Customers with Bad Attitudes

by Paula Hisel
(Simply Beadiful)

Bridesmaid bracelet by Paula Hisel

For the last three years, I have been a small jewelry business owner.

During those three years, I have attended several arts and crafts fairs and festivals. Normally it is a great place to not only sell jewelry, but to network with the local community.

However, after today's festival, I am seriously concerned.

I was quite surprised by the general attitude of the people who stopped by my booth.

Many were complaining about my products (you don't have the right color; why don't you have a different size; your jewelry is too expensive; etc.) which after awhile I started to find offensive.

Normally, I try to smile and find a way to talk to the customer and find out what I can do to help them find what they want (within reason), but today I was very put off by the entire situation.

What I'm wondering is:

a) Has anyone else seen this lately, and if so, what do you do in this situation? and

b) With the changes in the economy, have you seen changes in the fairs and festivals that you're doing? could this just be a by-product of a less-than perfect economy?

Like I said, at previous fairs and festivals, I have very much enjoyed interacting with the public and had a blast, but this one really threw me for a loop.

I didn't change anything or do anything different - I'm the same girl and jewelry business I was last month.

I'm just curious to know if I'm the only one (please say no!!!)

Thanks!

Paula Hisel
Simply Beadiful

Comments for
Customers with Bad Attitudes

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Rude people at shows
by: Rena

Paula, I'm sorry to hear about so many rude people in your booth at one show.

Their bad behavior reflects on them, NOT on you (nor on your jewelry). They CHOSE to be unpleasant in a situation where it wasn't at all warranted.

Even if they wanted your jewelry in different colors, sizes, etc., they could have discussed it politely with you. No rudeness was necessary.

Since you've already done several shows without this kind of wave of negative shoppers, it sounds like a one-time fluke. Is it possible that particular venue simply attracted people with bad manners?

Human Nature and the Economy
by: Anita - Diamond Girl Crafts

Last week I had a lady at my booth who picked up every piece of jewelry and had something negative to say about it. I finally said to her, "if you don't see anything here that you like, perhaps one of the other jewelry vendors has something for you", and pointed her in another direction. She got the hint and moved on - phew!

Anyway, I think because people don't have the disposable income now to buy what they want, they have to justify to themselves why they can't buy it - i.e. it's the wrong color, the wrong style, etc. It's just human nature and the economy.

Kill Them with Kindness
by: Quotentials

I have been very fortunate not to hear many negative comments at the few shows I've done. When I have heard them, I try the "kill them with kindness" approach. Plan ahead. Anticipate the kinds of comments you may hear from the occasional rude customer, and come up with answers to those criticisms ahead of time (that you can deliver with a smile ;-) ).

When a customer complains about the cost, just smile and "feel their pain," while assuring them that you understand the sticker shock. Agree with them that they may find something elsewhere for less, but that your designs are one of a kind, individually made by YOU, using only the best materials.

If the complaint is regarding the absence of the color or style they want, open a discussion about custom work that you design just for them.

Most people appreciate the fact that what they are buying is made by the artist they are are talking to, not some random factory worker in another part of the world.

Good luck. I know it is difficult to hear others complain and criticize, especially when they are talking about something you have put your heart and soul into. Just stay confident and proud of your work. It will show when you talk to them.

Pleasing everyone.
by: Barbara

I have come across similar situations dealing with co-workers. I have been designing and making jewelry for about 4 years now. Other than a small boutique on South Beach, the majority of my sales come from my co-workers. I take great pride in making beautiful jewelry using budget friendly materials. I don't work with gold or pure silver because my customers are looking for affordable items. Occasionally I do come across the "discernible" person that turns their nose up to "costume" jewelry. The first time my jewelry was referred to in this manner, it upset me and big time. Now when I hear that term I calmly let them know that the jewelry I make is one of a kind items and that the jewelry they are mistaking it for is mass produced jewelry they can find at their local mall.

It's hard to separate yourself from your jewelry when each piece is a labor of love and a piece of yourself. I guess in the end, everyone is entitled to their opinion, but we as jewelry makers are entitled to our pride. Don't let them take it from you.

oh, yeah...
by: Barbara

It's not just you! I've heard real doozies come out of people's mouths, and their comments largely are out of ignorance. We live in a Wal-Mart world now.

I wonder sometimes if it's a combination of a fear of dead air as well as a sense of inferiority. Many people are afraid of silence, so there are no brakes on what comes out of their mouths, combined with the fact that for a lot of people saying something negative makes them feel superior, that they somehow "win" by saying something negative or hurtful to another person, and all the better if it's a total stranger.

