One thing I'd like to do, to prevent future problems, is send or provide these customers a periodic status report. My question is, what is the best way to do this? Start a customer e-mail list? Cut and paste into individual convos? Send links to my blog, where a weekly or bi-weekly update is posted?

I'd like to just write one little report - such as: May 14 - starting Mary's custom order for a red cap. Accepted requests from Joe from AZ, Bill from MD, and Trish from PA. Stella's order for catnip toys is up next in the queue. Then the next week: May 21 - Shipped Mary's red cap, Working on Stella's custom order for catnip toys. Accepted requests from Jenny from IL, and Ken from CA. Joe's order for a blue and white cap is up next in the queue.

That way, I think people will see that I'm working on projects, that I haven't forgotten them, that items are moving. I worry that if I just send them individual messages saying I'm working on it, or I'm getting to it, that they'll think I'm lying, or just lazy, or irresponsible. They won't see the whole picture.

I think about my custom orders all the time. I've been putting aside other projects just to work on them. As I'm making one, I'm planning out the next one. How can I relay this to my customers without overloading myself with the extra work of too many e-mails that take away from my knitting time?

Any thoughts or advice on this problem would be greatly appreciated!

[PAPERFLORISTS]

Sorry you had a bad experience. I love custom orders, too. I always get payment up front. If I have a particularly large order I will send periodic personal updates. Buyers seem to appreciate it and it really doesn't take too long to send a short message.

[Former_Member]

Sorry you had a bad experience with a custom order.

Whenever I'm doing a custom order, regardless of the size, I always request a minimum of 50% down before I start the design work (or if the cost will be less than $50 then I request the full payment) with the balance to be paid within a certain time frame after that.

To me its not an order until I've received at least the down payment. Until then its simply an inquiry.

When I have multiple orders ongoing (which does happen from time to time) I simply send a quick note to each customer advising them of the status of their order on a fairly regular basis.

As for blocking out time, I have a certain amount of time each week that I can dedicate to custom orders and when someone inquires, I simply let them know my schedule.

Most years beginning the fall I start to get quite a few orders for my fisherman ski sweaters. They take many many hours to complete and I still have people inquiring in December as to whether or not they can get one delivered by Christmas.

[KiltedWoman]

You don't have to send out a play by play of what you are doing. As a customer I would find that to be too much info. I want to know how my order is going, not Mary's or Bob's. I like to send a short note every 2-3 days with an estimated time of completion. 99% people will be satisfied with this. If you have so many customers that you can't send a few emails then it is time to stop accepting custom orders until you get caught up. I've had several custom order requests that didn't pan out lately. Not sure why this is happening!

[Former_Member]

I think the best way to update clients on the status of their purchase would be an etsy convo or a direct email, rather than a blog post. I think most people prefer personalized customer service.

I also think that you should have your custom order customers pay up front. I do, and I have never had anyone have an issue with it.

[Former_Member]

Don't let one inconsiderate buyer make you feel bad about your work or your customer service! Your reviews are all incredibly positive, and reflect the quality of your work and your shop. It's hard not to take such feedback personally, but it's clear that this problem didn't lie with you!

I agree with what has been said above about not needing to broadcast your workflow. Not only is it "TMI," but it is more work for you AND gives fussy buyers more to pick about! Good customer service is about making the customer feel like they're the only one on your mind, even when you both know it's not true. In general, they simply want to know progress on their individual project, and even then, just getting it shipped out within the expected time is all that's usually necessary.

The only time I regularly update buyers on my progress is in these cases:
1: The project is very large (in my case, meaning months between order and shipment)
2: Design confirmation/color check

Otherwise, I simply make sure my "ship by" date gives me enough time to finish. Often, I beat my deadline and the buyer is even happier by the early surprise.

[Former_Member]

Don't take it too hard; things like this make us better sellers in the long run.

I don't think it's necessary to update them all the time; just give them a single turn around period like 'three weeks from order date' or something like that. ALWAYS get payment up front, whether it's partial or whole. I personally have custom order buyers pay whole up front, and give them 24-48 hours to change their mind for a full refund. After that, I keep 50% whether they change their mind or not because I already started making it. It's up to you, but create a policy and let them know up front what they are getting into.

