House calls -

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Finest Fabric

Finest Fabric

MGF, Master Grumble Framer
Joined
May 20, 2005
Posts
629
Loc
connecticut
For my better customers - I'll often offer complimentary hanging/delivery services. This has proved invaluable in a number of ways. Firstly, by visiting the home, a fundamental understanding of the owners style and taste is instantly understood. Secondly, while there, you have more or less a captive audience - and I have made numerous recommendations and design choices on site - both for new and old pieces.
I write this because, today I had the pleasure of delivering and hanging a piece for a long term customer. But I never fully understood EXACTLY what they
were looking for until I saw their decor in context.
The "free" delivery resulted in 3000.00+ of new business today. And, when that person comes back next month, next year - I'll have a full, comprehensive, and tasteful menu of choices to choose from that will suit them to a T.

-Bryan
 
Wow good 4 u!!! seriously thats great....i also think like u...it doesnt hurt to take a ride if they live close to u....1 hour of your time = lifetime customer...great job .....:smiley:
 
I agree, I do offer free delivery, but installation will cost you.
 
Of course I usually charge for installation.

But sometimes a good (and I mean 'good') customer deserves a little more 'complimentary' attention. Which I am more than happy to provide.


I have always viewed framing, particularly and especially at the higher end, as a relationship business. And it is quite important to cultivate this - just as any trusted interior designer, decorator, or architect would do.
 
It always gives you a chance to see their other framing which might have paper mats that are turning brown or frames with open corners that might need attention or they might have a coat hanger or shoelace for a hanging device.
 
I remember going out to deliver and install a picture for an older couple a few years ago. They had complained about the cost of one design after another, and finally settled for something inexpensive...and it looked it.

So I drive out to their home, and they are living in a gated community, in a McMansion. The house had to have cost well over a million. I carry in the picture, and I pass one after another closed corner frame. I couldn't inspect them well because the hallway was dimly lit, but I just shook my head and wondered why they didn't come to me for the good stuff!
 
This is a great topic. At a time when fewer customers are walking in the doors of many frame shops, bring the business to them. I just finished reading the new June PFM magazine and there was an article on p. 14 by Ken Baur called "On-Site Consultations." He basically said what you did, but because it was a 3 page article, he was able to expand on the benefits. It was a good read.
 
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