Sales counter responsibilities

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unframed_mystery

CGF II, Certified Grumble Framer Level 2
Joined
Jun 7, 2002
Posts
264
Loc
S.Yorkshire, England
We started to go off into a new direction on the Advice Desperately Needed post, so rather than frankenthread the thing to death I thought I'd take my next thought into a new topic...

A couple of weeks ago I framed a shadowbox with an ancient old school bag in it and some various textbooks and photos (all belonging to the customer's mother dating to the 1920's). The customer was specific at the time she placed the order as to the placement of the objects in the frame. It was fairly large - about 32x30" - and took some time to complete, but turned out well.

After I had sewn all the objects down (but prior to it going into the frame), she came into the shop and asked if she could 'subsitute' one of the books for a different one she had just found at home that she liked better. Another framer agreed that I wouldn't mind doing that for her, trouble was the new book was smaller than the original, so it took some manoevering to cover the holes from the previous book. She picked up her completed order, loved it, and in a perfect world that would have been the end of story :rolleyes:

However... Now she has phoned to say that she wishes she had displayed one of the books 'open', as her mother's signature was in the front of it. There isn't enough room really to mount one book in the open position now, without doing major work on it, if at all possible. I quoted her a cost of an hour's labour to re-mount the one book (and I felt that that was a conservative figure!). She says it is our fault, she shouldn't have to pay at all to have the design changed; we should have told her to put that book in that position in the first place! :eek: That seems abit of a stretch!

I feel like this lady is trying to take advantage of us. Possibly she is trying to find a way to fault our work (lack of force at the sales counter?), in hopes that we will refund some of the price of her order to compensate her for her mental anquish, etc etc.

Any suggestions? She seems to be a bit of a nutter, but nevertheless is a customer; it would be nice if this could have a happy ending :(
 
You gotta be kidding!!! Is this some kind of joke?

I don't care what she says this is not a customer to cultivate for future business. She selected, she okayed the project. Basically she signed off. You did what she requested. You can not be responsible for future redesigns. Tell you would be happy to do it for her. Then tell her come on in and you will price it out for her. Let see how quickly that credit card comes out.
 
I have to agree wholeheartedly with Artlady. If you let her get away with this, she'll just do it again, and probably bring friends.

People like this are the reason I laugh at anyone who says the customer is always right. :rolleyes:
 
There is a biiiig difference between the customer who goes "I am so sorry that this didn't occur to me sooner, but how hard would it be to....[change design]. I know it will cost more to have you change it, but it would be so much better." and "You should have told me. You should have known that I would come up with another design after I saw the whole project. Therefore it is your fault." Customer 'A' gets the redo cheap or free; Customer 'B' gets the door or a big redo charge. There is a reason your mother taught you to be nice. Mine always said that you can catch more flies with honey than with vinegar. If your mother didn't teach you, then your framer will...
 
The customer is NOT always right. This one is not even funny. Sounds like you've got yourself a predator there looking for the weakest member of the herd. Don't let it be you.
 
Sounds like we're all thinking along the same wavelength on this one! I've been assessing this the same way, but sometimes when you're too close to a problem it's hard to see it objectively :rolleyes:

This woman's angle seems to be the money. She mentioned to another one of our framers that she didn't want us to phone her at home about the 'redo' because her hubby was upset about the original cost and wouldn't want her to spend any more money on it.

It pi@@es me off because it really looked great and she was thrilled to the point of tears when she picked up... and now this :mad:

Oh well, as the saying goes, If you try to please everybody, somebody won't like it.
 
Sounds like a form of buyers remorse. Having worked in the graphic arts field for many years where a commercial artist is constantly changing/altering designs to suit the customer.. but at each junction the customer signs off and approves at THAT POINT. Sounds as if this lady has come up with another design change - after the fact - and if a change is made - it will cost her more $$. It is not the designers responsibility to suggest EVERY design alternative... she WAS happy with the design presented and ok'd it. End of design project. Anything else is a new design.

I personally change my mind alot - but I take responsibility for my indecision - I don't try to make someone else responsible for that.... Human nature. Who can tell!
 
This is my tart reply for the day.

Politely tell your "customer" that the mind reading classes have not been going well and you wish you could have traveled to the future to read her mind thus preventing her anymore discomfort. ;)
Of course I would never say this to a customer, but at least it is fun to think it (as long as SHE hasn't taken mind reading classes!!)

I agree she is testing you and will only be a burden in the future if you give in. Sometimes it is not worth the aggravation when you do all you can and it still is not enough. Don't give in, charge for any re-do's and don't feel guilty about it.

Terri
 
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