What’s Your Opinion On Fees For Online Orders?
I was talking to Fiona, a fellow blogger and interior designer, about requests from readers for samples and quotes for things like furniture. I think that most of the requesters assume I have the information and samples at hand. Or that they’re easy to get. And why would they think otherwise? If I weren’t a professional, I’d assume the same thing. Which is why I thought I’d take a moment to explain what’s involved in obtaining quotes and samples. I have a question for you at the end of this. So please read on!
If I have an account with the company and/or pricing information at hand I can make a quick phone call to get a price. Considering the zillions of wallpaper, fabric and furniture manufacturers out there, I have accounts with only few. If I have an account, I’m more than happy to do write up a quote. But if I don’t, I need to open one, which involves filling out forms, faxing things, etc.. In short, it takes time. Samples take longer – especially if the requester doesn’t include a color or a style number. I need to open an account, have the samples mailed to me so I can, in turn, add a price quote and mail them to the proposed client. Again, it’s a lot easier if I have an open account, but it still takes time. Which is why I would prefer that requests for quotes and samples come from those who with a serious interest in the product.
Just to clarify, I’m not talking about readers who are commenting on a post I’ve just written where I haven’t included the price of a product. Those are casual questions. And I’m happy to answer them. I’m talking about specific requests sent to me apart from the blog.
And when I say that they should have a “serious interest”, I don’t mean they have to buy anything I’ve sent them. Only that they have real plans to wallpaper the bedroom, as opposed to a thought that one day they might get around to it. With that in mind, here’s my question.
Do you think it’s appropriate to charge a service fee for obtaining samples and quotes? The charge (I’m thinking $50) would be applied to any purchase. And there is no obligation to buy anything. I know what my fellow designers would say (absolutely). I’d like to know your thoughts. Do you think $50 is a fair price? What would you be willing to pay ? If it’s zip, let me know. Thanks, in advance for your opinions. I really value them.
7 Responses to “What’s Your Opinion On Fees For Online Orders?”
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Posted by Jennifer on July 13th, 2010 at 8:03 am
Thanks for that opinion. I didn’t appreciate, at first, how long some of these requests took to put together. It’s difficult when they turn out not to be serious. And I think sometimes readers feel uncomfortable because perhaps they thought I had the samples handy and weren’t expecting a formal quote. Best to have it all spelled out. So I’m putting on my To Do list.
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Posted by Fiona Davies on July 13th, 2010 at 8:59 am
Great post Jennifer (as usual). I feel you have expressed the issue really well. To be fair (and I think you have been here), most people asking for samples and quotes are doing so from a place, which assumes it’s a five minute job we can pull together. As quality Interior Designers adding value to our clients is important to us, and so our natural inclination is to respond favourably. The thing is, we only realise afterwards that a significant chunk of our time has been eaten into, and this can often be for people who have enquired on a whim. I agree with Sue C – it’s a professional service, and eliminating frivolous requests only means you have more, time, energy and effort reserved for those who acknowledge and respect your expertise and professional level of service.
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Posted by Cynthia on July 13th, 2010 at 4:55 pm
Jennifer – you can answer this question yourself. The answer revolves around the value of YOUR time. As professional designers, we all need to provide value to clients. But it sounds like you are talking about people who are not clients, and probably not even prospective clients. How willing are you to give away your time for free? Charge your hourly fee prorated to the amount of time you spend opening up accounts and procurring samples for people. This is your business, it’s okay to treat it that way.
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Posted by gayle on July 14th, 2010 at 1:00 am
what if you charge a fee and then if they go ahead with the order you can refund it back.
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Posted by bronxelf on July 14th, 2010 at 4:29 pm
Charge.
Stop feeling guilty about charging people who are asking you to do your job. It’s NOT a five minute thing. It’s not “at your fingertips”. It takes TIME. If it didn’t take time and expertise people would do it themselves. Charge them.
If you feel obligated to do so, take the charge off and fold it in to your fee if they have you design the room. Otherwise? The charge sticks.
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Posted by Lisa on July 18th, 2010 at 7:48 pm
Hi Jennifer. I fully agree with your charging a fee for your time and trouble. After all, the time you spend doing this, could be taking you away from a client or your wonderful family. However, being a New Englander with Scottish blood, I will refrain from discussing price. : )
I feel that $50 is not unreasonable, especially considering you will apply it towards the purchase. That would eliminate any frivolous request from people who are simply curious and have no intention of buying. You are providing a professional service, even when responding to a request for a quote. As a consumer, I would not be put off by this so no worries.