Why Customers Touch and Walk Away (and Why It’s Not a Bad Thing)
If you run a small business, especially one selling handcrafted home décor like I do at October Rust Designs, you’ve likely experienced this: a customer walks into your booth or shop, their eyes light up, and they’re drawn to one of your items. They pick it up, turn it over, admire it… and then, just as quickly, they set it down and walk away.
It’s easy to feel a sting in moments like these. After all, every piece you’ve made is a labor of love. But before frustration sets in, let’s unpack what’s really happening here.
The Psychology of “Look, Touch, Walk Away”
Customers touch products for several reasons, and it’s not always about making an immediate purchase:
Curiosity and Connection: Touching helps people feel connected to what they’re seeing. The texture of woodgrain, the weight of a piece, or the smooth finish on a painted item – these tactile details are part of what makes your work special.
Shopping Is Emotional: For many, shopping is about more than acquiring things. People browse to be inspired, to imagine how something would look in their home, or to dream about future possibilities.
Budget or Hesitation: Sometimes, customers genuinely love your product but need more time to justify the expense or figure out where it fits into their home.
Why It’s Not a Bad Thing
At first glance, a touch-and-walk scenario might feel like rejection. But here’s the good news:
They Noticed You: They chose your product over countless others. That’s a win!
Future Customers: Touching your item creates a memory. When they’re ready to buy, they’re more likely to come back to the person whose work stood out.
Word of Mouth: Even if they didn’t purchase, they might tell others about “this amazing décor I saw at the market last weekend.”
Tips to Turn Touchers into Buyers
While not every touch will lead to a sale, here are a few strategies to increase the chances:
Engage Them: A simple “Hi! Let me know if you have any questions about that piece” can spark a conversation and help them envision the item in their life.
Tell the Story: Share the inspiration or process behind the piece they’re admiring. Personal stories resonate and create a deeper connection.
Encourage Interaction: Signage like “Feel the quality!” or “Pick me up!” invites people to interact with your products confidently.
Follow-Up Opportunities: Offer a business card or a flyer with your website or social media. If they walk away, make it easy for them to find you later.
Celebrate the Moments That Matter
Every customer who touches your product is part of your business’s journey. They may not buy today, but their interaction is a step forward – for them, for you, and for your brand.
At October Rust Designs, I’ve learned to appreciate these moments. They remind me that what I create is worth noticing, holding, and imagining – and that’s a success all on its own.
