To think people have absolutely no patience these days?

[FuckOffThen]

I run a business selling handmade items. It's grown quite substantially in the past couple of years which is great. But I'm noticing the more customers I'm dealing with, the more obvious it is that people seem to lack the slightest bit of patience anymore.

I make it extremely clear on my website that the items are handmade beginning when an order is placed and because of that there is a build time of up to X many working days prior to shipping. I am very upfront that this isn't an Amazon style service where you'll be getting it within 24hrs.

And yet the amount of fucking moaning I get daily in my inbox because people ordered something 2 days ago and it hasn't shipped yet is ridiculous and I'm so fed up of trying to remain polite and professional to these people. It honestly makes me feel so demotivated and stressed being chased by people who only ordered less than a couple of days prior.

AIBU to think people have absolutely no patience for anything these days?!

You're not wrong. And people are always encouraged by others to complain on social media if something is taking too long. They don't seem to realise that a small business having to deal with complaints on social media will further delay shipping as obviously can only do one thing at a time 🤦🏻‍♀️ And social media will always end up being a priority as it can really make or break a business. It's ridiculous!

Yes exactly this. The amount of time I waste repeating the same thing to people on messages when I could be spending the time actually completing their order.

I've just cancelled two people's orders this morning and refunded them because frankly I can't be doing with the stress. The tone of their messages were off from the start and I don't need it so your order has been cancelled here's a refund bye!

Do you give a precise delivery day upfront. If not, you are being unreasonable. It’s basic customer service.

Yes as I said in my OP, I advise that orders will take up to X many working days to ship once placed due to the handmade nature. Once they are shipped (always within the said timescale), I send an email to the customer with tracking information.

I've had to have words with my husband about this a couple of times when he's ordered something bespoke and each time I've warned him that contacting for an update within the clearly marked timelines will just make him look like a prat and possibly deprioritise his item in the work stack thankfully he does listen, but I still get to hear him grumble about it.

Why people can't remember that bespoke means it's being made just for you I have no idea. You have my every sympathy - instant gratification has a lot to answer for.

Completely agree- and the amount of people who order, then message to say they neeeeed it noooooowwwwww and expect to be skipped to the top of the order list because they were too disorganised to place their order and allow enough time for it to be made. Then get arsey when I refuse to bump all my other customer orders down for a few extra days. I run a handmade product business too and have the exact same issues

Most people fail to read further than a sentence or two and add in the lack of reading comprehension, and a grabby instant gratification mindset.

I'd be irritated too having to explain the same thing repeatedly.

Maybe you need to dumb down your terms, draw stick figures so they can comprehend they're not getting a handmade item in 24 hours.

Completely agree, ive been teaching my 13 year old to read descriptions, terms and conditions on websites for exactly this reason.

Might sound dull as dishwater, but she lives in a world of next day delivery and downloadable content, she rarely needs to "wait" for anything - so she needs educating that things don't pop into existence at will.

I would say it's an increase in stupidity and a lack of reading skills.

You're not wrong.
Make a template response which is courteous etc, points then to the text where these expectations are set and offering them an out if they have changed their mind.
Then whether you get one of these just send it without thought, so you aren't getting your energy dragged down by this.

Yes this too!

'i know it takes X many days but the person's birthday is tomorrow'. Looks like they aren't getting their present on their birthday then

Absolutely sympathise with this. I'm in a different business entirely, but with a heavy element of 'bespoke' work and the amount of people who think complex jobs can all be done at the push of a button NOW is incredible.

And yes, the amount of energy you spend answering questions about 'how long', that could have gone into actually completing the work. I blame our modern world of instant access everything, from fast food to next day delivery, to 24hr online. People just don't know how to wait anymore. I think your idea about just refusing your business to bad customers is a good idea - it has to work both ways.

I am part of a small business making mostly bespoke items. Most of our trade is with other businesses and despite working for the same client for over a decade they have not the faintest idea how long it takes to make something by hand or that there are certain processes or elements that take x hours or x days and no amount of calling/nudging/pestering etc can change that!

And if I haven't delivered something and it's 4.45pm, sending pass-agg messages, or phoning actually delays me more when I'm working my arse off to deliver by 5!

It makes you feel like sacking it all off sometimes doesn't it. You work your arse off, coming in on weekends, taking work home to finish off etc and still it's never enough for some. PPs are definitely right that it's down to the fact we live in a society of instant gratification these days order something and it's there within 24hrs, sometimes even the same day!

Now I'm growing well I am being a lot more cut throat with it. If you pester me or are aggressive in messages, your order is cancelled and you're refunded 👋

Another thing I get a lot is people asking for something that isn't available. So say I am selling a blue, red or green version of something and the green sells out. People will order a red and then send a message after saying 'i ordered red but I want green' and then get arsey when you say well no because there is no more green...? They don't consider that these are actual parts and materials that I don't have endless supplies of.

I always think how I'd never go on Next and order a top in black because the red was sold out and then email next to say 'i had to order black because red was sold out but I actually want a red one thanks' and then act aggrieved when they say well duh there are no red ones? 😂

'i know it takes X many days but the person's birthday is tomorrow'. Looks like they aren't getting their present on their birthday then

Breathtaking, to think that they believe it to be your fault that you didn't start working on an item personalised to a complete stranger, with the psychic knowledge that their friend (also a stranger to you) wanted one for their birthday (the date of which you also psychically know)!

Definitely a factual template reply, as suggested above; otherwise, you end up with the unreasonable timewasters unreasonably wasting even more of your time - to the detriment of your patient, well-organised, desirable customers and also your own stress levels.

"Unfortunately, this won't be possible, owing to the lead time that it takes to make these bespoke items - as stated on the front page, I need to receive orders at least X days in advance of when they are required".

I blame our modern world of instant access everything, from fast food to next day delivery, to 24hr online. People just don't know how to wait anymore.

I think the world of the app has made people literally believe in magic these days: they have no idea how something can be done so quickly and automatically, but they just firmly believe that it can.

It's the Amazon effect. Instant gratification and some are rude too. Can you look again at your website, enter as a newbie and make a bigger deal of handmade/artisan/bespoke takes time etc...