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I have been selling tools that I manufacture for the last 34 years. Along the way, I have learned a few things about customer service. These principles that I have learned have helped me to satisfy and retain customers that remain loyal to me after many years of intercourse with them.
First of all, I have the philosophy that when someone purchases something from me, it is a BLESSING. To be paid to do what you love is a wonderful thing. With that in mind, I make it a point, over the phone, to thank my customers after each and every order. I also make it a point to finish their merchandise in a timely manner: nobody likes to recieve merchandise that is late and shoddily made.
Secondly, I have learned to politely say "no" to people. There are some jobs which simply do not pay to do, because they are either too time-consuming or the materials are too expensive. Working on jobs which are not profittable can cause an inordinate amount of stress between blacksmith and customer. A politely worded "I am not able to manufacture that at that particular price because of profitablity factors" leaves the customer the "out" to ask "well, at what price would this job be profitable to you"? which can lead to an order in which I can make money.
Next, I NEVER EVER let customers watch me manufacturing things. I learned this the hard way, after several customers viewed me making things for them, which lead to the inevitable question "why are you charging me so much, when you make these items so quickly"? What they didn't realize is that my speed is in direct proportion to experience and training, which are the primary factors at making a profit in this business. Auto mechanics charge hourly rates "by the book", and if they can do a brake job way faster than the "book" predicts, why shouldn't the mechanic get paid for his expertise and quickness of execution? The same formula should apply to blacksmith work, which is a very highly skilled profession.
Finally, I give a slight discount when folks pay me within 30 days of my invoice. This practice is incentive for customers to pay in a timely manner........after all, I have to buy steel, coal, and liability insurance.............and therefore hate to wait for MY money!
First of all, I have the philosophy that when someone purchases something from me, it is a BLESSING. To be paid to do what you love is a wonderful thing. With that in mind, I make it a point, over the phone, to thank my customers after each and every order. I also make it a point to finish their merchandise in a timely manner: nobody likes to recieve merchandise that is late and shoddily made.
Secondly, I have learned to politely say "no" to people. There are some jobs which simply do not pay to do, because they are either too time-consuming or the materials are too expensive. Working on jobs which are not profittable can cause an inordinate amount of stress between blacksmith and customer. A politely worded "I am not able to manufacture that at that particular price because of profitablity factors" leaves the customer the "out" to ask "well, at what price would this job be profitable to you"? which can lead to an order in which I can make money.
Next, I NEVER EVER let customers watch me manufacturing things. I learned this the hard way, after several customers viewed me making things for them, which lead to the inevitable question "why are you charging me so much, when you make these items so quickly"? What they didn't realize is that my speed is in direct proportion to experience and training, which are the primary factors at making a profit in this business. Auto mechanics charge hourly rates "by the book", and if they can do a brake job way faster than the "book" predicts, why shouldn't the mechanic get paid for his expertise and quickness of execution? The same formula should apply to blacksmith work, which is a very highly skilled profession.
Finally, I give a slight discount when folks pay me within 30 days of my invoice. This practice is incentive for customers to pay in a timely manner........after all, I have to buy steel, coal, and liability insurance.............and therefore hate to wait for MY money!
It is at this point where you give them a hammer and a cheap anvil and tell them to try making something... ANYthing
It's sad when people do not understand what goes into a product they're buying.