Hi, I'm za customer, how do I find a frame shop?

[Marc Lizer]

Step outside your head for a moment.

I would like to to be as "customer" like as possible and (following the steps anyone would take to get something framed), tell me how you would go about slecting a frameshop.

This is may not be the shop they end up using, just who they first choose, and why. This is first time customers, or entry level frame consumer.

I want you to really step out of your comfort zone and think as a cusotmer. Pretend you are picking ahair salon, or auco mechanic, or florist. You probally would use the same criteria Your answers must be
1.
2.
3. .etc

You can put comments beside your list, and you can profile the customer.


As an example:

1. Closest to my house. I kept on seeing it while driving around town, and it was most convenient to my house (or work, or kid's school)

2. Word of mouth. I asked mo (co-worker, boss, parnets, friend, neighbor . . .)

3. I looked in the phone book, and called shop ads that . . .

4.


Be so kind as to give the profile of the above customer.

1. I found and ad in the paper witht he biggest discount.

2 A friend of mine told me about this place where I can great deal.

3. I went ot the place I thought would be the least expensive.

4.

(please profile the above customer.)


1. I picked the best frame shop in town. Because I only go to the best places in town. this is THE frameshop to go to.

2. I saw ads for this place in the best mags, and they have the largest, and color ad in the Yellow Pages.

(again, profile please)

These are just starters.

Use this as a base, or start from scratch.

But think like a customer.

NOW, think realistically like a customer, and try again.

Now post

[Less]

This is first time customers, or entry level frame consumer. please profile the above customer.) I think you just did.

Never mind, I'll start again

[ 10-24-2003, 01:50 PM: Message edited by: lessafinger ]

[Marc Lizer]

cheeky monkey :rolleyes:

[Rosalyn]

1. The only shop within 45 miles?!?! :D

[katman]

1. Sees the frame shop regularly because he/she works near it or shops near it. Customer is new to custom framing. Getting a diploma or certificate framed. Usually gets a stock frame at a department store or craft shop, but this is something special.

2. Looks in the yellow pages and finds a place that is close and has an ad that communicates the appropriate service. Same customer profile as above.

3. Referral from a friend to a gallery/custom framer or selects such an establishment because has previously visited, either to look at art or with a friend. This is not your new entrant. Has been given customer framed art or has been environmentally conditioned to custom framing.

[B. Newman]

I'm not sure I understand. (Does anybody ever really understand Marc?) But it looks like he wants us to take each set of "choices" and profile the type of customer that would use that critera. (Anywhere close, Marc?)

The first customer looks for convenience.
The second customer looks for value (or is just plain cheap.)
And the third customer looks for the best quality.

Now, when I am the customer this is what I do. If I have no experience at all with the product, I usually ask someone who knows. (When I was searching for a CPA years ago, I went to a business man that I respected for advice.)

Of course, we all (regardless of what we say publicly) want to get the best price. Sometimes cost and price are two different things. If the product/service is something I will be using often, I balance convenience with price with value.

If it's something that is a one time thing, I may only look at quality vs price/cost. Example: When my son was in the rodeo accident, they took him to a hospital that I would have not chosen due entirely to convenience. NOW, I would go to that hospital any time! Not only the care he received (quality) but the caring and helpful attitude from everyone (doctors, nurses, cafeteria workers and maintence staff) was wonderful (service) and the willingness to work with us on the bills (price/cost).

At different times, for different reasons, we are all, all three types of customer.

Now the question becomes, how do we TREAT each type of customer?

Betty

[Sherry Gray]

The "first time customer" scenario was brought home to me very clearly just this week; and I hope to never forget it. With the incredible help of a dear friend, I have stitched my first quilt top. I went by myself to the quilt store to pick out a border/backing fabric. Keep in mind that I sew very little and have never quilted; and when I walked in the quilt store for the first time I was overwhelmed. The assistant did just what I try to do for all my customers, but will make even more of an effort to do in the future... she led me right through the process and showed me only fabrics that would look great with the project in hand. After the choices were made (I took her advice), she measured the amount of fabric needed for the job, complimented me on the work I had done, and I left knowing I would make many return visits. The fabric costs more at this store, but the advice was priceless.

[John Ranes II, CPF, GCF]

Originally posted by Sherry Gray:
.....After the choices were made (I took her advice), she measured the amount of fabric needed for the job, complimented me on the work I had done, and I left knowing I would make many return visits. The fabric costs more at this store, but the advice was priceless. Sherry,

You're experience at this quilt store was enhanced by your own entrepreneurial background, i.e. you treat customers professionally and naturally looked to trust the person on the other side of the counter.

We don't have as many quilt shops competiting in each market as compared to places that offer custom framing. I find Marc's question provoking, actually he's asking us to think about what drives customers to find us.... Despite our best efforts at advertising, service, quality workmanship, etc., I think many "first time customers" with a custom framing need do shop (start?) at a particular for the following reasons:</font> 1 - They chose a location near to them geographically, that was convenient.</font> 2 - They chose one of the 'Big Boxes' because it was "at the Mall" area, where they normally shop.</font> 3 - They worked off of a recommendation from a friend, perhaps 50% of the time if reasons 1 & 2 were valid.</font> 4 - Perhaps they took a glance at the Yellow pages to see who was available......Again Reasons 1 & 2 take priority.</font>
I firmly believe that most consummers make this decision primarily based on location and convenience to where they regularly shop/live/travel. If you advertise, you must do so in a manner to give them overwhelmingly strong reasons to break this pattern and patronize your business!

John

[ 10-25-2003, 06:22 PM: Message edited by: Marc Lizer ]