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40 Questions Blog Series: Question #18 How Do You Deal with Negative Booth Neighbors and Negative Customers?

Those of you who don't know, I do actively sell at art fairs. I had my first show this year this past Mother's Day and have first hand experience with this topic. Despite high winds and some profits being made I was pretty annoyed by one negative craft neighbor. I will spare you all the details on the experience, however will not
skimp on the on the tips I want to share with you regarding how to deal with negativity in your booth – albeit from a customer or a neighboring craft artist.

Question #18 How do you deal with negative booth neighbors and negative customers?

People just have bad days – upset about paying to enter a show, parking was bad, slow sales, etc. While we are not therapists people do expect us to listen to their good and bad times, simply because you are at the right place at the right time. The acronym SAD – Smile, Acknowledge, and Distract helps when encountering unhappy people. A smile is the first thing people see when they see you – if you smile at them, they will smile back. Acknowledge that you understand or recognize their horrible experience was awful is all people want
in order to turn their mood around. Lastly, distracting a person from whatever it is that makes them unhappy will aid in putting themon the right track to forgetting what made them upset and make them look forward to something that will make them happy.

Don't let them get to you. The main objective to spew how upset a person is, is to let all those around know how miserable they are for sympathy. Misery loves company – and it is true! Yet, if you give into the anger, your whole mood changes and so does your booth. People don't realize they are doing this however it is like a
billboard sign telling all “keep away” if you take a step back from the situation. Nip it in the bud or else it will spread and kill the happy aura that should be in your booth. How do you deal with this? Make a conscience choice to not let it enter your booth or affect your mood. You might have to excuse people from your booth
or do your best to distract them with a different, happier topic. Try, “I am so sorry to hear you're having a bad day, but the good news is you are here now and that incident is in the past...” then pick out something in your booth that would instantly make them forget about their troubles. If it is a neighbor, you need to either
ignore them or be frank and state, “I am busy (with customers, setting up, organizing my booth, etc.) and I cannot help you, please leave so I can finish my work.”

Dealing with “shrieking customers”. Shriekers are those who shriek about the cost of something or argue with you in how something isn't handmade. When you have a shrieker try, “Yes, my hand knit scarves are $125, but what you might not know is they are made from wool from my own sheep on my farm in Kentucky. I personally sheer the sheep, spin and dye the wool, and make all the scarves you see here. Granted, they are NOT for everyone, but I wouldn't be here if people weren't coming back time and time again buying them because their
friends and family want one due to how warm they are and they go with anything!” The idea is to twist it around, showing them there are many reasons why people buy it despite the “sticker shock”.

While each situation is different, I have used these tips to help diffuse negative situations. Try it at your next show and report back how effective the advice is. Don't worry be happy, have a good week all!
- Michelle Sholund, www.quickcraftartisttips.blogspot.com

This was my 2nd year at Mayfaire. It is in Lakeland, Florida, around Lake Morton. It is a home show from me, within an hour’s drive. It is usually hot and a fair to good show for most.

Set up is grueling due to the heat, since check in is from 11-4. It would be better if they had latter check in, so that one does not have to set up in the midday heat of early summer. Summer comes early here. That being said, at least you can easily drive up to your booth, since they are on grass along the lake in a single line. When I arrived I discovered that my spot was on top of a man hole! Joy! When they came to deliver juice, water, and bagels in the morning, my husband asked if they had a rug that we could cover the man hole with to contain the sweet acrid smell and cover the holes in it. We did not want to have someone trip when they got a heel caught. Surprisingly, they brought a rug within an hour for us to use during the weekend. I guess if you never ask you never know if a solution can be found.

The weather was hot, but breezy, so it was not as unbearable as last year. Last year my knuclebuster literally melted with the heat and sun. It now is always covered when it is hot. Sunday was somewhat cooler after the front passed by overnight, which reduced the humidity.

My sales were of by half. I was really worried after Saturday's zero sales. People were looking and very interested, but did not buy from me. I was at the beginning of one end, so I frequently heard I just got here, I will stop back on my way to the car. In the heat, they probably forgot about us and left for some ac. On Sunday, people actually bought, but enough to make up for no sales on Saturday. The crowds seemed lighter that last year. I do know of several that had good sales, but most were off from previous years.

The judging seemed fair. He actually asked questions and looked at the work. I did not hear any negative comments about him just passing by and not at least looking. The main negative comments I heard were about the usual suspects receiving the top awards.

