Overly sensitive seller or not?

[newbie]

I was at a sheep and wool festival today and saw a soap seller with many many scents. She was going gangbusters, business-wise. People were buying 2-5 bars and some were waiting to get to her table, so I went over to check her out. Her bars were probably about 3 ounces, definitely not more than 4 and were priced from $5.50-9.50 a bar. She advertised handmade from scratch and her oils and a couple of the signs mentioned that certain recipes were more "highly superfatted (moisturizing)". Her packaging was nice but not fabulous. I sniffed a few and then asked her what her superfat was for the moisturizing bar. She literally sputtered and stuttered and then said "I'm not going to answer that question." (and this was with 1-2 other customers standing there at the table) She then essentially ignored me and was clearly annoyed that I was there. I asked her a couple questions about the differences in her jasmines and she was very short with me. I found a couple of completely rancid bars- only the ends showed of her soaps but they were solid DOS and smelled terrible. And I'm not one with a sensitive nose who can smell the first signs of DOS.

I guess I was under the impression that soapers love to talk about their soaps. Is asking a seller about the superfat percentage a big faux pas, even if the term is specifically used in their signs? I wasn't asking for her proprietary recipe, but maybe a question like the superfat is too intrusive to a seller? I was sorely tempted to point out her DOS bars after she was rude to me, but I didn't. What's the proper etiquette when wanting to talk soap with a seller?

 

[Hazel]

I don't know what the proper etiquette is for talking to a soaper at a market. I don't sell but if I did, I'd answer if someone asked me a question.

It makes me wonder how experienced she really is if she's selling rancid bars. Was it a case of she "wasn't" going to answer your question or that she "couldn't" answer the question?

I was at our local farmers' market last week and I was looking at soap. The one seller had some soaps that looked bad. They looked like small oval biscuits and were really hard. I asked the woman a question about it (I don't even remember now what I asked) and her reply was "I don't know. I followed the recipe but it's a great lathering soap." :shock: I noticed she didn't have any ingredients on her soaps or lotions. Although her lotions did say "Moisturizing Lotion" :wink:

Anyway, it makes me wonder if your seller just didn't know and was only following a recipe she had found somewhere. Is this place too far to go for you to sell your soaps? You'd probably do as well if not better than this woman.

 

[newbie]

I'm not up for selling- not been at it long enough, although I think it would be easy to be competitive with this woman, given what I saw. Her signs seemed to indicate that she had some idea of soaping- just the way the ingredients were listed and her plugs, but I suppose she could have picked that up someplace else. That's why I was so surprised at the offense she took. She talked with someone else while I was there and they were going on about how she handled the high temps we had for weeks this summer. I almost asked her if she HP'ed or CP'ed but I thought she might have a stroke. It would have been interesting to see what she did. I'm going back tomorrow- ha, maybe I'll ask her!

Still, I am interested to know if there's some kind of "you don't go there" questions for a soap seller. Maybe I was plain offensive. But it wouldn't have bothered me one bit if I were selling.

 

[AmyW]

It's not unreasonable to expect any craftsman(or woman) to talk about their craft. I have seen a few posts about soap sellers going off the deep end once they're "caught" (can't answer a question that makes it obvious they shouldn't be selling).

I'd probably do something like starting off with an easy question: "are these melt and pour or cold process?"

If they answer easily, take it from there. If they struggle with that one, just smile and walk away....

 

[kharmon320]

Well, if you're going back tomorrow, you might approach her and see if she's more receptive. I would tell her that I hope she didn't take offense to anything I said, but am just so happy to be able to talk with a real, live soaper. Maybe that would get her talking. If you could approach her when no one else is around she might be more willing to talk.

However, she may simply see you as competition whether you are or not. She may just be very defensive no matter what you do.

 

[turbo]

Is it possible that she was flustered by all the people waiting to get soap. If so also not a good business practice.

