How to get your customer's attention after they've wandered off?

[SnarkFactory]

I had a customer contact me a few days ago wanting to commission a painting. What he wanted would fit right in with my shop (usually people want to commission things I don't want to do as an artist, so I turn them down) and I could really, REALLY use the money. I explained to him the process and I gave him a breakdown of costs that included a range of price points. It's been 2 days and I haven't heard back from him. I'm worried that if too much time passes, he'll become uninterested in spending a chunk of money on custom art.

I'm thinking of messaging him again, and in a nonchalant way ask him if he'd like me to go ahead and start the work. I don't want to sound pushy and I also want the customer to think it's his idea to make me start the work rather than me pressuring him. Lol i'm not sure if that makes me sound manipulative or not, but I was excited about this and I want him to do it. Any ideas on what I should say when I message him again?

[Former_Member]

I understand exactly what your saying and I would send a causal message saying something like: Hello. Just wanted to confirm that you got my price quote and answer any questions you might have. I'm so excited to start working on your piece and I think you're really going to love it!

[xoxocrocheted]

I get this all the time (ugh). I usually send a convo 2 or 3 days after the customer hasn't responded and say something like "I can't start working on your order until the payment goes through, so if you are still interested here is the item to purchase: ____." I make it sound nicer, but that is the general idea ;) Or I would just say "Don't want to pressure you, but if you are still interested in this piece of art, I would love to work with you on it! Here is the link: _____"

I wouldn't start the work, though, until his payment goes through. I have done this and will never do it again ;)

[Former_Member]

Cut myself off....

Hope to hear from you soon!

I would write something like that.

Hope that helps.

[SnarkFactory]

Okay, I just sent a convo with a combination of what both your recommended. Hope he goes for it! *crosses fingers*

[Former_Member]

Good advices ...

I just wanted to add: do not start working on the piece before the customer has actually committed to it by buying his custom listing (or at least a 50% deposit, depending on what you usually do).

A lot of people change their mind or simply like asking sellers questions without really wanting to buy anything, so we have to make sure we don't incur losses.

[SnarkFactory]

Yeah, i'm going to do the piece whether he wants it or not, because I think the prints will do well in my shop (another reason why i'm excited about this inquiry). If he wants it though (i'll definitely require a deposit), it limits my color scheme options. Argh! If he doesn't respond to me in another 2 days i'll start the piece without taking into consideration his color scheme preferences.

[SnarkFactory]

HE DID IT! THE MESSAGE WORKED! YAY! :D

[xoxocrocheted]

Yay ;) I have also noticed that people don't see convo's a lot of the time (or maybe just ignore them:). A lot of the time I resend the exact same thing a few days later, and they respond in minutes. It is really a case-by-case basis though!

[calyrew]

Loving how this turned out! Great Etsy advice and support!

[BlackCatStudio98]

Yay!!! Do we get to see a pic when you're done? ;)

By the way for those of you who charge a 50% deposit, how do you do that? Do you create a listing for 50% of the price and then make a second listing for the remaining balance when the custom piece is done?

[SnarkFactory]

Yes, I'm hoping to sell prints of it! I'm debating on whether I should ask the customer's permission. The artist part of me is saying "It's YOUR handy work, you should be able to do what you want with the image." but the other, more sensitive part of me is saying "well.... but the customer PAID for a custom piece......."

Amy,
Yes, exactly. I set up a custom reserved listing for the customer that charges half with 0 shipping and then when it's finished, he'll pay the other half plus shipping.

[Former_Member]

Hi Mallory,

That's fantastic news, congratulations!

I've heard that it's a good idea to take the idea for custom made pieces and sell them in your shop. I would ask the customer if they don't mind first though. They will probably think its a compliment!

[MythOfTheWild]

2 days is nothing, I really don't think you should be worried. Chances are he's seen the costs and either decided that it's too much for him, even if you could work something out, or he's calculating whether he can afford it, or is simply a little too busy to respond right away.

I know how frustrating it can be when you're waiting for a potential customer to respond to a message you send them in response to a potential custom order. Give them 5 days total to respond. If they don't respond they might well not be interested - sometimes people change their minds and don't tell anyone about it, which is especially annoying for handmade sellers who could always do with the money, and -don't- get as many requests as other people think.

If after 5 days they don't respond, either send them another message offering them a small discount, or simply ask if they're still interested. If they still don't reply then they may not return. You can't force people to buy from you, after all :(

[BlackCatStudio98]

Thanks for answering my question Mallory. :)

[StuckOnSilver]

Sweet!!

[rusticcraftdesign]

...It's your art.....You don't have to ask permission to sell prints.

Unless he paid extra for the exclusive rights.

[Former_Member]

I'm happy for you Mallory!


That happened to me back in March - I created a reserved listing and messaged the potential customer back with the link... nothing.

Waited about a week and sent a reminder... nothing.

2 days ago, she messaged me back and said she was just now reading my message and that she was still interested. I sent her the link to the listing again... nothing.

????

[SnarkFactory]

Thank you Helen, I'm really excited. I'm even timing myself to see how long it really takes to finish so I can see if my price is too high, too low, or just right. So far, i'm getting the work done way faster than I anticipated. Should be done tonight :> can't wait to post it in my shop!

Kim,
I've waited patiently before for the customer to come back, and I haven't had much luck with that. I wanted to keep his excitement for commissioning a painting fresh and in the forefront of his mind. If too much time passed, I would be worried that his desire to splurge on art may have passed and my window of opportunity closed. Once I messaged him to follow up, he said yes and put down the deposit within ten minutes. Plus, I worked in a sales environment for 5 years and they'd always preach "CLOSE THE SALE, YOU HAVE 48 HOURS" lol. I hated working in that call center, but some of the things I learned there are invaluable to me now.

Sam,
Yeah, i'm definitely not going to ask permission. IMO, it would sound unprofessional.

Gina,
Try and create a sense of urgency. A customer may get cold feet if they know that the same deal will be there in "x" amount of time. They should think that this is an opportunity they may not get again if they wait. Maybe, offer them some kind of promo that's good for a limited time. Sound confident and professional, but never pushy.