RUSH charges

[Sherry Lee]

HH's opened this subject and while I was framing until midnight last night I wondered.....IF I were to attach a rush charge, what would it be?

What do you folks do??? A flat fee or a %age?

[JFeig]

With respect to customer good will, we do not charge a RUSH charge.

We do charge a rush charge for items not picked up promptly and requested as a RUSH. -- 10% --

[Ron Eggers]

My POS allows for a rush charge. It is a percentage of the order and also reflects how rushed the rush is - same day costs more than 48 hours. It is applied across the board - buried in the quoted prices - so it doesn't look like a penalty.

As a practical matter, I rarely apply it. If I can do the order when they need it, I'll do it for no extra charge. If it's going to be a huge problem, I don't - even for an extra 20% or whatever.

[Maryann]

We don't charge a rush charge but what is getting on my last nerve these last few days is the person who wants a shadowbox by christmas but wants it cheap.
We haven't cut off for Christmas yet but if you're coming in the door now I'm not designing cheap!

[ 12-19-2003, 11:26 AM: Message edited by: Maryann ]

[JPete]

Payment in advance for sure!

[Bob Carter]

Just like Fedex or UPS, regular service costs one price, faster costs more. Would anyone question UPS to pay more for next-day service?

Clients should expect to pay more for above services. It's just that we are afraid to ask for it.

[Ron Eggers]

Thanks for the analogy, Bob, but if I'm going to use UPS for my business model, I'll need to start throwing the framing down the stairs after I wrap it up.

Hey, maybe we could offer some extra services:

"Ma'm, would you like to buy insurance on that framing so that it'll be covered if I damage it while it's in MY care?"

[ 12-19-2003, 01:10 PM: Message edited by: Ron Eggers ]

[Sherry Lee]

By George! I think Ron (via Bob) have come up with something that even Jay or Marc have not yet concocted!! :D

[Jim Miller]

Originally posted by Bob Carter:
Just like Fedex or UPS, regular service costs one price, faster costs more. Would anyone question UPS to pay more for next-day service?
You're right, consumers expect it to cost more when they need to get a box from here to there in a hurry. They clearly envision a guy running their box out to a plane waiting impatiently on the runway.

However, framing doesn't enjoy that kind of visual clarity. Consumers don't envision our stacks of wood and cardboard choking the back room, or warped chops, or employees with the flu. Elves whistling while they work, maybe. Shame on us for fostering that consumer perception.

Perception is everything. In a month all they'll remember is that we charged them more than they expected, and then added MORE on top of that, just because we could get away with it during the holidays. :mad: I'm no PR genius, but I want to avoid customers feeling that we took advantage of them. Especially when we didn't.

If the order's schedule requires premium shipping or other clearly-justified charges, then by all means we'll recover them. But when the customer perceives a rush charge to be simply a penalty for ordering during the holidays (justified in our minds or not), it is a mistake.

We plan for a rush this time of year. We're ready for it, including some overtime. Rather than risk alienating a customer, I will invest in a little goodwill. It comes back in good form.

We even put better-than-usual candy in the dish out front. Around here, it's Merry Christmas to them.

Once or twice each season, a customer picking up on Christmas Eve will give us a bottle of wine or a restaurant gift certificate, just to say thanks for getting their job done. I'd rather have that and more orders next year than an extra $20 today.

[Jim Miller]

Originally posted by Bob Carter:
Just like Fedex or UPS, regular service costs one price, faster costs more. Would anyone question UPS to pay more for next-day service?
You're right, consumers expect it to cost more when they need to get a box from here to there in a hurry. They clearly envision a guy running their box out to a plane waiting impatiently on the runway.

However, framing doesn't enjoy that kind of visual clarity. Consumers don't envision our stacks of wood and cardboard choking the back room, or warped chops, or employees with the flu. Elves whistling while they work, maybe. Shame on us for fostering that consumer perception.

