Best Practices

[Kirstie]

I am writing a best practices outline for my custom framers. This will include information from start to finish, from reading the POS order to checking of the finished job.

I am starting this outline tonight, and it will be a growing document, amended as my managers and staff contribute. OTOH, it needs to be concise enough that it will actually be read.

This guide will not include design, just execution. Has anyone else with a staff written such a guide for thier framers? Any ideas would be welcome.

 

[Rick Granick]

I did it about 7 years ago, and I called it the Quality Checklist. I was motivated to do it because of an attitude adjustment needed by the employee I had at the time, but I tried to make it generic and not specifically targeted at him. I found it a valuable exercise to actually run through mentally all the details to which we must attend. PM me if you want a look at it. I guess I would say that there's a fine line between attention to detail and micromanagement.
Rick
Also, if you've ever taken any of Marc Bluestone's business classes, a review of those notes would be valuable.

 

[Baer Charlton]

In flying, you get to the run-up area and you perform a check list called C.I.G.A.R. Controls, Ignition (sounds stupid but you switch off and on each ignition so you know that both are working), Gas, Altitude, Radio . . ."Ground control Turbo Centurian 2251 Romeo, at run-up."

The ground control knows that they are the last thing on your list and direct you accordingly.

It's a good habit to visualize from the art out all the way through to the wire what you are doing.

Art = mount?
Mat/s = Fillet? Inner? mid? Top? Fabric? Fancy cuts if so design drawn out?
Spacers?
Frame/s = fillet? liner? inner? spacers? Outer? Refinish?
Glazing = amazingly the most overlooked and written up. Forgetting to charge for the Museum you just worked hard at selling can be very costly to end up giving away.
Hanger = Z-bar? Wire? Stirrups?
Deliver & Hang?
Pick up next order?

 

[Bob Carter]

Hey Kirstie-We do tend to put a tremendous effort into "after the sale" logistical practices

I have always thought that most framers ought to reverse that thinking and put equal (or more) effort into "before the sale", "during the sale" and "closing the sale"

We shop many stores and, unfortunately, we, as a group, are pretty lousy salespeople

Once we get the sale is a snap, getting the sale is a different issue

 

[Kirstie]

Hey Kirstie-We do tend to put a tremendous effort into "after the sale" logistical practices

I have always thought that most framers ought to reverse that thinking and put equal (or more) effort into "before the sale", "during the sale" and "closing the sale"

We shop many stores and, unfortunately, we, as a group, are pretty lousy salespeople

Once we get the sale is a snap, getting the sale is a different issue

You're right Bob. Most shops do spend more time as expert craftsmen, at least that's what I see on the Grumble, and I admire that expertise.

I personally spend more time on marketing than anything else, but I need to step it up and have another sales meeting to make sure we are all on the same page. Currently we are looking at the other end, the production of the product, looking at areas to improve.

 

[Bob Carter]

Hi Kirstie-Knowing you, i am quite confident that you wil have a comprehensive approach tp your operation

Most of us are pretty lousy salespeople

But, if asked, also quite confident that most would disagree with their personal assessment, but heartedly agree about everyone else. Hence, a need for a mirror

 

[Jay H]

Hey Bob, I'd like some examples of what you have noted. I'm a horrible salesman. I know it and don't care. I don't upsell, I don't "educate" customer, I don't give them many choices. I design the piece and frame it as I believe it should. I'm not touting this as some sort of best practice. It's just what I do. What I'm a master at is gab. It's not unusual to have people chat about their families or cars or photography more than they do about the piece the brought in. As far as I'm concerned this is sales. But I'm just curious what problems have you noticed? I hope you don't mind this question Kirstie?

 

[Baer Charlton]

"Gab" is nice, but can you charge for that time? Is this time the customer can afford too?
When you write down "get the customer in, designed, and out in the least wasted time", it may sound harsh. But it's what is needed.

