Does anyone offer 100% Satisfaction Guarenteed?

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catnlinz

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Does anyone offer 100% satisfaction? Just wondering, my company offers it. Our customers are getting away with fantastic deals. If they don't like what they chose, they get to rechoose. They don't get charged for disassembly/reassembly or for much else. If they want to change the order of pictures in a multi opening, no problem, we'll do it for free. Any thoughts?
 
I can see if they are unhapy with the quality of workmanship that went into the frame, but I can not see if they have buyers remorse and have changed their mind.
 
Have to agree with Keep Framing. You may be taken advantage of. At least charge for the mat and openings.
 
We don't have the guarentee in writing, but we do stand behind our work. If there is a problem with the work, we fix it at our cost. However, if it is a matter of the customer changing their mind, we pull out the work order and "nicely" remind them that they chose it, and if they want it different, they will pay for the changes.

We are not responsible for bad taste.

This is a prime example of why you get a signiture on the work order. Cover your butt.

Sue
 
We tell them up front we guarantee the workmanship for life. ( mine ) We do not guarantee the design, period. Coming back and telling us we are the experts and we should have known better than to use the yellow and pink mat they insisted on having does not cut it. Every invoice is signed by the customer, no matter how small the project, before we start work. We also get at least a 50% deposit.
You should copy these responses and send them to the big boss for his/her review.
John
 
I'll change a mat ONCE PER CUSTOMER for free. Anybody can make a mistake and re-matting is a relatively inexpensive way to maintain good will. Usually they're more receptive the next time I gently suggest that hot pink may not be the best possible choice of mat color. Kit

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Time flies like an arrow; fruit flies like a banana
 
I've always had the phrase "Your satisfaction guaranteed" printed on the sticker on the back of each frame we do. I will only change mats or make adjustments when the mistake is ours. Otherwise if my customer is unhappy I'll refund their money and keep my frame and mats. In eleven years I have made just two refunds. Some folks just aren't satisfied if they think they can get something for nothing. Be strong. Charge for changes and the complaints will disappear.
 
I offer "satisfaction guaranteed" and I advertise that fact. So far this year I have changed 1 mat at no charge. I believe it is my job to help the customer with design and color and I find it keeps them from stressing about the choices while the item is in the shop. When the customer returns for pick up, they are in a positive "frame" of mind and love what they see. I take no deposits because I want them to see what they are getting before payment. As an aside, yesterday a customer brought back a diploma because the university had issued the first one with a wrong signature. I will refit the new one at no charge. What I lose in that exchange I will certainly gain in goodwill.
 
I though I would get responses like this. I can't keep from shaking my head. Thank goodness this isn't my business (although, it is my concern). The majority of our frames are stacked mouldings it is costing the company a lot of money. No wonder I can't get a raise! It is amazing how may times we will replace a frame or liner.
 
Our guaranteed satisfaction is implied by our reputation in that we do quality work. We always inform new customers that sometimes weather conditions can cause strange things to happen and we want them to return if there are any problems e.g. slipped print. We do not guarantee that they will be satisfied with their choices but we spend a lot of time making sure they are satisfied with their choice to beginning.

Catnlinz, sounds like your company has a reputation like some of the big chains, returns with no questions asked. Most of them have changed their policies due to abuse by customers.
 
Catnlinz, We have a 100% satisfaction guarantee, but have only had 2 customers (that I can think of...) take advantage of it - once when the customer spilled something on the mats (sitting on her kitchen counter waiting to be hung) and she said she picked it up that way not true! - but she is a constant customer and pays us to hang her stuff now. I think that if we had not replaced her two small mats, she would not be a continuing customer. We also had a young woman who had not done much custom framing before ignore our advice and put frames on two pieces that didn't really look too good. When she picked up, I could see that she was disappointed. We replaced them at no additional charge with OUR recommended frame, she was deliriously happy and I feel sure she'll be back (time will tell!). We will cut down and use those frames on another job, so we feel it was worth it. I think you can put a stop to being taken advantage of by temporarily changing the policy, or at least not publicing it, and then evaluate any situations that arise in the future - you may decide to change a mat or frame for a good customer to provide good will, even if you don't have a published "satifaction guarantee."
Hope you can get things back in control,
Lyn
 
I have been following this thread. There are ways to deal with these people and not lose in the process. Consider the value of being oblique. When someone brings a piece back in with a problem that obviously was not your fault. Try not defending yourself and don't react emotionally. This takes some practice. Restate what they have said to you so you make them comfortable that you understood what they said. Use dialog such as "So let me see, you are telling me that when you checked that piece closer at home the mats were wet..." or "So lets see when you looked at the piece at home you realized that your mat choices did not work with the decor." And then say "Shall we make some different choices and see what the changes would involve." Then proceed to start making choices. When you give them the final price you can say "Making these changes will ONLY be ..." or quote them a number that is a little less and let them you know that you have not charged them the full price of the change. They only accomplish the deceit if they can get you to react emotionally with guilt or fear. You need to respect yourself and they need to respect you. There are ways not to be involved in a lose, lose situation. Respect goes both ways and does not have to be confrontational.
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Timberwoman
AL
I cut the mat, I pet the =^..^= cat.

[This message has been edited by ArtLady (edited December 10, 2000).]

[This message has been edited by ArtLady (edited December 10, 2000).]
 
Catnlinz,
Ya know I don't really think that, in most cases anyway, that a written "%100 SATISFACTION GUARANTEED" sign is where the problem lies. I do not have such a sign in my shop, but I don't need one. (Ooo.. "he's cocky" you're thinking - not at all just hear me out) We stress the fact through or advertising that quality and experience is what you can EXPECT when you come and see US. They can also see it on the walls when they come in that we actually KNOW what we're doing. We also have a reputation of giving such service.

