Challenge Update #1

Last month about this time I challenged you to time yourself when you are working on any quilt, whether it was for a customer, for a charity, for family or for yourself. I am hoping that by doing this, you have discovered some interesting information.

To begin discovering some of this interesting information, let’s start with the obvious.

To determine how much $$ you made per hour when working on an individual quilt, take the total hours worked on the quilt (from when you timed yourself on this quilt) and divide it into the price you are charging.

If you go back to my post from last month, (to view that post Click Here)I documented two customer quilts I worked on. The first one, Starry Night Quilt, 74 x 83 inches, took me 4.83 hours to quilt. I charged my customer $250 for the quilting labor. So, $250 divided by 4.83 = $51.75 per hour that I “made” when I was working on this quilt.

The other quilt I documented was All My Scraps are Stars, 91 x 108 inches, with a LOT of detail quilting. This quilt took me 14.57 (rounded down to 14.5) hours to quilt. I charged my customer $500 for the quilting labor. So, $500 divided by 14.5 = $34.48 per hour that I “made” when I was working on this quilt.

These numbers do not include any business or operating expenses or any self employment taxes. A very general calculation would be – one third of your hourly “wage” goes to business and operating expenses, another third goes to self employment taxes and possibly recovering the cost of your quilting machine, the remaining third is your profit or what you actually make! Yes, all this can be individualized to your personal situation.

If you track what you make per hour, per quilt, over time, you should be able to come up with two important pieces of information. You should determine 1) the average time it takes you to quilt a quilt – you can break that down into quilt sizes like King size, Queen size, etc. – and 2) you should be able to determine an average hourly rate / wage you are making when you are working on these quilts depending on the pattern / technique you are quilting.

For example – I can quilt a Queen size quilt with medium density, “light” custom, free hand quilting in about 6 – 8 hours. If I charge, on average, $300 to quilt a Queen size quilt, then my hourly “wage” will be between $50 – $37.50 per hour. ($300 divided by 6 hours = $50 per hour, $300 divided by 8 hours = $37.50 per hour.)

Knowing this information, when I am consulting with my customer about quilting designs – and I have been tracking the time it takes to quilt the patterns / designs / techniques – I can recommend quilting designs that are appropriate for that quilt, that I can quilt in 6 hours, maybe less, but no more than 8 hours.

Also knowing this information, if the quilt says it needs a pattern / design / technique that will take MORE time, then you can start raising your price accordingly for that project. Estimate how many extra hours it will take you to quilt the particular pattern / design / technique, multiply that by your hourly “wage” and add that to your price.

Example – Let’s take the Queen size quilt from above and even though I may be doing somewhat simple quilting in the body of the quilt (let’s assume there are many busy prints in the body of the quilt) my customer decides she wants a feathered cable design in the border. I quilt the feathered cable design with templates, which is a more complex, time consuming technique. I have to determine HOW much extra time I will need to quilt this border design. Let’s assume that I estimate that it will take an extra 3 hours to quilt the border. For simplicity’s sake, let’s say I have an hourly wage of $30 per hour. Because I KNOW all this information, I will ADD an additional three hours to my estimated time of quilting and ADD an additional 3 hours of my hourly wage to this quilt ($30 x 3 = $90, rounded up to $100 to make things easy.) An estimated price then would be in the $400 range, for quilting labor only!! Batting, backing, thread and binding are all charged separately and not included in this price.

What if you don’t know how much extra time it will take you to quilt a different pattern / design / technique? Then I add percentages such as an extra 25%, 50%, 75% or more, depending on the complexity or difficulty of the quilting.

For our Queen size example from above with $300 for “basic” quilting, 25% extra would be $75, which I would probably round up to $100, which is about 30% of the basic price, 50% extra would be an additional $150, etc.

I can hear some of you right now saying, “Cindy, you are a crazy woman!! I could NEVER charge my customers that much money for my quilting!!” And I would answer you by saying “Why not???”

YOU are a highly trained, skilled, professional person. If machine quilting were so “simple” your customer could do it themselves – but they don’t. YOU have invested thousands and thousands of dollars into your quilting machine. YOU have invested hours and hours of your life learning how to use your quilting machine. YOU have invested more hours and hours and hours practicing, practicing, practicing your quilting skills. YOU can do things with your quilting machine that your customer CAN’T do and they are paying YOU to do this!

