Updated October 5, 2019.
I’m bothered by what is happening to needlepoint because of a lack of openness and customer service in so many of our shops.
From anecdotal evidence I’ve seen:
Shops charging to tape the edges of canvases for a customer, which gives them FREE ADVERTISING, just because only the threads were bought there. I have a newsflash for you, threads don’t have your shop’s name on them, the tape does. Get over that the canvas wasn’t bought from you, give away the advertising. Remember it’s good for you and cheaper than any other kind of ad.
Related to this is the shop that won’t sell threads for canvases bought elsewhere. Put on your big girl panties and take the thread sale. There are so many ways to buy canvases now. But even before eBay, guild auctions, and designers on Etsy, folks bought canvases when they traveled as mementos. Rather than carrying back the threads as well, they planned to buy them at their LNS. If my local shop turned down those sales, they would lose my business.
Shops not ordering a thread wanted by an existing customer even though the customer has contacted the manufacturer to be sure the thread is there and checking that there is no minimum. And the customer said she’d be willing to pay for the shipping. Talk about low-hanging fruit. This is a sale on a silver platter. If you are a shop don’t EVER pass up sales like this. In fact, do them first. In hard economic times every sale is important — why pass up an easy one? That customer might be lost forever.
Shops not answering emails when people want to buy things. A well-known shop has ignored two emails from me about getting a canvas the designer is holding for me in addition to some other items. Another easy sale. Even a “thanks for asking” we’re checking on it at least let’s me know they saw it.
I understand that running a shop is a matter of balancing resources, but in both the cases above, you have the sale! You may even have the money to cover the costs in hand. Why are you passing up the easy sale?
Shops scaring off people who want to learn needlepoint by making things complicated, insisting on expensive threads, or making someone feel second class because they don’t do Basketweave, are afraid of silk, or like plastic canvas. Can you really afford to turn off that stitcher? Shouldn’t you meet them where they are and move them forward?
Shops that charge an arm & a leg for stitch guides or classes. I know of one shop that prices guides by a percentage of the canvas price. But what if it’s a rug? Rugs are very expensive because of the size. But the stitch and thread choices are narrower because it’s a rug. The shop wanted over $1000 for the guide! Should your pricing structure as a shop be so narrow? Is your business so robust that you could turn down the rug canvas and thread sale because your stitch guide was expensive?
What we do, design, or sell is NOT ESSENTIAL. It is something every one of our customers chooses to buy with the money leftover from essentials.
In addition our customer base is aging. We need new stitchers. The young woman doing plastic canvas because it’s fast, cheap, and she saw the project on a hip craft blog may turn into a life long customer.
Can you afford to turn down the sale? Can you afford to alienate the customer? Can you afford to be a snob?
I thought not.
About Janet M Perry
Janet Perry is the Internet's leading authority on needlepoint. She designs, teaches and writes, getting raves from her fans for her innovative techniques, extensive knowledge and generous teaching style. A leading writer of stitch guides, she blogs here and lives on an island in the northeast corner of the SF Bay with her family
While I agree wholeheartedly with your assessment of what is basically bad business practices by some shop owners there is another point of view to consider. As a former NS employee I have run across more than a few customers who try to take advantage of the customer service and knowledge of shop owners. Only buying 2$ worth of thread and expecting an hours worth of free stitch guide advice. Bringing in canvases from other places to be taped without buying anything. Complaining if you don’t have what they want. And these are not one time occurrences. Some customers abuse the shop owners time and knowledge and in a way we all end up suffering because of it. For example how many shop owners charge for taping because the “free” service has been abused? NS owners open their stores because they love what they do but they are also running a business and need to make a profit and in these hard economic times it is hard to strike a balance between keeping the doors open and keeping customers happy. Thankfully my LNS owner understands that I cannot always afford to buy supplies from her if I can find them cheaper elsewhere. Her patience and great customer service has kept me coming back as a loyal customer as much as I can and sometimes I forgo the cheaper route in order to support her business. It’s a delicate balance that we both benefit from and I make it a point to never abuse this balance just to save a few bucks! Just my long winded two cents!
