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Contacting Customers

bruce papier

MGF, Master Grumble Framer
What method do you use to contact customers? It seems modern communications have evolved to the point where there are so many different ways to contact people that they don't pay any attention to any of them. Hardly anyone answers their phone. They pay no attention to voice messages, so we started texting our customers. Now it seems everyone gets so many texts, they don't remember getting one from us. Some of our customers are getting testy about the whole deal. They also get upset if you happen to contact them a second time when they haven't picked up their order for a long time.
 
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prospero

SPFG, Supreme Picture Framing God
Texting in my preferred method. If people have so many messages that they miss them then
perhaps they need a social secretary. 🦉
 

i-FRAMER

MGF, Master Grumble Framer
For the past 8 years we send a Text an email at the same time. I don't remember the last time i actually dialled a number to ring someone.
 

shayla

WOW Framer
We call almost all our customers on the phone. E-mail the rest. (This, because I don't use a cel phone.) No problems.
 

Ylva

SPFG, Supreme Picture Framing God
Email! Then if they don’t reply, I forward the sent email to see if they received it as I haven’t heard from them.
A few of my elderly customers don’t use a computer. Those I call.
I have a few customers who don’t check their emails, those I text.

I collect all information. I ask them during check out what their preferred method is.
Most want the email. I make sure to point out to add me to their address book so I don’t land in spam.

Rarely have a problem
 

shayla

WOW Framer
.... I make sure to point out to add me to their address book so I don’t land in spam.

Rarely have a problem
Thank you for writing this. Of the group that do prefer e-mails, this has happened a few times. I didn't know how to avoid it, and will suggest this from now on.
 

MATTHEW HALE

CGF II, Certified Grumble Framer Level 2
for those of you who text your clients, do you use your personal cell phone to do so or do you have a business cell phone or other method?
 

artfolio

SGF, Supreme Grumble Framer
I always notified my customers by text because, despite having the 'phone pressed to their ears 7/24, very few ever answered a call.I guess with so many communication options these days we need to ask the customer for their preferred contact method when taking the order and give them an approximate completion date.
 

Ylva

SPFG, Supreme Picture Framing God
For the few I text, I use my personal phone. I don’t mind as I can choose to not answer if I don’t want to, or reply, I will get back to you on xday when I’m in the shop again. That is usually enough.
I prefer email, so I have a record with time and date. I don’t save my text messages.

With new customer, the conversation goes like “I usually send an email to communicate about your order, does that work for you?”
 

i-FRAMER

MGF, Master Grumble Framer
for those of you who text your clients, do you use your personal cell phone to do so or do you have a business cell phone or other method?
Through our software i-FRAMER. You create templates for emails and Text messages. Then when the framing is complete you can send a template with 2 clicks.
It also records all correspondence against the customer record
 

echavez123

MGF, Master Grumble Framer
I call them and leave a message if they dont answer. 99% of the time, the phone number is correct. Occassionally, someone does not acknowledge the message. Most of our jobs are prepaid, or at least 1/2 paid, so they will be coming to pick up their stuff when they get around to it. Sometimes, they take too long, and at least once, they never picked up the framed art at all.

I had a customer who would go buy cheap framed art with intentions of using the frame and having us print something to put in the frame. After a month w/o any action, I called the lady and she said she was going to keep the art and donate it for a fundraiser. However, she stored it at our store for 4 months. After several more calls and not picking up the artwork, I sent her a bill for the rental storage. And yes, she told me to keep the art.
 
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