I travel around the country and talk to other quilters about their businesses. So many quilters are “locked” into the length x width x XX cents per square inch pricing. They will do all sorts of fancy, complex quilting – free hand, pantograph, computerized, templates, etc. – and NEVER charge anything more than length x width x XX cents per square inch, AND they will spend HOURS AND HOURS AND HOURS working on the quilt with NO idea of how many $$$ they are making (or loosing) per hour!

Let’s say you are thinking of putting a deck or porch on the back of your house. You want the deck to be 7-1/2 feet x 9 feet. You talk to a contractor about this and he says a basic deck / porch, no railings, nothing fancy will be $500. You think that having railings around the deck / porch might be a good idea, especially when the kids and /or grand kids come to visit. You also say that you would like to have a cover over the deck / porch, seats built into the railings and some planter boxes on the top of the railings. Is the contractor going to do all of the extras for the same $500 cost? I don’t think so!! He would – and he should – raise the price he is charging you according to what you want to have done to your deck / porch.

Why are YOU any different from the contractor in this example? If you haven’t figured it out, 7-1/2 x 9 feet is 90 x 108 inches, the same size as a Queen size, pre-cut batting! Think of yourself as a “quilting contractor” – the more quilting your customer wants, the more YOU SHOULD be charging for it, and they should and WILL pay for it!

Trust me, I have a LOT more to say about this, but for now, let’s finish with this – keep timing yourself on every quilt you work on. Begin to collate and group your information by quilt size, technique, pattern, etc., and see what information is starting to emerge about YOUR quilting.

As always, please leave a comment – I WILL be wearing my flame proof underwear or maybe I should make it a flame proof suit!

If you would like, send me a personal email at longarmu@aol.com

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Take the Challenge – An Almost Update

I am working on my next post, based on the Take the Challenge post of last month.

If anyone has taken the challenge of timing their work and would like to share any trends, insights, observations, etc., with me please send them to me in an email to longarmu@aol.com. I may include them in the next Take the Challenge post which will be online hopefully within the next few days.

If I use your information, I will use only your first name or initial.

I do hope that those of you who have “Taken the Challenge” respond so we can all learn from each other.

If you have any questions about this or need more information, please contact me at longarmu@aol.com

Take the Challenge!

Usually around the first of the year I write about raising your prices – which you should be doing –  but this year, I want to do something a little bit different.

I have a challenge for YOU! For the next 30 days, I want you to TIME yourself when you are working on ANY quilt.

No, this is not to play “beat the clock,” or “I can quilt faster than you can!” This is to show you how much time you are taking to quilt a quilt. By tracking your time for at least 30 days, you should see some interesting trends developing. Before we talk about interesting trends, let’s talk about what to “time.”

FWIW – I time myself on 98 % of the quilts I work on, and yes, I can give you all sorts of timing details on the quilts I have done!

What to time  – I break my timing into three major sections – putting the quilt on the machine, actual quilting time and “after quilting” time.

Putting the Quilt on the Machine – Why is this important information? Remember back to when you were a beginning quilter (even if you weren’t quilting as a business.) How long did it take you to put a Queen size quilt on your machine? If you were like me, it took about 3 hours, maybe longer. My thoughts were, there is SO much fabric and SO many big pieces and where to do they all go and what gets pinned, etc., etc. Today, after putting (literally) a thousand + quilts on my machine, I can put a Queen size quilt on the machine in about 35 – 45 minutes, if there are no major problems.

If you are a fairly new quilter, after more than a few quilts, you should see a decrease in the amount of time it takes you to put a quilt on the machine.

Once you are aware of the time it takes you to put a quilt on the machine, you may be able to figure out more efficient ways to put a quilt on your machine.

Even though you are not “quilting” when you are putting a quilt on to the quilting machine, I do consider it as “quilting time” and include it in the total time it takes to quilt the quilt.

Actual Quilting Time – This is the time you are standing at the machine and actually working on a quilt. It makes no difference if you are quilting with a computer or hand guiding the machine. It also makes no difference if you are quilting pantographs, doing free hand work, working with templates or doing super duper over the top super dense custom quilting. If you are touching the machine, the needle is moving, stitches are being made, bobbins are being wound or you are moving the quilt from workspace to workspace, this is actual quilting time! This will be the bulk of the time you are working on your quilt.