 

[nattynoo]

It'd be nice to know all soapers hung out in a place like this but unfortunately there are alot of dodgy people out there.
Its sad really.
I like to buy from other soapers. If I see someone selling handmade soap at a market or the like I always try to support them. After I buy my soap thats when I land that I make soap....LMAO. This is the point you know whether they r confident in their product or not IYKWIM.

 

[newbie]

I waited until it wasn't so busy and there was only one other person, who was browsing and not needing the lady's attention. I suspect she's a deviant soaper, one of the dodgy ones. My friends have a booth by hers and they said she's not been the friendliest. It's nice to know other sellers would welcome questions and like to talk- I really thought maybe I'd overstepped some line or something from her reaction. Apparently just HER line.

 

[busymakinsoap!]

I've only done a couple of markets, my last one was at a regular ,local city market. A soap maker who used to sell at the market approached me, she was a little confrontational and fired loads of questions at me, studied my bars thoroughly, read my labels and questioned my suppliers.
She made the comment that hers were a lot cheaper than mine and 'about 3 times the size', but more rustic. I got the 'are they all natural', 'what type of colourants do you use' questions

I was ok with it, I was happy to talk to another local soaper (theres not many of us here). She can sell as many 'all natural' soaps as she likes, I'm confident in my target market, and my product. However in saying that, I didnt need her approval, and although her judgement was amusing, it was slightly annoying - I happily support all local soap makers.
So perhaps this lady had been targeted by other soapmakers previously? it doesnt justify her responses, just saying she may have had reasons for it.

 

[newbie]

Maybe. I have no idea where else she sells; this is a weekend festival. I tried to ask in a curious, friendly tone and to refer to her sign about the higher superfatting, but if she was already on guard from prior bad experiences, she could have been saying that she just wasn't going to engage. I didn't think I came across as confrontational or as grilling her but who knows? I would have bought a bar to compare, but her prices were too high for me and then she was so brusque that I didn't want to give her my business. Too bad. If she was grilled, I could only wish that she had your good attitude and resilience to not let it jade her!

 

[BakingNana]

I'm more likely to be explaining what superfatting IS to customers. The only time I've ever gotten a question like that was once when a beginner CPer shyly approached and asked some basic questions. I was delighted to talk to her. Our conversation sort of seemed to enthuse others roaming around and probably resulted in a few more sales for me! I think the only thing I would not want to share would be the exact recipes for some of my "special" soaps, but certainly there are polite (and even humorous) ways of saying that. I gave the newbie my contact info and told her to call me if she had any questions or just wanted to talk soap. Since then, I've done 3 classes for people wanting to learn to soap. It doesn't bother me that they will be making their own and not buying mine. I get a lot of pleasure out of the company and friendship of others interested in soaping. Bottom line is, I don't think you were out of line at all, and there are, as my son used to say, poopie-heads out there!! Evidently, you ran into one.

 

[carebear]

I suspect she didn't actually make her own soaps and so was not able to answer the questions - which made her anxious.

No soaper would sell soap with DOs, and no soaper would miss that!

 

[Midnight Rowan]

I don't sell, but personally I don't see any question regarding products laid out on a table as being "over the line". Would you worry about asking a store manager in Wal-Mart about any aspect of the product you're about to buy? Granted, Wal-Mart is resale, not handcrafted goods, but the principle is the same, in my view. Whether you're a fellow soaper or not, in this venue you were a customer, and entitled to any information about the product you were considering buying you might want. A recipe is one thing (proprietary), but superfat amounts and ingredients listing, soaping method, natural or synthetic fragrance and colorants... all of these things are material to your bathing experience with a bar of soap, and there should be no problem in discussing them.

I think carebear is right... this woman obviously was either wildly inexperienced, or selling for someone else and simply didn't know the answer to your question >.<

 

[Fragola]

I appologize if I will be saying something obvious, especially since I wasn't there. Obviously

What I's like to point out is that it matters a lot how you ask questions. Especially to certain people.

