What to do when a request is assigned to you?
When a request is assigned, respond within 18 hours. If you decide to decline, still respond promptly to maintain your ranking.
How quickly should I respond to a client’s question?
During negotiations, respond immediately to enhance your reliability ranking. During the project, update the client every 1-3 days.
What if I need time to gather information?
Inform the customer about the required time and reason. For example, “Hi Monica, Kindly give me 2 days to check the local market for available colors and designs. I will send photos for your selection.”
How much should I charge?
Your price should reflect the true value of materials used, labor, and packaging material. Here are some guidelines:
- Transparency: Clearly explain the costs involved to the customer.
- No Negotiation: In online business, there’s usually no opportunity for negotiation. The price you set is final, and the customer will either accept or decline it.
- Quality Considerations: Be prepared that you might need to redo a request if the quality doesn’t meet expectations. High standards are expected.
- Fair Pricing: All orders are public. Overcharging a single customer can damage your reputation and limit future opportunities. Think about fairness and ask for a price you would consider fair if you were the customer.
- Competitive Pricing: Set prices that are competitive but also sustainable for your business. Overcharging may lead to losing the request.
When will I be paid?
Payment is made in three stages:
- 25% upfront: Paid at the beginning if your initial reliability rank is 2.5 stars or higher. If your reliability rank is below 2.5 stars, this amount will be paid together with the second installment.
- 25% upon completion: After you complete the project and deliver it to the local operations manager for inspection. The local operations manager will share photos with the client, and only upon the client’s confirmation will the second installment be paid.
- 50% upon customer delivery: Once the item is delivered to and accepted by the customer.
Can I send photos only after completing the project?
No, provide photos and videos throughout the process. This allows the client to give feedback and request adjustments as needed.
What if I need a few days off?
If you need a break, inform the client about the delay and the reason. Take breaks only in emergencies and choose projects you can handle without interruptions.
What if I cannot complete a request?
If you encounter an unforeseen event that prevents you from completing a request, notify the Local Operations Manager immediately.
How should I pack items for global shipping?
Use high-quality corrugated boxes, bubble wrap, and crumpled newspapers. Here are some tips:
- Tight Packing: Pack the box tightly with filling material like old newspapers. Ensure there is some space between the item and the box to prevent damage, but avoid excessively large boxes as they increase shipping costs.
- Leave the Box Open: Leave the box open for quality inspection, covering the item with bubble wrap or newspapers.
- Sealing the Box: Apply tape evenly along the length of the box where the flaps meet in the middle. Seal the sides of the cardboard box with tape to ensure it stays closed during transit.
Where to get packaging materials?
You can obtain plain cardboard boxes from major supermarkets and use old newspapers for padding.
How do I show quality to the customer?
The customer will evaluate the quality based on your photos and videos. It is essential to provide photos from all perspectives. A short video in addition can help the customer better understand what you have done so far. Close-up photos, which are taken very close to the item, help to give a feeling for the quality. Keep in mind that especially luxury goods are sold with close-up photos. Close-ups help to show the customer that your work is special.
How do I handle customer feedback?
Respond to customer feedback politely and professionally. If adjustments are needed, agree on a new timeline and ensure the client is satisfied with the changes.
What should I do if I receive negative feedback?
Address the feedback constructively. Communicate with the client to understand their concerns and work towards a solution. Improving based on feedback can enhance your future projects.
Can I suggest design modifications to the client?
Yes, you can suggest improvements or modifications if you believe they will enhance the final product. Discuss these ideas with the client and obtain their approval before proceeding.
How do I ensure my work meets international quality standards?
Research and adhere to best practices in your craft. Use high-quality materials and tools, and pay attention to details and finishing. Continuous learning and skill improvement are key.
What support does Urban Change Lab offer?
Urban Change Lab provides comprehensive support to artisans:
- Free Registration: Join the platform at no cost.
- Transparent Commission: We charge a 10% handling fee and a 10% customer acquisition fee to the customer not the artisan.
- Quality Check: We inspect your work before shipping to ensure it meets standards.
- Professional Photoshoot: We provide high-quality images of your items for your portfolio.
- Guidance in Negotiation: We help you communicate effectively with clients.
- Financial Protection: We hold the upfront payment from the client until the project is confirmed.
- Shipping and Customs: We handle all aspects of shipping and customs, ensuring your items reach the customer safely.
How does Urban Change Lab handle quality checks and shipping?
Urban Change Lab performs a quality check before shipping and manages all shipping and customs procedures. This ensures that your items reach the customer in perfect condition without any hassle for you.
Understanding Negotiation Culture
Adapting to Online Negotiation: Negotiating online differs from in-person negotiations. Be clear and concise in your communication. Online negotiations often require faster responses and documentation.
Effective Communication: Be polite, professional, and prompt in all interactions. Clear communication builds trust and helps manage expectations.
Setting Realistic Expectations: Ensure that you can meet the timelines and quality standards discussed with the client. Under-promise and over-deliver to maintain a good reputation.
Building Long-term Relationships: Focus on building a good relationship with the client by being reliable and transparent. Long-term relationships can lead to repeat business and referrals.