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Crescent's “Feet on the Street”

Discussion in 'Picture Framing Business Issues' started by libertycustomframes, May 7, 2013.

?

Were you visited/called recently by a Crescent "Feet on the street" survey agent?

Poll closed Aug 5, 2013.
  1. Does Not Apply/Not A Framer

    2.7%
  2. YES

    47.9%
  3. NO

    49.3%
  1. Larry Peterson

    Larry Peterson PFG, Picture Framing God

    I found out that Crescent is definitely reading this thread. I go a PM and pleasant visit from Crescent's Director of Sales, Kevin Graham. Kevin is an official lurker here (registered but no posts) and a nice guy. We had a pleasant visit. We talked about a few subjects and I gave him a tour of my shop. Looking forward to seeing him again.
     
  2. framah

    framah PFG, Picture Framing God


    Guess they think Maine is a part of Canada, then. No one came in up here.
     
  3. Framar

    Framar SPFG, Supreme Picture Framing God

    I just do not understand why, if they had email addresses for at least some of us - why didn't they save time and MONEY and send an email questionnaire instead of bothering to hire these feet on the street people.

    I would gladly have answered a questionnaire - do it all the time.

    Yeesh.
     
  4. Artrageous

    Artrageous PFG, Picture Framing God

    Kevin has stopped by my home based shop as well. He's a great resource for Crescent products.
     
  5. Bob Doyle

    Bob Doyle SPFG, Supreme Picture Framing God

    Pshaw! I live in Maine and don't go 'up there' ;) At least not in the summer...
     
  6. BatesMotel

    BatesMotel MGF, Master Grumble Framer

    I'm in the Philly suburbs and never got a visit. I can feel the love. Looking forward to the new products coming out that were at the WCAF.
     
  7. Frances M.

    Frances M. CGF II, Certified Grumble Framer Level 2

    I didn't get a visit but did get a phone call to make sure our contact info was up to date and to be informed new Select samples on the way. I did have to express my regret about the Larson-Crescent situation. I have 2 area distributors of Crescent who do deliver, free if we fill the minimum. However neither is a company where I regularly order a minimum weekly whereas I know I'll fill a Larson order. Therefore I've found myself working around Crescent mats as it makes no sense to order them and tack on the delivery fee or else delay the order until we accumulate $100 worth.

    The Crescent rep (?) said it was all Larson's fault and Crescent had no choice so I guess we're all in trouble if Bainbridge were to start thinking the same way and yet they seem to be OK with selling lots of matboard through Larson. Somewhere between the 2 sides is the real story.
     
  8. markviii

    markviii True Grumbler

    I have had regular phone contacts, emails and mailings of "stuff " (the Warranty Program, for example) during the past year or two. They sent entire mat sample set last year without my having to ask. It just appeared one day. I never had a visit to my store during this "feet on the street" program. I emailed him with this info. (So it appears there are a total of 14,000 frame shop?)

    I received this email yesterday.

    Dear Professional Custom Framer,

    Crescent appreciated the time you spent with our representatives who visited your store recently. In total, we called on over 11,000 independent frame shops (not including over 3,000 home-based framers). Our goal was to make sure you knew where to purchase Crescent products and provide you with a catalog that features our entire offering. The information you provided will help us to support you with great new products, colors, promotions and better customer service. During the visit many of you had questions and comments for us. Those have been forwarded on and will be answered by our Customer Care team within the next few weeks.

    We are less than two weeks away from mailing you our 2013 Select new product introduction and much more is planned as the year unfolds. We want to hear from you on these new products and programs as well as your thoughts on the products in our comprehensive catalog. All emails will be acknowledged within 24 hours.

    Crescent is proud of its service to the framing industry. Our products are manufactured in the U.S.A. and have always been made with a focus on superior quality. We may never be the cheapest, but you can count on us to provide the best in whatever we offer.

    Thank you for your support,

    C S Ozmun, Owner/CEO
    and the Crescent Team
     
  9. DVieau2

    DVieau2 PFG, Picture Framing God

    I find this the most interesting part of the letter.

    >>>>>In total, we called on over 11,000 independent frame shops (not including over 3,000 home-based framers).<<<<

    Doug
     
  10. Dave

    Dave SPFG, Supreme Picture Framing God

    Well, it appears that some of the "Feet on the Street" hired contractors found it easier to put their feet up and not make the calls they were supposed to make. Easier to fill out the paperwork themselves?

    Maybe Crescent has a way to track who the bad contract workers were.
     
  11. DVieau2

    DVieau2 PFG, Picture Framing God

    >>>>>>Well, it appears that some of the "Feet on the Street" hired contractors found it easier to put their feet up and not make the calls they were supposed to make. <<<<<<<


    I don't know.... one might conclude that from our poll but I think we have a tendency to believe that the Grumble is the "be all & end all" of the framing industry.

    Doug
     
  12. MarkyW

    MarkyW SGF, Supreme Grumble Framer

    I received that latest email, too, but nobody ever stopped in here.
     
  13. Framar

    Framar SPFG, Supreme Picture Framing God

    None of this makes a danged bit of sense to me.

    I am really sad but I will probably never be able to buy Crescent again. :( Not the way I buy matboard, one sheet at a time, local delivery.

