The sister of a woman who was getting married called me one day to ask if I’d create centerpieces for the wedding.
Part of the centerpiece consisted of an African violet plant.
This was the first time I’d been asked to work with a live product, and a bell immediately went off in my head.
After stewing about this potted mess for 30 minutes, I called the woman and told her I was unable to store live plants in my facility, so I was not the person for the job. I hadn’t agreed to provide the work, so I was not going back on my word. I simply needed to end my expected participation.
Customers will dream up all types of ideas that they want you to make come true. It’s up to you to weigh the pros and cons before agreeing.
I’m able to pick and pack fruit within a gift basket. But 50 live plants bought for a person who expects no extra charges for this special order is not a customer for me.
Customers don’t understand your costs. It’s not their job, but it is your job to agree to or decline orders for special services that are outside of what you can successfully deliver.
A designer asked me about buying gift cards for her gift baskets. It’s a specialized service that requires thought before proceeding. I responded to her question at Ask The Gift Basket Expert. Share your comments if you buy these cards or are thinking of adding this service.
You’ll also find more information on providing specialized services in this two-part article. It tells of another wedding challenge I was asked to complete.
What types of specialized products have you been asked to find?
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The gift business is a challenging one. Your example is an extreme one, but very pertinent. When customers have unrealistic expectations, and don’t want to pay the price it is definitely wise to rather not indulge them. Sometimes a bit of bending over backwards is required to secure the bigger, overall deal. Compromise like that does have value sometimes, but is it truly worth it?
I found that the more I bent over backwards, the more I was expected to do so with follow-up orders, to the point where my back would have broke had I accepted the challenges.
I’m sure other designers have experienced similar situations where the outcome was better.