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Thread: Breaking the ice with new customers...

  1. #11
    SPFG Supreme Picture Framer God Ron Eggers's Avatar
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    Framer, I had (past tense) a good customer who came in several times during her pregnancy. When she came in after the due date, I said something like, "Still waiting, huh?"

    Her baby was a month old at that point.

  2. #12
    SGF Supreme Grumble Framer Rebecca's Avatar
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    Ouch!

    Ron, I did the same thing once, and I'm a mom!

    Rebecca
    "Things are just right once you realize they're never going to be just right." www.fineartconserve.com

    Help save wildlife and their remaining habitat: donate what you can to the national wildlife federation http://www.nwf.org/

  3. #13
    SPFG Supreme Picture Framer God Ron Eggers's Avatar
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    Just how familiar to be with even long-time customers (say 25 years) is a tough call sometimes.

    Not everyone wants to hear, "You smell fantastic" from their picture framer.

  4. #14
    SPFG Supreme Picture Framer God Dave's Avatar
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    I quite often start by saying "Hi" and if they have something in their hands, I say "What did you bring me?"

    They always proceed to open up the work. I always try to find something nice to say about what they've brought in. I relate it to other work I recently completed often showing them the finished piece if it hasn't been picked up.

    My aim is to make them feel at home, trust me with their valuable possession and know that I'm the man who can take good care of them and their work.

    Our community is small enough (market about a half million) that if you talk to anyone long enough you find you know quite a few of the same people or their kids go to school with your kids, etc.

    Dave Makielski

    "Pull together...
    Get farther...
    Faster"

  5. #15
    SPFG Supreme Picture Framer God Dave's Avatar
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    The very worst greeting for a customer is...

    "Can I help you?"

    Unless they are specifically looking for a certain item, their natural reaction is to say...

    "No, just looking."

    Much better to say "Nice hat" or "Pretty wet outside...isn't it" Strike up any conversation and they will feel free to ask for help when they need it. ALWAYS acknowledge a customer, even if it's just a nod, when they come in the door. Best deterent to shoplifting is to let the customer be aware that you are aware of them and see them as a person.

    Dave Makielski

  6. #16
    PFG Picture Framing God EllenAtHowards's Avatar
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    Roz, our variation on your theme is "Less than a thousand dollars" everyone laughs, and $600 sounds cheaper... you are right about that. Parphrasing Dave Barry, "Don't comment on a person's pregnancy unless you can see the baby crowning."
    If you'd do what I told you the first time, I wouldn't have to be so bossy.

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