How long is too long? (Order and work time)

[Mamaste]

So how long is too long, in your book, for customers to wait for their orders/work from you?

I think many of us around MDC have odd expectations about this issue because of the popularity of some diaper WAHMs and the immense lengths of time some customers are willing to wait to get their orders. Each to his own, I suppose ... But this bugs me.

I personally find it unprofessional to accept orders that I can't touch for weeks and even months on end. I'm willing to accept a longer wait from a business I'm using if I know what to expect at the outset or if production problems are communicated clearly and in a timely fashion. There is, however, a point at which I'll cancel an order if it's taking too long to get done. (And no, I'm not talking about you, You Know Who. ag)

I've set expectations for my own turnaround times for business writing/editing differently at different periods in my WAHM career. Back in the day when I was a *W*AHM (big list of clients, big important deadlines), I bent over backwards to meet deadlines. I tried to give insta-turnaround on editing and proofing, and writing deadlines stayed down to under a week. Today, I'm more of a WAH*M*. Clients know that they may have to wait on the capricious nature of my 2-year-old to get work in and out. The waits aren't usually much longer before, but everyone involved has different expectations about it.

The long and short of it is, I believe that expectations have a lot to do with good customer service in this area; however, at some point a good businessperson needs to set some time limits and stick to them.

What do you think?

[BowNessMonster]

I voted "instock only, no wait" because I am frustrated and embarrassed to have a long turnaround time right now. I took far tooo many orders in one week, and the turnaround time ended up being much longer than I had anticipated. I took afew more orders over the last couple of moths that I am just starting NOW!

It is agonizing for me because I hate making people wait. I've done instock auctions and other instock sales and it felt so good to turn around from the payment, address the package and mail it

I am going to strictly limit my custom orders in the near future and make instock itmes only. Then, if thingsd in my life come up that prevent me from keeping my production schedule...there aren't customers waiting on specific orders.

I leanred the hard way to not overextend my self in trying to please everyone I'd rather take three custom orders, finish them, take three more, finish them...than have people waiting weeks on end.

Anyhow, back to work...LOL!

[Mamaste]

I think I'd do it that way if I had a product. I can't exactly whip up some in-stock brochures or press releases, though. :

Sometimes it's a blessed relief to do a stretch of all editorial work, because then I have set deadlines and I can judge how much work is going to be happening and when. I'm working on several magazine articles right now, and having the dates all lined out is heavenly on the ol' stress level. With custom jobs, I never know when the designer will return a proof or how long the client will take to review and approve a proof or whatever ... It bounces back and forth from person to person, and I stress out trying to make sure I'm never the bottleneck.

[rachel]

I voted "In-Stock Only, No Wait"

For me, this is just easier and I don't have to worry about keeping anyone waiting on an order.

I think if someone is doing custom orders then they need to be up front and honest about the turn around time, and also keep the customers updated if something unforseen comes up!

[MamaMonica]

Well, I paint. If someone wants a commission that is a normal size- say 24 x 36 or smaller, I say two weeks. that gives me time to hang it up and come back to it as well as get the details the way I want them. I can have more than one work in progress that way.

I am very punctual- I have always been and try to be on time for things and get stressed if I can't meet a deadline so I do my best to not overschedule, but it does happen-- then I get a migraine.

[rubelin]

I used to schedule 4 weeks out, writing each order on the calendar as I booked it to give enough time. Then I started going out 6 weeks and it started getting to be too much, if the 3rd thing backed me up, they all got backed up. It didn't happen a lot, but around Christmas I got baked WAY up and decided that I would switch to instock-only. I have been stupid and broken my own rule a few times in the paast months, but it has only made me more sure that custom does not work for my life right now. It made me too stressed and a stressed momma is very unpleasant to be around

[Knittin' in the Shade]

I voted for one month, but honestly, I'd like to have it down below 2 weeks. I think it depends on what your product is. Mine (knitting) is very tiem consuming and labor intensive, and I make it clear that the wait time will be long. I limit custom orders (only open for them about once a month now) and honestly, I have people e-mail me almost every day saying they "don't care about the wait, can't they just place an order and they'll wait however long it takes?" So, I think that as long as you are up front about your wait time and your customer is willing to wait for your product, then it's not so bad.

