simple sell

Last week, I visited a local tech company to sell my stuff at their private holiday fair which takes place during the week at their campus. I won't name this company but it's probably the most famous tech company in the world. I know better than to do stuff like this but I was beguiled by the chance to check out this company up close and also to have a captured, employed audience. So I pack up some bins and haul them into the heart of Silicon Valley.

We've all heard tale of these fabled tech companies with their ping-pong tables, their arcade video games, their on-site massage therapists, their sprawling hang-out areas with comfy couches and bean bags, their bicycles and skateboards to get from place to place, their workers dressed in t-shirts, flip-flops, and jeans. Okay, it's all true. I was particularly impressed with the open cafe that had every form of caffeine you could possibly want, for free. Also, the bathroom, which had fancy Japanese-style toilets-- which I have a fetish for--and a pile of tampons. An employer who supplies its female workforce with tampons... interesting.

So, I'm all jazzed up, ready to sell. My table is adorable, and the other vendors are coming over and feeling up my stuff. The employees start streaming in, and... and... and... I get totally ignored. I stand there, look expectant and friendly-- not my natural look, it's an effort-- and people are passing me by. They are, in fact, going straight to the chocolate guy who is giving away free samples. I gradually deflate, get sad, then angry, followed by bitterness. I give up trying to look friendly. I sell a couple of things to other vendors, and finally beat it out of there.

I've been thinking about why what should have been a golden selling opportunity was just a total bust. I realized that I gave no forethought to the event, I just went in with my usual shtick and totally failed. Unfortunately I see this happen all the time to other people at shows and other selling venues. Here are a few things to think about as you think about selling at events, especially during the crazy holiday season:

• Think ahead of time about what environment you will be selling in: I was in a super high tech environment where people work 18 hour days, which is why this place serves up free food and caffeine all day, and provides beds disguised as couches. Many employees were carrying their open computers as they walked around, because they were literally working and shopping. These people are not going to stop working on a project for some leisurely shopping time, they have deadlines. They are the very essence of the distracted, short attention span audience. I'm used to selling to people who go out of their way to buy handmade items and are taking their time to browse and ask questions. These people didn't have time for that, and in that sense I was caught completely short.

• Think about the audience the environment creates: These were techie people, not arty types. And they were totally puzzled about what I was offering up, they couldn't make sense of what I had. They didn't understand that my nesting bowls are separate bowls and not one sculpture; they couldn't see that my poppy plates are functional for serving food; and they really couldn't figure out what the fuck a cupcake stand was for, (though I do display it with a cupcake.) And they weren't interested in figuring it out, they just "clicked" on to the next vendor. I thought I was doing what I was supposed to do by offering lots of choices, but I just confused people. They were less confused by the chocolate, the artisan olive oil, the knitted scarves, and the baby onesies, and they went and bought that stuff, leaving me in the dust.

• Then, spoon-feed: Do not make your audience think, that only gives them a chance to think of reasons why they don't need to buy what you have. This does not mean your product shouldn't be intelligent or you can only sell to stupid people. It means your customer needs to understand within about 2 seconds that they want what you have, and the transaction between wanting and having should be as easy and painless as possible. For example, price should always be front and center; people hate asking. The function of the item should be obvious, and if not obvious, demonstrated. Display should be orderly with like items together, people shouldn't have to hunt for that thing you're selling in a different color. I was asking my potential customers to engage with me, to really go through the work I had to offer and find something that they wanted, and that was asking way too much.

