big box fix-its

[TRACY ART & FRAME]

Have you noticed an increase of the number of re-dos from the big box guys. I her talk about there quality improving, but I just don't see it.

I just finised un-mounting an out of prodution wine poster that had a 3" wide line of bubles running the entire length of the poster. I guess that some people do need to read all that basic mounting dribble in PFM.

The other day I was in a J*-**n ect with my wife. I stoped over by there framing dept. to see what lines they were carring. To my suprise there was someone in the department and a client trying to place an order. It took all my strenght and not to go over and and help. The poor girl behind the counter was absolutly clueless. but I kept telling my self that they got what they deseved.

------------------
Diver Dave

[LBFOOTE]

Diver Dave,
Don't you carry your business cards with you where ever you go? You could have saved that customer from possible disaster and made a friend for life by simply handing that customer your business card.

The customers who bring framing jobs to us that were done poorly at "blankety-blank" become our BEST customers. We have had the good fortune to have several people come to us when they had been dissatisfied with their frame jobs and/or service at a competing frame shop. I have actually made lists of all the "mistakes" that were found as we opened and examined the framed pieces. (I found no less than 12 in one piece!) When we remount and frame these pieces to the customers' satisfaction, they become OUR repeat customers. And, do they love to tell all their friends, family, and neighbors about the superior service and workmanship they get in our shop! It's more effective advertising than direct mail.

Linda



[This message has been edited by LBFOOTE (edited August 17, 2001).]

[Janet L]

Had a retired woman in yesterday that claims she and her husband have just moved back to the States after being in another country for 22 years. Had about 13 posters rolled together in plastic and had the audacity to ask me to assist her in picking out matting and mouldings and allowing her to write down all the info so that her husband could then take the notes to Michael's and get them framed or try to do them by himself. She also told me that she could not make any final decisions as her husband would not allow that. Honest! This woman was for real! Can't blame it on her age as I have many retired customers that do have a "clue". Can't blame it on the fact that she's lived out of the states for all these years as she WAS familiar with Michael's. I clued her in without losing my cool and invited her to bring her husband in and allow me to educate him also. I'm glad there are Michael's stores for folks like these!

[Audrey Levins]

Janet!

I have to know exactly WHAT you told that customer.... http://www.thegrumble.com/framer/ubbs/wink.gif Please, I must know. I would've been so offended I would've shouted expletives at her and then thrown her out of the store. *chuckle* It would've been one thing if she went to Michael's after she found out your price, but the fact that she knows enough about design to realize that she's better off at your shop than at Michael's, and STILL intends to go there, just makes me see red. And she's not even my customer. *grin*

Actually, I'd like to think that I'd have said, "Oh, sure! I charge $60 an hour for my design time; where would you like to start?"

Or you could've just called Charles from his cave.
http://www.thegrumble.com/framer/ubbs/biggrin.gif

------------------
I don't care what color your sofa is.

[vilgal]

You're lucky she let you know what she was up to before you spend the hours with her picking everything out only to find out after the fact.

[obwankanob]

have ya ever gotten down to the last spoonful of ya tomato soup and theres a little black curly hair in it, im sorry its gross but its my only description for those kind of people,whew!!!!!!!

[Janet L]

Audrey,

The customer I described is a retired school teacher. But, I have to tell you that I have alot of teachers (male and female) that I consider to be among my best customers.

As soon as the "shopper" told me what she was up to, I informed her of my hourly rate and invited her to make an appointment (for her husband) to come in and work with me on the color and moulding choices. I stayed very calm, cool and collected but wanted to choke her for being so uninformed this day and age! (Framer's rage....maybe that's a whole new thread).

[Kit aka emrr]

Wow,Janet! What a classy response! It's the sort of thing I only think of later and wish I had said. Good for you. Kit

------------------
Time flies like an arrow; fruit flies like a banana

[CharlesL]

Janet did good. I got mad when she told me about it. As soon as the woman told me she was taking them to Michaels, and wanted ME to pick out her mats, mouldings and give her the numbers, I would've given HER a number. Can you guess which one, boys and girls??

Really, though, I would have just said that if she wanted ME to frame them, I'd be glad to help her, but if she planned to go somewhere else, I didn't have time to help her. And...if I had helped her pick anything out, and she wanted the numbers, say, to take home and 'think about' (yeah) I would have made up numbers or given her numbers for something different.

Then I would have cut her tires, poured sugar in her gas tank...ARGHH!!!!

[AnneL]

Sounds like it was a good thing Janet handled this one. Giving false numbers would have been good, would like to watch the people at Michels try to make sense of that. What about using a line of frame moulding you know they don't stock and can't match? http://www.thegrumble.com/framer/ubbs/wink.gif

------------------
Anne LeBouton

[Janet L]

AnneL,
I knew she wasn't gonna get any numbers from me unless she agreed to pay my hourly rate (since she had already informed me of her PLAN). Also, I never give anyone a quote with matting and moulding numbers on it. I keep that info in my quote file.

Now all of you can understand why my (color blind) husband is not allowed to work the design counter!

Growing up in a 3rd generation men's clothing business, my daddy taught me alot about people and the retail trade. Two things always stand out in my mind:

1. No one wants to do business with a business that isn't doing much business! That translates into: No matter how slow things are in your shop, if anyone asks you, you are always busy!

2. Kill 'em (the customers) with kindness!