QUOTING PRICES OVER THE PHONE

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gemsmom

gemsmom

SGF, Supreme Grumble Framer
Joined
Oct 10, 2000
Posts
3,576
I hate it when someone calls for a price quote over the phone. If I don't do it, they sometimes get nasty. If I do, I rarely see them anyway. I am not the cheapest, and I know it. How do others handle callers who want price quotes? I really don't want to take the time to do it, and I don't see how I can do it accurately anyway, given all the variables. What do you do? Thanks in advance.
 
I also don't feel comfortable giving a price quote over the phone. Therefore I quote a little low. For example, if they ask for a black metal metal frame with a mat, I quote out a contract metal, a narrower mat width, and regular glass. I will also quote a range. What I say to that client on the phone is that there are hundreds of frames and that every united inch can make a big difference, so it will help if I personally inspect the art. I also tell them that they must compare apples to apples and that there is not a big price difference from framer to framer when you are comparing identical product. Also, I make sure to really educate them on what they should be asking when phoning around. This establishes trust and they are more likely to come back to me, even though my prices are a little higher. It is important to educate your client on why they should choose you.
 
Hi Pamela

I do not give quotes over the phone - ever - I invite the caller to bring the work into the studio for a quotation.

Orton
 
Pamela,
You "hate" these calls and I imagine this becomes very clear to the prospective client. Don't answer the phone until the third ring. This will give you time to get your head in the right space to become a salesperson. Then be very interested in the client and what it is they want to frame. Build their trust and then explain why you need them to bring their art into your store. After I get an understanding of what they want I may give a vague number that I suggest is what other customers have chosen but that they may chose something quite different. I often finish up by telling them how I look forward to seeing their art as it sounds so interesting. Then I ask them when it would be convenient to come in so that I can schedule myself to be available. And by the end I try hard to be calling them by their first name. These calls are extremely important to your business. You spend a lot of money on signs, yellow pages, business cards and other adds trying to get these calls - make them work!
 
I liked your answer Lise. Telephone inquiries are an opportunity for new "friends". I used to price real low then noticed how often it was that the customers artwork was actually larger than they said and then tried to hold me to the original price!
It is well worth it to educate some people and others you just want to kick in the ***.
 
Pam-We gets calls often and try to use them as a way to impress the caller, much like scarfinger. We give broad ranges unless they have another bid, then it's apples to apples. But the whole time, it's constant selling on us, our service and hopefully our friendliness. Give it a try-it works well for us; it might work for you. A second tip: pretend you're looking into a mirror when you are on the phone. The look on your face is the sound of your voice. We used this technique with actual mirrors with the telesales operators when I worked in corporate. It really makes a difference
 
The caller wants to eliminate you from the list of potential places he has to visit. I don't like to be eliminated. We tell them art is a very visual medium. We then draw an analogy to a kitchen remodeler. That calling us is like calling to have your kitchen remodeled over the phone. There are many choices to make. Then I ask them to tell me about the work they plan to frame. They love to talk about their projects. No one else they talk to will want to establish this kind of rapport. Next tell them how interesting the piece or project sound and how you can not wait to see it and discuss the possible choices for framing. Remember people want to do business with people they are comfortable with and they feel can do a good job for them. A little rapport goes a long way. Selling 101.

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Timberwoman
AL
I cut the mat, I pet the =^..^= cat.
 
I have noticed that when ever we do give a phone quote (vary rarely) the caller never comes in. I don't think it is because some one else quoted less but they are just window shopping. And have no real interest in having there "Standard size Poster" framed.
 
My retail asdvisor,(my best friend and the owner of 3 very successful hair salons)told me once to tell the phone party that because the found you in the yellow pages they will get a 15% discount when they bring in the art work. He tells me to add 20%, then take off 15. That's the way they do it in the hair business. It works!!!
 
Another analogy is the VW to Rolls Royce comparison. Although I rarely get these calls, I did earlier this week. I gave him the information that there is no way it is possible to custom frame anything for less that $50 to $60, after telling him about the quality and selection of my materials, etc.