My own diagnosis: I was waiting for these people to come to me, when the only way to succeed with this crowd was to go to them, and hand over something that they could immediately hand over to someone else as a gift. I needed a very simple offering that was an immediately recognizable object, like a bowl or a vase. I needed a lot of these one or two items in a few different colors so these poor, overworked, distracted people wouldn't have to process a lot of visual information. And I needed a big sign that had the price, which should be around $38 for the kids who are still paying off student loans, and then $75 for the people who wanted to splash out a bit more. Then, I should have been giving away something, like M & M's or mini donuts, these people need sugar. And, an example of how this item would be packaged: a box, some tissue, a bow, a cute bag. I could have done gangbusters if I knew what I was getting into!

head above water

My resolution to post on my blog at least once a week went straight out the window once the holiday season swept in. If the holiday season were a person, it would be dressed as a terrorist or maybe a special forces black ops dude, who kicked in the studio door while I was trying to take a nap, and started sweeping all the stuff I stockpiled into shipping boxes, all the while screaming that he needs more cupcake stands and bird vases now now now! Just take a look at my sold items for the past week if you want to get a sense of the situation. I thought I had a good stockpile of stuff going, but I was wrong, again. That pile was exhausted a week ago.

The weird thing is, though, I feel totally good. I've been working 10 hour days which is, like, against my religion of laziness, but I've been keeping this very tight schedule of exercise, no drinking alcohol-- during the week anyway-- taking my vitamins, going to bed early, and eating lots of salad and vegetables and stuff. No burrito eating for lunch. And I've been sleeping like a baby night after night which is really weird. And when I say sleeping like a baby I don't mean crapping my diaper and waking up crying every 2 hours. I mean I'm falling asleep immediately and waking up at 6 am.

Then I did this other crazy thing which was totally skip out on doing any shows except for Renegade the weekend before Christmas. I'm not even doing an Open Studio. Usually I'd be dashing here, dashing there, doing trunk shows, pop-up shops, holidays fairs, cleaning the studio for customers, blah blah blah. I just decided to skip this year. So, even though I'm totally busy, I'm also pretty relaxed. And I have my December weekends open for doing other things, which has not happened in years.

moments of truth

There are two incidents that have been replaying in my head lately, seemingly unrelated, but since they keep popping up I've been looking at them more closely and trying to see the connection. They actually happened around the same time, which I didn't realize until I started writing this. One incident is kind of personal and familiar to any woman who has grown up in western civilization in the past 1,000 years. I've had body image issues since I was an adolescent, which was fortunately balanced out by the fact I had a really strong mother who told me I was beautiful every day of my life so my issues did not teeter beyond occasional starvation diets, rare splurges on stupid beauty products, and momentary flashes of self-loathing. But still, I carried the body issues into my adulthood. The gazing in the mirror wondering why my hips had to jut out at that angle, wishing my legs were just a bit longer, sucking in my stomach and wondering if I could walk around like that on the beach and look natural.

Suddenly, a couple of years ago, I got sick of not liking my body. Here I am, totally healthy with a strong physique that years of exercise and good diet brought me, and I can't even enjoy it. I have to focus in on something that's not perfect and make myself unhappy. Sound familiar? I decided right then and there to change my thinking. Every time I look at my body in the mirror now, I think, "Damn, you look good!" I give myself outrageous compliments, I flatter myself shamelessly. Doing that just makes me feel better and then I don't waste time thinking about how I might change my body. Sometimes I catch myself with the old critical eye on that little bulge hanging out above my yoga pants, and I stop myself. I try to love that bulge. I'm not going to say I get wildly ecstatic when I go bathing suit shopping, but at least I don't burst into tears in the dressing room anymore.

The other incident happened around 2006-2007 while I was in New York City helping a friend with his clothing collection during fashion week, which is a crazy, draining, whirlwind event. I went with very little sleep for a week, and after the show was over had a breakdown/crying jag out on the sidewalk. I was crying because business was not going so well for me, and there was something about helping my friend with his business that brought that front and center. Orders were slow and I was having to make ends meet by doing a lot more wholesale, and I hated it. It felt like my business was on the rocks and my success only marginal. This was the lack of sleep talking, but there were some grains of truth in there-- I was drifting. Like confronting my less-than-perfect but still beautiful body it was a moment of truth: get your shit together and work what you have or drown in unhappiness and self-pity.