For many years, I drove a school bus and I had to keep track of my time on the routes, etc., Instead of counting minutes, we counted hundredths of the hour. Here is how it worked – the clock was divided into 100’s, so 15 minutes was .25, 30 minutes was .50 and 45 minutes was .75 of an hour. For simplicity’s sake, 5 minutes is calculated a .08 of an hour. This makes things so much easier to calculate and I continued doing this when I time my quilts. Example – if it took me 45 minutes to put a quilt on the machine, I would write down .75 hours. If I was quilting for 55 minutes, I would write down .91 (45 minutes = .75, 10 minutes = .16. So, .75 + .16 = .91) If I was quilting for 1 hour, 30 minutes, I would write down 1.50 hours.

Most smart phones have a clock / timer/ stopwatch function on them. Some people like to use the stop watch function, some people prefer to set the time for a specific amount of time and work until the timer goes off. However you like to track your time, do it and write it down.

Many times when I’m quilting I listen to podcasts, each of which is about 40 minutes long. I will keep track of the number of podcasts I have listened to when I calculate my time.

If nothing else, write down your start and finish time and figure how much time it was.

Note: I like to add the date to my times. Many times I am working only a few hours a day on a project – the project may take only 6 hours, but it might have taken me 4 days to do them!

While you are timing yourself, you can break the time down into categories / sections / repeats / rows / techniques, etc.

For example, when I quit pantographs, in addition to the time I am tracking on the whole project, I will time myself on the actual quilting time – the time the machine is moving – on at least one row of the pattern. Let’s say that for a queen size quilt, from raw edge to raw edge, one row of pattern took 30 minutes of quilting time. It took another 10 minutes to do the “roll up” and re-setting of the pattern, etc. You can calculate that it will take 40 minutes (.50 + .16 = .66 hours) to quilt one row. If your pattern is 10 inches wide and your quilt is 100 inches long, that will 10 pattern repeats. At 40 minutes /.66 hour per row that would equal about 6-1/2 hours to quilt.

I do a fair amount of template work. When I am working with templates, I will time myself per block / motif / border section / etc., when using that particular template, in addition to the total time it takes to finish the quilting.

As you can see, in addition to your actual quilting time, you can break your time into as many “pieces” as you want to determine all sorts of things.

Those of you who “float” the bottom of the quilt top, I would love to know how much time you take to “fuss” with the quilt top to keep it straight and smooth each time you do a “roll up” of the quilt. If some of you could send me this info, I would greatly appreciate it.

Then there is the “After Quilting” Time – What is after quilting? To me, that is things that need to be done to the quilt before the quilt is taken off the machine and before it is either ready for binding or to be given back to the customer.

For example – After the main quilting is done, and before the quilt is taken off the machine, I inspect the quilt both top and the quilt bottom / backing fabric to make sure the stitching is good, that there are no tension issues on the back, no un-quilted spaces, etc. If anything needs to be fixed with the machine, I do it at this time. Many times when I use templates I will drag my thread from place to place. These “dragged threads” need to be trimmed from the back, and yes, I time this too! The threads have already been trimmed on the quilt front during quilting.

I trim my quilts so that there is about 1-1/2 to 2 inches of backing fabric and batting from the raw edges of the quilt top before I give the quilt back to my customer, if the customer is applying the binding. (All the trimmings are returned to the customer, unless they are very small.) I generally don’t time this, but I will allow an extra 15 minutes (.25 hours.)

I like to make a chart and write everything down.

Here are some numbers from an actual quilt I did – click on any photo for a larger view


Starry Night Quilt, 73 x 84 inches
click on the chart for a larger view.

I like to round my numbers, so this quilt took me (rounded up) 5 hours from start to finish. This quilt was free hand quilted.

Here is another quilt – the photo is of half the quilt.

All My Scraps are Stars, 91 x 108 inches
click on the chart for a larger view

This quilt was quilted free hand, but there was a TON of quilting , LOTS of detail work and it was HUGE!! As you can see, this quilt took me 14-1/2 hours (rounded down slightly) over 6 days to complete! I also had some stitching issues that had to be taken out and re-quilted and those were included in the times above.

I don’t want to overwhelm you with more details, so I will end here by saying – accept my challenge and time yourself for the next 30 days and see if you can see some interesting trends in YOUR quilt and quilting.

I will write more about this in 30 days. Until then, keep on quilting!