Perception is everything. In a month all they'll remember is that we charged them more than they expected, and then added MORE on top of that, just because we could get away with it during the holidays. :mad: I'm no PR genius, but I want to avoid customers feeling that we took advantage of them. Especially when we didn't.

If the order's schedule requires premium shipping or other clearly-justified charges, then by all means we'll recover them. But when the customer perceives a rush charge to be simply a penalty for ordering during the holidays (justified in our minds or not), it is a mistake.

We plan for a rush this time of year. We're ready for it, including some overtime. Rather than risk alienating a customer, I will invest in a little goodwill. It comes back in good form.

We even put better-than-usual candy in the dish out front. Around here, it's Merry Christmas to them.

Once or twice each season, a customer picking up on Christmas Eve will give us a bottle of wine or a restaurant gift certificate, just to say thanks for getting their job done. I'd rather have that and more orders next year than an extra $20 today.

[Meghan MacMillan]

I think it's enough penalty that for that fast turnaround they sacrifice selection. I did work for one man who I never saw charge a rush fee, but did see him waive it "just for you" many times.

[Bob Carter]

Jim is correct and for the reaason that I suggested we don't charge either.

But,that doesn't mean we shouldn't

[Reynard]

I always feel like charging more at this time of year but never do.You just knuckle down and get on with it.Everyone gets busy at Christmas.

Sometimes the folk you do fast jobs for you never see again but quite often they become regular customers.I just don`t like the idea of me ripping someone off just because its busier than normal.

I do agree that if you can get away with charging more then do it.I just can`t do it... :rolleyes:

[Jim Miller]

Originally posted by Bob Carter:
...we don't charge either. But,that doesn't mean we shouldn't Aw, gee, Bob. I guess we all feel a bit guilty about letting our payroll-containment policy slip during the holidays. But what the heck. Our back room folks appreciate the overtime, which is optional & usually taken when offered.

Here's another view: So long as we operate with a generous profit, I think it's reasonable to consider the $180 worth of rush charges I didn't charge as advertising money well spent.

I'm just an old softie, but it's a barrel of fun.

[tnframer408]

Every year this topic rears its pretty little head.

every year, we keep the same customers who, routinely, return three-five days before Christmas wanting a shadowbox or other complex --like three fillets and five mats--type job.

And yes, we'll charge a RUSH price which will be based on our overtime wage rates--usually an extra $50 to $100 depending upon complexity of the job.

And notice I said we have the same customers: we have NEVER scared anyone off with these charges. Unless I'm nuts--and I may be--people who procrastinate (1) can afford to do so (2) are used to being pampered for a price (3) expect excellent quality and service for their dollar and/or (4) just don't care how inconveneien it is as long as it's done properly

All that said, I cannot believe anyone would not charge additional labor charges if you're going to be paying overtime either to yourself or to an employee

[UzZx32QU]

I must be going deaf,

You better believe I charge a rush charge. I've worked very hard the last few weeks. I maintain a one week service standard, the rest of the year I will do orders on a case by case bases on a 4 day delivery standard. 24 - 72 is .25 per UI + $10.00. 24 hour service is .50 per UI + $10.00. Stop what I'm doing and do your order now and complete in same-day is $2.00 per UI +10.00. All rush charges includes my on time or it's free guarantee. I get no resistance, most are pleased that I will get the job to them when no one else will. Their option is to wait a reasonable time a week, WOW and pay standard rate.

This last week I charged a 72hr rush on all orders wanted for Christmas from Wednesday on, starting tomorrow it's a 24hr rush. On Tuesday it will be a same day charge. I'm closed on the 24th (always).

I put all rush order on top of the to-do list and work every night till they are done. Why should I not be compensated for extra effort. I pay real wages to my employee and time and a half over 40hours.

Now, will my customer remember me for charging them a little extra or that I was the one that got the job done when time was short and NOBODY would help them.


If you don't charge for it, your client won't appreciate it.

framer

[ 12-19-2003, 08:59 PM: Message edited by: framer tg: ]