How does this relate to the present? It's recognizing when the inner voice is trying to send a message. Sometimes it manifests in negative thoughts and patterns, but it's still the inner you exploring the terrain and trying to find the best path. If you read my last post, some of you may recognize the message coming through: the artist, bored with herself and her work...again. It happens to everyone, no matter what they do, I just happen to think it's particularly difficult for the artist because the boredom comes from within. Maybe I'm wrong about that but I always like to think I suffer more than anyone else. Because I do dammit, see those extra-large tears rolling down my face!? Anyway, Christmas is coming and my present to myself is getting my shit together and working what I have. I'll tell you my plan as soon as I have it in place!

the freedom, the pleasure

I don't think I've mentioned lately that I've been having a nervous breakdown in the studio lately, dying of boredom. This is a perennial problem that I have to deal with, and I think I 'm only just now recognizing that it is going to continue to be a issue that comes up as long as I'm making pottery for a living. I keep thinking I have the problem beat with various fixes, but I keep falling back into the pit of despair, boredom, frustration. I was listening to a wonderful interview with Sophie Crumb, daughter of the great R. Crumb and Aline Kominsky , as she and her father promoted her new book of drawings. Though both of her parents are famous and professional artists, Sophie shrugged off the idea of having an art career, saying, "Trying to be professional takes you away from the freedom and pleasure of drawing." Boy, that hit me right in the heart as I thought about how my own career in art sometimes takes me away from the freedom and pleasure of making pottery. And I'm not the only one suffering with this problem.

Pulling the problem apart is easy, but the solution is hard. The current problem? Too much production pottery, making the same thing over and over. Now, it's true that I have Ruth helping me, and so I apply very little brain power to the actual production of the endless cupcake stands, bird vases, creamers, etc. that roll out of the studio on a weekly basis. But that stuff takes up a bunch of physical space in my studio, which in turn takes up a bunch of mental space in my head. Then there's no room for anything.

Then there is another looming issue: Ruth is leaving me. Didn't that just sound like she's breaking up with me? That's kind of how it feels. But Ruth is burned out too and needs to move on from being an assistant to doing her own thing. In this strange world we live in I'll probably end up being her assistant some day, but for now I need to find a new assistant... like now. Do I feel like looking for another assistant? Not at all. Ruth is an ideal assistant: easygoing, great at her job, and no habits that consistently get on my nerves. Easy on the eyes too, I don't know why I always end up with the cutest assistants. Even then, I'm finding that having another person in the studio when I'm there to be, well, constraining. Draining.

Part of me just wants to go kamikaze and not hire a new person, but I already know that's a short road to insanity and then making a desperate hire, who I will end up firing. Not an option. I know there is a creative solution out there for me, but my brain has shrunk so much lately from the boredom thing that I can't see it. Any ideas out there?

the baby question

I turned 40 last July. One of the many benefits of getting through your 30's is having a firmer grasp on knowing what you want out of your life and why you want it. Also, people are starting to get used to the way you are and not expecting you to make any big changes. For instance, if you've always been kind of a slacker with not much of a job, by the time you are 40, people will usually stop asking you when you are going to get a job.

Like all child-free people, I spent some of my 20's and most of my 30's explaining to people why my husband and I do not have a baby. To family, to friends, even to acquaintances and strangers I've justified, explained, and rationalized why I do not have a baby, do not want a baby, and am not planning on having a baby. Deciding to not have a baby is not seen as a legitimate choice in this culture. Or in any culture. This is especially true when you are happily married, educated, middle-class, and good with children. My husband, Andrew, and myself are all of the above. Kids love us. We love kids. We just don't want them living in our house.

The truth is, I've never wanted to have a child. I've always wanted to be an artist and live my life unburdened by having to raise another human being. I know that being an artist does not preclude having children, that there are people out there who do both. In fact, one of my closest friends and artist who I admire most has two children under the age of five, and she pulls off the parent/artist thing in a way that I find kind of magical. But that's not me, and that kind of balancing act is not something I want to try out and see if I could be good at it, too. The problem with becoming a parent is that even if you suck at it, you usually won't get fired, and if you don't like it, you can't really quit.

