Letting Samples Go Home

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TGFU

CGF II, Certified Grumble Framer Level 2
Joined
Aug 1, 2003
Posts
317
Loc
Illinois
I'm curious how many of you let customers take mat and frame corner samples home. In the past, we've let them take the samples home and ask that they bring them back the next day. So far we've not had a problem getting them back, but can also see that being an issue in the future. But, what we have noticed that the majority of them usually bring the samples back and end up not getting anything. That leads us to believe that they are probably taking our samples to the competition to see if they can get a better price. I know this is done, because we've had customers bring the competition samples into our store. I'm interested in hearing what your policy is on this.

Jim
 
We used to get these requests a while back, but not so much any more.

Since we post our retail price on the back of the corner samples, we don’t let them out (although we have, on very rare occasions, for very, very good customers.)

I don’t believe most people are using them to price shop. They tell us (and I believe them) that they are trying to match woodwork or an existing frame or the like. In those cases, we’ll just slice a few inches off of some length moulding or a small square of mat board and send them off.

This way they don’t have a price to bring someplace else (not that I think they are doing that anyway) and they don’t have to worry about returning it.

It doesn’t cost us much and is good PR.
 
I will do it with interior designers and VERY good customers. I always write down the samples in case they end up missing and I want new ones.

I've only had one time that I suspected a cutomer was taking them to the competition and that's why I no longer let them go out to just anyone.

Dave Makielski
 
If the person is not a long time customer whom I can trust, I request a minimum $35.00 deposit before they leave the store and the rule is they have to be back within 3 days as they are how I make my living. I also only let 3 or 4 samples out at one time. Not much I could do if it took 4 or 5 days to get them back to me but they don't know that.
 
I let customers take samples if they are having a tough time making a decision.
Sometimes it's easier that way...takes less of my time!

I do write down name, phone number, etc. and a record of the samples taken.

Customers seem to appreciate this service and rarely do I fail to get the order.
 
I too allow samples to leave the store. If we have the matboard in stock, I will give them a piece of the mat rather than the sample. I request the samples come back within 24 hours; and have no problems with their return in a timely manner.
 
We write up the frame sample numbers on an invoice and take a credit card impression.

Most are legit (for design purposes), but I'm sure some are shopping around.

It has never been a problem.
 
Only with very good customers.

People have abused this issue before, either taking forever to return them, or damage them (especially the Gold leaf Closed Corner samples) or went price shopping.
 
We let them go out with good customers and usually make sure that the vendor/manufacturer numbers are changed to the next larger profile in the series so that price shopping by moulding number will yield a higher price on a phone quote by others.
 
Rick...you are one sly dog man. Beat them at their own game...I like it.

:smileyshot22:

Dave Makielski
 
we do it. I let them take them for a day or two, writing down the profile in case I have to reorder it. and if they are price shopping, let them. Doesn't bother me in the least. I'm proud of our pricing structure and can defend my higher resales quite admirably.
 
"No, just these two to see which looks best on the wall."

And we usually send along about 2-4 others that are similar. Amazing how many are back in 10 minutes and have a very strong afirmation about what they need....

We also ask them to pay careful attention to light that might reflect.... and yes, that usually sells the Museum.

We had our first lady come in with an others samples. I flipped them over and saw the other frameshops stamp.... after the lady left, I called the other store and we laughed, because the other framer had sent this lady to me because "she didn't like working with women".

To heck with framing abilities, I just needed to be a man?!?! :D
 
for the customers who are untaking a decorating project and almost always customers who want mirrors framed, I not only let them I encourage them. I make sure I have all their info and the samples info and keep an order on hold for them. I give them typically one day to do this. It has worked out very well for me, especially for my mirror customers. Our local glass and mirror shop has a very limited offering of framed mirrors, so if they don't have what the customer islooking for, they send them up the road to me. In kind they get all my mirror purchasing and I get a ton of business. Its a beautiful relationship.

Which is why I also send them an occassional platter of cookies or bagels for their staff as a thank you.
 
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