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Our Guarantee

EllenAtHowards

PFG, Picture Framing God
n one of the PMA classes I took, the speaker said, "How many of you guarantee your work?" Lots of people raised their hands. Then he said, "How many of you have it in writing?" Maybe 2 or 3 hands (out of about 50) were raised. So I have been working on my Written Guarantee:

The Custom Framers at Howard's Custom Framing certify that our work is GUARANTEED. Howard's stands behind our Materials and Workmanship. If ay of the components we provided or attached, including Matting, Hinging, and Frame Construction should fail, we will repair it at no cost to the original owner. [I know that we change person with both Third Person and First Person being mixed, but that shouldn't affect it except annoy English teachers]

So, what have I forgotten? How can I be cheated? Do you have one I can modify?

The foregoing text was earlier posted on Hitchhikers, and the two comments I got were 1)Why only the original owner [Answer: to keep us from fixing stuff that ends up being bought in garage sales and b)We need some "wiggle words" about Customer Inflicted Damage, such as hauling around in a hot car for a couple of days

Other than those, what do YOU see as potential problems?
 
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The King

SPFG, Supreme Picture Framing God
Ellen,

Yeah, I would definately say something about the customer inflicted damage. I used to frame for a couple that I'm pretty sure would throw frames at each other in the heat of battle. Sometimes we only needed to replace the glass*. Often we had to replace the frame and/or mats.

Eventually, the two lovebirds replaced each other and things have been much more peaceful.

*That was before I had accepted Acrylite into my life.
 

tnframer408

SGF, Supreme Grumble Framer
Design Guarantee?? O that's rich!!!! Can understand guaranteeing workmanship, but guaranteeing the design? Another reason I love the premise behind my upcoming ad "I don't care what color your sofa is" Design is SO subjective. What they may love in the store may not be loved when they see it next to the sofa. Which is why I feel you design for the piece of art, not the color of your sofa.
 

The King

SPFG, Supreme Picture Framing God
Seriously, Ellen, a written guarantee is a great idea. The problem seems to be that, without a written guarantee, the defacto guarantee becomes a lifetime warranty against absolutely anything - fire, flood, 20 years of hanging in the sun room - and, good-natured fools that we are, we go along with it.

Starting immediatley, I'm offering a written guarantee. I'll need to hammer out details, but it will start out with, "At The Total Picture, we sometimes make mistakes. We're human, too (except for Dogzilla.) But, no worries, Howard's stands behind our Materials and Workmanship."

Do you suppose you could post your phone number so my customers can reach you if they need to make a claim?

Thanks.
 

The King

SPFG, Supreme Picture Framing God
Back to serious for just a second . . .

I'd probably want to mention that it will be my choice whether to repair, replace or refund. This is to avoid problems with people wanting a new frame because a corner has come loose.
 

EllenAtHowards

PFG, Picture Framing God
Originally posted by Ron Eggers:

we sometimes make mistakes. We're human, too (except for Dogzilla.) But, no worries, Howard's stands behind our Materials and Workmanship."
Thanks.
I think that's Howard's stands behind THEIR Materials, etc... hahahaha

And our Dog in Residence for the time being is Leo, so we'll have to incorporate him too into our "shared" guarantee.... hehehehe
 

Orton

CGF II, Certified Grumble Framer Level 2
I include a written guarantee with every framing job I do, and have done so for years. I offer a no-nonsense, transferable, lifetime warranty on my workmanship. I sign each one.

I also provide a Framing Report with each job, describing how the art was framed.
 

Sherry Gray

CGF II, Certified Grumble Framer Level 2
I offer a workmanship guarantee as well as a design guarantee. I'd rather the customer come back to me if the design is wrong for them rather than go to another frame shop for their future framing. I see the design guarantee as more of a marketing tool than anything else. On average we redo about three pieces a year, but it's money well spent. I advertise this guarantee and talk to the customer about it as well. The big advantage to this is: the customer comes for pick-up with the attitude that they are going to love their framing, and they are not going to pay for something they are not totally satisfied with. Neither of my guarantees are written at present, but that I will rectify next week.
 
Hello everyone. Yes, FASTFRAME stores DO offer a design guarantee. If you take your picture home and are not completely satisfied with it for any reason, bring it back within 30 days and we will re-frame (re-mat, re-glaze) it with materials of the same kind or cost...for FREE. If the customer wants to upgrade, they are given credit for the old materials.
 
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