Our decision does not dim the hope of certain people. One time, I called a good friend with happy news. "Guess what?!" I said. "You're pregnant!" my friend said. Ummmm, no. I had been selected to go attend a workshop as a resident. "Ohhhh..." my friend said. We were both disappointed and slightly embarrassed for the other, her wishing I would get it together and get knocked up already, and me wishing she would get used to the fact that I am and will remain child-free.

I bring this subject up because it's a question everyone has to consider, whether or not to raise children. The cultural expectation that one should have a baby overrides many people's decision-making process around the question. I had another friend who didn't realize she did not want a baby until she married someone who didn't. It never occurred to her to question whether or not she wanted a child, she just thought she would because... well, because that's what you do. As I get older it's a question that comes up less and less, and it's a relief. There's very little support for people who don't want to have children, and the conversation around it is usually the same. Are you an artist with a baby or struggling with the baby question? I'm very interested in the journey people people go through when thinking about this decision. Post your thoughts here.

why hate monday?

I started hating Mondays around the time I was 5 and my rotten parents forced me into kindergarten. I didn't understand why my days suddenly went from doing pretty much what I liked-- hanging with my mom, catching lady bugs, making mud pies with my little sister, wandering around the fields that surrounded our house-- to being locked up in a room with 20 other noisy children, who I had no desire to socialize with but I had to, if I was going to survive. I was one of those children who sobbed inconsolably and refused to let go of my mother in front of the door the first day of kindergarten, and I think I may have done that in first grade too. I remember seeing other children march proudly into the class with no tears at all, and I knew I looked like a baby, and I didn't care one bit. This sucked and I wasn't going to pretend that it didn't.

School was always a trial for me, starting with that first day of kindergarten. And the reason why I didn't like school was pretty simple: I like doing my own thing, all the time. In public school you are only allowed to do your own thing in very brief, scheduled periods of time. And as soon as you are really into whatever you are doing, it's time to put it away and resume group lessons in Idaho history or what x equals when y=6. What I most liked to do while in school was read books, and I perfected the art of jamming an open book between my knees and the bottom of my desk, then putting my head in my hands while supposedly looking down at the open textbook on top of my desk, and using my long hair as cover for my eyes, which were not on my desk, but on the open book in my lap. Most of my teachers just thought my biggest problem was not paying attention, while my fourth grade teacher told my mother I "read too much."

So, Mondays had a taint for me my entire childhood, since Monday always represented getting back to the forced march of Learning, and hanging around a bunch of people I'd rather not spend any time with, often including my teachers. I think a lot of adults hate Mondays because it represents getting back to a job they don't like. But, I like my job, and I still hate Mondays. I've never questioned my right to hate Mondays until recently, when I started thinking about how Mondays represent about 14% of my life. And it seems like a waste to hate so much of life. So, I started breaking down what it is specifically that I hate about Mondays, and I realized it's just getting back into the swing of things after a nice, two day break.

One of the things I learned about the Netherlands while I was there is that Mondays are kind of like Sundays. Stores open later, like noon-ish, and life is slow in general. Here in the States, we are way too industrious and hard-working to take it easy on a Monday. In fact, we are obligated to work harder to make up for the fact that we just took two days off. I usually roll into a Monday with a big list of stuff that needs to get done in one hand and a can of kick-ass in the other. And, I must say, I usually don't get that much done, because I'm not really in the mood after two days of relaxation. And because I'm American, I get mad at myself for slacking, when really, I need to be more Dutch and not bother myself with hating Monday, but instead sleep in, wander into the studio at noon, and work on stuff at a slower pace. I'm trying out this new method today.

love your customer, even when you don't

I worked a few jobs in high school that required constant interaction with the public, and I learned-- as did my supervisors-- that customer service was not my forte. People would get on my nerves with their foolish expectation that I should serve them quickly and politely. I would shake with indignation if a customer gave me attitude. Of course I was young and untrained, and I had little idea what the word "customer service" meant, only that it sounded like somebody else's job.

I thought being an artist and escaping into my studio every day was a great way to avoid having too many encounters with the general public. I have learned over the past 14 years that the best way to guarantee that you will be interacting with the public all the time is to be an artist who actually sells their work directly to people who want it.

