A Good-Sized Bawl :(

[MerpsMom]

I know it's been addressed before, but how much do you discount a buggered frame? I rookied a screwhole and popped a tiny piece off the front. Naturally, it was not an encrusted Tuscan but a wax finish copper flat guy from Omega. The frame had an expensive fillet fitted in, and I used Museum glass on this canvas giclee.

I did a good job of mitigating the scar, but gave them the option of new frame or discount. They took the discount and I know what I did on the latter, but wanted to know what percentage of the ticket or frame you would have subtracted, not that it matters now. The total ticket was $604, $409 of which was the frame.

I'm sad.

 

[Bill Henry-]

I usually redo the frame then discount the “buggered” one by 40% and put it in the “orphaned frame” section for resale.

In your case I would have discounted just the frame subtotal by 40% and not the entire package. The actual dollar amount would have been less than you discounted it, but the figure “40%” usually perks up the ears of customers so that it seems like a lot.

In any event, hopefully, you made a little money, anyway, even though it was not as much as you would have wished.

 

[MerpsMom]

Actually, what I did was split the invoice in two. And I'd forgotten that I'd used AR instead of Museum because the canvas was supposedly UV coated. Anyway you look at it, I goofed and they reaped.

Oh, well. Every once in awhile, even experts need a wake-up.

 

[Leslie S.]

It is occassions like this that make me think that a career as a bank teller has appeal.

As far as discounting goes, I usually do something like what Bill said. If the flaw is only minor, I will sometimes give the customer the choice of a new frame or a discount. The amount is usually determined by 1)how anxious I am NOT to do another one and 2)how much it will cost me to replace the moulding plus my time.

I feel your pain.

 

[DTWDSM]

Myself, I would have ordered a new frame and gave them a perfect one to begin with. More than likely whatever % you gave off was more than your cost to do a new frame. Remember you only needed 2 rails since your shorts could have been cut out of your longs.

Why let the customer know that you are not perfect? Tell the customer that the frame had some damage to it and you wanted it to be perfect so you ordered a new one, it will only be a delay of 2-3 days, 99.9% of customers will be fine with that.

 

[FramerRandy]

I agree with Tim on this one.
I have to admint to messing up a frame on occasion

When that rare event happens

I just bite the bullet and replace the frame.

 

[Baer Charlton]

Ditto Tim.

If you tell the customer that you have reordered a new frame because the first was "unacceptable", then they know that you are looking out in their best interest... and you look good...even though you buggered the frame....

 

[MerpsMom]

All good advice. I discovered the stupid blunder ten minutes before they arrived. Only thing is, I do chop so I'd have needed all four rails. I had to consider the fillet as well because when I install a fillet, it's there for life. So....new fillet. Then I used spacers which I again install for life.

I guess I'd rather have not redone the thing. Actually, I did make money on the deal. They were really happy with the deep discount, and said they couldn't see the flaw. sure...I absolutely hate imperfection! as I see it, anyway.

No matter: all your comments are fodder for the future. But then, I don't intend to have a future difficulty ever again.

I'll wish the same for all of you.

 

[JRB]

Tim is right, never put out a bad product, no matter what the price. There is an old adage that applies to our industry especially.

" The bitterness of poor quality is remembered long after the sweetness of low price is forgotten."

Those folks will always notice the small blemish in their frame. Sadly, they will always think of your shop when they see it.

John