Revealing Crappy Framing to Customer

[HB]

I was wondering if anyone would share what they think is the best approach to discussing a customer's inferior framing (done previously elsewhere - at a non-grumbler location I would expect!), especially when they bring it in for repair & wonder why the repair costs sooo much - and all your stuff on the wall too!!!!

[Rick Granick]

If it's one of those "Just..." jobs that use up a lot of time you would never be paid for, I would decline the job and respectfully explain why. No need to be embarrassed about charging appropriately for shop time. Her car mechanic does so without blinking an eye. As for previous inferior work, suggest what improvements you would make and why, but do it in a positive way without appearing to bash the previous framer. Show what a knowledgeable professional you are. If that's not what they are in the market for, they can keep searching.
:kaffeetrinker_2: Rick

[Bob Doyle]

Open the old frame in front of them. Usually I'll gasp or mutter and shake my head when I see the masking tape! Then they look and go "oh my....."

Nothing punctuates your point like being able to point at the knothole burn on the back of the photo that lines up with the pine plank used to back the job!

[Baer Charlton]

this is also one of the few times you get to use to great affect that low long whistle that is usually only restricted to shyster auto mechanics, plumbers in the middle of the night, dentists, and highway robbe. . . er . . . IRS agents. :D

[Bill Henry-]

You’ve got to tread lightly, I think. You never know if the framing was done by a brother-in-law.

As you’re exposing the inferior workmanship, throw in phrases like “common practices” or “today’s standards” while pointing out the duct tape and corrugated cardboard and explaining why they’ll burn and degrade the art.

But, don’t sound too pompous or judgmental; no one likes a know-it-all. “Holy ####!” or, “I don’t believe they did this!” are probably exclamations that shouldn’t be used too frequently. ;)

[Dave]

I agree with Bill. Simply because I'm humbled by redoing work our shop did in the 50's where corrugated cardboard backs were common and later when acid free paper mats were considered good 'nuff for most work.

I explain, whether it was our work or another framer's, that there is much better knowledge now about proper preservation techniques and these elements of the frame package should be replaced.

When I see masking tape or scotch tape hinges and other abominations (thankfully haven't run across any of my grandfather's work with such), I explain without bad mouthing that these never should have been used and need to be replaced.

Bashing another framer never makes the customer feel better about you.

Educating them does.

[Jerry Ervin]

Here is something I learned from Zig Zigler.

You never ever want a potential customer to feel bad about a previous purchase. If they do, they may just be more reluctant to make a purchase now.

It really doesn't matter how much they paid for it, where they bought it, how long ago it was, how good or how bad it is, you need to make the sale right here and right now. Today.

If it is something of value, you sale them on why they can and should let you repair/replace the bad with your good.

[Pat Kotnour]

I find that many pictures, which were done years ago, will have workmanship way below the standards of todays industry. It is a good sign of how far we have come, but can sometimes get in the way when working with a customer who doesn't understand why the cost is so much higher than it was the first time. I would just try to explain it to them and if they don't leave the picture because of it.....so be it.

[Baer Charlton]

My favorite explaination about the corrigated and paper mats as well as the masking tape backwards roll float mount....

We also used to die of "consumption" and "ague", my mother's surgeon was opened up, sewn up and told to go home and get things in order, but now he and she would have a much better fighting chance.

We used to build houses with no insulation, just keep the coal flowing into the furnace.

Ford/GM/Crysler engines used to throw up and die at or around 80,000 miles... now they are getting 250,000 and still going strong.

Things change, and now we have a better grasp on how to preserve this cherished picture to last much longer.

[Jack Cee]

It is not necessary to bad-mouth anyone at any time. You may not agree with what was done but keep your response polite and civil. My favorite phrase is "We don't do it that way because a lot of progress has been made in the field of framing that will allow your art work to survive longer than this one did"!

Jack Cee

[Candy]

I so totally agree about what was and what is. I had someone tell me about how bad another framer in town was, well, it turned out it was about something that was nearly 20 years old.....and it was common practice at that time.

How old is the piece?

[Rick Granick]

I like to say that not only will the art look better but, "...It'll be so much happier in its new environment...".
:popc: Rick

[mik]

I don't tell my customers their framing job is bad....I don't know who framed it, when it was framed or even if the job was all the customer could afford at the time. I'm not going to offend them.... I listen to what they want and if they want to use the same ("ugly", imo) frame, so be it. The finished product will look absolutely beautiful!

[gemsmom]

I wouldn't discuss the "inferior framing".

I have had people wonder why a repair "costs so much". I would tell them that repairs are based on an hourly rate and taking the item apart, fixing the problem, and putting it back together often takes more time than doing something from scratch.

[Baer Charlton]

Rick, is that because with the NEW mats, they are designed to "breath" because the paper art is "alive" and maybe it might smile. :D

[HB]

...

How old is the piece?



Actually, a customer came in with a bunch of jerseys framed very recently that he had purchases from a mass distributor and paid about 1/2 what I charge. The matts were regular cheapies, cut poorly, sagging, the jersey was crooked, frame corners opening up, ...I could go on.

I usually respond that our prices are higher because our customers demand a higher quality standard of workmanship, better materials etc, & I'll point those out if you wish!