Talking during the design time about Johnny smacking that triple home run on clean-up, can lead to a "gee, I hope you got a great picture of that, along with the game ball?"..... IE: the next frame job that they may never have thought of. But if you find that you have been leaning on the design counter for the last 10 minutes.... that is burning shop time.

I know this as fact... It's my biggest down fall and requires a constant tending.

As a one-man shop, you can just work a little overtime to get the work made-up. You may even be successful at it. But if you're successful at it, you may end up taking on an employee or six. Now when they start emulating your habit, how will you censor them?

A magician calls it "patter", it's the dialog that keeps the misdirection going, but also keeps the tempo of the trick.
Stand next to a craps table that is dead and listen to the stick mans talk.. nada. Now go stand next to a full crammed hot table...... that guy never stops talking: "baby needs new shoes = twos, farmer in the field = hot field, etc" and if you listen the guy who sounds more like an auctioneer.... he's talking about the car not working, his dog running amoke, the girl who dumped him........ it's really funny... and when you start chuckling, and your in his line of sight but even 10' back.... he'll look up and acknowledge you with a little smirk and wink. And you just got confirmation that he was 100% "on the job".... not only the table, but who was around and acting how.

Education, how ever slight, can be a very powerful tool in sales. It conveys to the customer that you are competent, and experienced and they become more comfortable in following your lead. It can be as innocuous as looking at a religious icon-ish picture and grabbing that 3" ridge scooped high back deeply aged gold honker saying "This seems to call out for an early Renaisance frame . . . we could even print transfer that poster to canvas with a protective film bonding on the front that would give it that 'painting' look and frame it without glass or mats."

Much more powerfull than "This big expensive goldish frame has that old timey look to it."

The faster the customer feels comfortable about your designing, the faster you can ask for that sale and close the deal. Then if they want to linger and gab, it's on your time..... but you just got paid.

 

[Bob Carter]

Hey Jay-Maybe I need to clarify good salesmanship; it's not selling stuff to folks that don't want what your selling. Nor is it educating your client, but is listening an dfinding out what the heck it is they really want

Often when we go in and do our shopping, I hear way too much of framers trying to impress their client with their on knowledge. I often hear a lot of "why we are so expensive" stuff. Bottom line: little empathy and certainly not much entertainment

We have all seen horrible salespeople; sometimes we see great ones. Just not often in our trade.

I do not want to be "sold" anything, but i want an informed person that can help me make a great decision

I marvel at great salespeople

Can I share a couple of fun things we do (and rest assured someone will suggest that it is stupid)? Whn selecting mats-after small converstion attempting to get a feel for color, we think it important to show a dbl mat combination in 15 seconds or less. If you can pick two colors that "might" work quickly, find another job. But, the key is to align the mats with the colors facing you with whatever reveal you wish. Don't show the colors until you are ready. As soon as you put them down, don't look at the colors, look at their eyes. It doesn't make ny difference if you like it, it's not hanging in your house, but you do want to "read" their impression. Remember, this stuff is intimidating to most and thjey may not be comfortable verbalizing, but body language is huge. Most folks are incredibly descrptive with their eyes; it's why poker players wear glasses and hats

Then the process of refinement begins (and good salesmanship). You engage them and get feedback through reaction. We may also put an opposite complimentary dbl mat to see which one is more favorable. I think Jay Goltz suggest that the entire process should take less than 15 minutes; that might be a little long. Make no mistake we all get the terminally indesicive and they can bust that average, but good salesmanship can cut that down immeasureably for the other 98%. Asking meaningful question where the answer can not be "yes" or "no" is wise

Another thing we do is to make it fun

We often get requests like "can you get it quicker" or things slightly different. A typical answer might be "sure, if you get something from Dairy Queen" or stuff like that. It's a joking quid pro quo involving them in the law of reprocisity: I do something for you, you do somehing for me. We are kidding, but they smile and understand that they are, in fact, getting something extra. We also use Krispy Kremes and you wouldn't believe how often people do get goodies for us. One day during the holidays we get 5 dz Krispy Kreme and 4 Dilly Bars. Everyone of them was having as much fun as we were

The key is to make "buying" something enjoyable and Jay, I'll bet you are a much better salesman than you think. When it comes naturally, it's really not "selling"

On a more "typical" analogy, every guy out there when dating is actually "selling" himself. Think in terms like that

 

[Jay H]

Thanks Bob. I have no c&c nor do I think it's stupid.

