POS - Vis how much info is too much?

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JBergelin

JBergelin

CGF II, Certified Grumble Framer Level 2
Joined
Dec 14, 2004
Posts
374
Loc
Big Rapids, Michigan
Our system is set up so the image on computer the customer sees is really the desktop I am working on - IE the software runs on my computer but the customer sees what I am doing on the public computer, the the customer can see what ever is on my screen unless I switch the open file their monitor.

Up until the other day I would pull up the window with FrameVue on the public computer, make my pitch, show the "framed" piece and close the sale then I would switch their monitor to a separate window showing my home page on the net. Then I would go back to my computer, transfer over to LS calculate the price and tell them what their beautiful framed work would cost. (and shut my mouth)

This time I forgot to close their window so when i went back to LS they saw the sales screen - the complete breakdown moulding, mat fitting etc. - the customer was semi interested but did not pay too much attention.

Then I got to thinking - does it really matter that they see all that goes into their work, after all the worksheet is at retail so they do not know my costs. They may ask about each entry so i would need to be prepared to answer questions - but we do that anyway when we start looking for a lower price point....weelllll if you switch to ..... it will save.....

In this case the customer looked at the screen but did not ask about it.

Back in the old CPA firm days I found that giving a client a complete bill with date, hours worked, and detail about what work was done tended to make the bill more palatable and assisted in collection of fees.

So I wonder.... what about with framing??

Thoughts anyone?
 
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I really don't think it a good idea at all to show the customer the POS screen.

You're just opening a Pandora's Box to all kinds of questions and hassle.

No other business would show a customer something like this. So why would you??
 
I'm not alarmed if they see it, but think it just invites people to question the individual breakdown. ("I can get glass at home depot for $1", etc) This is the same reason we don't detail it on their receipt, showing individual prices or item #s.

With FV and LSS it's possible to set it up so *ONLY* the results go to their screen, while the fv preparation and lss financials stay on the private screen.

When youre not using the system, you can put a slide on that other screen with store policies or other info(windows wallpaper). When the machine is idle, you can have it run through a slide show that tells all about your shop(windows "My Pictures" screensaver).

If you need help with this, let me know. I can post it as a new tip. It requires 2 monitors, and 2 monitor ports on the back of the PC.

Mike
 
Playing Devil's Advocate here: As we are still in the Frame Ready set-up stage, we are still using 3 part NCR forms. Our policy is to give the total price orally, but often we switch the form around so they can see the breakdown. We've done this for so many years that it is second nature. We get few questions about the breakdown, and don't discuss it unless we are trying to save here and there. Occasionally we get the annoying quetion about footage, but then we explain it, show them the chart, and they get it. Despite all the training I have had to the contrary, my gut instinct is that the customer feels more trust with the breakdown revealed. We had an article written about us a few years ago; the topic was how we lessen the framing intimidation factor. Open price breakdown was part of it.

And yes, I do expect it at other businesses. Don't you review your auto mechanic's bill? Or occasionally glance at your cleaner's bill? (I'm reminded of a Curb Your Enthusiasm episode when Larry gets something at the dry cleaners that doesn't belong to him--His all's fair at the cleaners stance.) I rarely look at a restaurant bill, but I do have the breakdown before I pay the bill. When I bought a $500. Thomas Pafk mirror, he gave me the price with and without the beveled mirror.

With POS, I don't know how it's all going to look. When I see POS prices brought in from other shops it all looks like Greek to me. Somewhat annoying. I do think that my customers will enjoy seeing a price change as we scan a different moulding. I may not give them an itemization on pick-up, but I doubt we will hide the breakdown.

Right now I'll just be glad to finish the set-up. Lisa is going on vacation for a week so her diligent efforts will be on hold.
 
We have our POS system set up to show prices by line item on all copies of the work order, and we print the invoice on the back of it. It's always been that way.

I'm for full disclosure,and don't have any hesitation about showing customers the price breakdown. In my limited experience, customers do not care about item-by-item pricing. We always review orders with customers, pointing to each item on their copy of the Work Order. None have ever questioned the prices or said they could get certain parts cheaper elsewhere. But if they ever did, I would invite them to do so and bring them in.
 
Does it really matter if they see it (POS line items) or not? You're not changing your price because they question something, are you? Here's the price - how would you like to pay - call you when it's done - end of story.
We'll show them if they ask, sometimes point out specifics if it's a complicated piece, sometimes not -
The only thing we DON'T share is a quote with break-out pricing....just a total. And no, we don't "fill in the blanks" if they ask.

Tony
 
AWG said:
...The only thing we DON'T share is a quote with break-out pricing....just a total. And no, we don't "fill in the blanks" if they ask.
Click to expand...

I agree. Estimates are altogether different. If a customer wants an estimate with part numbers and prices, we charge $25. That fee is credited to their order when it is placed.

I got tired of doing my competitors' frame designs a long time ago.
 
Jim Miller said:
I agree. Estimates are altogether different. If a customer wants an estimate with part numbers and prices, we charge $25. That fee is credited to their order when it is placed.

I got tired of doing my competitors' frame designs a long time ago.
Click to expand...

We have a separate estimate form which includes no part numbers. We simply specify items only in a general sense: gold frame, UV glass, acid free mat and backing fitting, and a total. No breakdown. No exact size reference, No numbers or colors.

For our reference, we keep a copy of the actual detailed quote on hand for 30 days.

The $25. idea is interesting.
 
Do you have those "Let's-get-the-experienced-framer-to-design-it-and-then-go-to-the-craft-store-with-the-coupon" customers? They are a hoot.

They're sneaky, acting like they're ready to do business, and they're prepared to spend whatever time is necessary for us to design their perfect framing. They wait until they think we're not looking, then scribble down the part numbers. A couple of them have whipped out their cell phones and taken pictures of the samples on the table.

I have considered taking all the part numbers and names off of our samples, leaving only barcodes. That's all we need, in order to scan and identify any moulding or mat sample.
 
I haven't gone quite so far, Jim, but I have, in the circumstances you describe, assigned a moulding an arbitrary number when asked for the moulding number. "Oh, that's moulding number FW2855." I'll then cross reference on our copy just in case they return. Then a call comes in from AB, or another BB, "This is AB. Can you tell me what your moulding number FW2855 is?" "Oh, sorry, that's a proprietary brand."

And a proprietary design!
 
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