Feel free to leave a comment and if you would rather send me an email, please do so at longarmu@aol.com

A Different Situation

I was contacted by someone earlier this week who was looking for some insight into a problem they were having. I think there is something to learn from this problem but I am not quite sure what it is. There are many questions that I can think of, most of which I have no answers. I am hoping that you can think about this and post your thoughts, suggestions, etc. Here is the situation as told to me –

The person who contacted me is a piecer, who pieced a king size quit for her daughter who is now at college. She took the quilt to a local machine quilter (I do not know who the quilter is or where she is located) for quilting. While at the machine quilter’s business, during the intake of the quilt, the customer insisted that the quilter write out a work order (which the quilter normally doesn’t do). The customer was very specific about what she wanted quilted and where it was to be quilted. According to the customer, this was all documented  and the quilter said that doing these patterns in these areas would be no problem. The customer has a copy of the work order.) The customer left a $200 deposit and waited patiently for the quilt to be completed.

After 5 months, the quilter called the customer and said the quilt was ready to be picked up. When the customer picked up the quilt, the quilter had quilted different patterns and designs instead of what the customer had chosen. The customer was not contacted about the pattern changes and did not approve of any pattern changes before the quilting was stared. When the customer asked the quilter why she didn’t do the quilting that the customer had insisted on, the quilter said “I felt that my choice of designs would work better on the quilt than yours did.”

The customer, who is very, very angry and upset about this, grabbed her quilt and left. The quilt is now in the possession of the customer.

The customer, who is the person who contacted me, is LIVID about this! She is saying the quilt is “ruined” and that she can’t look at the quilt without all these bad feelings, etc.

The customer was talking about contacting a lawyer and is wanting compensation for the quilting amount (which was about $500. I don’t know the exact amount), the cost of the materials of the quilt and the time it took her to piece the quilt. The customer says she can document the cost of the materials and that she knows how long it took her to piece the quilt.

In total, the customer is looking for “several thousand dollars” in compensation from the quilter.

Here are some of my thoughts on this situation –

If I were the quilter and this was my customer and I did not quilt what the customer insisted on – and which was documented – I would give back the deposit and offer to re-quilt the quilt for no charge.

I don’t know if I would offer to take out the quilting or have the customer do this. I would say (and document) that the quilt would need to be returned to me un-quilted buy a certain date, maybe three months in advance, and then give a date as to when it would be completed. I would do the re-quilting and give the quilt back to the customer as graciously as possible.

Hopefully, this would solve the problem and everyone is more or less happy.

When thinking more about this situation, especially where the customer wants compensation for the quilt, here are other questions / thoughts that I have. I don’t know if these are legal questions or if they would have any bearing on this situation or not. Let me know your thoughts about this –

The customer says her quilt was “ruined.” I don’t feel that the quilt was ruined. The quilt (I have seen photos of it) is nicely pieced, it is nicely / adequately quilted and it is in a usable condition. Even thought the quilt is NOT quilted the way the customer wanted it, but the quilt could be gifted or donated and someone would be thrilled to have it.

Even though the quilter quilted the wrong designs, the work was still done and the quilt is still usable. Should the quilter be paid for the work she did on the quilt?

Because the customer now has possession of the quilt (no matter how it was removed from the quilter) does that mean that the customer has “accepted” the quilt “as is”?

If there were holes ripped in the quilt or the cat or dog had babies on it, or something else happened where the quilt was totally un-usable, that, in my opinion, would be a different situation.

If the quilt is usable, should the customer be given / awarded compensation for the time and materials used to make this quilt?

If the quilt was un-usable, should the customer be given / awarded compensation for the time and materials used to make this quilt?

If the customer would be given / awarded compensation for the time and materials used to make this quilt, how much should it be?

Let’s assume there was $250 worth of fabric for the top, $75 worth of fabric for the backing, 100 hours of piecing time at $15 per hour = $1,500. The total documented time and materials is $1,825.

Let me know your thoughts by writing in the comments box below. If you would prefer to contact me privately, send me an email at longarmu@aol.com

A Post on Pricing

While I was on a FaceBook group, someone posted this link to a blog about pricing items for sale. I read the blog post and it is a great post and brings up many different thoughts and comments on pricing. The pricing that is talked about in the blog post is for hand made items such as knit, sewn, crocheted, jewelry, etc., but the information is just as accurate and timely for a machine quilting business.

The blogger who wrote this is in the UK so the pricing is done in “pounds” not dollars – just substitute a $ for the pound sign.

To view the blog post Click Here 

PS Usually summer is a slow time for machine quilters. If it is slow for you, what a GREAT time to raise your prices. Then, when things pick up in the fall, your prices are higher and you will be making more $$$!!

Let me know your thoughts about this blog post.

 

You Don’t Have to Justify!

