Crowd Control Suggestions

[framechick]

I work alone. Our showroom is set up with two obvious design stations, as well as a flat file I can use as a third in a pinch. This Saturday I had five people at once. The atmosphere got a little tense as the first of these people, who had originally been third was loudly demanding my undivided attention.

At another place I worked we handed out coupons for free coffee at the deli a few doors down. I don't have a deli a few doors down anymore. I'm in a plaza with two large furniture stores.

How do you all handle stacked up customers?

 

[Susan May]

One at a time, and with a big smile!

Actually, I have found that if you acknowledge the other customers by telling them that you will be with them in a few minutes, they are usually ok to wait. If you want, you can even ask them if they would like to set up an appointment, so they know they will get undivided attention. I have even asked a few people "Would you like me to put your artwork in the back so it wont get harmed while you wait?", they sometimes will give you their artwork, and name, and then come back later.

When you start with any customer that had to wait, it is always nice to thank them for their patience. (Whether or not they showed any.)

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Sue May
"I'd give my right arm to be ambidextrous!"

 

[wpfay]

Giving the customer that may be waiting a fair estimate of the time it may take often diffuses the situation. It allows you to proceed helping the customer with whom you are currently working without feeling rushed, and gives the other customer the sense that their time with you is important as well.
My business is in a stand alone building, so there is nowhere to send them for coffee.
Most people are fairly agreeable, some aren't, and those that aren't are welcome to try the frame shop down the street.

 

[RonEggers]

I also work alone and have often suspected that crowds attract more crowds. I tried sending them to the bakery next store (my treat) but the people there were so rude that I discovered most folks would rather wait in my shop. I try to have things here to amuse them (magazines, print bins, a large friendly dog.) Many of my regulars like to leave a project with a few guidelines for me to work up some ideas and then come back in a few days to look. I love that! I'll also make off-hours appointments and occassional evening house-calls.I once had a customer that waited patiently for some time. When it was his turn I discovered that the reason he was leaning on a large cabinet of corner samples was because the cabinet was coming loose from the wall and he was preventing it from falling down. He didn't want to interrupt me! Needless to say, he got some very special service and a fat discount. I think that was the same day a customer tapped me on the shoulder to tell me that my dog had just thrown up in the back room.

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Ron Eggers, CPF
The Total Picture
Appleton, WI
http://www.total-picture.com
roneggers@hotmail.com