By the time I finished working on this quilt, I was an emotional mess. I was very upset with the quilting and felt it didn't represent myself well, even though I had spent hours correcting an issue I hadn't caused. I felt certain that no matter how sweet a person Riane is she would be unhappy with the results and would see every error and issue just as I could. In fact, the errors and issues were the only things I could see at this point. I contacted one of my quilting mentors and friends and spoke to her about her experience with customer disappointment and how she handled it, I looked online for reviews and posts about people receiving or dealing with similar quilting issues. I wanted desperately to start all over having learned from my mistake, trusting without testing.
I called Riane and met with her, happy she was local and I could see her face to face. I showed her the issues and explained what had happened, expressing my regret and sincere apology. She understood and of course was not nearly as upset about it as I was, we discussed some options for me to make it up to her and agreed that this wouldn't be the last time we worked together. I'm certain my relief showed all over my face. I have since been in the process of communicating with the digital pattern designer, determined not to let this same issue affect someone else's quilting.
One thing that really struck me during this process was how seldom I read about quilting issues and errors from the quilter's perspective. Sure, these stories pop up occasionally on forums for long arm quilters seeking advice and suggestions, but rarely is the whole story or at least both sides shared. Instead, I read a number of posts and blogs from disgruntled customers having worked with long arm quilters and received disappointing results, sharing their mistrust and annoyance, and their perspective. Often these posts didn't share the perspective of the quilter, or what the quilter might have done to try to recover the situation, if he/she was ever even made aware.
My quilting, is my bread and butter, yes; it is how I make my money and pay my bills so I certainly want to protect myself as a business person. But it is also a representation of myself, my art, my craft, and my character. I have never met a harsher judge of my work than myself, which is something I must constantly battle as I work for others; beating back the voice that tells me I haven't done enough or won't meet their standards. I can't even tell you how disappointed in myself I would be to know one of my customers was unhappy and unwilling to let me make it up to them or work with them to correct the situation. So in my effort for transparency I share this story with you and ask that you remember to leave space for human error. When you work with a small business of any sort, especially a one person operation like my own, express honestly and kindly your feelings and expectations, and remember to give that person the chance to meet your expectations if they fall short.
Until next time,
UPDATE: Riane took some lovely photos of this quilt which I wanted to share, you can view them in the Gallery.