A few weeks ago I was teaching a class about the “business end” of a machine quilting business. In this class, along with a lot of other things, I talked about offering additional services, such as binding quilts, to your customers. In my opinion, binding quilts is not that hard to do and you can make a fair amount of $$ at binding quilts.

In my quilting business I have four different pricing levels for binding. They are –

Binding #1, $2.50 perimeter foot – Trim the quilt, make the binding (straight binding, cut selvedge to selvedge) and apply the binding to the front of the quilt using my home sewing machine. The customer is responsible for hand stitching the binding to the back of the quilt.

Binding #2, $3.00 perimeter foot – Trim the quilt, make the binding (see above) stitch the binding to the quilt, front and back, using my home sewing machine. (This binding in totally applied with the home sewing machine.)

Binding #3, $3.50 perimeter foot – Same as Binding #1 except that I hand stitch the binding to the back of the quilt.

Binding #4, individually priced – This is Custom Binding such as bias binding, piped binding or any other type of binding that is different from Bindings #1 – 3. There is no “upper limit” to the price on this type of binding.

Example – a Queen Size quilt is 90 x 108 inches (the size of a pre-cut Queen Size batting) which equals 33 perimeter feet. (90 +108 x 2 divided by 12 inches per foot = 33 perimeter feet) Of course, the number of perimeter feet would be different on different sizes of quilts.

Using the example above my prices would be –

Binding #1 – $82.50 – and it takes me about an hour to make and apply this binding
Binding #2 – $99 – it takes me about 1-1/2 hours to make and apply this binding
Binding #3 – $115.50 – it takes me at least 2-1/2 hours, probably more, to make and apply this binding.
Binding #4 – is not included in this example.

I stated that of the customers who have me apply binding, they usually chose Binding #2. And, I love the $$ I can make applying Binding #2!

Everyone in the class seem receptive to the idea of charging for binding and for the prices I was suggesting.

Note: If you are NOT offering binding services to your customers, please think about doing so!

I would also like to say that in my business, only about 15 – 20% of my customers have me put the binding on their quilts. I don’t tell my customer how much time it will take to apply the binding to their quilt – I also don’t tell my customers how much time it has taken me to complete the quilting on their quilt.

A few days ago I received an email from one of the students in that class. Among other things, she stated that, in her opinion, I was “gouging” my customers in my pricing for my binding, mainly because it takes me such a short time to apply a binding (Binding #2)!

Fair warning – I am going to rant for a little bit!

In my classes, I tell people how I run my machine quilting business. I am not saying that my way is the “best” way or the “right” way to do things – it is the way that is working for me, at this moment in time. YOU are an independent small business owner. If you feel that my prices are too high or too low, you can charge what YOU want in YOUR business! I am NOT going to come and re-possess your quilting machine, or do harm to your quilts if you don’t charge the same as what I charge!

Here is a definition of “price gouging” from www.LegalDictonary.net  https://legaldictionary.net/price-gouging/

Price Gouging – The practice of raising prices on certain types of goods and services to an unfair level, especially during a state of emergency.

Also on the same page is this –

In most states with price gouging laws, the act is defined by the presence of three criteria:

Emergency or Crisis Situation – applies to abrupt price increases during a time of disaster or other emergency
Essential Items or Services – applies exclusively to items or services that are essential to survival
Price Limit – sets a limit on the price that can be charged for essential goods or services

In my mind, “gouging” the customer is also when you are the ONLY person in an area who can do “something” and you charge a huge amount of $$ to do so.

Personally, I don’t think my charges for my binding services fall within the legal definition of price gouging. (I am not a lawyer – if you are, and I’m wrong, please let me know.)

I do feel that something should be said about experience. I have been applying binding on my own quilts and customers quilts for well over 20 years. I am efficient at applying binding and I almost have a “system” when I do so. Because I can apply the binding efficiently in a relative short period of time should I charge LESS for my binding services? I say No!

The same could be said for my quilting. Because I can quilt some patterns efficiently and in a relatively short period of time, should I charge LESS for those quilting designs? Again, I say NO!!

Here is an example in my own life – In my backyard I have a tree limb that is broken and hanging in the branches of the tree. It is about 20 – 30 feet in the air. I am afraid that someday this branch will fall and wipe out my fence and possibly hurt someone or the neighbors dog. I can’t reach the branch, my son can’t fix this, neither can the handy man I hire on occasion. I have to hire an arborist to come and get this dead branch out of my tree. I will have to pay him $$, probably a lot, to fix this for me. He has experience doing this and will probably get it done in a short amount of time. Is the price he will charge me “gouging”? Probably not. Will I pay his price, YES! Will I grumble about it, possibly. But the job will be DONE!! And I don’t have to worry about that branch anymore! (He is coming and fixing the tree on Saturday.)

