In meeting with the customer I let her go first and point out her concerns. Now, I have to say, I had a hard time keeping a poker face because there was nothing wrong with the pieces !!! Not even any wear. So after the customer had her say, I told her that I was fully prepared to re-imburse the cost of all the pottery ( the reason why I offered the money right away is because there was no actual problem with my wares -it is her perception and if someone has convinced themselves of something - how do you deal with that without sounding like you are trying to baffel them with B.S.? )Well, she didn't want the money. She said she loves my work and enjoys using the pieces and then she started packing the pottery back up again and not in a good, satisfied customer way. I asked her if she would like me to replace the pottery??? and we went back into a discussion of what she perceived was "wrong" with it.
The reason why I didn't really want to replace the pottery is because: how do you fix something thats not broken? For whatever reason, this customer is mistaken thinking her pottery has gone through some transformation. This customer believes that one of the very qualities that I treasure in this glaze is a fault and that somehow her pottery has changed. Near the end of our conversation I did re-assure her
if the glaze was wearing off that there isn't any lead, barium, lithium, ect. in the glaze that could do any harm to someone using these pieces.
I don't have a picture of these particular pieces before they came into her possession so I don't have anything to back-up my claim. But I know that the glaze is not "wearing" or "peeling". She believes the glaze has changed, I don't. What I do know is that I might have to make these pieces several times in order to try to control the outcome to meet her expectations.
So what is our obligation to our customers - how long is the warrenty and how do we protect ourselves. I do have a "pottery instuction guide" that I give out at craft sales and through the gift shop that carries my work. I have been told on several occations that it is too cautious. Mybe not cautious enough ? I know that part of my role is to educate the public. I have taught pottery classes for more than 17 years and most of the time when I start talking technical, most of the students eyes loose focus and they start fidgeting.
So, if you are a potter or a person who buys and/or uses pottery please feel free to comment.