NEWSLETTERS 101 #21: Share Your Customer Service!

Some roadblocks to my latest Shrine Series resolved, full steam ahead!
Some roadblocks to my latest Shrine Series resolved, full steam ahead!

NEWSLETTERS 101 #21: Share Your Customer Service

How a family-run business has made me a lifelong customer!

(4 minute read)

You get a pass today. I started today’s column on a different note, getting all the details just right. Which meant, of course, that it ran on and on. Then I accidentally deleted it. So…a shorter read today!

I wanted to share a new topic idea for your email newsletters that your readers will appreciate.

A project dear to my heart has been blocked for years. I ran into a few roadblocks on a new series of box shrine. I was using a silicon construction adhesive to join the boxes. It worked until it didn’t, and I was at a loss of where to go next.

I came up with two different solutions: Mechanical connections (which was a whole nother can of worms, until I worked my way through them, too) and epoxy.

I bought a tube from a local hardware store. But it went south the first time I tried to use it, and in frustration I reached out to the company. I described what happened, asked if it were shelf-life related (yup, some glues and epoxies have a shelf-life.) And waited for a reply.

My experience with customer service regarding defective products hasn’t been good.

I fill out all the forms online, then wait weeks for a response. IF I ever even get a response. (This is my usual experience, especially from companies too big to care  very much.)

So I nearly dropped my teeth when the company care rep for J-B Weld responded the next day. In less than 24 hours. (They’re in an earlier time zone, so it was impossible for them to respond any earlier.) The rep not only responded quickly, he sent me about a dozen tubes of epoxy, fresh from their factory line. Some were the same I’d purchased, but he added a variety of others for me to experiment with. For free.

He refused my offer to pay for them. And when I followed up a few weeks later, sharing my success with some the glues, but the same issue with others, he promised to send even more glue! Even after we realized part of the problem was the temperature in my studio (it’s usually 48 degrees in the winter until my space heater gets going), he still made it his personal mission to help me get my project moving forward.

As you can imagine, I am now a life-long customer!

Why am I sharing this today?

The first reason is obvious: Good customer service is vital for any business, and small businesses often do it better than mega-businesses. As artists, we need to understand this, too. I’m not suggesting you overwhelm your collectors with free epoxy. I mean, art. But when something goes wrong, I do my best to make their experience as positive as possible. Listening carefully, sorting out the options, and making things right.

The second is just what I’m doing here: Sharing my powerfully-positive experience with you. Letting you know that, whatever your need for epoxy, this is a company who stands behind their products. They want to know if you have a problem, and they want to help you fix it.

And your experience is something you can share in your email newsletters.

A lot of artists subscribe to my blog and newsletter, and of course, to Fine Art Views. Sharing what manufacturers you can trust is a gift to them. For my collectors, they may benefit, too. But it also shows them I really get what great customer service looks like.

Sure, there will always be that rare client who we can never make happy. And I sincerely hope you don’t buy some J-B Weld epoxy just so you can complain and ask for a box of more epoxy, free.

But they reached out to me, quickly, with full support. They believe in their products, and acted accordingly.

Just as we do the best work we can, and work to fix it if something goes wrong, with our own collectors.

And that’s the third reason to share: Do we want our customers to complain about how we handled an issue? Or do we want them to sing our praises?

We can share our own story/stories about how we created the perfect experience with a customer, or we can share our own personal experience, like the one I had with J-B Weld.

So today, I’m giving a shout-out to Chris Fox at J-B Weld (thank you, Chris!), who figured out what the problem actually was, so I can move forward.

And you get yet another idea of what to share in your next email newsletter!

Your shares and comments are always welcomed!

Share this Fine Art Views article, or view more like it my blog at luannudell.wordpress.com.

If someone shared this article with you, and you’d like to read more in this series, visit my articles at FineArtViews.com.

BEHIND THE BIGGEST QUESTION OF THEM ALL

This post by Luann Udell was first published on Fine Art Views, a blog about making, marketing, and selling art.

Luann Udell is a regular contributing author for FineArtViews. She’s blogged since 2002 about the business side–and the spiritual inside–of art. She says, “I share my experiences so you won’t have to make ALL the same mistakes I did….”  For ten years,             Luann also wrote a column (“Craft Matters”) for The Crafts Report magazine (a monthly business resource for the crafts professional) where she explored the funnier side of her life in craft. She’s a double-juried member of the prestigious League of New Hampshire Craftsmen (fiber & art jewelry). Her work has appeared in books, magazines and newspapers across the country and she is a published writer.

