• WELCOME Grumblers
    Backup is now done at 3PM EDT. You may find the server down for up to two minutes at that time.

Customer service question

Customer service question

  • Reframe the piece entirely at no cost to the customer.

    Votes: 0 0.0%

  • Total voters
    44

MiterMan

CGF II, Certified Grumble Framer Level 2
Ok, folks, here's a hypothetical for you:

You've finished and delivered a framing job, let's say it cost the customer $500. She picks it up, doesn't cry with joy, but doesn't say she hates it either. Two weeks later she brings it back because she doesn't like it. After discussing it with her, what would you do?
 

Marc Lizer

SGF, Supreme Grumble Framer
In the design process who "leaded"

inotherwords: when it came to the "Let's go ahead and do it." Was it her design ideas or was it your lead.

And was it an enthusiastic "go for it," or an "if you say so, I'll trust you."

That may be part of why she bought it back.

What would I do?

Welllllllllllllll, it depends, but if this is a reasonable person/customer, then the short answer is I would try do do what the customer wants to make the piece look good

Different frame. Maybe.
New mats. No problem.
Refund or in store credit. Not likely, but if she is a resonable customer, it is not beyond the realm of possibility.
 

Kit

SGF, Supreme Grumble Framer
This question is too hard. I can't pick just one of the options given because I've done all of them at one time or another. So many factors are involved that I can't think of any answer that would apply in all cases.

Okay, I know that's no help. But it's the best I can do.

Kit
 

ArtLady

SGF, Supreme Grumble Framer
I did not vote. There was no reply listed that said.

"Gee, lets talk about the parts of this we like and the parts we don't like and then talk about the prices to changes those things we don't like."
 

MiterMan

CGF II, Certified Grumble Framer Level 2
Ok, perhaps I should have clarified a few things.

1. We'll assume that the design decided upon was reached by consensus, with no arm-twisting.

2. We'll assume that if any element was changed, it was after talking to the customer to find out exactly what it was that she didn't like.

3. We'll assume that this is a reasonable customer, no shouting or wailing and gnashing of teeth involved.

I know there is no one right answer all the time, but what would you usually do?
 

ArtLady

SGF, Supreme Grumble Framer
Never under estimate the power of being oblique.

I stand by my response.
 

Dermot

SGF, Supreme Grumble Framer
I suspect that if a customer returns with a piece of art/image that has being framed and did not like some or all elements of the FRAMING the reason they would have come to that decision is that it was framed WRONG this will happen from time to time, after all we are viewed and we present ourselves as the framing professionals, the professional thing to do is to rectify a customers problem, most likely at little or no extra charge to the customer.

If we go with the line that the customer got it wrong why would they have come to us in the first place, professionals do not blame the customer they rectify customer’s problems.

The only exception to the above is when it is a repeated action on the customer’s part, but if we are educating our customers in the right way they should be few.
 

ArtLady

SGF, Supreme Grumble Framer
Dermot,

I think I would disagree with you. I guess not charging for changes is rewarding for making them. I would be worried customers would tell their friends go use them if it isn't right they'll change it for free. Ouch.
 

Dermot

SGF, Supreme Grumble Framer
Yes but very nice referrals if you get it right……….. of course I agree there is always the possibility of abuse but one of the questions I ask a new customer is why the are using me you can learn a lot from their answers ie. they may have problems with another framer, were referred by an existing difficult customer, etc.
 

John Ranes II CPF GCF

SGF, Supreme Grumble Framer
Originally posted by ArtLady:
......I guess not charging for changes is rewarding for making them. I would be worried customers would tell their friends go use them if it isn't right they'll change it for free. Ouch.
I got to go along with Art Lady on this one......I voted the "small charge", but typically we opt for customer paying for materials changed, and we "eat the labor" fees associated. This is assuming it is an adequate design.

Extreme designs like extreme customers require special response.

John
(Currently in Butte, Montana for the Northern Rockies Chapter PPFA Meeting & Trade Show)
 

BUDDY

PFG, Picture Framing God
I recently had a similar experience and opted to say bring it back and we'll talk about what I can do and what it might cost.
But this has been said already. What I haven't told you is this .First it was a very large crosstitch of San Fransico plantation (20 + in by 40 inches) It also had a very involved double mat which followed the roof line and was imbellished by hand cut matting to represent ginger bread trim in the upper corners of the mat.
We and the client took a long time to choose just the right colors as per her description of her decor and insructions.When she picked it up she raved over it and couldn't wait to get it home,so it could hang for the Xmas holidays.
We didn't hear from her for a month, then she called and said the color didn't look good in her home. What we have found out though is that her daugter said it didn't work.
However when she returned and I said I'd change the mats and if I could save the btm. mat I'd only charge her for the top mat and my time to cut another ,she suddenly didn't need it so badly.
The point! Why if someone else doesn't agree with their taste should you loose ,especially if you did everything you could to make the piece to their spesifcations.You can't please every one that comes in their home.But if you start doing redos for nothing you very well may have to try when the word gets around.
BUDDY
 

ERIC

SGF, Supreme Grumble Framer
Thank goodness the only time this came up, the framing gods were smiling on me. It was a local print that I stocked several copies of. I liked the way it was designed, so I just hung it on an empty hook and grabbed a fresh print and we started from scratch.
I know, I know, what are the chances.

My Feelings are that for any valid, unforseable, non-couch color determined choices that don't work - I do not charge full price for the changes (I have to charge something
) I consider it a cost of doing business

Regarding the vote choice to "return the art unframed with a full refund" If I ever get to that point with a customer - I shoulda' seen it comin' when they came in the first time, and I didn't scare them off when I had the chance too.
 
Top