Why Clients Don’t Choose You: The “Why Not?” Exercise That Can Transform Your Business
Why Clients Don’t Choose You: The “Why Not?” Exercise That Can Transform Your Business  
Podcast: The Handcrafted Podcast: The Business of making things
Published On: Mon May 11 2026
Description: Year of growth course. Summary:In this episode, Paul dives into a powerful mindset shift that came from intentionally slowing down and creating space to think. While reflecting during quiet moments with his newborn son, he began exploring a question most business owners never ask deeply enough: not just “Why do customers choose us?” but “Why don’t they?”Using Philadelphia Table Company as a real-world example, Paul breaks down how identifying “why nots” can reveal the biggest growth opportunities in your business—from pricing perception and brand positioning to timelines, customer experience, and product structure. He also explores category positioning, luxury strategy, and how understanding your market tier can help you create a stronger competitive edge. Key Takeaways & Highlights:The power of boredom and reflectionPaul talks about intentionally creating mental space to think instead of constantly staying busy. Some of the best strategic insights come when you stop consuming and simply reflect. Ask “Why Not?” instead of only “Why Us?”Most businesses focus on why customers buy from them. Paul explains how identifying the reasons customers don’tchoose you uncovers the real friction points in your business. Common “why nots” for custom makersPaul shares real examples from PTC, including:Budget concernsClients not understanding the valueLong lead timesToo many custom choicesWeak brand perceptionBeing viewed as “too local”These become opportunities for improvement instead of frustrations. Why collections matterOne major realization: fully custom can overwhelm customers. Paul compares it to sitting at a restaurant with a blank menu. Creating a collection gives customers direction while still allowing customization. Positioning yourself within your market tierPaul breaks down the furniture industry into tiers—from IKEA and Wayfair up through artisan luxury brands like BDDW and explains why understanding your category changes everything about service, branding, pricing, and expectations. Competing isn’t always about priceSometimes the answer isn’t lowering prices—it’s improving how you communicate value, experience, and differentiation. Trade programs and luxury positioningPaul references deVOL and their refusal to offer discounts, using it as an example of maintaining strong luxury positioning and price integrity. Own your category instead of chasing everyone elseOne of the biggest opportunities for small makers is recognizing that there are gaps in the market where highly branded, high-service custom businesses can dominate. Strategic thinking is workPaul closes with a reminder that sitting, thinking, journaling, and analyzing your positioning is real work—and often some of the most important work a business owner can do. Join the Network