You, too, can deeply connect people to your art.

In my last Fine Art Views article from April 7, 2016, THE BIGGEST QUESTION OF THEM ALL“The Biggest Question of Them All”, I talked about how to uncover what the true ‘objection’ is to a prospective customer who wants your work. In response, one reader said:

“As I read the article I was struck by how your questions to people (and trying to figure out what their objections may be) really reflect a deeply sensitive way of viewing things. Particularly the bit about how we feel about our bodies and why we choose to wear certain things. My working theory so far has to do with the work that you make. It’s so personal to begin with and carries quite a bit of meaning with it already. I suspect you are automatically set up from the get go with a deeper (and different) way of needing to connect to buyers. (And I am not suggesting that a different media such as a beautiful and traditional painting isn’t deep but only that it perhaps needs another type of connection.) Hope this makes a little sense!”

YES, the comment makes perfect sense! BUT –

Recognize that this push-back (“Great idea, but it won’t work for me!”) is a natural reaction to being introduced to a different way of doing things.

We immediately believe the strategy is unique to the presenter, that it can’t be transferred to our situation. (I’ve done it, we’ve all done it, you may be doing it right now!)

BUT though not all of my solutions and thoughts will relate to your unique situation, there are always interesting parallels you can explore, experiment with, and eventually apply to yours.

And so YES, jewelry can be an ‘easier’ sell – BUT not always. Let’s explore some the pushback claiming my work is ‘too different’ to mine for ideas:

  • Pricing/Affordability: YES, I may have a wider range of price points than most 2D artists, and a lower ‘entry’ price.

BUT 2D artists have these options, too. Cards and prints (lower price points), smaller work, unframed work, older work.

Conversely, jewelers who work with gold and precious gems certainly have a higher overhead than most 2D artists (not just materials, but overhead and insurance.) And yet many have built a thriving audience for their work.

  • Demand: YES, much of my work can indeed feel like a more personal product (they intend to wear it, after all!) and therefore easier to sell.

BUT If you think YOUR chosen medium has lots of competition, let me tell you: In my world, jewelry is the single most competitive category, in stores, at fairs, and online. My aesthetic, and my work, actually appeal to a much smaller audience than most other jewelers. (I’m not even gonna go there with my 2D work and 3D work! Its audience is EVEN SMALLER.)

  • Comfort level: YES, People may feel more at ease buying home décor, decorative objects, and jewelry rather than art.

BUT 2D artists can create a comfort level, too. Painting/drawing, throughout history and our culture, is a readily-accepted and popular way to decorate and personalize our spaces, both personal and professional, public and private. When you say “art”, 2D work is the near-automatic response. It’s what we all think of as ‘real art’. Your reputation precedes you!

AND, one of our roles, as artists, is to advocate for the power that art has in our lives, over mass-produced tchotchkes and mass-produced reproductions. To stress why real art is important, especially with new collectors. To share how timeless it is, not only through our history, but is long-lasting appeal. Much more cost effective than that popular little whatzit that will be off-trend in a few years. How it speaks to us on a deeper level, how integral it is to our human nature, because it speaks to us in a way that actually bypasses our ‘thinking brain’, going directly to the ‘feeling brain’—just like music, like dance, like stories and books and movies, and other creative acts.

  • Connection: YES, how I make my work, how I display my work, how I interact with potential customers, etc. is very personal.

BUT 2D artists also have that potential for connection. Your potential customer will pre-select themselves for connection to YOUR work, too. It starts with initial attraction: They see something they like and come into your booth. If you are at an opening reception, or your work is in a gallery, they gazed at YOUR work longer than anyone else’s. That’s an opening, a place for you to start that conversation.

AND though I’ve worked hard to create powerful emotional connections between my work and my audience, it wasn’t always that way, it wasn’t easy, and it took time.

I have almost two more articles included here, on how to connect, and how not to DISCONNECT. (I see it all the time.) But I’ll save those for now.

In the meantime, let’s assume the world is a big place, and there’s a big enough audience for ALL of us:

Will you share some of the connecting strategies that have worked for YOU?