Gab is a tool I use for indecisiveness. When they start debating 2 or 3 designs that are equally appropriate I may ask, "where did you get this again?" In a snap their attention is back to something else instead of over analyzing this piece. Right in the middle of their story I may interrupt with, "we both like this one, I think it will work don't you?" "I think so..." they say and finish their story while I'm ringing it up.

Only at peak times am I looking to get somebody out of the shop. I don't understand the 15 minute thing. Well I would if time the clock and checking account were ticking. I guess this is one of the luxuries of running a micro-shop. On a typical week I might frame 20 - 25 hours a week. It doesn't bother me one bit to design and chat it up with a customer for 30 minutes instead of balancing the checkbook or taking out the trash.

Thanks again Bob and Kirstie for indulging me.

 

[Kirstie]

My sales philosophy is changing as the shop (and I) mature. My general mindset is now to help the customer save money along with good design. I always include the lower priced option along with something gorgeous if appropriate. Being "on thier side" brings them back.

Today, for instance, I interrupted an estimate by one of my framers because he was showing a #12 Nielsen frame, when the poster special black was almost identical and half the price. I pointed this out to the customer. She might want to sacrifice the slight design change for a big savings. She chose the savings and I felt great about that because she will be a repeat customer. I also signed her up for the newsletter and she was happy about those potential savings as well.

Bob, I also like the two mat idea and will start to suggest that to my designers. I often put down an 8 ply, an upgrade that I particularly like. When they see the 4 ply in contrast, they fall in love with the 8ply. It's a better look at a slightly higher price but the payoff is a customer who has ordered something special and is happy about it.

And, I really believe in UV protection, so I sell it with almost every job. To me it is a necessity, not an upgrade. The customer mention above chose CC glass with her poster special, a $10. upgrade, "a la Bob" which she took because I told her my story. I have carelessly lost too many of my own photos to light damage over the years. We get so busy we sometimes neglect what is happening in front of our eyes at home. I tell the customers my own stories and they understand because I am telling the truth.

In this economy design is a balancing act and I am more mindful than ever of the customer's budget and needs--and wants!

Regarding gab: I can out gab most gabbers but I am mindful of time and usually keep it short and to the point. Compliment the art, ask where it came from, where it will hang, then get to work on the design.

 

[Kirstie]

Hi Kirstie-Knowing you, i am quite confident that you wil have a comprehensive approach tp your operation

Most of us are pretty lousy salespeople

But, if asked, also quite confident that most would disagree with their personal assessment, but heartedly agree about everyone else. Hence, a need for a mirror

I'm in the mood for the mirror.

 

[Kirstie]

Education, how ever slight, can be a very powerful tool in sales. It conveys to the customer that you are competent, and experienced and they become more comfortable in following your lead. It can be as innocuous as looking at a religious icon-ish picture and grabbing that 3" ridge scooped high back deeply aged gold honker saying "This seems to call out for an early Renaisance frame . . . we could even print transfer that poster to canvas with a protective film bonding on the front that would give it that 'painting' look and frame it without glass or mats."

Much more powerfull than "This big expensive goldish frame has that old timey look to it."

This is where education of the framer comes in. I had a designer who could do this extremely well. Her average ticket was the highest in the shop last year. Alas, she is working elsewhere. However, any attempt at this is much better than your latter quote. Customer education can be huge, and if done well is appreciated by the customer.

Back to best practices....has anyone else besides Rick written it all down? I'm now on page three and it needs a lot of work. The PPFA practice CPF exam primer is also a good place to gather ideas.