I am not much of a smooth talker myself, but there are some small things that I know in theory.

First, you start with a smile and some flattery and at the same time, you ascertain her willingness/openness to talk to you at all. From her first reactions, you can gather clues about her patience, mood, available time, etc.

If the previous checks are successful, you can start asking questions about what you'd like to know. Ideally, you should establish a personal relationship, before the more technical questions.

Try to use mostly the same words that she uses. For example, don't ask what's her superfat percentage , but rather "how does that superfat-moisturising thingy work "?.

Finally, I am curious about something: did you give the impression like you were planning to buy at least few bars ?

You need to understand that for all practical purposes, a curious non-buying customer is purely a waste of time and space. While some sellers still manage to be extremely polite about this, it doesn't mean they are particularly happy.

Let's put it differently: if all customers were like you, she could just close her stand and go home.

 

[IrishLass]

Well, if you're going back tomorrow, you might approach her and see if she's more receptive. I would tell her that I hope she didn't take offense to anything I said, but am just so happy to be able to talk with a real, live soaper. Maybe that would get her talking. If you could approach her when no one else is around she might be more willing to talk.

I agree. That sounds like a good plan. I like the following suggestion, too:

Try to use mostly the same words that she uses. For example, don't ask what's her superfat percentage , but rather "how does that superfat-moisturising thingy work "?.

However, she may simply see you as competition whether you are or not. She may just be very defensive no matter what you do.

Very true. Some people are just plain cantankerous no matter what. I'd still try to be friendly anyway, for at the least you can walk away with your conscience clear and your head held high.

It may also be as Carebear said- maybe this woman doesn't actually make the soaps herself. That very same thought had crossed my mind as well.

You need to understand that for all practical purposes, a curious non-buying customer is purely a waste of time and space. While some sellers still manage to be extremely polite about this, it doesn't mean they are particularly happy.

Unfortunately, that is way too true of some sellers. I think it's a bad, shortsighted business practice, though, as attested to by BakingNana in her post. BakingNana attracted more people to her booth and generated more sales when she stopped and took the time to answer the questions of a curious customer. To me, it's never a waste of time to be friendly and cordial to someone who asks. Even if they don't buy right then, your friendly attitude may be the one thing that makes them change their mind and come back to buy from you next time instead of someone else.

IrishLass

 

[Tabitha]

I am going to bet she did not make the soap & could not answer the questions. I bet she did not ven know they had DOS.

 

[Guest]

I love when people ask me questions...it draws more business. If she was rude - then so be it...when her name gets out there and she doesnt get any repeat custoners...she'll be the one to blame

 

[JackiK]

I'm a retired hairdresser. I know this has nothing to do with soapmaking, but the marketing is the same. My goals were always to make people feel comfortable, to gain their trust, and to build a rapport with them. This goes for any business you're in. I was a good stylist, believed in myself, and had no problem selling my services. The same goes for soapmakers. If they get antsy, they've got something to hide. I wouldn't waste any more time on her or her wares.

 

[newbie]

I was there again today and decided not to approach her again. She was just too prickly and I saw here eyeing me warily (my perception) when she saw me again.

I don't think there was any indication that I was a clear non-buyer but I disagree that a non-buyer is a waste of time and space, because a non-buyer can become a buyer in short order. I was considering buying a bar, but opted not to after interacting with her. I am more in line with the concept that every interaction at a booth or garage sale or store should be friendly and inviting, whether the person is a browser or a buyer. That part is just a personal philosophy but it falls in step with good business as well- someone is more likely to shop/buy at a place that was positive, whether they do it now or later.

I also agree that this was someone who either didn't know what the heck she was doing soap-wise, didn't care (let's hope not), or was just the seller and not the soaper, but wanted to appear she was the soaper. Don't want to buy from any of the three, really.

 

[kbuska]

That sucks. I would agree that she probably bought them wholesale and is just reselling them. Perhaps you should do her a favor and tell her her products are bad and she should get her money back.

-Ken