It's true, though, there are those shows occasionally where it seems like everyone has something negative to say, and it's so hard to keep smiling. I repeat a little mantra to myself, "I have regular customers who love my work," and it keeps me positive. I can't change their attitude, but I sure can control how I respond to them.

Barbara

thanks barbara
by: Anonymous

thanks for your comments barbara. although i hate to hear that other people have had similar experiences, i'm glad to know that i'm not the only one.

and i agree that each piece of jewelry is personal--it's like a child or family member. we spent lots of time and creative energy making and planning the jewelry and i always want to make sure its going to a good home.

thank you everyone for your comments. :)

costume jewelry comments
by: The Chic Peach

Sometimes people ask about metals because of allergies. It's a legitimate concern. Inform them that gold or sterling silver would greatly alter the final price of the piece. One of the nicest compliments I received was from a woman who had severe metal allergies. She looked at my jewelry and said "This is when I really wish I wasn't allergic to metal and could wear jewelry. Your pieces are beautiful". If you stress the value of using alternate materials, that usually helps. Some people are just grouches!

When people turn up their noses at costume jewelry, I remind them, (with a smile), that Coco Chanel made a very good living designing costume jewelry and I'm happy to follow in her footsteps. That usually does the trick. If not, I politely thank them for stopping by and focus my attention on another customer. The bottom line is that it's costume jewelry. It's about fun! What does that say about a person who takes the time to stop and pick apart your work? Send her on her way with a smile.

I recently had a customer complain that I didn't make all my own findings. Obviously she didn't understand the basis of my work or the huge banner at my booth that said, "Vintage re-vamped jewelry". Hello?!

Finally, don't let these Nasty Nellies ruin your day. There will be plenty of people who will enjoy and appreciate your work. Take care!

Rude Behavior of Customers...
by: Cat

Ah, yes, the customer with attitude...first, let me assure you of one thing...you are not alone!

For the most part, people come to festivals and handmade events because they are looking for "different", and are quite pleasant. However, lately it seems that the economy has turned people into complainers. They seem to think that everything should be "dollar store" priced.

When we work so hard to bring unique, handmade items to the community, it's never easy to hear comments such as the ones you had to put up with. I believe these kinds of people will always stalk the handmade artisan, seek him or her out just to regale them with "what's wrong" with their booth, jewelry, prices, etc.

Don't be discouraged. I have found it difficult also, not to come back with something snappy. In fact, physical reactions have popped into my head at times, as well! Like the Twilight Zone, I imagine them with no mouth suddenly...haha. But, of course, we smile and or walk away if we can't control our body language.

I believe that a good portion of these people are, and here it is..I'm going to say it, jealous. You have a talent that allows you to create beautiful things, and here you are at a festival, selling them, making a living...how dare you. I can't tell you how many times I've heard, "Bob, Sally makes jewelry..she could do this stuff"...and so on. Well, Sally didn't invest in a tent, tables, linens, risers, jewelry supplies, tools, marketing, business cards, rack cards, fliers, advertising, online shops, etc.... so where IS Sally, anyway?

Don't let the turkeys get you down...remember what they say about flying with eagles! Try to concentrate on the beauty that surrounds you in your own booth...your creations. Be proud of what you do, never apologize for your prices, and hold your ground. The next customer will say these words to you, "I love these, because they are so DIFFERENT!".

Think of it this way, the ones who do nothing but complain and tear you down, don't deserve to wear a piece of art anyway...let them go to KMart.

Chin up!

Cat
Chatty Cat's

I have to agree
by: Diana

I have to agree with all the comments-I've been in the 'same boat'. I do one of a kind pieces and sell at Craft Fairs and to a couple of shops. It is hard not to come back with a 'nasty' comment because most people do not have any idea how much it takes to be in this business. The worst comment I ever had was from a lady who, looking at a string of pearls that I had hand knotted and wanted $35.00 for said that she could get it on some Home Shopping show for xxx amount-I was so stunned that I could not reply. Thinking about it later-it was probably a good idea that I could not say anything. I've learned that I need to let these kinds of things justs go past me. I am like previous commenters-and I have decided that all their comments are true-people don't have money these days-some say how much they like my things, and some feel that they have to be nasty-take pride in your work and know that even if you don't make a sale to that person, there is probably someone out there who will buy your work and really, really enjoy it.

Rude Customers
by: LaSirene Designs

No, you are not alone! And though I say, "don't take it personally," it's hard not to take it personally, because your jewelry creations and your jewelry business are 'personal'.