Other than the midday check in time, the only other main thing that needs addressing is the lack of boothsitters. They go out of their way in so many respects, bring water frequently, etc, but provide no booth sitters. The award winners had to wait a half hour after when the award ceremony was supposed to take place. They may have lost sales waiting for their checks. Luckily, my husband was there to man my booth, as most of sales for the day came right then.

I would do it again. You must be prepared for the heat. The crowd does buy.

Sorry no pics.

Just drove home from the Dallas "City Arts 2010" and should have left on opening day.As I hadn't done an indoor show in a few years I had called a couple of weeks in advance when they announced that the show will be held for the first time indoors in the Automotive building, if they would have anyone that rents pipe and drape, the answere I got was "what is pipe and drape?". After explaining what they were she said she would call me back.. After a couple of days I called back and was told of a rental company I could call and rent some for at $45 a day per 10 ft and $90 delivery ,but they were not apposed to us setting up our canopies . No big deal so I just brough my Lite Dome frame and some drapes.. Arrived on Thursday to chech in and set up at Fair park in Dallas. Checked in and asked for my packet, Why would you need a packet or an Artist tag.I was told..again no big deal, I go into the building find my corner and set up, the A/C was off, again no biggie, for sure it will be on for the show. Remember this is Texas in May.

The show starts at 6PM on Friday till 10 PM for VIP's. The crowd of VIP's was underwelming to say the least but I was one of the lucky ones and did $1200. Most that I talked to did zero. BTW the A/C still hadn't been turned on. On Saturday they claimed on their web site 12,000 people were in attendance "No way" maybe and that's a big maybe 2,500 and most of them just happen to drop in because they came .....now get this for the "Craft" show that was in another building which we were never told of and had sticker shock when seeing Art for Thousands of dollars when they came to buy and look at $10 whirlly birds. Again no A/C untll 5PM and by that time you couldn't have cooled the building down, most were going back outside to cool down. This show had some fantastic Art, a lot of very high end Art and most said they will never be back. Sunday (Mothers Day) was no better. I at least made expences but most didn't and I talked to at least 20 who did zero.

Why, with the resourses of Dallas cant they at least put on a show even 1/2 of Houston's" Bayou's", even" The Woodlands Waterways",, Ft. Worths "Main Street", Southlake, Austin etc.

It's been said this show is very good, with lots of people spending money. Was happy to be set up close to my sister, who has made great money there in years past. We were also blessed in the fact that there was no rain or thunderstorms like there were in PA (where I live). Show was from 10-4:30. By 1:00 the wind just started getting tricky, but where the heck where all the people who supposedly come to this show? Turns out the promoter did NO, absolutely NO advertising of any sort this year, not even a sign. Most of my customers said they had no idea there was a show. They were going somewhere else in town and happened to notice the tents and came on over. Sales were very low compared to what was expected.

By 2:00, the wind gusts left many artists/crafters with destroyed tents and damage to merchandise, so everyone packed up and left.

I have to make a comment about the shoppers though. As artists were scrambling to get their stuff packed and get out of dodge, people were actually asking WHY we were all packing up?? They were obnoxiously still trying to paw at your merchandise while you were frantically trying to put it away, AND asking questions about the product, oblivious to the mayhem going on around them. All vendors I talked to said the same thing. Where were these "interested" people when the weather was half decent in the morning??

Had one customer at the very end, that dug in my bin already being packed, who insisted she must have this item. Told her the price and she was trying to make me a deal. Told her NO deal and as a matter of fact there would be another 7% added for sales tax. She was upset but I told her she had 30 seconds to decide because I was leaving and officially closed for business.

Another problem at the show was NO FOOD OR DRINKS! Not one concession there to buy anything from. This should have been made clear on the application.

Had a higher dollar show booked for today, but opted not to even bother going due to the high winds.

40 Questions Blog Series: Question 17 – Should I Accept Credit Cardsand Who Should I Choose for a Credit Card Merchant?

Ok, I know I have not been diligent in pumping out more blogs for thisseries and to make up for it, I am doing a 2-fer for Question 17.In the business of getting my own work produced for up coming shows Ihave found a bit of time to read a few posts on forums regarding thehot topic of credit cards. I read at least 4-5 LONG posts with manyreaders weighing in their thoughts on the topic every year and a lotof the info is still the same. So, if this “quick” post isn'tenough info for you, please visit art fair/crafter sites (for example) such as this one -artfairinsiders.com - and craftlister.com with forums and messageboards for more opinions on the topic. Also be sure to look back onold topics – the info is VERY relevant still today!

