#i limited myself to 4 each show (ignore the fact there are 5 for ofts lollll)

[khaotunq]

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[designsfromtime]

Is the Customer Always Right?

If anything, I am guileless when it comes to offering all ya’ll a behind the scenes peek at what a “day in the life” of a historical costumer can offer. Sometimes I worry about coming off as ungrateful when I share a problematic situation, but I believe being honest allows me to embrace my humanity, and gives you all permission to do the same. It looks like fun creating all these gorgeous costumes, and it is! - - but there is an unfortunate ugly side to owning your own business: Dealing with entitled and difficult customers. 

My career has taken many twists and turns over the last two or three decades. Before I retired in 2012 at 52 and began designing costumes full-time, I was a medical transcriptionist. I owned my own transcription service as well as working for a huge opthomalogical practice back in California. As such, I have taken many, many training seminars in customer service. It’s been drilled into my head that for every one person who is dissatisfied they will tell ten more people. 

With those statistics in mind, I have endeavored to focus on customer service both in my tenure as a medical transcriptionist, as well as today in my costuming business. But the fact of the matter is that not every client will be a good fit for your particular business or your personality, but I do feel somehow I have failed  clients even when they become overly demanding and, dare I say, self-centered, and I have to cut them loose. 

Look, I get it! Plunking down 2K for an entire ensemble is a HUGE investment for any client! I don’t take any of my clients for granted - ever.  I endeavor to give each client equally of my time and attention. As a general rule, I am extremely conscientious about responding quickly to messages and inquiries. I go to great lengths to explain my process and educate about cut, textiles, and construction of historical clothing and lay out what they can expect, even though I find myself repeating the same spiel over and over. 

I’ve mentioned this several times before, but I have heard the horror stories from both clients and cast mates: costumers (even those touted as scions in the costuming forums) taking a client’s money and receiving their fabrics, only to ghost on them and not respond when the client tries to get them to honor the commission and actually MAKE the gown they paid for, or they do not respond to the client’s requests when asked to refund the money AND return their fabrics only to find this same “costumer” has not only ignored them but used THEIR fabrics for a gown which they put up for sale on Ebay. Another nightmare story is about some of the vendors on Etsy who promise to ship a gown by a certain due date, take the client’s money and when that date comes and goes and the client contacts them they LIE and say, “It’s in the mail!” - Only to learn that they haven’t even finished it! Worse, when the gown arrives it started falling apart the first weekend they wore it at faire and she paid $600 for it! Then there is the account of a vendor in the Ukraine who ran out of velvet to finish a client’s Italian gown and rather than waiting and reordering the fabric, they made the gown but SCRIMPED on the fullness of the skirt and shipped it as is without consulting the client. In THOSE situations I would agree that the customer is RIGHT. I haven’t found myself in the same situations as these “costumers” because I would NEVER treat a client with such disregard - but I have found myself in a nightmare scenario more than once that involves the client becoming difficult for no justifiable reason.

I’ve been fortunate that in the seven years since opening my studio here in WA I have only had FIVE clients who made me want to pound my fist against my computer screen and question why I am in this business. Yes, they were that frustrating!  One of those instances I wrote about in a post called “When It All Goes South” I’ll spare you the details of the other four, but usually the common denominator has been that they didn’t respect my time and my busy schedule, or the efforts I made in the consultation process. That sounds very benign, but a to relate a situation that happened this week wherein I spent 1.5 months exchanging 70+ detailed and lengthy messages, and provided them with dozens, and dozens and DOZENS of fabric options and they kept asking for more, and more, hoping that one of them will fall into the Goldilocks zone, it became frustrating. We hadn’t even gotten half way through the consult process because the client was stalled on fabrics. I didn’t mention the fact that after she paid her deposit she changed the style of the gown multiple times. *face palm*

You may be reading this and shrugging your shoulders and asking “What’s the problem?” The problem in the case I just described is that choosing fabric is only the FIRST step in the design process, but also I have deadlines imposed by the clients. If they don’t comply I can’t meet those deadlines. Until a client chooses their main fabric I cannot begin to offer any ideas for the overall design aesthetic, nor can I choose a complimentary color for their sleeves and forepart, not to mention the embroidery pattern to be used, or sussing out whether or not they will need a trim that may take up to 4 or 5 months to ship - such as the case of a gold bouillon trim I ordered from India recently which she stated she was interested in using, not to mention it requires 4 to 6 weeks of hand tacking!  The expectation of this client was that I would be an endless fountain of “options” - and because she was investing 2K I should spend as much time as she wanted footering around window shopping for fabrics while her timeline is ticking away. When after a month and a half I began to draw a boundary and tell her I need a decision if she expects me to meet her deadline because there is a ton more work I need to do on her consult, she felt I wasn’t giving her ENOUGH of my time and stated that because I was pressed on time for current engagements I could not offer any additional efforts to her as a client.  This, after spending MORE time than is usual with this client, I am to blame?  

I learned from an extremely difficult client in 2018 not to allow a bad situation to malinger and hope for the best. In that particular case it went from BAD to WORSE, and I had to dig in my heels and refuse to bend to her ever growing ridiculous demands. If I cannot work with a client in the consult phase, and I’m pretty damn patient ya’ll, then I have learned the actual construction process will only unravel further. 