[HeatherSanders]

Like several WAHMs, I do not create a product, but retail instead. So, in my case, I feel that turnaround should be immediate. However, there are a few items that we have difficulty maintaining an inventory for in our shopping cart's inventory count b/c of the nature of placement. Some may be sold individually, but also collectively in a package. In this situation, we have sold out without realizing we were drawing near the low inventory point.

Our website stipulates that we will hold orders for up to 7 business days to await replenishment stock, but in most cases I contact the customer immediately and let them decide if that is too long. On several occasions we have just shipped a partial order and then, upon receipt of replenishment, have shipped out the remaining amount at our expense.

I always tell my husband that backorders are plain evil! They cause entirely too much stress! I despise them - and I despise making people wait. So, my goal as a retailer is to maintain a high level of inventory or to show the item as 'not available' until the inventory is on the shelf.

[KathyS]

hi to Kendell * haven't seen you in awhile

I should have voted Instock items only- it seems like I've had more and more people emailing me to see if I can get this or that for them. So- i have been and getting things out to them in about a week. I really am uncomfortable going anything beyond that. I try and send packages out in the next days mail and get anxious if something happens to provent them from going out. I know when i order something i'm checking the mail everyday- anxiously awaiting- ( especially fluffy mail) So- I love to get those emails of surprise from momma's who weren't expecting their packages so soon.


~ Kathy

[WendyLouWho]

I voted 2 weeks based on quilt making (what I do) though really, a larger quilt would take longer, say, up to a month. However, I really think that "Instock Only" is the way to go. I think some of the WAHM waits have gotten way out of hand. To wait months and months for something is silly, especially if you have to prepay.

Now, I know some WAHM put you on the list and when your name comes up, you discuss what you want and the price. I think that is fine; I actually prefer it...in my mind, at least I'm on the list and have a spot reserved and don't have to pull a hyena by the computer.

[wildthing]

I voted one month, but it is really like 2-4 weeks. I open once a month for orders, and each person knows ahead of time how long it will take. It is posted on my web site, and I re-iterate it in an e-mail after I receive their order. I am not going to take any custom orders this month though. I kind of miss the creativity of making things I want to make, instead of doing all custom, where it is restricted to what the customer wants.

I also agree, if the customer knows how long the wait is from the beginning, they are usually fine with waiting.

[Mattia]

Re: How long is too long? (Order and work time)

Originally posted by Mamaste

What do you think?

I agree with everything you just said!

I think that the majority of my business will be wholesale, so I think expectations are a little different than with retail. As far as my retailing goes, most will be in-stock only items... though, part of the biz requires custom ordering. I don't think I'd be comfortable making customers wait more than 2 weeks. I guess I'll have to see how I feel once I cross that bridge.

[grisandole]

Ditto what Heather said.

[twirlgirl]

I always refer to the old days LOL, but there were a few things some wahms did back then that made a lot of sense

Back then, there were few really good wahms, and the ones that were the best, would fill up as soon as they took orders.
I think the longest I waited for a diaper was 6 months. That was the only time I did that, and I'll never do it again.

Anyway...because there really were no "instock" stores then, and buying a cart set up that did that for you was quite pricey, people generally took orders, had you sign on to their mailing lists and assigned you numbers.
Say I was number 50 on the list, once the wahm got to like 45, she would announce that orders 50 thru 60 were about to be started within the week, and ask them to pay for their order. Or if they paid by check (no paypal back then! the check was never cashed until order completion and shipping. If you didnt pay, you sorta got moved all the way to the back of the list.
Actually I thought it was illegal for businesses to cash checks, charge credit cards until orders shipped? Maybe its just an etiquete thing?


It is ridiculous to wait a long time, I like to keep my turn around to 2 weeks if possible, unless I'm dealing with a very customized order (like currenly I'm working on a custom applique that will be the death of me yet )

[Lvmyboy]

depends on the order

wholesale I say two weeks to give me breathing room ( I broke two needles on this last one-eek!! That means shipping time to me etc.) just in case.. but I am working very very very(did I stress that enough?) VERY hard at instock! So now at most for a standard order it is 2 days, 3 tops. It is just really difficult to stay ahead..not complaining, just saying..

The most important thing I have learned is email email email!! No matter what is up on my end, I think contact is sooo important.

my .02 for the night

Amy atb