Question 17 – Should I accept credit cards as a form of payment at shows andwho should I go with as a credit card merchant?

First, should I accept Credit cards? When it comes to serving customers –as we are still on the subject of customer service – customersexpect craft artists to have the same amenities that retail storeshave because art shows are essential retail shows. One of theseamenities is accepting credit cards. As a society, more and morepeople carry debit cards and credit cards and use them as regularforms of payment and rely less on cash or check. It is easier,faster, and tracking money couldn't be easier too. When we look atthis more in depth, think about customers at shows and what wouldthey most likely carry. For the most part, they tend to carry littlecash (unless they are budgeting their money) which tends to go forfood and maybe one or two small price items. The rest is paid forwith a card. Why? Well, people don't feel as comfortable todaycarrying -wads of money – when a simple card will suffice. Peopletend to buy more if you inform them you accept credit cards, “ohyou have a set of earrings with the pendant – I'll take it!”Another reason, show patrons are more likely to pay with a creditcard on items priced $20 or more – who has $1,200 in cash for alarge framed watercolor painting? The exception to this rule fallswith the “older” crowd because their mantra is spend what youhave, while younger generations are more apt to pay it off in time.For older folks it isn't unusual for them to pay in cash and have$300+ rolled up in their wallet/purse. This is why it is importantto accept credit cards, checks, and cash so no one is excluded.

Accepting credit cards IS NOT EXPENSIVE. Accepting credit cards opens thedoors for more cash flow and speaking from experience, it hasincreased my sales 30% or more. There have been shows where if Ididn't I wouldn't have made any money and a majority of what I makeand sell is under $20. You will need to determine, based on how manyshows you do a year, what type of machine to use – a knucklebuster, Nurit machine, cellphone with a credit card ap... Manycredit card processing companies, such as 1^st NationalProcessing offers help in this area. In most cases the only fees youhave is the machine – depending on what you go with , the bank fees– usually 2-4% of each transaction, and a monthly fee. A monthlyfee can vary from company to company, but can run from $8-$35 amonth.

Now, onto the second part – who should I go with for my credit cardprocessing company. I cannot stress enough that you MUST do yourhomework on this. Many folks who know nothing about credit cardprocessing end up going with their bank and find out their fees areoutrageous and do not work with small business such as craft artists.Some banks might offer a good deal at first, but after awhile theycan change the rules – up the fees, customer service slacks, etc.The best place to look is at art and craft business magazines such asCraft Reports, Sunshine Artists and regional art show publications.The companies who advertise in the publications are FOR THE ARTIST,not big companies and have experience WORKING WITH the needs ofartists. Two of the biggest ones I know of is 1^stNational Processing and Propay, but there are many others that offergreat perks. Deciding on which one to go with will fall on readingthe fine print, reading reviews about what others think about thecompanies you are interested in, and your budget.

I have been a customer of 1^st National Processing for about 5years now and have nothing but praise for them. They are reputable,I talk to live people 24-7 when and if I have a question, offer alarge selection of credit card machines (with rent to own options),payment options, as well as info on choosing a credit card company.If you do go with them, let them know I sent you! They also have agreat referral program. However, I have heard a lot of praises fromPropay and others as well. It all depends on what your needs are.

Final thoughts. If you are new at selling at shows, don't rush out to geta credit card machine because you may find out doing shows isn't foryou. You may find dealing with the public or setting up and breakingdown may be too much, plus the costs of display furniture andmaterials and so on is what you should focus on and if you like doingshows, only then should you entertain taking the next step. Takereviews with a grain of salt. Some people have a bad experience witha credit card processing company because they never bothered readingthe fine print and learn the hard way of why their fees are so highand can't get out of their contract. In other words it isn't alwaysthe companies fault – there are two sides to each story. Openingthe door for accepting credit cards at shows opens the door foraccepting credit card orders year around – great for commissionwork, people who end up being collectors of your work and cannot getto your shows, and more.

I hope this topic has helped some of you whether you are thinking aboutaccepting credit cards for the first time or have been acceptingcredit cards, but think it is time to look for a new processingcompany. Again, if you need more info, the info is out there andmany of your peers are happy to offer their two cents. The next 40question blog post will deal with handling problem customers andneighboring artists. Have a good weekend and sell sell sell! -Michelle Sholund www.quickcraftartisttips.blogspot.com