I can handle the rude customers (especially after working retail), but what has really stuck in my craw are the customers who ask me (after picking up a gemstone necklace with Bali silver, marked for, say, $35) "would you take less for this?" I've come real close to jumping over the table and saying "lady, this isn't a garage sale!" Luckily I restrained my urge and smiled politely and proceeded to explain about the beads, the time involved, etc. She didn't buy, but she did leave alive!

Been There
by: Carol

Hi, it's good to be able to ventilate a little about rude customers. I, too, sell my hand-crafted jewelry at art shows & fairs. And yes, the economy is having an impact on my business. I've found 1) less people attending shows and 2) people attending buying lower-cost items. However, there is still a strong core of attendees who are looking for unique handmade jewelry and I love them!!!

Another trend which other crafters have brought to my attention is the ignorance some people have about handmade arts & crafts. They blame the predominance of stuff made cheaply in China, S. America, etc. There is no way to compete with this stuff! Only those with a little brains & class know the difference. So, you have to target the brains/class folks. The others are usually there not to buy but to browse/criticize, etc. I've found that steering them to my lower cost items, and pointing out the difference between handmade and mass import sometimes works, and sometimes doesn't. I steer the ignoramuses over to the beer, wine, etc. Maybe they've had a little too much already! (Although sometimes a little wine helps sales!)

I do blame the organizers of craft fairs who claim they are juried, but let in a lot of mass imported junk. It is very frustrating. I was at a show where someone had a double booth of gems set in filer, selling pendants for les than $10-15!!!! Obviously they were not handmade, but of course they attracted a huge flock of buyers. There's not much we can do about this but complain to the organizers. In fact, I've thought that crafters need to be a stronger voice with the organizers. UNION! (Well, at least get together and voice our concerns.)

What do the rest of you think?

thanks again
by: Anonymous

thanks again guys for sharing your experiences...and for being so entertaining in your delivery! i am feeling encouraged and ready to try again.

Rude Customers
by: Peggy

I have had a few rude comments from customers about prices too high, too big, too small, not the correct color, etc. I just politely listen, help if I can, and then move on.

But the one person who I wanted to slap silly was the woman who picked up a sterling silver pair of earrings that I had wire wrapped, and loudly announced that "I could do this! Anyone could do this, it doesn't look that hard to do." I politely told her that I do all the wire wrapping by hand, and she asked if I got my beads at Wal-Mart. And she just wouldn't stop blabbing about how she could make earrings, and it looked so easy.

I finally said to her that if she is serious about getting into jewelry making that she needed to buy lots of supplies, and I rattled off a long list of the different wire gauges, all the tools, different beads, and the cash to start it up! She paused for a few seconds, then said that she had seen the "thing that goes into your ear" at Wal-Mart in the craft section. Yup, ah huh, I'm sure they have them there, but not hand made, and not in sterling silver.

I was so upset, but then another customer came into my booth and I focused my attention on her, and the loudmouth finally left!

I Agree With Anita
by: Jewelry By Joanne

I agree with Anita of Diamond Girl.
Folks just don't have the money to spend now, and MUST justify not being able to spend any, but cutting down the jewelry.

I always offer to custom make them the colors they want, and SMILE!

It certainly has changed since the 90's when hand crafting jewelry was an art worth paying extra for!

I've been making less expensive jewelry...
by: Mara Nesbitt

...because I'm finding that customers want sterling and semi-precious stones for small prices. I did a survey for my Curvy Girl Jewelry shop on etsy, so I could focus my efforts and money in the right direction. I had 70 responses about preferred materials, design and, very importantly, price point.

I found that the majority my potential client didn't want to spend over $45 for a long (24-30 inch) sterling and semi-precious necklace. Many of them cited lack of money to spend more on jewelry.

Because of their responses, I've changed how I make jewelry. I'm using more ribbon, cord and chain to extend the beads that cost more. Everything is considered in this balance of cost of materials vs. selling price. We will see if it works out in the long run.

As far a rude customers, I think they really don't understand what goes into hand-crafting anything - jewelry, paper goods, fabric goods, wood etc. And as artisans, we can't even count our time unless we're on our own payroll, so our time is valued at 0. (Information from a business for crafters workshop I attended recently).

I like the "kill 'em with kindness" idea, but I wonder if the "kill 'em with my words" part of my personality would surface at a craft show.

