New problem with old customer

[sofadoc]

I have a longtime customer for whom I've probably done a full year's worth of work in the last 20 years. Plus she has sent me tons of other business from her family and friends.

She developed heart problems a few years ago. So she moved 300 miles away to be closer to her doctors and close relatives.

She continues to send me work when she comes to town for a visit. Because her visits are infrequent, her stuff may stay in my shop for 3 or 4 months. I call her when the furniture is ready............she promises to drop a check in the mail............but I guess she has a lot on her mind, because she never gets around to licking a stamp.

When I call to give her a friendly reminder, she acts a little perturbed. I can tell from her tone that our relationship isn't what it once was.

I really don't mind waiting for my money. But on the other hand, it's hard to get enthused about doing up a bunch of furniture when I know that it's just going to sit here for months. And a couple of times, she has shown up unannounced to pick it up, only to find that I hadn't even done it yet.

She has been a wonderful customer over the years. But after all........ business is business.
How would you guys deal with her?

[Mike]

As you know its not my field. But i think. If i had the room to keep itand really did t mind waiting. And she was a good customer who id now older and ill id nicley explain. That i could do it when i get a chance but ill have to do more irvent / promt paying work.
Or i sayi cant afford to to it and have to sit on it so long.

Do you get a deposite sofa?

[MinUph]

Sofa Good comes with bad. If you have  the space to store her furniture I would continue on as you have but get the work done ASAP in spare times. She has earned your loyalty through the years. Your call but I would if I could.

[sofadoc]

Do you get a deposite sofa?

She is one of those "old" customers that would be offended if I asked for a deposit. Like Paul suggests, I always INTEND to get her work done "ASAP in my spare time". But I get busy with more pressing deadlines, and end up putting her work off. Then when I finally DO get it done, it just sits here.

Paul is right. She HAS earned my loyalty. I don't mind waiting to get paid, but I wish there was a tactful way that I could get her to commit to a specific date for pick-up. Then I could schedule her work around the more immediate stuff.

[Lo]

Maybe you could call one of her kin and ask them about how to approach her? You could explain you are concerned with the furniture getting damaged/dirty/etc. while waiting for her to return ...

The money is one concern while the left sitting around is another ... right?

[Mojo]

I will speak from a medical standpoint. I wouldn't be to concerned over your relationship.
many people who have suffered heart attacks or strokes will come out the other end with a different personality. I have seen some hardcore type A's come out of a stroke with a soft demeanor. I am one of those. I am not the same person I was in the 90's after suffering a bad stroke in 1999.

It also goes the other way. My Mom had a new valve installed in her heart and there were problems during surgery. She was a different person after that and was a bit more agitated and impatient. Her personality changed. Brain injury from lack of oxygen while she was on the bypass machine ? Probably.

In regards to what to do, old customers not only bring you their business but many times are your biggest cheerleaders behind the scenes bringing you even more business through referrals. I would probably tread lightly.

Chris

[Mike]

ive got one guy now like that mojo  who I did 3 jobs for and afterwards hes refered me 3 other jobs with his neighbors and this week I have to go see 2 more.
you absolutely right  im much more layed back, not stressing stuff as much

[Rich]

Maybe have a completion date in writing so you both know what to expect. She'll be less likely to show up before it's done and you won't have to be so concerned about a finished piece sitting around your shop getting damaged.
Rich