Customer asking and then don't buy!

[BlueGrizzlePapers]

I don't know what is happening, but it's the fourth time I have the same thing.
First someone ask me to scan 60 handwritten letters and after a lot of work she didn't bought me any of them.
The second time someone ask me if I can reserve all my movie posters for him and then he only bought one. He asked me if I could send photos of all the posters I've got. I've got about 500, finally I didn't send all.
Another someone ask me for vintage newspaper, when I had all ready, she didn't bought anything.
The last time was yesterday, I was looking for more letters and envelopes, I send measurements, new photos and all, and at the end, he didn't bought me anything.

What is wrong with me? I try to be polite with all customers, and I think my prices are not expensive.

What should I do?

[ScrapendipityDesigns]

I think this happens quite often. It's like when you go in a store, I am sure there have been times you have asked about something then ended up not buying. I have learned to get payment before I do any work, especially all that scanning you did! You should get at least half upfront if not the entire cost. Do not be shy about asking for payment first. Your time is worth money too! Sorry this keeps happening to you.

Rachel

[FarmGirlDesign]

This has happened to me too, especially in my other shop. Folks ask questions about size, colour, etc. and then don't end up buying. I have learned the hard way a long time ago not to start any orders before I get the money!

[WintergreenDesign]

Unfortunately it's just a part of business... A question or an inquiry is not a sale so I don't get too excited anymore : )

[frockfollies]

But, how many questions should you answer. I am currently on my 21st correspondence with someone. I don't think she will place an order for one of my dresses, even though I have designed something especially for her. Where do you/me as a seller draw the line?

[CarolBradley]

It's hard to know exactly where to draw the line, but at some point we do feel like a customer has crossed that line! (In retrospect, I find that they probably crossed it long before I said "enough!").

I'll do a design without a commitment only if it is something I would normally sell. When it's done, I post it as reserved for (initials) and let the customer know it's ready and reserved for them. If they don't buy it within a week, I ask if they are still interested because I'd like to remove the "reserved" from it.

I've done quite a few listings this way and only had one customer (GRR) decide she didn't want the item. I only had a GRRR moment on her because I went a little out of my comfort zone on that one and it bit me.

I have turned down a couple of custom orders due to workload or timing. :)

[CarolBradley]

A lot of sellers require a 50% non-refundable deposit up front.

[Former_Member]

BlueGrizzle, I agree with Rachel that requesting payment/deposit up front can help sort out the serious buyers from the ones who aren't sure.

Gill Linley, I've had a few custom orders that require a lot of back-and-forth convos. A few questions is ok, but when it gets to be a little much, I would talk about a deposit/purchase and mention to your customer, "then we can discuss the details..."

Just my two cents :)

[PaperPlanePrints]

Gill Linley from frockfollies says
But, how many questions should you answer. I am currently on my 21st correspondence with someone. I don't think she will place an order for one of my dresses, even though I have designed something especially for her. Where do you/me as a seller draw the line?
--------------
There is a difference between answering questions and doing design work; where you draw that line is up to you. I try to provide past examples when someone needs to "see" something before making a custom order purchase. But I direct them to my reviews and let them know they can buy with confidence. But I don't do design work before I've been paid.

If the questions are too involved, explain that the level of detail they are requesting is more than you are able to answer before a custom order has been made for them, and that once the order is placed you'll be happy to resume. It's difficult to say sometimes, but it can save you a lot of wasted time.

[KiltedWoman]

This happens to me a lot. People want to see different variations of this and that. I don't mind since I usually have time but it is disappointing when you think there's a sale coming but the customer disappears. Many people are impulse buyers and will inquire then forget all about it. If the person asks for more than I can do in a few minutes then I ask for a deposit.
As far as sending 500 photos or scanning 60 letters, I'd say no, thank you. Putting everything on reserve? No, thank you. Designing a dress without a deposit? No, thank you. I enjoy selling, I do not enjoy going out of my way for nothing.

[Former_Member]

I answer questions for free. I will design something if I'm going to add it to my line anyway. If there is a special order, I don't start work on it until a listing has been purchased, in full.

[Former_Member]

I had a request for custom listing, but the instructions were not clear, so I replayed asking what I needed to know before working on an item. The buyer never got back to me. That was more than 14 days ago. Change of heart, I suppose.

[BlueGrizzlePapers]

I will ask sone money if it's more than ask some questions. What I don't understand is why if they want I waste my time doing something fot them, they can't write me a convo telling me they don't want to buy...and I'm waiting....
I need to change my mind!!!