I'm so glad you wrote this
by: Susie Kronewitter

I am so glad you wrote this! I just had the same thing happen to me. During the show I had to force myself after awhile to be nice and smile. I almost packed up early. The people were so rude and at one point my husband had to leave he got so mad. I'm not sure what is going on but I have to admit I came home and cried. I did regroup from it. If this was my first show I would of gave up, but I know people love my work and I will never quit. Those people just dont know a good thing when they see it. Keep the faith and NEVER give up no matter what!

re: Customers with bad attitudes
by: kat newkirk

I threw a "customer" out! She offered me $10.00 for a solid sterling and freshwater pearl necklace that took me three weeks to make. I twisted 28 gauge wire, made this into 4mm links, and then hand made the chain and fringe. I priced this piece at $130.00. I told her to go buy garbage at WalMart. Another "customer", a resale shop owner, told me a necklace I priced at $30.00 would only realize $5.00 at her shop. The piece was a freshwater pearl/hand-faceted almandine garnet necklace with sterling findings. I suggested that she needed to educate her customers about the difference between hand-crafted one of a kind items vs. mass-produced garbage from WalMart/China. Oddly, other customers heard these exchanges and bought, so I did well at that partiular venue.

MY pieces will become cherished heirlooms. Hmmph- maybe I should use that as my catch phrase- future heirlooms! :)

Its hard to deal with and part of the business
by: WireButterfly

If you have never had a customer like in the above, you're probably going to at some point in your business, most artists and craftspeople have to learn to live with criticism because you are in the public, you meet all types of people and some more pleasant than others.
Positive criticism is a good thing to make you think and improve upon yourself, but most people will remember the negative jealous people with loud mouths. It’s amazing what people will say out loud, and some people are just negative mean people. Try to not to pay too much attention to them, though if you feel the need – attempt to educate them on who you are and what you do. I had a lady once say to her 12ish year old daughter – “you could do this” in a tone that was insulting. I was surprised at the time, and just smiled, but it made think about what I would do next time. I know this is a person that will never appreciate my work – so I wouldn’t waste my time.
I have seen enough people to realize that sometimes it’s worth your time to educate someone who is ignorant or just doesn’t really understand what you do, and at other times it’s not. At one of the markets I sell, they have vendors selling everything and anything, it’s free and open to the public - thousands of people come through and I talk to all kinds of people, some are just looking, they have no money and they probably would never buy my type of work and some don’t care about the quality of something – they are looking for something cheap – I like to kindly educate these people until they leave my booth (unless I’m too busy selling to care).
The fact is anyone could make the type of jewelry I make or paint similarly to mine (and there is always someone else out there that has more knowledge than I do). But it took me 33 year to become who I am, where I am, and to get the knowledge that I have. I’ve come to see it as, I am the artist of this piece and it has taken 33 years to get to this place and create this piece. I won’t be here forever so I want to be happy with what I spend my time creating It takes courage to put your heart and soul into something and to put it out for everyone to judge. It’s hard not to take it personally, but remember for every negative comment you probably have heard at least 10 nice comments.

rude customers
by: Aileen of www.aileensart.com

I have been doing shows for about 10 years now. I have done more shows in the last four years. I noticed last year that peoples attitudes were changing. I am getting more rude nonbuyers than buyers. Some I have actually wanted to slap. But I remember I am a lady and smile.

The last show I did on the 5th of June was hard to take. Before we were even open yet I had some old women insistantly question me. "Do you cut your own cabs" I said no, I do all the other work myself though. She walked out shaking her head. The other woman tried to smoothe over her friends rudeness by telling me that she was 87 years old. I spoke with the woman and eventually it got around to making all your own components again. So I asked her if they questioned a painter on weather or not they mixed their own paints and streatched their own canvas. Do they ask a wood carver if they cut down their own trees. Or if the photographer uses a developing service or not. She was stuned and left my booth.
Speaking about drunks ... The last person in my booth was stumbling around. He came to me and said, "This is all very expensive isnt it?" I asked him if he had a budget in mind. He just wanted to know general prices. I had necklace sets for 65.00 and he said that was too expensive. So I showed him the 10.00 sterling and agate rings. He found one that had crystals on it and wanted to know if I would take 5.00. I already was taking a loss at ten. I told him they were crystals and sterling silver and I could not take less. So he said he would take it. When I was starting to write up the sale I told him the total with tax. He said he did not want to pay tax. I said I was ready to go home, so he decided to pay the tax too. Then he wanted a box for the ring. I gave him a cheap recycled one. When I handed him my card (which is a nice lamenated bookmark)he through it at me!
I have another show this weekend. I am hoping that this is not a recurring theme for this year!

So what I am saying is we are all experiencing the same thing. It is just nice to know that your are not alone. Remember why you started selling your jewelry. My reason is so that I can buy more supplies to make more one of a kind pieces. It takes my mind off of my painful condition so I do not have to take so much medication.