The great thing about being totally wrong is that I've been given the opportunity to learn to be a person who can gracefully manage all kinds of encounters with clients and give great customer service. It's been a long learning curve, because inside I still have a piece of that teenager that gets very upset when people complain, or want something from me that I'm not prepared to give. I've alienated customers with snappy responses, defensiveness, and irritable behavior. I've learned that just makes me feel just as bad as the customer does, while not solving the problem I've been presented with.

If someone like me-- impatient, snappy, sarcastic, and easily irritated-- can learn how to give great customer service, well, anyone can. Here are some of my personal tips that may help you out:

• People are going to ask you for unreasonable things: Discounts, supersized, faster turnaround, insane glaze colors put together on one piece, ridiculous ideas for pieces that I have no desire to make. Don't waste your time getting irritated with people when they ask you for something you usually don't deliver. The customer probably doesn't understand your business, don't expect them to. I approach "unreasonable" requests with a mind set that while I may not be able to give the customer exactly what they are asking for, I'm going to give them something, a counteroffer, if you will. And I always frame it in the most positive way possible-- I never use words like "can't", "never", "won't", "no", or "are you crazy, Do I look like a freakin' machine?!"

• Don't take dissatisfied customers personally: No matter how good you are at what you do, some people are not going to be happy with what they receive from you. When I get customer complaints, I never get into a debate about how they feel or if they are right or wrong. I just apologize, replace the item if I can or refund their money, no questions asked. I don't get huffy about it, in fact I am relentlessly cheerful because I realize that most people do not want to complain, they are just so unhappy with my work that they have to. They already feel lousy. I don't need to feel lousy too, I need to make them feel better about buying from me.

• Don't be afraid to educate: In the same vein, there are times when a customer is complaining because their expectations exceed what I can actually deliver. A lot of my customers are first-time handmade ceramic buyers, and are used to the "perfection" of factory-made items. If I think a customer is lacking important information about why their piece looks the way it does, I cheerfully and without judgment take the time to educate them about my process. 99% of the time the customer walks away happy, a tad smarter, and with a new appreciation for the "flaws" their piece has.
  

• Never make excuses: There is nothing more boring than listening to people's excuses, especially when the listener is already annoyed with your fuck-up. Excuses are a roundabout way of asking for forgiveness and understanding, but get in the way of accomplishing the actual business at hand. Take responsibility for your lapse with an apology, and if necessary, a brief outline on the way you will avoid mistakes in the future. That's the way to earn forgiveness and respect from your clients.

• Lying is childish, don't ever make stuff up so your customer won't be mad at you: In the pottery biz, there are a thousand things that can go wrong, some of it out of your control: kilns misfire, glazes turn crazy colors, stuff cracks. I also make mistakes: I make things the wrong color or size, I forget orders, I drop things, sometimes pieces just look like crap. It's my policy to always tell customers the truth about anything that is going on with their order, I never try to shift blame by lying about the cause. Infusing any relationship with dishonesty is a way of trying to escape responsibility, and it always bites you eventually. It's pottery, not a heart transplant. It's not worth my own integrity to lie about it.
  

• Lack of gratitude ruins relationships: Always show gratitude to your customer by acknowledging their business and saying "thank you." Think that's obvious? It's not. Frankly, I'm disappointed by many independent sellers who don't take the time to acknowledge my order or thank me for my business. I never order from them again because it seems obvious to me that they don't really need my money. Every customer is precious, they are part of the framework that enables you to do what you want while many in the world do what they have to.

• Final tip- if a customer is being difficult, never answer them until you've given yourself time to think: Even when you think you have a handle on how to deal with a pain-in-the-ass customer, a period of consideration on how to respond never hurts. I had a difficult customer last week who I responded to immediately. A few hours later I thought of a better way I could have handled her, but since I broke my own rule about not responding immediately, it was too late to go back.

Giving great customer service is not just about serving your client, it's about spreading the love, making people happy, making their lives better and easier so your life can be better and easier. Do you have any advice, questions, or problems around customer service? Post about it right here.