Discussion in 'The Voting Booth' started by Meghan MacMillan, Jun 4, 2002.
Do you (or does someone in your shop) call each customer as each job is completed?
We call customers Mon Wed Fri, unless they have requested the order rushed or by a certain date. Then we call them again every ten days unless they have made other arrangements.
Actually, I call the customer before it is wrapped because I can hardly wait for them to see it.
I don't wrap the customers work until they arrive to pick it up. If we have completed the entire job the framed pieces are hung behind the counter until picked up (we call it the wall of fame); the refit pieces are stored elsewhere. Customers love that we are proud of the work we do and willing to show off their art. Plus the first glance they see of their framed art is hanging as it will be in their home. The added benefit is that new customers get to see many examples of what we do, besides the showroom art for sale.
I would LOVE to be able to hang the finished jobs where the customers would see them... but my frame samples are on the wall behind my "Customer" counter. All other walls are out where customers can get to them. Some people will take things off the wall and ask how much they are. I don't like the idea of customers getting their hands on other customers' pictures.
(For some reason, some people think that if it is on the wall, then it is for sale!)
I'm curious about the 6% who don't notify customers that their framing order is ready to be picked up.
What is your turn-around time?
Do you have people stopping by to pick up work that hasn't been finished yet?
What is the average age of completed pieces?
Do you require that orders be paid in full when they are placed?
I have customers who demand privacy so we wrap and place the pieces out of site until they are picked up.
We call customers after all orders are completed and the call once a week untill they are picked up. The sooner their gone, we can make a profit.
You mean that there are framers who don't call for pick ups? Phone calls= payment and clean cupboards
We also re-calls every month for those "stragglers"
In our shop we have a different 'sale' on framing every week. If a customer placed an order 2 weeks ago and when they pick it up a better offer is on, then we are obligated to give them a refund of the price difference b/w sales, which really sucks! So yes, we do call most people right away, but if we happen to be on the brink of a bigger sale than they participated in, we'll keep their name on a list and call them after that sale is over... sigh! Who ever said framing was easy???
Kit: In answer to your question: some of us have receipts that state when the order will be ready to be picked up. Customer is also told at sales' completion"your order will be ready on (date)" We didn't used to call people because of these two reminders, but now we do. Hope that explains it.
We usually call within 24 hours. The reason I say 24 hours is that I usually like to have the person's framing hanging in the shop for a few hours so that I can go back and double check for
perfection. I find that when I walk away from a job for a few hours that total checking of it is much easier when I come back. If it is a rush job then the customer gets called immediately. I really do not have alot of room so it is good it get completed jobs out as soon as possible.
i usually try to call right away. it gets the customers in sooner, they are happy for the fast service, i get paid, and we all all happy!
We call customers right away, then about once a month if not picked up.
We call them as soon as we finish, and try to get it picked up as soon as possible. (It pleases the customer, and keeps our "out bins" emptied.
As far as putting the art up on the wall for public display, that does sound interesting; but isn't it a violation of the customer's confidentiality? Some people would love it, but others might be upset. Has anyone ever been upset about this (for the people that display it)?
I call the customer right away usually.
I also hang the finished item on the wall for display. I think the customer feels "privileged and kinda proud" to walk in and it is hanging up for everyone to see. I also have put some in the window at times, they really feel special!!
Why would you not call them right away?????
Do you mean that they actually TELL you that they want their finished pieces wrapped and hidden away until they come to pick them up???
I guess anything is possible.
I try to display any unique framing until the customer comes in to get them. Many times those frame jobs will jog another customer's thinking about "that's a really neat idea! I have such and such that would look good framed that way." And I have never had a customer berate me for displaying their framing. In fact, they are usually so pleased with the finished product that they don't even consider that the framing is out there for others to see and comment on.
I think that it is a sound marketing to display good work and find nothing wrong with doing it if you have the wall space available.
We are one of the exceptions to the general concensus here. We do not call customers right away, our turnaround time is two weeks and it is not common for a job to sit for more than one week after completion (less than 4%), our policy is not to collect any payment at the time of the order unless the customer offers to do so or there is no property left in our possesion.
Our customer is told of the completion date at the time of the sale, they also have this on their sales order.
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