Ouch! Janet! Maybe in your corner of the world you have encountered bad customer service but not here where I live and serve!
Remember, a bad customer experience is told to about 12 people whereas a good one only 2. Perhaps you’re only hearing the bad ones! I do not personally know any shop owners who WOULD turn down a sale on a silver platter AND if a customer is unhappy, she/he should march out the door and take their business elsewhere. With the advent of the internet, it has become far too easy for a customer to do so and customer service is the number one priority in many small businesses including ours.
Needlepointers, I think it’s time to stand up and flood Janet’s email with GOOD experiences you’ve had at your Local Needlepoint Shop so that she understands how happy many of you ARE with your LNS and how upset you would be to lose it. Our industry IS suffering right now and it’s NOT due to a lack of customer service! If you DO have a crummy local shop, I can give Janet a listing of SHOPS WHO WANT YOUR BUSINESS. Just say the word, Janet. 🙂 Cheers! Theresa
Thanks Theresa and I will say from personal experience you have GREAT customer service.
I’d LOVE for people to tell me about good service, please add you comments.
Keep Stitching,
Janet
This is known as “shooting yourself in the foot”…also known as “short horizon thinking”
Needlepoint as mentioned is a want not a need…it can be extremely expensive even when a shop is honest and fair.
It won’t take long for many of these shops’ bottom line to show them are not going down a profitable path
I don’t buy canvases because I do my own designs. I am currently working on recovering a chair and the yarn for it cost hundreds of dollars. Thread only sales can be worth while.
That said, I would like to speak up in favor of my not so local NS, 2 NeedleChicks in Libertyville, IL. They are always welcoming and helpful even when I come in for two skeins of DMC! There are several NS closer to me, but I go out of my way because of the welcoming attitude at 2 NeedleChicks
I would like to say a special thank you to two needlepoint shops in the Atlanta area. Both are wonderful in their own special way, and they treat my daughter Emily with respect and love. They show her much patience. She has many physical illnesses and a severe mental illness. Yes, she can needlepoint. She has her own ideas about stuff and requires a lot of assistance when she comes to the shop. She loves to go shopping at “the needlepoint” shops. My heartfelt thanks go out to both shops and for the time they have spent with her. Thank you to The Nimble Needle and to Labors of Love.
I find the article above true in all its worth. Money is money and, however, time is worth money too. I find shops don’t bother to order the stitch guides I have tried to order so they lose my business. Can’t the stitch guide writers sell directly via a download? Imagine how much they could profit from this one on one. Too, if I take a class at your shop, which is never inexpensive, if I buy additional items (threads, canvases, notions) give me a discount. You will get repeat business from this practice and word of mouth recommendations.
Too, good shops, needlepoint and fabric always get my rave reviews and recommendations online.
An EXCELLENT POST.
Needlepoint is a choice not necessity – kindness on both sides of the counter makes for a better experience. Stitching with others makes for a richer experience – snobbery is not welcome – no matter how experienced stitchers may be we all have missed stitches and ripped out – that is humbling enough – stitch happy together.
Thanks, this is such a wonderful story.
Keep stitching,
Janet
I make the stitch guides I write, as many as possible, available to buy as digital downloads in my Etsy shop. Several other writers also make their guides available, but I’m not sure if they are digital downloads or not.
Keep stitching,
Janet
There is kindness and knowledge in these two stores – the first one is M’s Canvashouse in Lexington Ky. Meredith and her gang of lovely ladies are always polite, sharing with suggestions and knowledge – her new space is amazing and I feel welcomed each time I enter – dreaming of pieces and fiber.
The other store is Stitchen Time – located in Louisville – this store was purchased by a wonderful family that moved it to a larger location and they have turned it into a very warm and welcoming store. Elizabeth, Janet and the occasional dog are a delight.
The thing these two shops have in abundance is a welcoming staff, clean shops, and enthusiasm for our craft.
I feel what we as customers must understand – it is a business – purchase within your means – keep the craft of stitching going and growing.