JanetteK
Grumbler
I live and work in a small town. A friend of my mom's told her that her (the friend's) brother had been treated very rudely in my store and was offended. I'm the only person who works here, so it must have been me that offended him. Searching my memory, I figured he must be the guy who came in and said he had a poster at home and could I give him a ballpark figure on framing it--nothing fancy. I gave my usual spiel that it's very difficult to estimate how much a frame will cost because they vary so much in price, etc. and recommended that he bring it in and we could price out some options. He said again that all he needed was a ballpark figure. I said again that I really couldn't guess a price. He said, "Well, can you point me to the cheapest frame (meaning moulding sample) in your store?" I said something like, "No, I don't know all the prices offhand; they're in my computer. If you bring in the poster, we can pick out some frames and see how much they'd cost." Then he left, apparently offended.
The only good thing was that (according to my mom's friend) he thought the person who waited on him was so young!! (I'm 45) that it couldn't be the owner; it must have been some ignorant employee. However, I am the only person who works in my store.
I have to admit that sometimes I feel impatient when people keep trying to pin me down to a price for something I've never seen. I thought I was being polite to this guy, but apparently my irritation showed.
Whenever I do name a figure in response to this kind of request, just making up a number out of my head, I usually get the reponse that that is far more than the person had in mind, and couldn't I do it cheaper? Cheaper than what? We haven't chosen anything. So generally I will not name a price but keep trying to suggest that they bring the piece in so we can see what options we have.
Probably I couldn't have been cheap enough to please this guy even if he brought his stuff in and I did locate my cheapest frame. But I don't want to get a reputation for people being treated rudely in my store just because I won't name a price for an unspecified frame. Have any of you developed a gracious approach so that even if people decide custom framing is too expensive for them they still feel that they were treated with respect in your store, so that they will speak well of it to their friends? If so, could you share your script with me?
The only good thing was that (according to my mom's friend) he thought the person who waited on him was so young!! (I'm 45) that it couldn't be the owner; it must have been some ignorant employee. However, I am the only person who works in my store.
I have to admit that sometimes I feel impatient when people keep trying to pin me down to a price for something I've never seen. I thought I was being polite to this guy, but apparently my irritation showed.
Whenever I do name a figure in response to this kind of request, just making up a number out of my head, I usually get the reponse that that is far more than the person had in mind, and couldn't I do it cheaper? Cheaper than what? We haven't chosen anything. So generally I will not name a price but keep trying to suggest that they bring the piece in so we can see what options we have.
Probably I couldn't have been cheap enough to please this guy even if he brought his stuff in and I did locate my cheapest frame. But I don't want to get a reputation for people being treated rudely in my store just because I won't name a price for an unspecified frame. Have any of you developed a gracious approach so that even if people decide custom framing is too expensive for them they still feel that they were treated with respect in your store, so that they will speak well of it to their friends? If so, could you share your script with me?