As a side note, normally by the time I’ve exchanged two dozen messages with a client, I have their fabric sorted, and I’ve sourced a complimentary color for their sleeves and forepart, found their trim and/or the embroidery pattern, sketched their gown, and presented them with a design board.  Sooooo. . . I offered this particular woman a refund on her “non-refundable” deposit minus my consultation fee of $100 for the hours and hours and HOURS of research I spent over that 1.5 months offering her more and more options to consider. She was pissed that I was unwilling to allow her to take months to decide, and no amount of “explaining” the urgency or my time constraints seemed to sink in. No matter what I said she is convinced that “I” was the problem. 

So, is that situation a failure on my part? Should I be willing to set aside another client’s commission to cater to this woman’s demands? What’s more, is the customer ALWAYS right? 

There is an oft-quoted catchphrase in the business world that states: “the customer is always right.” I’ve heard that in many training seminars. Lalana showed me  comic wherein it stated “The Costumer is always right.” I laughed, but there is a prevalent attitude that WE must meet the customers’ needs even if it means we often go to ridiculous extents to please them. However, treating customers like they are always right can be self-destructive for entrepreneurs like myself and here’s why.

In an article by “Entrepreneur” they offer FIVE reasons why the customer is NOT always right and why: 

1. Businesses Have Limited Resources

Entrepreneurs like myself are not omnipotent, neither are employees - or in my case, my assistant Lalana. Most businesses, especially the fledgling ones, operate with limited resources including limited time, funds, and energy. Every business experiences its share of grudging customers, who, no matter what might be done to satisfy their needs, will continue to complain.

Feeling guilty and culpable for such petulance is actually unwise and it affects your business in a negative way. If the necessary steps have been taken to address the issues of a customer, then a business owner should close the matter and move on.

'Businesses are not dependent on individual buyers. It is actually immature to spend all the energy to satisfy someone who does not intend to be happy. It is important to address the requirements of hundreds and thousands of other regular clients, and also show solidarity with the employees,”

2. It Adds Misery to Employees

Any business will invariably have its share of malicious, rude, snappy consumers. Amongst 50 customers there will at least be 5 who will end up rubbing you the wrong way. Now, reacting to such folk with appeasement and guilt is utter naivete! 

Making employees believe that the customer is always right, is tantamount to making them feel dejected. Between supporting your employees and taking sides with an intolerable, enraged customer, it is best to choose the former (the employee). Customers must get this message that though they are important they are NOT indispensable, while supporting employees always pays extra dividends.

"With constant support from the owners comes a sense of loyalty amongst the employees who then provide better service to customers. It's axiomatic that happy employees always go an extra mile to make customers happy." 

3. Customers Are Not Omniscient

The creator of a business and the team that works with him know best about the product or service they offer. But customers are often upset because the products don't function the way they want them to - or in the case of my costuming business, they may have expectations around how much time I am able to spend in a consultation, or that through no fault of our own we cannot accommodate their specific vision they have of a particular gown. In the recent experience, the client kept asking for color combinations that are not available in the fabrics she insisted upon. All I can do is offer an alternative and try to compromise by offering options. But the attitude that a client knows best leads to an expectation that I be willing to go to any extent when they demand unrealistic or even ludicrous things.

Often customers will try to establish that they know better and try to share opinions or advice on how a product should look or work. Irrespective of the sector of the business, it is risky to give customers the liberty to think they cannot be wrong. 

The key is to establish with customers, in a very amicable way, that the maker of the product is the final authority - In my case that would be ME. I go to great lengths to educate customers on my products and service in order to help them understand my expertise or why I use a certain procedure. I won’t take on a project that I am not passionate about, but more especially when my knowledge is discounted and they wish me to create something that doesn’t fit into my design aesthetic I will decline the order because there needs to be a state of sympatico between designer and customer. 

4. It Pits Management Against Employees

The message that the customer is always right, is demoralizing, and results in bitterness against management and indicates that the organization favours the customers more than the workforce. In reality, taking  the side of the employees generates happier customers because your employee, or yourself, will have a more positive attitude. 

5. You Don't Want Every Customer

Not all customers are indispensable and businesses must accept that. It is better to let go of a persistently complaining and abusive customer who only end up creating stress amongst the employees (or myself). This is irrespective of the amount the customer pays for your product.

Disgruntled customers can wear away your spirit, involve a very high quantity of resources, and add to your stress levels. It is sometimes sensible to lose a customer for protecting the company and its workforce.

"To stay in business for a long time, entrepreneurs need to avoid unreasonably disgruntled customers. Getting rid of bad customers might cost a little profit, but it's healthier in the long-term goals of the business,"

The full article can be found here: https://www.entrepreneur.com/article/308548

While these “talking points” are focused on the Management versus Employee relationships, they are valid across the board for a small business owner whether or not you have employees. All of the angst and frustration and demoralization felt by employees or managers who are forced to capitulate to an over-demanding or self-centered and entitled customer is just as keenly felt by me (the owner). It puts me in a grumpy negative head space and it effects my attitude in the studio, which in turn affects Lalana who has to put up with my grumpy ass, and wears down my energy to the extent it affects my usual generosity to the rest of my clients. 2K in commissions just isn’t worth the hassle!   

So, while I’m still working through the guilt and the regret of having to cut loose a client as I did this week, I’m learning that my work will speak for itself, and for every ONE client I have a negative experience, I have MORE who actually appreciate me and are reasonable enough to understand I have deadlines and they are 50% responsible for the success of their commission. I may not be in a place of full acceptance that I could not have made this particular client happy, but I feel justified in drawing a boundary that just because a client spends 2K in my store, it does not give them permission to behave like an entitled premadonna.