We made an appointment. He ended up getting a BevelAccent on a wide rag mat and stacking the two mouldings he couldn't chose between. What really tickled me was that he was so excited he started planning an office full of original fish art (he's a fish biologist), and insisted on shaking my hand as he left.

Not all cold callers can possibly turn out like this one did, Pamela, but the upshot is that it can be an opportunity, as the others have pointed out. Do it all with a smile in your voice as Bob very rightly suggests--that really is a biggie.
 
I try to get some information on the phone and give a quote. I also direct them to my web site for more information. Do I low ball, Yes! Can I back it up, yes, but almost never have to. When they come in just roll them into what there piece needs and give them a price. I always state in the quote that it could be 2 - 3 time the quote. Keep them happy and get them in the store.

I've found many people are not shopping as much as trying to get a feel for what it might cost.

framer

[This message has been edited by framer (edited October 13, 2000).]
 
"Less than I want to charge you; more than you want to pay." but only to those with an obvious sence of humor.

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I made a price sheet for 5 standard sizesbased on $6.00 a foot moulding 1 mat reg. glass and mounting and finishing. Explaining to the customer that it can vary depending on moulding and mat chosen. (could be a 20.00 a foot moulding with a suede mat) I keep the list by the phone for easy access. The part time girl loves it. And we do get a lot of people that come in as a result of the quote. They often complain that some won't give quote on phone.
 
Thanks, Sumik, I like your solution the best. Short and sweet, and no reason for anyone to get offended. Why didn't I think of that???
 
Pamela,

Art Lady hit it right on the head.....the customer is looking to eliminate you as "not worthwhile". Examine the process: The individual needs something custom framed and has no idea where to go. They open up the Yellow Pages and ...........Oh my.....They didn't know they had so many options. So next they decide to phone a few..........

"Are you a nice clean business, with helpful people, where I can get a fair price and have something custom framed? Do you practice professional techniques and will I be happy with the results?" Of course they don't ask this, but what they do ask is "How much would it cost to frame my picture"

You'd answer the first question........Why not the second? Because this is what they're really asking. They're trying to determine where to go to be taken care of.

With a few questions on your part, you will surely have the ability to give a more realistic estimate (Is this a poster, print, photograpah? How large is the image?, etc.)

I agree with Meko1 - don't estimate real low. It will burn you, when they try to hold you to this price - BAD PR. Instead, attempt to give them a realistic range depending upon the moulding selected and matboards used.

This is an opportunity to then invite them into your shop to receive a FREE & precise estimate based on the selection that you'll arrive. It of course gives you the opportunity to tell them of all the wonderful things that make you special/unique!

<UL TYPE=SQUARE>
<LI>Always volunteer your shop hours
<LI>Always close your conversation with, "Do you know how to find us?"
<LI>Too busy at the time - Take the person's phone number and call them back later.
[/list]

I've had customers walk up to me at our shop and inquire, "Are you the Owner?".........Oh, No, what's coming next?"

"I just wanted you to know, that I came to your shop, because of the way I was treated on the phone."

Believe me, it works. Because your competition won't and doesn't have the time.

John

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The Frame Workshop of Appleton, Inc.
www.theframeworkshop.com
Appleton, Wisconsin
jerserwi@aol.com
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Many times people are not so worried about the effects on their wallet, but the effects on their hearts. Art means something different to everyone, and (admit it) alot of what we frame has an emotional attachment to our customers. By conveying a caring, considerate, pleasant phone manner (we call it "giving good phone")the customer is more likely to trust their son's paperclip collection to you instead of Le Frame du Fromage in Snootyville.
 
I agree that customers who call for phone quotes are trying to boil down their choices on the basis of price alone. And that's a common mistake of consumers who have no idea what goes on in a frame shop.

So we educate them about that. In the friendliest possible terms, we explain that custom framing is a matter of many choices, and each choice has a cost.