[Former_Member]

I do custom work, although not here on Etsy. Giving each customer a time-frame for the completed project has worked well for me. I add extra time for myself just in case something comes up that delays finishing the project. Before I began giving a time frame, I was asked constantly by my customers about the status of each order. Since I always have several custom orders on my desk, it seemed like good idea to estimate the time it would take to finish the project and let the customer know. Now, no-one asks about their order and I don't update the status unless it looks like the work will take a little longer than I thought it would.

I always ask for full payment up front before the work starts.

Asking for full or partial non-refundable payment up front and giving each buyer a time-frame is very important for a successful and happy working relationship.

[creativemind]

Wow, Thanks for all the great advice! What I'm gathering from this is:

1) I need to set up a system, a spreadsheet or notebook or something so that I can track the custom orders better, and keep track of how often I provide my buyer any updates. This should also help keep track of the details of their order.

2) I need a cutoff time when I stop accepting orders if there is a backlog. I'm thinking of nothing more than 3 months out at this point. But I can log their contact info, and get back in touch with them once the slate clears and see if they're still interested.

3) Like many of you, I need to start asking for at least a down payment in advance. Perhaps only with the new customers to start. I've hesitated to do this, but it would assure me that the buyer is serious.

I will say that everything I've made for a custom order, I've never been worried that the customer would back out. I always figured that if they did, I would just sell the item in the shop. I usually like everything I make, or I don't think I could make it!

Thanks again!

[AuraRosesTreasures]

My Buyers are always fine with paying in full, in advance.
Unless you get full payment AND a Contract Confirmation, you are asking for an experience not unlike the one you have had.
It's one of the top 3 worst experiences you can have as a Seller.
Live and learn.
Additionally,
I would consider reporting the rudeness to Etsy, depending on whether you consider it some form of verbal abuse.
Best of luck in future.

[creativemind]

Aura Rose, you bring up another question that I had that I was going to make a new topic for, but I'll just ask here - the custom order that went bad - after the buyer initially purchased 2 items from me through Etsy, with good comments and feedback, then he sent a convo, asking me to e-mail him directly about a "project". So this order for 10 caps all happened outside of etsy, directly through e-mails.

Maybe that should have been a red flag, but I've had other requests outside of etsy that have also been successful. I hate to turn down potential customers. What do you all do about that? Insist all transactions occur through Etsy? Or take your chances and work directly with a buyer? Does Etsy offer any kind of protection, provided you work according to their guidelines, that would make you more inclined to insist on this?

[GreenStreetMosaics]

Hi Annie:
I frequently deal with multiple custom orders at the same time and am happy to offer some advice from things that I have learned.

First, I do all custom orders through Etsy -- even inquiries that come in through my independent, stand alone website. Here's why: orders through Etsy are protected. Read more here:

https://www.etsy.com/help/article/4669?ref=help_search_result

Also, my standard turnaround time for custom orders is about three weeks - which I am upfront with in all communication and listings. After the buyer and I agree on the details and the customer places an order ( I do 100% up front for custom orders) I send an Etsy convo when I have started their mosaic with a "progress picture." When the order is ready to ship, the customer receives the tracking number (auto generated through Etsy) and a final photo (from me via Etsy convo) with a "sneak peek" photo or two of the finished product. Most customers are *very* appreciative of the extra communication.

I have an internal list of all open custom orders that I work on in the order they were received. I make sure to give myself ample time to complete all custom orders and keep the customer informed if, on the rare occasion, there are any delays.

Hope this helps! :)

[Former_Member]

Annie, my general rule of thumb is that if the customer initially contacts me through Etsy then everything is done (including the sale) through Etsy.

However, if the customer contacts me via email or by phone then I'll work out the details and follow up with an email and do a direct bill though paypal.

Many of my customers have been with me long before I opened my Etsy shop or have seen my work at an art festival and contacted me after the fact for a custom order.

For me, Etsy is simply just another selling venue.