Rush Charges

[Jim Miller]

Now that the crazy time is past, I have a question: How do you feel about rush charges?

Every year we get slammed in late December, and every year I vow that as soon as we reach the point where overtime costs are required to finish those last-minute orders, I'll start adding rush charges to compensate.

Trouble is, I chicken out too often. When I've imposed rush charges, the jobs have been complex, and customers have gladly paid them. I recall only one time when a customer walked away because of the rush charge.

If we charge more for last-minute orders, customers might think we're ripping them off just because we can. You know -- like gasoline prices go up on weekends. That could harm good customer relationships and cost us business later, couldn't it?

What are your thoughts on rush charges?

[JRB]

We do not charge rush charges on any thing we can do without going into overtime. I am usually in the shop seven days a week so, I do not work overtime. I work enough, If I can't get the job out to their specs. I decline the order.
On a side note, I had a lady in a few days ago. She gave us a thousand dollar order. She then went on to ask me if I would donate 31 frames with mats and glass and fitting to her childs elementry school class. Each child was doing a photograph and she thought it would be nice to have them framed. Since she gave me such a large order, I should donate the framing for free. I took her into our shop and showed her our backlog and explained we where swamped and just did not have the time to donate even one frame. She then sugested I hire more people so I could get her classroom project out, again, for free. I told her that will not happen. She did not cancel her order, she said she would give me some time to re-think the idea.
How is that for a good deal?
John http://www.thegrumble.com/framer/ubbs/smile.gif

[sumik]

I think I would rethink whether or not I'd even take a $1000 order from anyone with such nerve. They are the kind of customer who could turn around an bite you in the ...

[Kit aka emrr]

Eleven months of the year, we charge 10% for rush orders and a rush is defined as anything required before the due date specified on the order. Ten per cent isn't much but it compensates us for the inconvenience of pulling things out of order and messing up the system. Often, people decide that they aren't in that much of a hurry afterall. Starting on December 10th, there are only two due dates: 'before Christmas' and 'after Christmas'. We do not charge for rushes during this month. Because I would feel like a grinch, that's why. And I've spent the last three days doing nothing but cutting emergency mats and fitting them into ready made frames. Most people appreciate the effort, especially if they've been turned down by other shops. It makes them happy and, I hope, expands our customer base. Merry Christmas everybody. Kit

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Time flies like an arrow; fruit flies like a banana

[Kit aka emrr]

But then there was the lady who complained that the oak frame she chose for her order was too brown. TOO BROWN??? Kit

[Skoogdaddy CPF]

Jim, I think that EVERYONE should charge them, except me of course. I'm thankful for every order that comes in my shop, even when they have the nerve to all come in at once.

JRB, I'd encourage that lady to try using MY competition. I'd tell her that I heard someone say once that my main competitor makes such donations to schools all the time. GIVE 31 frames,glass & fitting away??? She basically said,assuming the photos are just a 5x7s, THAT : your 93 feet of moulding plus shipping,plus your time spent cutting 124 different rails, and assembeling 124 corners(and putty too I hope)... awe heck, you get the point. IT'S AN ALL DAY JOB WITH A LOSS TO BOTH PAYROLL AND INVENTORY!! I'd tell her to get BUCKED. In fact, I'd find it real hard to keep myself from kicking her square in her axe as she was exited my shop in utter disgust from my reaction.

[Jim Miller]

[QUOTE]Originally posted by Skoogdaddy CPF:
"I think that EVERYONE should charge them, except me of course..."

Yeah -- that's about how I feel, too. So, we should log your answer as a definite maybe?

"...IT'S AN ALL DAY JOB WITH A LOSS TO BOTH PAYROLL AND INVENTORY!! I'd tell her to get BUCKED. In fact, I'd find it real hard to keep myself from kicking her square in her axe as she was exited my shop in utter disgust from my reaction."

Good answer, Skoog...you smooth-talkin', silver-tongued devil, you.
http://www.thegrumble.com/framer/ubbs/tongue.gifarty:

[Greg Gomon]

Kit, I like your style and reasoning regarding a late charge.

[FramerDave]

Related to the subject, I once came very close to tacking on a stupidity charge. A customer was framing a graduation announcement with 3 windows. I took his deposit, gave him his receipt and due date, told him I'd call as soon as the order was ready. He stared at me dumbfounded and asked me why I couldn't do it right then while he waited. Just little details like ordering mats, cutting moulding, that sort of stuff. Sheesh.

[cody]

I like a stupidity charge!!!!! Like "do I have to leave my picture here?" Only if you want us to put it in the frame.

[sumik]

Yeah! Or like the lady that called at 2:00 Christmas Eve and wanted 7 identical frames for Christmas. http://www.thegrumble.com/framer/ubbs/rolleyes.gif

[Bogframe]

I do lots of frames for TV and movie productions, 85% of which are rushes. Do I charge extra for rush? Yes, and depending on the severity of the rush (my normal turnaround is 2 weeks)I charge anywhere from $50-$250

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Seth J. Bogdanove, CPF
21 years framing and still loving it

[Handy]

I like the idea of a stupidity charge!

or how about this one??:

the "you had to have it in a rush so we went the extra mile to get it done for you, then you didnt pick it up for 3 months and we had to call you 10 times" charge??

We also always plan to charge extra - but seldom do - just gutless I guess!!

Handy

[Orton]

Hi Jim

I have not added extra billing to accommodate rush job prices for a number of years now, although there are times when I would dearly love to.

It has been my experience that if "Rush" charges are part of my advertised price structure, there is a market segment who is quite willing to pay the premium, and will habitually bring in last-minute projects with next-to-impossible deadlines. Consequently the number of rush jobs slowly, but steadily increased. When I stopped advertising rush premiums, I freed myself from the responsibility of having to accept rush jobs, while simultaneously advertising that rush jobs were not part of my agenda.

I do not like working working under "rush" conditions - rush jobs generally invite a visit from Framer Murphy - and I do my utmost to discourage rush jobs. However, if there is no alternative, I will do my best to accommodate the client at my regular price schedule - I have framed on Sundays, and I have framed in the wee hours of the morning to accommodate.

In all fairness, to be able to put my reply into context, you need to know that I do not have a walk-in-off-the-street clientele with all of its vagaries and demands. I choose to work by appointment only, and I work with a well-established, professional clientele, who generally do not take advantage of me.

Orton