Deal killer?

[Rozmataz]

How do you handle this:

When a customer comes in to have something framed that they love and they are willing to spend some money on the frame package, etc but the print (output) is from a home printer?

Do you just frame it as is?

Do you advise that there may be some loss of quality over time since it may not be archival inks?

Do you recommend that they get a photographic output which will be stable for many years to come?

Or something completely different than the above?

I would hate to have something framed and then 2, 5, 7 years down the road have a faded print that - if given the advice, I could have had done once and done right. I usually give this advice, and have had customers take it, have a print made and bring it back for framing. And when talking to someone last night at a business networking meeting, my husband overheard this exchange and thought I had "killed a deal". I think she was grateful for the info and will get a photographic print and bring it to me for framing.

We shall see!! Meantime, appreciate your input and experiences on this same line?

Roz

 

[wpfay]

We usually inform the customer of their options...like getting a Velox of a newspaper article rather than frame the newsprint. Some take up the offer, others don't...really doesn't affect the framing aspect.
I can see the point when sending someone out of your door with object in hand...There is a distinct possiblity that the momentum will be lost or change direction. Perhaps after establishing relations with someone that does good copy work you could offer to have the service done for them for a small fee.

 

[j Paul]

Just a thought Roz, but maybe you could go ahead and complete the order and deposit, telling customer you have to order materials anyway. Have them in the meantime get a photo quality print and bring back. Do not cut anything incase the size of the image changes. At least the deal is closed that way and not as likely for customer to begin having second thoughts.

 

[Elaine]

Roz,

I do what you mentioned all the time - have never had the person not come back if they choose to get a better quality print made. They appreciate the information and the option. I also have a gentleman that I refer them to - I hand them my card and put his name & phone number on the back.

Have not seen it be a "deal killer" - yet!

my 2 cents!

Elaine

p.s. please send me one of your brochures or have Greg drop one off next time he's in town; one of Greg's customers mentioned what a nice brochure you have, and I would like to see it.

 

[DTWDSM]

It really depends on what it is. If they want it framed I am not going to send them out of the store because I thought what they had was not suitable for framing.

Now that being said, if there was a better form of output that would preserve whatever it is better, I may give them options.

My personal opinion here....Too many times we may "break the deal" because of our personal opinions as to what is the right thing to do.

 

[BILL WARD]

We make a point of telling them about 'ink-fade'(that's the easy part)when created on a "home" system. And as we are in a BRITE state, I sell nothing but UV glass, so I also "try" to remember to write on the W/O that print inks will crap out over time, etc bacause I do not wish to get into the "your glass allowed my hairloom to die" argument. Most appreciate the info(they had NO idea) and get them redone...see JPAUL's how to!!!

 

[BrianInOmaha]

This is the bottom line in our shop: I would rather have a repeat customer than a one time sale. The way you do that, IMO, is to build a relationship of honesty and trust. I to have never had someone not return. When someone doesn't realize the options they have, that is where I come in. I don't mind if they don't take my advice, but I feel better knowing that they made an informed decision....I think they do to.

 

[DVieau2]

How do you know that the print made from a home printer is not archival? I can't tell at a glance what kind of ink was used on an inkjet print. Epson and HP both make home printers that use long lasting inks.

I would engage the customer in a conversation about why they love the photo. That may give you a signal about the kind of advice to pass on. The same advice could be helpful or could diminish the joy the customer has for the art.

Doug

 

[TheDoctah]

I would casually engage the customer in a conversation about the print, what sort of printer they used, the paper and inks, etc. Usually it doesn't take but a sentence or two to distinguish between someone that knows what they're doing and someone that just likes the "pretty picture" they printed. With the former, you don't need to do anything. With the latter, helping them make an informed decision about what to frame ought to be expected. It won't be a deal killer unless you imply the customer has to make the same choice as you. As long as you are agnostic about their choice you should be all set, and as others have pointed out, will have gone a long way towards establishing both your expertise and trustworthiness.

 

[Rick Granick]

Very well stated.

Rick

 

[Marzipan1]

We have a similar sitution here--and the frame shop is in the middle of the fray. A few days ago, a customer brought in a photo to be re-matted so it could match her bathroom walls. The photographer had printed the shot on a home printer on thin typing paper. She then bought a mat and cheap metal frame (with scratched glass, no less)from Michael's, put the whole thing together with masking tape and charged the customer $50.

My question is: which one do I talk to and where do I start? Or--should I even try???
The photo is worth framing to the customer. The photographer is very happy with her profit margin. Neither one of them knows what kind of quality they are dealing with.

My response to the situation has been to "guide" the customer in a proper matting choice and (I'm going to lose money on this deal...)I will go ahead and try to frame this up so it will hold for as long as possible in a steamy room. When I saw the photographer, I tried to interest her in some matting and framing classes I'm going to present. My conscience is still twinging a little...can anyone suggest anything more we should/could have done?