    I guess I ought to start seriously weeding out my corner samples -

    *sigh*
     
  14. Pat Murphey

    Pat Murphey SPFG, Supreme Picture Framing God

    I almost threw out my samples, but Gary from Forest Gallery has offered to get individual mats for us from M&M now that one his suppliers, Omega, has taken them over. It's a courtesy that I don't want to abuse so I am changing my primary selection to Bainbridge/Artique. I still need access to Crescent for their fabrics and solid cores, less so the regular ragmats.
     
  15. shayla

    shayla WOW Framer

    Mar, have you called Crescent about this?
     
  16. Framar

    Framar SPFG, Supreme Picture Framing God

    I don't see how calling Crescent would do any good. They can't exactly pull a distributor out of their, um, back pocket.

    I will miss etched black, however. But I have three sheets left - should last me for a while longer.....
     
  17. shayla

    shayla WOW Framer

    Well, it sure can't hurt to call. Perhaps whoever they contracted with just told
    them they'd reached out to the people in your area but never did. If Crescent had
    a realistic number to go buy for your region, maybe it would affect how hard they
    try to find another supply route. Or you could ask whether they have a customer
    anywhere around who gets it in somehow. i.e. a bookstore, who might be willing
    to let you add a sheet to the order now and then.
     
  18. Framar

    Framar SPFG, Supreme Picture Framing God

    If I get a free block of time I plan to give some local framer friends a call to see if they saw anyone. Crescent was the only board available anywhere in Buffalo for the first 20 years of my framing career. My second boss absolutely loved their pebble board back in the sixties so he never looked at Bainbridge - and this was an art supply store that bought matboard by the hundreds of sheets. (Reminds me of being in the store room trying to fish out a board from the back of the stack and having 4 or 5 cartons of 100 sheets tip over and trapping me in the aisle and having to call for rescue...."Halp!!!") It took Bainbridge a long time to carve a niche in the Buffalo market - it should be a lot easier for them now, LOL.

    The one guy down the street that I talked to a couple of weeks ago did not even know Crescent and LJ had parted ways, and he only uses Crescent. He knew nothing about the feet on the street program.

    So I am guessing (from an admittedly small sample of 2 framers within 8 blocks of each other) that they missed Buffalo entirely - which means 30-40 shops or so. Not to mention the home-based who are not listed in the paper yellow pages.
     
  19. blackiris

    blackiris SPFG, Supreme Picture Framing God

    well that seems stupid if they missed that big of a town....
    I'm out in the middle of no where and I had a visit......... AND a REP visit. :popc:
     
  20. markviii

    markviii True Grumbler

    I received a call from an inside rep at Crescent today. She actually called in response to my email reply to the last letter/email they sent out. Crescent is definitely upset about the contractor for the "Feet on the Street" program. I described the outside appearance of my shop (which is in a residential area, though it's a storefront). She said it probably looked like a home-based business, so they may not have attempted a visit.

    She said Crescent is going to sent out the materials that would have been dropped off. The new fabric swatch kit will come to me when I respond to a postcard they're going to send out.

    We had a very extensive conversation (about 20 min worth). She confirmed who my outside rep is. He's kept in good contact with me in the past - I let her know that. I have had 0 problems with Crescent. It was just a hassle having to set up a new account for mat board, but it's all good now.

    Chris
     
  21. markviii

    markviii True Grumbler

    And I received a call from the shipping dept. to verify my mailing and shipping addresses, as well as alternate phone #.

    Interesting they're being so attentive since I haven't ordered very much from them over the years. Though these are the only matboards I use at my shop.

    Chris
     
  22. Jeff Rodier

    Jeff Rodier SPFG, Supreme Picture Framing God

    As much carp as they have taken over this effort Crescent is serious about getting samples and sales tools to every store front framer in the country. They have employees following up with all shops that did not get a personal visit. Crescent also relied on a third party for the campaign and most results will be accurate but there will always be slackers among a large group that were not diligent in getting results.

    All of those who doubt Crescent's sincerity in this campaign should consider the huge cost of the project. I am sure the accuracy of the customer lists will pay for the whole thing in the long run. Home based framers will be handled by distributors but there is no way of knowing how fast that will happen. I am anxiously awaiting the store count so we know where we stand.
     
  23. shayla

    shayla WOW Framer

    Today, while talking with Crescent about something else, I mentioned
    that our 'visit' lady was great, but I've received two 'thank you' e-mails,
    and some folks here had received up to three. She took note of it and
    said they appreciate the feedback. Anyone here who has thoughts on
    the Crescent outreach, especially if they've been missed, would do well
    to call Crescent. Especially in a case such as Mar's, where it's possible
    one contracted person might have dropped the ball, they'd appreciate
    knowing. That would allow them to be sure they really do reach all
    area framers, and who knows, if there are enough, perhaps it would
    allow for making an easier supply chain.
     
  24. markviii

    markviii True Grumbler

    FWIW, the call I received was in response to my email reply to the Thank You email (I received 2 and I let her know). So they're checking. Everyone should contact Crescent, especially if they did not receive a visit. They also appreciate positive feedback, as Shayla experienced. Hopefully they'll get an accurate list of shops from all of this.

    Chris
     
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