Thanks to all of you for understand me and tell me what should I do

[SpangGangDesigns]

I answer daily questions about the options of personalization and colors, etc. However, no matter how interested someone seems, I will not design, paint, etc. ANYTHING until the order has been placed.

[VintageArtAndCraft]

In our shop we had several customers who were asking to reserve the item for them. We are absolutely fine with it, and are happy to make a reservation, as long as it does not exceed 2 weeks.

[GodivasJewelryBox]

Wow, lots of good information!
I just happened to drop in & learned a lot.
I've had several people express interest in something special and then just disappear, too. It's good to not get too excited or put a lot of work into something until there is a sure commitment as in payment!

[MaryPowDesigns]

Nine times out of ten when someone asks a questions and it sounds like they're interested in buying, I never hear from them again.

But, I always answer everyone's questions in a polite, professional manner, knowing that most likely I won't get a response. Yet it all pays off when I get that big order that actually goes through! Then, I know it's worth it to answer all convos timely and politely! :)

However, there should be a limit to how many questions you have to answer, and design work should be paid for (or partially paid for) before work begins. I like the response "we can get into the details" after the custom order is paid for.

[WilliamsGiftshop]

Yep, everything Mary said!
I think 9 out of 10 is spot on for my shop too.

[Former_Member]

it happened to me 3 or 4 times at the beginning of the year. people were asking questions on my "choose any xxx bracelets for xx euros" and even thanked me for answering quickly and politely but then no sales....

[EAGERforWORD]

I think with vintage if someone wants something they will buy it. If they ask a question they will not! 9 out of 10 - never, 99 out of 100. The questions are generally answered by copying from the listing anyway.

[Abbazappa]

I got fed up with custom orders, especially when I was buying expensive records for clock requests, then not getting the sale. Only a couple of customers even bothered to reply and say they had got something else!
Now I use the etsy custom order forms, you can "create a custom order" from any etsy email enquiry. This gives you a chance to invoice the customer before you start any work, at an agreed price. It creates a private listing which goes straight to your customer , not into your shop, and etsy don't charge for the listing until it actually sells. Some customers have still waited 2 months before going ahead with an order! but they have ordered!
Some customers have unrealistic expectations on how long it can take to create a custom piece, so it is important to give them a time frame. also if doing design work, to state how many hours. or changes to a design you are prepared to make for the price you charge.
Custom Listings, they are easier to create than they look. Just give it a go, would recommend to everyone, has removed a lot of my custom order headaches and now I get paid upfront for everything before I spend a penny!

[Former_Member]

I think we all found ourselves in this type of situations, but with time I learned not to get my hopes high too soon. And a number of people returned to my shop 1-2 months later and bought from me.
I analysed what I did wrong in answering convos and realized that I forgot to put the link where they can purchase their custom orders (I assumed they will find it in my shop themselves).
Make the buying process easier for buyers!!!

[SangriaSilverDesigns]

"I had a request for custom listing, but the instructions were not clear, so I replayed asking what I needed to know before working on an item. The buyer never got back to me. That was more than 14 days ago. Change of heart, I suppose."

Kristina-I had this happen to me also but it turns out the person wasn't familiar with the convo system and didn't know to look...she purchased an item and custom requested a matching design and then no response. I ended up sending original paid for purchase with a letter and used her email directly instead of through convos and she finally responded. She felt bad and so did I but in the end thankfully it all worked out.

I get a lot of questions that lead to nowhere-unfortunately...

[NeatoKeen]

Wow! I have even more reason to appreciate those of you who do custom work and all of the back and forth that goes into many of your orders!

I get lots of questions and have to agree with Eagerforword…with vintage people generally have an instant connection with it and tend to buy it on the spot. If they ask questions, they generally don't end up buying. Kind of an odd phenomenon.

As Mary Pow said, kindness and professionalism is key because you never know when your patience with corresponding will pay off!

[AddaSplashofColour]

Thanks for posting this question. It is good to know that I am not alone in this situation. I find that not many people are familiar with the custom order process. Correct me if I am wrong, does anyone thing that we should place a link on our listings to the "help" page that explains how custom order works. Also keep in mind that questions does not mean sales because to landscape my front yard I got three quotes but chose one. Sometimes people compare cost and then decide to go elsewhere! I guess it is part of business as much as it is frustrating. It was good to read all your post. It has given me some idea on dealing with convos. Thanks for all your tips. Every bit helps!