If a customer wants to know our lowest price, I tell him/her "$20.00 per square foot of glass, but I wouldn't recommend it. To be honest, we don't pretend to have the lowest prices. Instead, we offer the highest value. If we don't earn your business this time, please visit our store when you want to frame an item that is important or has value to you."

That works for us. And, by the way, nobody has ever bought the $20.00 per square foot frame.


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Jim Miller, CPFcm; GAFP Committee Member
 
Occassionaly I'll get requests for phone quotes, but invariably they are shopping for the lowest price unless they have no idea what framing costs and just want to get an idea what range to be prepared for. I always try to give them a low/medium minimum price, but stress the services necessary to properly frame their item.

Someone calling around needs to know whether their item should be mounted or not, hinged, have glazing, etc. By educating the customer a relationship can develope which can last a lifetime. Educate long enough and they KNOW they need to bring the item in for a proper quote. Once in the store continue the education and they will be your customer.

If it's a standard size poster and they want cheap, I suggest someplace they can get a frame for under $ 20.00, point out the differences and ask them to remember me when they have a custom job.

I know many of my fellow grumblers will tell me I can't afford to send away cheap work, but my time is better (more profitably) spent doing the work I specialize in and not selling a commodity. Customers appreciate a candid response if the reply is not condescending and is meant to genuinely be helpful. Besides, I don't want to put my name on any frame job that is shoddy or cheap.

Dave Makielski
 
Hey Dermot,

You have been doin' some deep digging, eh?? I enjoyed seeing some of the names that aren't showing up on the G anymore.

I always try to make my customers feel at ease by telling them point blank that I cannot do justice to their art over the phone with an "educated guess" on their framing, it isn't fair to me or to them. I also make a point of making sure they are aware that we give FREE estimates and there is no high pressure and they can take the quote home and give it some thought.

(I have maybe 1 out of 20 that actually does that after seeing my displays and talking to me about their framing needs.)

Being an ex-bodyman, I also compare framing estimates to having an accident and calling a bodyman on the phone for an estimate! Obviously that is impossible without first seeing the extent of the damage and what can be fixed and what must be replaced. But the "visual" concept is something that they can relate to and that helps get them to the shop.

Framerguy
 
My first thought was, "why in the world is Pamela asking that? I thought she sold her shop..."

Aaaand, she did - sell her shop, that is. Maybe I'll learn to read the dates a little sooner...

speaking of Pamela - wonder how the freelance thing is going?

Betty
 
This is an old thread, isn't it?

Since you asked, Betty, first I took some time off. I sent out letters to a few select shops outside my immediate area a month ago to see if there was any interest. I got a call last week from a framer whose full-timer suddenly quit (after nine years with them). They were desperate for someone to fill in. I went to see them Monday. They hired me to start on Wednesday. I'm filling in for one owner, who is on vacation. We are on a trial basis these two weeks. The remaining owner seems thrilled with me, so I imagine I will be on throughout the holidays. I don't want to work full-time anymore, so if I can get jobs like this every so often, I'll be very happy.
 
Pamela, I was talking about you to a friend of mine the other day. She and her mother opened and ran a very successful frame shop about 30 years ago. They eventually sold it, but after her "non-compete" clause of 5 or 10 years or so ran out, she started doing a little framing "on the side." (she's a wonderful artist as well)

In the past 5 years or so, she has worked off and on for a framer in the area, and did her own thing. As my family illnesses were dictating my work, she often offered to help me. I never took her up on it until now. I'm going to have to miss work in the next month or so, and was covered up with jobs. So, out of desperation, I called her.

She came out today and worked a couple of hours, plus she took some mats to cut and she has put my frames together at her shop.

She's also working for the other frame shop. I told her about your idea of "freelancing." I think it is going to work great for us. I was wondering how it was working for you.

Betty
 
This may be an old thread, but timeless.

My pat answer is with a joking lilt in my voice: "We try to keep the framing to under six or seven thousand dollars....."
Then the education starts.