 

[Bob Carter]

Hey Jay-I appreciate that not every sale is 15 minutes or less and often times we go waaay over, too. But, on the majority we get it done a little more efficiently. Imagine those times when you went to a store to buy something and it droned on forever and how much you hated it

The key is to respect their time an dkeep them involved-in essence, good salesmanship

But, may I suggest that you need to enjoy "selling" to be good at it. Another of my observations is that too many framers just can't wait to get back into the shop area-their inner sanctum. Gift of gab? Yes, I guess so, but sometimes you just need to enjoy that interpersonal contact

May i share another story?

2008 WCAF Kirstie emailed me asking for a few minutes of my time to ask an opinion. I suggested that we might share breakfast. debi and i joined Kirstie and Jeff. Kirstie and I did most of the talking and about 1 1/2 hrs went by like it was a flash. Jeff and Debi joined but on a much smaller scale

Who do you think the more effective salespeople are in this quartet?

Gift of gab? Perhaps. Enjoyment of that interpersonal contact? In spades

 

[Kirstie]

That was the year that Debi's hand was bandaged after her serious framing accident. Tell her I hope her hand is completely recovered and I hope to see her out of pain at our next get together.

I remember that breakfast quite well. Time flew by so fast that I completely missed a class. This was time well spent.

 

[Bob Carter]

Kirstie-Debi's fingers can be called a minor miracle. She is virtually pain free (except that nagging low grade pain called her husband) and uses all of them with great dexterity. Not sure we will explore a "cosmetic" follow up. I explained to the Doc that we were from West Texas and it was imperative that she be able to do "Hook 'em Horns". He understood perfectly and used that as his rallying point to do his "Best Practices" work. We will be paying for this for years to come, but can think of no more worthy expense. At our visit, she had just undergone a bone graft surgery two weeks earlier. It was amazing that she kept her wonderful attitude for the entire visit. i asked a lot of her and it was the reason why i took a year off educating and traveling

We, too, thoroughly enjoyed our visit. I'll talk "biz" with anyone and really enjoy those discussions with folks that have great stories to share. As i said, we thoroughly enjoyed our visit. We had a meeting with Steve McKenzie or would have stayed longer. If I remember, right after our meeting we met up with you in the larson booth for a little more "Bob on Bidness" practical exercise

Back to the thread

Salesmanship needs to be put on an equal footing with craftsmanship

 

[Kirstie]

Kirstie-Debi's fingers can be called a minor miracle. She is virtually pain free (except that nagging low grade pain called her husband) and uses all of them with great dexterity. Not sure we will explore a "cosmetic" follow up. I explained to the Doc that we were from West Texas and it was imperative that she be able to do "Hook 'em Horns". He understood perfectly and used that as his rallying point to do his "Best Practices" work. We will be paying for this for years to come, but can think of no more worthy expense. At our visit, she had just undergone a bone graft surgery two weeks earlier. It was amazing that she kept her wonderful attitude for the entire visit. i asked a lot of her and it was the reason why i took a year off educating and traveling

We, too, thoroughly enjoyed our visit. I'll talk "biz" with anyone and really enjoy those discussions with folks that have great stories to share. As i said, we thoroughly enjoyed our visit. We had a meeting with Steve McKenzie or would have stayed longer. If I remember, right after our meeting we met up with you in the larson booth for a little more "Bob on Bidness" practical exercise

Back to the thread

Salesmanship needs to be put on an equal footing with craftsmanship

I'm really glad Debi is better. Give her our best.

OK, back to "Best practices." I keep trying to drag this tread back to the topic! Has anyone else written it all down?

 

[Jim Miller]

I helped a production framing company write a training manual. They have a staff of framers doing specifically limited tasks, and wanted to cross-train them.

Their manual contains a lot of illustrated instructions, cut-away and profile drawings, and photographs of how-to and how-not-to. If I were writing such a manual for my own employees, it would be quite similar. A picture is worth a thousand words.