quotes and orders

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Ylva

Ylva

SPFG, Supreme Picture Framing God
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Joined
Jul 14, 2008
Posts
21,476
Loc
Gloucester, MA
Business
Artemis Custom Framing
As some of you know, when I moved in this space, I had to clear out all the left overs from the previous frame shop. (am still finding the most amazing artwork without workorders/names/numbers)

Ever since, I decided I would never ever store something for a customer.

However, a few weeks ago a customer came in with a huge blockprint on cotton. We worked out a design and the total came to about $700
Customer needed some time to think about it, really liked the design, didn't want to change anything. Then asked if the piece could stay with me until a decision was reached.
I decided to do so.

After 3 weeks and a few emails, piece was still here. At that time I cursed myself intensely.

However, customer just came back in. Had done some research, found friends who recommended me and decided to go ahead and do it.

Soooo, now I'm starting to re-think my unofficial policy. I am sure many of you don't have this problem, but this is a smaller town and a different mentality and I have quite a few people asking if they can leave things with me until they make up their minds.

If anyone is in a same situation, how do you handle this? I don't want to accumulate tons of stuff (again). I guess I have to decide on a case by case scenario.
 
I would much rather they leave the artwork with me, than take it with them. If they take the artwork with them, they might drive it to one of my competitors. I'm far more likely to get the order in some form if the artwork is in my shop.
 
I normally agree Paul and that's why I did it this time. However, I find pieces that have been here since 1985.
People are not always very quick here... I don't want to run out of precious storage space either.
 
PaulSF said:
I would much rather they leave the artwork with me, than take it with them. If they take the artwork with them, they might drive it to one of my competitors. I'm far more likely to get the order in some form if the artwork is in my shop.
Click to expand...

precisely! I gladly offer to hold onto it for them.
 
I hold onto things for the reasons mentioned above.

I have 8 sets of flat files that I can store work in.
 
I only keep the artwork if a non-refundable deposit is left. You can change the design, etc. But you don't get a refund of the deposit. Exceptions are made for very regular customers and corporate clients.
 
Three of the four jobs I currently have in house are from artwork that was left with me until they could decide on a design or had the funds to move forward.

When someone "shut the water off" late last week and I had only one job in house, I called four different customers who had left art with me and three were ready to go forward and just needed to be reminded that the art was here.

If they had taken the art with them 3/4 of my current work in house would not be here and neither might I. Received a $ 750.00 deposit today via telephone credit card to begin one project.

Now I need to call the other four or five customers that I'm warehousing. I know a couple customers will be ready now and I need the work.
 
Ylva, the problem you are experiencing is one you inherited from the former owners. They failed to keep adequate records, and they failed to follow up with customers. Anything that comes in should have identification as to who the customer is -- name and phone number at the least, and address if it isn't already in your database. Artwork on paper is easily stored, it's the stuff in frames that takes up real space. Then you just need to call the customer periodically to follow up.
 
I'm with PaulSF on this. Once the work is in your shop you almost always get the job and keep good records. Having the customer's work in your shop almost always means you will get the order. And again like PaulSF says, following up with customers (a good activity on a slow day) works well.

On the other hand, work left by the previous owner can be a pain because in MA (but not in all states) abandoned property belongs to the state, not you.

Karl.

Karl.
 
I agree 100% that you should definitely KEEP the artwork in your shop if at all possible. I simply come right out ask..."Would you like me to store this in my map drawer for you? It will be very safe." (And yes, keep meticulous records.) Customers almost always say "yes"--it's easlier to leave the work than haul it home again. Like you, I have weather here (rain, sleet, snow--even in May!), so that's another reason to keep the artwork in the shop..."It's raining today; would you like me to store this for you while you think about it?"

Yes, I follow up in a few days or a week at most. That's very important--and well worth it ($$).

I have a question for the group--if the customer DOES take the art home again, and you follow-up with a phone call in a few days, how do you go about saving the sale? Do you offer a lower price by pricing a different frame (or a single v. double mat) for the design? Do you offer a glass upgrade? Do you switch to a ready-made frame? I'm open to ideas--thanks!

Good luck, Ylva!
JoAnn
 
As for saving the sale, I generally give a 10% discount coupon for them to redeem on that order if they come back within a certain time frame. For me, the $40, $50 discount is better than having to store the art for any length of time. I would really have to say that it is rare for me not to close a sale and let artwork go out the door.
 
JoAnn, I do follow up, but I make no offers unless and until I actually speak to the customer and they raise price objections. If all I'm doing is leaving a voicemail (which is usually the case), I just tell them I'm following up and would be happy to answer any questions they might have.
 
Like Paul, I see no reason to make any price concession unless that issue becomes the polarizing reason the work is not going forward. Even then, I would not offer a price concession but would offer lower price alternatives.
 
I won't offer price reduction either, but will offer less expensive design.

I do keep very accurate documentation and 'quotes and artwork' are stored in a separate drawer cabinet (if it fits....).

My problem is indeed the lack of storage space due to the piles and piles of art left behind for years. The ones with names and working phone numbers (lots of disconnects) I have been able to call and about 10% of that resulted in an order.
However, the now left piles are nameless. But, that's another problem.

How long will you hold on to something though, if someone 'needs to think about it'. I've had a photo since November. Gave her a quote, have left numerous messages ever since and no respond.
I think that's my nightmare; ending up with piles twice the size of what I already have stored.
 
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