Keep on doing what you love! And remember to never decide to quit after a bad show. Make that decision after a fantastic one!

Been there
by: Coni

I, too, have been experiencing this. It is very easy to let it get you down. Other responses have some very good ideas and I will definitely be using them.

In addition to my jewelry, I sell t-shirts and merchandise with my artwork. At a show last year, I had a guy walk up to my booth just to tell me that my shirt featured the ugliest buffalo he had ever seen in his life. Wow! Thanks for going out of your way to insult me! Luckily, plenty of people find my art appealing!!

Coni Majchrowicz
Bitty Bitty Pretty
http://www.bittybittypretty.com

I love this topic!
by: Sue Arkwright

I make and sell hand made jewelry and was recently accepted at a juried show and could not belive the number of people that were allowed to offer the "buy and sell" stuff from China. I did not even make my money back that it cost me to participate in this show. I will never participate in this organizer's event again and plan on writing a letter and explaining why. It was billed as an art & wine festival but had every mish mash of junk you could imagine at a very high price per booth.

People would come up to me and ask stupid questions, like this one woman that says, "I only wear clip on earrings...do you have any?" When I answered her with a "yes, all of mine can be converted on the spot" do you think she bought? No, she just wanted to ask a question of me she thought I couldn't answer as an excuse not to buy!

I bend over backward to get my customers exactly what they want and many of them don't appreciate it. I do agree that it is because of our economic times. I never used to have these types of experiences this often!

I just keep plugging away with a smile and do the best I can and at the end of the day I feel good about myself!

I hope you keep plugging away too!

God Bless!

Intentions
by: Sue Conway

Write down all of the good comments that people say about your jewelry. Read them before going to your show. Set an intention when driving to your art fair, "I'm so happy and grateful that I had amazing sales and received lots of complements of my jewelry."

Remember that people are looking for reasons not to spend money. If you are selling your jewelry, then you are a sales person. A sales person's job is to overcome objections to get the sale. It's your call if it's just a rude person wasting your time, then do your best to get the person to move on. When the rude person leaves, breathe in and breathe out until you can do it calmly. Repeat your intention.

Idea...
by: Janine Gerade

When someone says "oh I can do this, or I can make this or, Sally can make these..."
Tell them you teach jewelrymaking (if you do).
Say "Oh it may look easy, but it takes a little bit of skill. I teach classes at the so and so-let me know if you're interested" -hand them your card with a smile.
It should shut them up for a minute or two.
Happens to me all the time.

Another way to look at it
by: Terri

A jewelry artist once said something to me that I have never forgotten. When people would ask if she would reduce her price, she asked them if they would be willing to take a pay cut for the work they do, if asked. While I don't usually encounter rude remarks, I do get the person who wants to bargain on the price. I don't bargain with customers on my pricing as I think it is fair and competitive. I figure I don't want that kind of customer anyway.

You're Definitely Not Alone
by: Alexis , AlexisStudioDesign.com

I had a booth at a country fair last summer that had many vendors. I make one of a kind pieces out of silver, gold fill wire and findings, gemstones, pearls, and unusual focal beads that I search high and low for at bead shows from other talented artists. The woman at the table next to mine was selling mass produced glass pendants from China on ribbon for $8. Folks were stopping at her table and raving at what "masterpieces" these pendants were, that they had never seen anything so beautiful, and were scooping them up. These same people stopped at my booth, and made snide comments at just about everything about my pieces...the price, the fact that they could do this at home, etc. However, I must saying that there were a classier, more discerning clientele who appreciated the workmanship, the uniqueness, and actually bought some of my expensive pieces. These are the people we need to target as customers, and in the end, they made what could have been an ugly experience, fulfilling and worthwhile.

You are all so right
by: Anonymous

I am a beginner, but I have encountered that attitude already. It was from a coworker, when I was wearing a new piece it was beautifull but when she was trying to promote her cousin she did not like the style of my jewelry, the necklace were round, and so on. I did not say anything she is a rude person to start with and she was looking for a fight that she did not get. She get a few sales of cheap stuff. Her cousin has talent but need to use better material. I am learning more and more and new technique with time. I am discovering that wirework and beading are more the niche I am aiming for then stringing. So do not let anyone discourage you in any way, shape or form there is plenty of bad mouth out there.

not rude, just clueless
by: Maureen Shankey

I once had a woman pick up a pair of earrings that were 14kt gold over sterling and bezel set with large, excellent Boulder opals. When she asked the price I said, "one twenty-five", meaning $125, a ridiculously low price. She handed me A DOLLAR AND A QUARTER!!! When I explained she put them down and silently walked away. At least these events give us good stories!

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