We have had some new customers come in just to see what a $7,000 frame looks like.
thumbsup.gif
 
Thats funny Baer, I alway always say, "I think something like that would be WELLLLL under 6 thousand."
 
Depending on my mood I tell them 6 million dollars and I'll throw in a free frame shop. Almost always there's a pause then "Uhhhh how much?" One person didn't say a word, she just hung up, no sense of humor I guess.
shrug.gif
 
Betty, I forgot to tell you how good it makes me feel that you had been thinking of me.

It is funny how I have been able to fill up my days without having a job. It has been wonderful.

Since I took a break, framing doesn't seem to hold much interest for me anymore. If I can get a few jobs here and there just to keep my hands in it for a time, that will be enough for me.

I feel very lucky that I had a job that I loved for so many years. Met alot of great people, also.
 
We usually give them a VERY rough estimate and advise them to bring it in at "NO CHARGE" and find out exactly what it will cost. we then tell them that we have a wide variety of mouldings and mats and their prices vary greatly .However we can work with them to fit their budget.

The rough estimate allows the uniniated to realize that we aren't Wally world and the speil about range give them hope that we can (if they come in) find something to fit their pocket book.

We also subscribe to Caller ID to enable us to see who we are giving prices to(sometimes competitors),And yes we have used it to cll shoppers back ,both legimate and undercover.LOL It lets them know not to sneak around .
BUDDY
 
We got a call from another framer who WASN'T just down the street.

We talked about what she had, and it sounded like either someone who had done a lot of framing or was a framer. I finally asked. She told me her name, and her daughters name. He daughter was one of our customers. She also told me that she had been so impressed with the work we had done for her daughter, that she was bringing some stuff when she was coming the next week.

We are now doing some special framing for three other framers who are NOT in our state or within 500 miles.

If it's ringing, answer the phone. Nice but be yourself. "under $6,000" is definately one of my 'calling cards'. But I have gone over. :D
 
>BUDDY: We also subscribe to Caller ID to enable us to see who we are giving prices to(sometimes competitors)
>And yes we have used it to cll shoppers back ,both legimate and undercover.LOL It lets them know not to sneak around .

The week we opened, we had one of those calls from a local competitor. If you're gonna do that, block the caller-ID


If he wanted to compare he should have just called and introduced himself, and asked


We've never told customers that we use caller-id or called anyone back because of it, though. I think some folks might consider it an invasion of privacy. It's a fine line...
 
I do not recall seeing this line on the thread.

"Can you hold it up to the receiver so I can see it a little better?"
thumbsup.gif


This was an inside joke for my appraisal group when people would call up and only want a ballpark "FREE APPRAISAL" ove the phone.
 
Jerome, You're the winner!! You get the free cookie. What a scream! I've got to use that one soon before the oldztimers kicks in.
thumbsup.gif
 
Well, I have to say that this is a great thread, even if it is an old one.

I tried one of the nice responses yesterday. It worked. By the end of the phone conversation, I did not have to give out any prices, and the customer made sure to ask me when I was going to be in the shop. She also commented on how informed I sounded and asked how long I had been framing. The best part, she came in today and place an order. She has at least 2 more pieces to get framed and some smaller 8x10's.

Thanks for all the good suggestions.

Candy
 
A side story from a long time ago. When i was in San Fransico's PPFA SHOW SOME 18 YRS. AGO. i ttenede a class with a gentleman, I think,whose name was Horowitz. he was trying to teach us how to have a good attitude.He asked what we thought was a real bother in our shops. When someone said answering the phone in the middle of work. He suggested "Take the dam thing out" .

Of course we all said we couldn't do that then he suggested then it isn't a bother.It is a necessity. So we should learn to handle calls with a good attitude .Afterall we can't do businss without it. So be glad that people call and check your prices ( even if it is a competitor,they must be worried if they feel the need to check) so you must be doing your job well and your reputation is preceeding you.( but I still like to know who is calling,LOL)
BUDDY
 
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