Dealing with Conflict
Jack McAdam (McDougal Orchards) presenting
Vendor to Vendor Conflict
Three types of conflict vendor to vendor
- Misunderstanding - cause 90% of disagreements
- get both sides of the story, don't get locked into one position
- ask questions
- be open-minded
- two stories might mean they are telling the truth as they see it
- see what you do agree on
- agree to disagree
- do not hold someone's values against them
- unrelated to market happenings
- those vendors should work it out together
- might require market vote if they are not able to work it out and continue to impact the market
- Don't lash out. Collect your thoughts.
- What are their feelings?
- Think on the decision first.
- Then make action to get to a resolution.
Mark Guzzi (Peacemeal Farm) presenting
Dealing with difficult situations with a customer
- Provide quality products: If they have a concern about a low-quality product take their concern very seriously. Engage in a conversation with them to determine how they got the product and how they dealt with the product after. If they kept their corn for 2 weeks and were disappointed with the quality, educate them on how long they can expect corn to keep.
- Getting to market on time: Getting to market on time allows the vendor to set up and not be in a rush. This way you can provide high quality service.
- Be polite
- Be fair
- Value their concerns
- Blemished product should be replaced. Don't send them home with it.
- Be honest if quality is not the highest standard.
- If you do not have what they are looking for, you can point them to someone else who does have the product. You want their market experience to be a positive one.
- Be careful dealing with someone who only wants to dicker on small sales.
- Show them quality service so they come to see they don't have to dicker to get quality products from you.
Customers who want to spend a lot of time talking but not buying
- Don't be rude.
- Find ways to excuse yourself from the conversation.
- Help others who are making purchases by excusing yourself but saying you will return once you have helped them.
- Be direct if they are harassing you or someone else.
- Ask them to leave.
- How do you get customers to leave if they are taking too much of your time?
- Help customers who are making purchases
- Can excuse yourself and move to other business if you need
- Walk out of stand to continue having the conversation in a different location, this helps the customer know that space is for making purchases. It works well if you have two people working the stand.
- How do you make clear to vendors the need for positive interactions at market? And who should handle difficult situations with vendors and customers?
- Meetings and the responsibility falls to the market chair
- Should dogs be allowed at market?
- Dogs are a big part of market for the customers. They enjoy being able to bring their dogs to market.
- Brunswick created rules so dogs are not allowed in tents to eliminate issues with products. They have posted signs around the market reminding customers to be aware of the rule and leash length rules.
- If a customer is not satisfied with their purchase, how do you handle it?
- Reimburse them with more product.
- Ask, "What is it you were hoping you would get from this product?" The customer feels like they are being valued.
- Ask questions about when they got the product and what they did with the product upon purchase. It can be a learning experience for them i.e. cheese needs to be purchased every week and will not last four weeks.
- Replace it first, then if they are not satisfied with the replacement give money back.
- What do you do if people who are not part of the market are coming and setting up at market?
- Zone the market in the city agreement so there is written document to show
- Can be in the lot, but must be separate from market