Design time spent w/customer

[TADPORTER]

How much time, on average, do you or someone on your staff spend with each custom framing customer, per piece, in the design process?

[Jim Miller]

Good poll question, Michael. We've wrestled with the design time issue for years.

Time is money. When the design is complete and the deposit is collected, we say "Thanks for your order" and move on. The weather can be discussed another day.

Still, "tableside manner" is no small matter. I consider design time to be an investment. If extra time is productive time -- that is, toward larger and/or more frequent orders -- then it's time well spent. The orders are better, and customer confidence is much improved, if they are comfortable with their choices and the people they're paying. Good food servers know this, too.

What's important, no matter whether design time is short or long, is that the orders are profitable.

[B. Newman]

We probably spend waaaay too much time with each customer, but it's that "relationship thing". Because we're so far out, when customers drive out to the farm, they feel like they've made a "trip" and so they want to see everything new we're working on. As for the antiques side of the business, there's always something interesting, and usually with a "story". The framing customers want to know all the stories just like the antiques customers.

We make friends. And as anyone knows, we'd all much rather buy from a friend, than just a "business".

Betty

(Dag-gum typos!)

[ 05-01-2003, 04:36 PM: Message edited by: B. Newman ]

[HannaFate]

Giving an average is difficult. There are some regulars who take five minutes or less. Then there will be the new person with a small order who wants to look at every possible combination.

I am patient with these people, after all, they are forming their opinion of me. I want their opinion to be that I take care with every order, and that I am friendly and easy to work with. So I consider the time spent to be advertizing, as well as taking an order.

[JFeig]

The real question in my mind is how to spend less time with "SHOPPERS" Those people who do not intend to buy anything yet play a game with your time.

Friday, one of my people was at the counter when I was out. She spent over an hour looking at different frames and concepts. She finally said that she would take the 2 mats and did not need any frames since she did her own framing. WHAT HUTSPA!!!

[Framerguy]

The time spent with any customer has to be spent well. I give 100% of my attention to each customer who has a framing project. If there are more than one in my gallery at a time, I greet the others, try to make them comfortable while I wait on the current customer, and then I try to encourage them to ask any questions as they feel need to be answered before I wait on them. If I try to split my time between more than one customer at a time, I feel that I don't do a proper job with any of them. And, if they can't wait, I encourage them to return later when I can devote my complete time to their needs. I have had only one customer leave with a negative attitude about this policy that I can remember.

I liken this situation to waiting your turn in most any retail outlet.

Framerguy

[JFeig]

Today the "customer" cancelled the order and wants her money back.


I am sorry, the mats have already been cut!

[TADPORTER]

Originally posted by JFeig:
Today the "customer" cancelled the order and wants her money back.I have had an unusual amount of those lately... approached 50% of total jobs last week. I simply can not figure out whats up.
---
Mike

[MerpsMom]

Then for sure, something is up. I got my second "mindchange" yesterday. The first one was twelve years ago. Thankful for that.

We spend more time than perhaps we should with clients, but we deal with folks on a very personal basis and by appointment. Some need coddling, some want in and out, some want reassurance. The designers run the gamut, but we make a lot of money from them. Heck, if I'm cranky or in a hurry, I can move it along without letting them know. But I think it pays to give a little extra time and thus tie them to you.

[HannaFate]

That doesn't take into account "marathon" orders. Each item may only take a few minutes, but the customer brings in so many at once, you have to break for lunch in the middle of taking the order.