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In this episode of The Handcrafted Podcast, Paul shares hard-earned lessons about preventing refund requests and keeping clients engaged after they’ve paid their deposit. Drawing from stories of losing a project—even to George Nakashima himself—he explains how Philadelphia Table Company developed systems that reduce client uncertainty, set expectations clearly, and create checkpoints that build excitement instead of frustration.

Paul walks through the sales process he uses today, highlighting how to turn deposits into true commitments, frame wait times as part of the customer journey, and use design, samples, and drawings as “insurance policies” that protect both the maker and the client. He also explores subtle language shifts (like calling deposits “first payments”), ways to handle holiday deadline requests, and how to structure communication so clients always know where their project stands.

Takeaways:

• Frame deposits strategically: Present them as the first payment or installment to make them feel non-refundable and binding.
• Hype the design phase: Use it to keep clients engaged while waiting in the queue, turning delays into part of the narrative.
• Set expectations upfront: Be clear about queue times, processes, and potential delays before the client signs.
• Build in checkpoints: From proposal to design approval, samples, materials, and final delivery, create structured touchpoints to reassure clients.
• Use drawings and samples as insurance: Client approvals protect against disputes and reduce anxiety about misaligned expectations.
• Offer (but limit) rush options: Guarantee delivery for an added fee but refund only the rush fee if deadlines aren’t met.

This episode is a blueprint for makers who want to keep deposits secure, manage client expectations, and build lasting trust through clear communication and process.

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