Part of my business involves the design and creation of custom
jewelry, and I require a deposit from the customer prior to
initiating work on the order. I currently find myself in an unusual
situation and would appreciate your shared perspectives.
Four years ago I met with an elderly woman to discuss a bracelet she
wished me to create for her. The design was organic and required me
to obtain stones first and then create a rendering for her approval
prior to starting work. She placed a deposit, and stated that she
was going away on a trip for two months and would get in touch with
me to see what I proposed when she returned.
When I did not hear from her by summer’s end, I left two separate
messages on her answering machine, advising her I had found stones
and had a rendering ready for her consideration. There was no
response, so I assumed some personal circumstances had arisen to
interfere. I did not feel safe proceeding with the fabrication of
the bracelet as too many details remained unresolved and the
customer has been rather difficult and demanding.
Today, after four years of no contact, I received a letter from her
reminding me of the commission process we had initiated and stating
that I had failed to contact her. (Not so!) She noted that, while
she is still interested in my work, perhaps I am “too busy for
individual commissions”. (Don’t I wish!) I have long ago used the
stones I purchased for her bracelet in other pieces and frankly feel
that she is likely to prove “one of those customers.” While I hate
to loose a good commission, my gut tells me to just refund her
deposit, apologize for the miscommunication, and count myself
fortunate.
Your thoughts?
Walk in Beauty,
Susannah Ravenswing
Jewels of the Spirit
Germanton, NC