General Category > General Discussion
Managing your customers expectations.
Richard Findley:
Hi
I think the point about being 'known' is a bit misleading. As turners most of us have heard of Ray Key or Bert Marsh but outside of turning their names mean very little. There are some hard core collectors that know 'who' to collect but generally a name means nothing. It's all about quality and service.
I long ago stopped worrying about how much (or more correctly, how little) other people charge - although it does pay to keep an eye on the market - but basically I quote a price and I either get or don't get the job. So far, there is plenty of turning out there that needs doing.
That said I am rather different to most turners. I don't make stock and I don't make artistic works that I then have to find a market for. I make what customers order and so am lead entirely by my customers. I find it keeps it interesting that way.
Cheers
Richard
Andy Coates:
How long is a piece of string?
Dave Regester gives a formula for pricing in one of his books...can't remember which...you could email him.
All full-time turners who make stock (of whatever) to sell at events are always up against the amateur (and that's not derogatory: simply the definition of somebody who isn't doing it as a legitimate living. IE: paying insurance, commercial rent & rates, utilities, other overheads, and declaring the income to HMRC and paying any tax due on it).
"recouping the cost of making it" is a common claim, but it doesn't help the craft and the public's perception of it.
I price based on a standard hour. And recently I decided that I don't do parts of an hour anymore. If it takes ten mins then you pay for materials, finish etc and an hour's labour. If you don't like it you can always go elsewhere.
For decorative work I price on instinct really. What can I hope to get for it? It works or it doesn't. And I only discount to repeat customers or for bulk. If asked "what's the best you do this for" I add £20.
Bryan Milham:
Gent's,
We all know about turners underselling their work because of no overheads. Also the rough formula for arriving at a price.
I want to try steer the topic back where I wanted it - Managing your customers expectations.
I'd like to thank Pete who's tried to stay with the question by mentioning the quality of his hand produced items and the fact that if you have a problem with it in the future, he'll try to assist with rectifying it for you.
What is it you do or say to a person who when given a price says, 'What!, for a bit of wood?'
Richard Findley:
To that question there are 2 approaches...
1. You can take time with the customer and explain that it takes great skill to produce each item, individually, by hand, using carefully and ecologically sourced material, hand finished and polished using specialist products that will keep your item looking good for many years to come. The item has a guarantee and you are prepared to stand by your craftsmanship etc etc
2. You can save your breath and look at marketing your work better/to a different audience because if someone asks this question (along with a great number of others I've heard) then they don't, and probably never will, appreciate the work you are doing and certainly won't be persuaded by any spiel you give.
Most of my customers come through my website or through word of mouth/recommendation, so if they come to me they already know they will get a quality hand turned item and not some mass produced copy lathe rubbish. That's the first hurdle clear. The next is for you to be professional and make dealing with you a simple and pleasurable experience so when they part with their hard earned money they do so happily.
HTH
Richard
bodrighywood:
If, like Richard, myself and others, you deal with customers personally then getting into a good relationship with them is important I believe. I have someone popping around tomorrow for their third purchase from me and that, to me, is a huge compliment. As Richard also says, the sort of people who think that we charge too much for a piece of wood will be unlikely to buy from us anyway. Perhaps we should look at our work as a more elite, quality, designer product. The sort of person who sees a hand made item of jewellery or a designer jacket as 'expensive' will be unlikely to view our work any differently. The last thing we should do IMHO is to dumb down what we do. Costing and valuing our work appropriately is important and we should be prepared to respond to customers in a way that explains that they are important to us and are getting something of value, not some old bowl knocked up in a garden shed in our spare time as I have heard it put.
Pete
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