I have a repeat customer who has bought 4 pieces from me since 2006, the most recent being last weekend. At that show, he saw another piece he'd like. More expensive and bigger than anything he has bought. He said he didn't know if he had room but he really liked it and would I consider a 'trade up' from one of the other pieces. Not the first one he bought in 2006 and not the one he bought at the last show, but one of the other two (the purchases were in 2009 and 2010). He'd give back the piece he bought and pay the difference for the more expensive piece. I said I'd consider it. So, would you do it and if so, how would you value the traded in piece? The cost of the new one is more than double either of the pieces he is considering trading in, so it isn't an even exchange. I guess I have three choices:
1) Say no
2) Give him full credit for what he is trading in and he pays the difference
3) Give him less than full credit for what he is trading in (what %??) and he pays the difference.
Assuming the frame has not been damaged, I would have no work to do to get it ready for my next show as I sold him both pieces already framed.
Thoughts?
Replies
Wow, thank you for all the thoughtful replies.
I say, if you want to do this go ahead. If you are going to feel bad about it, don't do it. It is really a personal choice.
Suggest he donate it to one of those places that are always asking for donations of art. Unlike us, he gets the full tax deduction. Then give him a token discount on the new one.
I wouldn't consider it but I sell jewellery - and being worn accords it a "used" status, unlike wall art. I have people who collect my pieces and they just save up to buy what they like, sometimes in a layby situation.
I have had one case of buyer's remorse in 10 years in which I took the piece back, unworn and with tags attached. Could it be that he has buyer's remorse for one of the pieces he's wanting to trade in since he likes your new work better than one of those?
For me the biggest issue is, does it fit with your current inventory? Several times for the sake of good will (not a trade up, I’ve never had one of those), I have taken something back the following year if it was obviously unused and it was a good customer. But when I’ve done this, it often does not go with anything, and when it doesn’t sell, I end up discounting it (Twice the piece hung around forever; once I re-sold it the same day). IF you can sell it at full value, and it’s not something you will be stuck with, then it might be worth it for the goodwill. But I would mention how this is quite the exception, and let him know you are doing it only because he is such a good customer for your work. Carefully phrased to compliment the both of you, of course.
Is your customer asking to trade-in because he has a space issue? If it is a space issue, and as Janet mentioned, the work he is trading in still fits with your current style,then it is good customer service to work with him.
It is a win-win for both you and the customer.
Munks--what is wrong with working with a customer so that he is satisfied? It isn't as if Michael is going to be on the losing end of this transaction. If there is nothing wrong with the returned picture, I wouldn't mind buying it.
To my friend Geri and the other folks that posted on this - I thought this was a slam-dunk - and I still do. There is no win-win here. This is business. Want a painting? Buy it. Plain and simple.
This artist is a professional selling very nice work that I am quite confident is expensive, but well worth the price. The customer agreed to buy his work and to even buy more work. This artist is an artist, not a second-hand art dealer for the "island of misfit artworks that no one loves anymore".
If the customer wants to sell the paintings in his possession, that is his/her option, but to take it back to the artist to re-buy it - when will that end? Can we count on this guy coming back every couple of years for an upgrade? Even the phone companies don't buy back used equipment. Buy a computer? Guess what it's yours. Want to get a new one? Great. Sell yours or donate it or burn it or whatever, and then go buy a new one. Bought carpet a few years ago? Want to trade it in? How about that bathroom vanity you bought last summer? Maybe the merchant you bought it from will let you bring it back so they can knock some bucks off a new one. Don't like your house anymore? Maybe you can sell it back to the old owner for less money and some "goodwill". Didn't like your bus ride? Sell it back for half price and ride somewhere else. Drank your Slurpee at 7-11, but want a Coke instead? Do we throw up on the counter and offer to sell it back? Bought drugs from a dealer and prefer the new stash instead - does one sell it back at half price to get a discount on the new stuff?
Car dealers do take trade-ins under certain circumstances and conditions - I am sure there are a few other exceptions because there is a secondary market that the car dealers can easily access - but not at the new car dealership, they are sold in a separate area and are clearly noted to be "used".
Why do people think an artist would do such a thing as to take a trade in and sell it as new?
Are artists that unprofessional?
Are artists looked upon as that low?
Are artists that desperate?
What's even worse is why would an artist be ok with doing such a thing?
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Want a new painting? I'll always give a discount to a previous customer, I'll deliver it, I'll sign the back and make sure it says what you want - but don't bring it back for a discount on a new one.
Want a new painting? Save your money and buy it. Or ask for a layaway plan. Get a loan. Wait for a cheap print of it to turn up somewhere in some buy/sell booth and get it there. Or decide not to buy the new painting. That's fine.
Even pawnshops have standards. The goodwill to the customer was done at the time of the sale, not years later because the customer got tired of his and wants a new one and is going to play the artist in a way that very few businesses would tolerate.
Nope. This is wrong and it's indicative of a lot of what is wrong in this business.
I'm not advocating a Nordstrom's return policy but a lot of times the reason a patron does not buy something is because if it turns out not to be the 'right' piece, they cannot return it. With art festivals, it is sort of like 'buyer beware'.
The reason I think Michael should consider the exchange is that this is a regular customer. I am a regular customer with several artists and they give me discounts on current pieces because I have bought from them in the past.
If this is a space issue as the customer says and the old picture is sellable, this could be a win-win.
Exchanging this picture is not going to lead to the downfall of art festivals as we know them. The stiltwalkers, vendor booths and promoters are doing a good enough job of that.
Michael, I've never been faced with this situation but generally I try to keep my repeat customers happy. Do you think he will be buying from you again? Will the older piece fit in with what is in your booth now? Did he ask nicely? (That's a big one in my book.) If all your answers were yes, then I would do it. If you can just turn around and hang it in your booth, then I would give him credit for what ever he paid for it then.
That's my 2 cents.
I usually do not get involved in specific questions or problems, I prefer to stay with broader issues that "boarder on the ridicules". Nonetheless, since I have seen your work and I do like what you do - I like your use of materials and the way you present your work in the end, I feel compelled to answer your question with a question because I think it does speak to a larger problem that confronts many artists.
If I may, I would like to answer your question with a question and I sincerely hope it is helpful to you by providing a context to your question. I hope it sparks an "a-ha" moment for you and anyone else that may experience this situation.
You are an artist, a good one too. So here's my question:
When in the hell did you become an goddamn used car salesman?
I hope this was helpful and I will let you develop your own answer as appropriate to your professional wants and needs. I do hope we meet somewhere in person this year - I love your work!
Munks