I understand Grey's analogy, but I don't think it applies to the independent framing industry because in our shops we have the ability to commingle the categories just as Dell does in its catalogue...
My customers have a wonderful experience AND they can save money by opting for value line or poster frames or ready mades, or DIY. Or they can order beautiful custom framing. They have fun, have all the selection they want, and get lots of enthusiastic help whether they are spending $50 or $500. or more....
Sorry I didn't get back earlier. For me the restaurant analogy is still valid because those that have succeeded over the long run, (at least those I'm familiar with) have succeeded because of the changes they have made. Even the successful white table cloth restaurants have made significant changes. They are opening for lunch, have lighter meals, making changes to their menu for more healthier changes. IMO they are trying to draw from some of the Casual diners to improve their sales. Likewise some of the better family restaurants in the casual dining are also taking some ideas from the white table cloth restaurants, they are great places to go to because of how wonderful the service / experience is.
And the fast foods (box stores) are managing by looking at their KOIs (key operating indicators) and numbers.
Likewise we are getting some, what I call national chains of framing stores, some that have very good quality.
I'm not trying to infer that any one category is better than any other; what I believe is that all categories in restaurants and framing can be successful, but you can't sit back and relax, you need to keep improving and changing and knowing who your market is. Personally, I believe that Kristie's model is a great model for her market.
I'm relatively new (back into) the framing industry. After my experience in consulting and working with family businesses (20+ years), I've learned that the historical model, as I understand it, is not appropriate for me.
In consulting, I had to spend 20% of my time prospecting / looking for new business. In my model for framing, I'm likewise trying to spend 20% of my time in prospecting, networking, looking for new business.
My target breakout of time is:
20% with clients, understanding, designing, getting order etc.
20% in the "back room" completing framing activities. from above.
20% in evaluating / changing / fixing my business
20% in training, getting better, striving for constant improvement.
20% outside the business, looking for new clients, networking, talking, etc.
It is too early to say, but I believe this is working for me.