I expect professionalism at the sales counter from my employees. If they are waiting on customers in MY store you can be DARN sure that they are a very competent framer as well. I'm not willing to risk sacrificing a customer just because I may be to busy to work the counter, this phase is just as important as doing the actual work. It's also the phase where a new customer is deciding weather or not to trust your shop with their stuff in the first place. If you are not waiting on YOUR customers maybe you should put needlework down your stretching and get your butt to the counter.

Before I opened my shop I managed a craft store's framing dept. for about 3 years.(don't go rolling your eyes - hear me out, our shop was #3 out of 55 stores in sales, we were the exception) While I truly loathed my days there it was a great opportunity to learn AT THEIR EXPENSE that maybe a college student working part-time isn't your best sales person. We were FOREVER re-doing people's work when such employees worked the counter. I know that sometime in some situations that may be all you have to work with--GET YOURSELF OUT OF THOSE SITUATIONS! Your sales people need to be just as knowledgeable in the art of framing and mat cutting as the your best framer. They need to ASK questions. They also need to be very "hip" to the current trends in home design and color selection.(by they way, HUNTER GREEN AND BURGUNDY ARE OUT!!) They MUST have the ability to MATCH COLORS. AND they also need to possess the ability to (without fear) direct their customers -WITH TACT, RESPECT AND PROFESSIONALISM- when they are making poor choices that they are obviously going to HATE when the work is done. If the sales person themselves don't recognize when that is happening GET THEM AWAY FROM THE COUNTER until they're properly trained. Custom picture framing isn't just wood shop and cuttin' mats - IT'S AN ART OF IT'S OWN. Often time people get into the business, not because they love doing it, but because they think they can make a bunch of money doing it. **** , why do think every stinkin' craft store in America is doing now. They hire a bunch of college students, give them a week's training and then turn them loose. YIKES!!

My point is this, if it seems like it's a major problem just take the sign down. Commit yourself to the customer, LISTEN, do good work and stand behind it. I have not EVER in my shop re-done something that was our fault or that the customer felt was our fault. If I've ever paid for a re-do it was because I wanted to, not because I felt like they wanted me to. We make every effort to give our customers what they WANT. If they are dead set on country blue and mauve...they will get it. We just make SURE that they really do want it first. It's in the manor of how you present your ideas that that you do this. The tone of your voice, your gestures and the words you choose. NEVER look down your nose at them or sigh or be disrespectful in anyway.

If your sales people are paid commission STOP immediately. It's not always the most expensive frame that looks the best. Too often times they will be directed by the big sale and loose sight of what truly looks best. You'll get that money back later when the customer comes back the next time if they're happy with the work. If you want your employees to work hard for you, pay them what they're worth and or give them the respect they deserve.

Also, make sure your customer is truly satisfied BEFORE they leave with their work, it may be the last time you see them. It will also help keep them from coming back later with something that they did to it when they got home.

**this has been my first post here at theGrumble. I hope that I've not offended anyone.- Let me say in parting, I'm aware there are dishonest people in this world, I just think they would rather spend their time trying to rip off Wal-Mart.
- I promise the next post won't be so looong. : ) HAVE A GREAT DAY!
 
Skoogdaddy - While I understand your feelings about "Craft store frame shops", I want you to understand that not all of them are bad!

Some of us are quite good at what we do. (As well as take pride in our framing.)
 
Pride, it's a beautiful word Granny Sue.
That's a great first Grumble, sure to cause a little noise.
 
Susan May,

See, I knew I'd step on a toe, it was not AT ALL my intent. The main point that I was trying to make was that a framing business, large or small, in a craft store or anyplace else for that matter, MUST HAVE a competent picture framer doing the selling and figuring at the sales counter to avoid most mistakes. I am VERY aware that some Craft store frame shops do EXCELLENT work. I told you that I "did time" in a craft store for over 3 years. I am very proud of the fact that while I was with the company we were CONSISTANTLY in the top three in custom sales. I loved the people I worked with, I just wasn't to big on the company. I won't tell you the chain but, they had stores in Denver, Dallas, Memphis, Oklahoma City, San Antonio and several other large markets. We were in a town of roughly 50,000 but we were ALWAYS at the top. It was because of that fact,also since I was a CPF & dept. manager (as well as having a GREAT staff under me) that they sent me out to set up new store's framing deptartments. Never did They have one expierenced framer from the outset. I would stay for a week or so training people and then eventually the company would decide it was time for them to sink or swim and they would send me home. Most of them sank because of the lack of expierence running the dept. The ones that had a week or so of training would eventully quit after being chewed out a couple times, leaving them with zero expierence. That's all I'm going to say about it. I most certainly DID NOT single out the craft store frame shop-read my post again. It's the S-I-T-U-A-T-I-O-N that many find themselves in, due a lack of expierence in an important roll. I merely related it to my own expierences in the craft store chain. It could just as easily be Joe Blow's Super Frame Warehouse that has the same problem. It could also be a small shop that employs one full-timer and one part-timer where the best framer is just too lazy to work the sales counter, they will just leave it to the part-timer to figure it out as they go.

Please understand that my earlier post was not being written in a "snotty" tone. I truly think, based on expierence, that it could be a problem for some folks. Pay attention to your employees and or fellow framers. Make sure they know what they're doing and help them if they don't. That's it.

Again, please note the "smily face" at the top of my post. Please don't be so quick to jump on the new guy, especailly when he agrees with you that there ARE INDEED some very FINE craft store frame shops. I'm sure you guys do great work. My post was for the shops, reguardless of where, that don't. Take a look at who's taking the orders if you're having problems with re-dos, bottom line.

whew, goodnight all, BIG day tomorrow--tis the season and all...later : )
 
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