A problem shopper is a problem for EVERYBODY. And it isn’t about you.
This weekend I went thrifting. For those who don’t know what I’m talking about, it’s hitting as many thrift shops as I can before my husband wants the car back. (We are managing with one car since we’ve moved to California, and so far we’ve also managed to actually stay married.)
Some people would never consider shopping at a thrift store, and some people can’t afford to shop anywhere else. In between are those of us who love the thrill of the chase, and the lure of the bargain. It’s hit-or-miss, of course, especially if you are looking for a specific item. But if you have an open mind and a small budget, it’s almost as much fun as a yard sale or a flea market, and there’s usually air conditioning, too.
So far, I’ve become (in)famous with a small group of photographers, who gave a workshop on how to photograph your own artwork. They highly recommended a tripod. I used to have one in New Hampshire. Unfortunately, it didn’t make the cut during the Big Move. Now I realized it’s critical to getting a crisp, clear image.
So on our lunch break, I ran out to a nearby thrift shop—and found a very nice tripod for under $10. (Actually, I found TWO, and bought them both for $13, total.)
The facilitators (mostly men) were gob-smacked. And very impressed! “We never thought of that!” they exclaimed. “And you just went out and did it and came back with TRIPODS!” (I AM good at thrifting. I has skills, people.)
So there I am at Salvation Army, in the mood for t-shirts and open to the idea of great pair of new dress pants, with the original sales tag, for $6, when I hear an angry voice at the cash register.
A large, older man is venting his frustration at the elderly woman at the counter.
“I HOPE WHOEVER DECIDED TO SORT YOUR SHIRTS BY COLOR INSTEAD OF SIZE HAS BEEN FIRED, AND IF THEY HASN’T BEEN, THEY SHOULD BE!” He boomed. “IN FACT, THEY SHOULD BE SHOT!”
He continued, “I don’t want a RED shirt, I want a LARGE shirt! And I shouldn’t have to check out every shirt on the rack to find one!”
The clerk looked nervous, but calmly apologized. She said their policy was not to sort clothing by size. “WELL, THEN, YOU SHOULD ALL BE SHOT!” he yelled. A few more similar remarks, and he finally left the building, fuming that his perfect shopping experience had been spoiled.
When I was ready to check out, I spoke to the clerk, telling her she had my sympathy. And that I love when items are sorted by color, because I was looking for specific colors and it saved ME a lot of time to find what I was looking for. She was relieved. We chatted cheerfully, and I left with my new purchases.
Does this man have a point? Of course he does! If he really doesn’t care what color his shirt is, it can be frustrating to have to look at every shirt to find his size. He wants to go to one spot, find all the shirts that meet his criteria, and get outta there.
Except…..There are plenty of places you can do that. In fact, EVERYWHERE else. If you still can’t afford the big bucks, you can try Kmart, Walmart, Costco, or some of the other thrift shops in the area.
So is he justified to have this attitude towards the one place he chose to shop that day? Not really. And you want to suggest a change in a productive way, why would you go off on a person (who probably was a volunteer) at the one thrift shop that doesn’t do things “your way”?
Because you can.
Because you feel entitled. “This is what I want, and I expect to get it, cheap! Now!” And the thrift store is not accommodating you.
Because you are frustrated you are big, and the world isn’t accommodating you. Because you don’t want to spend money (why else would you be in a thrift shop?) but you want a great selection, and you also don’t want to spend a lot of time. (Remember the three kinds of printing available—good, fast, or cheap? And you can get any two, but rarely three? That applies to shopping, too.)
Because you are a big, loud, angry man, and the clerk is petite, and elderly, and frightened, you can blow your stack and since it looks like there’s nobody around who’s going to stop you, you can get away with it. She’s a captive audience—she can’t walk away, she has to mind the store. And you’re the “customer”, and she has to listen.
Sometimes, that’s the damaged, angry, entitled person who comes into your creative space, and trashes you, your work, your display, your aesthetic, and in the process, maybe your soul.
It isn’t about you. It isn’t about your work. It isn’t about your color choices, your prices, your artist statement.
It’s all about them, and you are simply available. You can’t leave your space, and they are the customer.
As I write this, I’m trying to think if ANY of the truly difficult people I’ve encountered while selling my work…the REALLY rude, patronizing, insulting, angry people….have actually bought a piece of my work.
And the answer, I realize, is no. They have not.
They aren’t really my customers at all. Just people taking advantage of the fact that I’ve (figuratively) invited them into my space, and I can’t leave. I am their captive audience, they figure, and they are entitled to your attention, and your hope, and your dreams.
If any of you are still harboring thoughts about people/family/customers saying hurtful things, about whether there is a grain of truth in their statements, about how to defend yourself, here is the living, walking, shouting truth:
There is no way to make this person happy. And you don’t even have to try.
All you have to do is smile, apologize, walk him out, maybe even point him in another direction…(another thrift shop? Another studio/booth/gallery? An artist you personally dislike? OOPS DID I SAY THAT OUT LOUD???) and count your blessings.
Because these are not the droids you’re looking for.
Because YOU made all this wonderful, wonderful work. The making of it brought you happiness. Putting it out into the world built your courage.
Your TRUE customers–the people who love it, and the people who buy it, will be happy, too.
And all it took was for you to stay in your happy place and move the unhappy baby…er…person…out of your space. And for your real customers to cross your path today. Or maybe tomorrow. Soon!
Oh, and you have some pretty good responses and answers to their comments and questions. But we’ve got you covered there, too.
You’ve got this!