If my customer is willing to pay the $$ for me to bind their quilt, it is their choice. I do a good job and the job is done well. In my opinion, it is NOT gouging!

I am now finished with my rant and I hope that you will feel free to post your comments about this.

Cost of Longarm Quilting – Response

A few days ago I posted a link to a blog article about the cost of longarm quilting. (To view this blog article Click Here) I also posted the same link on two FaceBook groups, Quilting Friends and Quilters Show and Tell. Both of these groups are open to all quilters and piecers who are at all levels of quilting. From the absolutely raw beginner to the very experienced and professional quilters.

After posting the link about the cost of longarm quilting, there were MANY responses and comments to that post. Most of the responses were encouraging and appreciative of what longarm quilters do for their pieced tops.

Then there was a somewhat negative response –

 If a longarmer ruins a pieced quilt top, does he/she carry insurance to cover the (at least) the cost of materials back to the customer?

Which another person replied –

Not likely!

Two responses to a post, SO MUCH to write about!!!!! Where do I start???

Let’s start with business insurance. If you are quilting as a business, YOU NEED BUSINESS INSURANCE! If you are working from or in your home, DO NOT  assume that your homeowner’s insurance will cover any business “problems!”

Note: I am not an insurance person and I don’t know anything about insurance except what I have learned the hard way. Always talk to an insurance professional with any insurance related question or problem.( If you are an insurance person, feel free to comment on this or contact me privately at longarmu@aol.com)

Talk to your insurance person and tell them you have a quilting business. They will probably have NO clue as to what you do, that’s OK. Invite them over to your home/studio so they can see what equipment, supplies, etc., that you have. Make sure your coverage includes your equipment and the customer quilts you have in your possession. You need to KNOW what the (insurance) definition of “ruined quilt” is, what is covered for a ruined customer quilt and how a value of the ruined quilt is determined. If needed, get this information IN WRITING from your insurance person and keep it in your files.

Tip – if your insurance person doesn’t know what kind of insurance you need, the magic words are “Inland Marine.” I have no idea what this means, but say that to an insurance person and their eyes light up and they know what to do!

Let’s assume that the insurance definition of a “ruined quilt” is where the quilt is destroyed in a fire, flood, or other type of disaster – which I hope and pray NEVER happens to you. In other words, the quilt is totally un-usable in it’s ruined/destroyed condition.

In most cases, it is up to your customer to provide receipts and records to document the $$ they spent on the fabrics, pattern, and any other supplies needed to complete the quilt top.  Generally, there is no allowance made for the time it took to piece the quilt top. Even if your customer says that the quilt top is worth several thousand dollars, if they can’t DOCUMENT that amount, the insurance company may pay only a fraction of that amount!

Now let’s assume that the “ruined quilt” is not destroyed in a fire or flood. For whatever reason, your customer is not happy with the quilting and she is saying that you “ruined her quilt.”

This is where you have to play detective and find out why your customer is saying this and what can be done to fix things.

There can be MANY reasons for your customer to be unhappy – from machine and tension issues to unrealistic expectations. YOU have to talk to your customer and find out what (in their minds) is wrong.

Did your customer say “do what you want” on the quilt and is not happy with what you did? Did you document that statement on your worksheet – that the customer signed and dated before leaving their quilt with you?

How long after picking up their quilt is the customer saying they are unhappy with it? Is it within a day or two or has it been six months or longer?

What is happening in your customer’s life at this time? Is she taking out her frustration from another situation on you?

What does the customer expect you to do about this situation? Her solution may not be as drastic and you think it is?

Hopefully you can work with your customer to come to a resolution of this problem.  This may mean re-quilting some areas of the quilt, or possibly giving the customer a refund, discount, or credit for future quilting.

I have a booklet, “Your Customer Worksheet” where I have an article title “The Unhappy Customer – What to Do!” (This booklet is available on the Longarm University website. For details Click Here)

For a short time, I will send you a FREE copy of the the Unhappy Customer article if you send a private email to me at longarmu@aol.com and request a copy.

You WILL, at some time in your professional quilting career, have an unhappy customer. This situation should be handled in a professional way and your customer (hopefully) will be satisfied with the solution.

I look forward to your comments.