Fire the Customer

Last year a jewellery colleague and I were speaking about custom work.

I suspect that most of us have encountered the problem of being asked to produce an item that we have agreed to make and then find ourselves completely without inspiration or ability to meet the request. “What to do?” becomes the question.

You will recognize that you have fallen victim to this when you know that it will fail to meet the client’s expectations as well as your own.

This conundrum occurs most often when have already produced impressive work and receive numerous compliments from the client. They will go on at length about how wonderful the pieces are, how talented you are and how much they think that you are the answer to solving their problem of producing the work that they have in mind. Inevitably, this ego boost from their praise will lull us into a belief that we really can do what they want. Reality hits later back in the studio and we begin to procrastinate on the project.

First, we are unable to come up with a design in our own head, let alone produce a basic drawing of the proposed design, based on the notes and quick sketches made during conversation with them. Secondly, as the deadline looms we start to panic and wonder why we are not able to do this. Thirdly, we start to look for a reason to escape the work; we start to defer it in favor of other projects, even the mundane of domesticity.

This should give you a clue that you are attempting to make something that is beyond your ability.

There is nothing wrong with knowing your limits. Perhaps the request involves a skill set that you have not mastered to your own satisfaction or perhaps not even tried yet. The issue becomes trying to do this new thing with a lack of confidence in your own ability. Do you really want the custom work to be your first foray into the new?

Probably not. So the reasonable solution may well be to fire the customer instead of staying stuck in the problem. Staying stuck in the problem is self-defeating, your other work is not being done, nor are you building your own confidence and ability at this time. It is wasting your creative effort.

Firing the customer is only difficult because of the guilt that you may feel because you have “let the customer down” but your honesty may well win you some respect too.

Explain to the client the efforts that you did take to complete the work, let them know that you do not have the skills necessary to undertake the work at this time. If you plain to master the skills later, let them know when you think you will have done that. Suggest another colleague that you know can complete the job and allow the client the option to pursue the work elsewhere in the near future, or come back to you later when you have learned more.

There is no shame in indicating that you need to learn more and intend to do just that.

The ultimate reward of firing the customer is that you will have restored your own equilibrium and relieved yourself of a job that has been holding you back from pursuing other tasks that will reward you. The sense of relief is palpable for most of us.

My colleague fired her customer after we talked about this block. She felt a lot better after the firing and indicated that it was a real relief to her to not have this ‘scary’ project pending. She did indicate that her other work had suffered as a result of procrastinating on the custom work too.

I had to fire a customer early last year because the praise went to my head too. It was not easy to do, and it felt like a failing at the time, but it was a relief to me too, and the customer was glad to have her stones back and a reference to another jeweler in the region. I still have not taken the time to learn a very particular skill in creating soldered sterling brooches and I am not sure that I ever will, since it still does not interest me, but at least I know my limits in this regard now.

Moral: Know your limits and respect them but do not let that stop from trying new work when you are ready and willing to encounter the issues that relate to the learning curve; and sometimes we have to make decisions that we don’t like.