Changes on custom orders

[twowhiteowls]

Not very often, but more often than I'd like, a customer will make a change on a custom order. Most of the time they catch me before I've started making their item. But sometimes they change their mind at the last minute, when the item is being made or already finished.

I always tell them "sure, no problem I can change that for you" and will literally have to throw it in the trash and start again. Because I'll probably win the lottery before someone else buys the same item in the same color and with the same name on it, lo!

So my question is; am I doing the right thing or should I just tell them sorry your item is already being made/finished and I can't change it now?

What would or have you done when this has happened to you? And I'm not just talking about personalized items but also things in unpopular colors or styles that no one else is ever going to buy.

Jacky

[Former_Member]

Hi Jacky,
you are sweet for doing that for your customers and some people are fine with doing things that way.. but I for one, would not!
It takes a lot of effort to do custom orders for people and for them to decide to change their mind last minute would be out of the question for me to just "eat". I would politely tell them that you have already made it to their specifications and if they are now changing their mind, it will cost $___ because you have to start over. I might not charge them the same amount as the initial custom order, but definitely something for your time and the materials.

[threestonebirds]

I agree with Gina. Eating the cost of such requests will only hurt you in the long run once the cost of wasted time and materials starts adding up.

Before you started work on a custom order, I would inform the customer that any additional changes after they make their purchase will result in a fee to compensate you for the inconvenience. How much is up to you, but making sure they understand and agree to this might help cut back on such requests.

[kalicat]

I always tell them when sending teh quote than once approved, changes are not possible anymore or if neededm they will incur charges.
As they are aware before hand , it is much siompler to deal with
x

[twowhiteowls]

Thanks for the responses. I agree, it's not a good practice and will definitely add up in lost time and $. I like that idea of charging extra for changes, maybe that will deter it. I also really like the idea of letting them know about the fee before they purchase. And I think I'll also put some sort of message of the like in the Message To Buyers box.

Thanks :)

[SkySpiritStudios]

Jacky,
Your listing should be your contract with your customer and written as such. As a Custom Listing needs to have guidelines and time frames that are clear and exacting to save Both Parties time and misunderstandings.

I learned the hard way too, so I certainly understand the frustrations.
I gladly share a link from one of my sold Custom Listing items that is public to anyone who searches. I hope this example of verbiage/presentation is helpful. Also note that in this instance, the customers color choice did not end up red, they ended up blue:) When I painted the prototype the color the customer originally wanted, I knew immediately that it would not work; so, I painted the design she wanted also in an alternate color I felt worked. She loved my alternate and we went with that. I was still out time, but it sure did make my day to escape what could have been costly in many ways.
(sometimes customers don't know that what they want will not work so they need an out:)
https://www.etsy.com/transaction/88754147
Best always+++
Deborah
Skyspirit8Studios

[twowhiteowls]

That's great Deborah, thanks so much for the link. It's very helpful! I'm going to adapt some of it to my custom listings, if you don't mind :) I love your all your glasswear btw, it's beautiful!

[Former_Member]

I always make designs and don't finish them off with crimp beads and clasps before the customers seen it so I can easily go back and change little things but I make sure I let them know - when the crimp beads go on that's it! I'd probably make them more aware of the stage you're at in their order and not let them change designs after a certain time especially when it's not something you can sell on

[SkySpiritStudios]

That's great Jacky, I don't mind. Glad to be of assistance. mwah! Thank you:)