"So, how'd it come out?"

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jim_p

jim_p

SGF, Supreme Grumble Framer
Joined
Apr 8, 2007
Posts
2,151
Loc
Natick, MA
More than once I've called a customer to tell them their frame is ready, and they'd ask "So, how did it come out?"

Uh, how am I supposed to answer that kwestion? "Oh, it came out horrible. Absolutely wretched. You'd be better off putting this under the bed than on the wall!"

Does this happen to anyone else? How do you usually respond?
 
LMAO this happens to me all the time!!!!!!!!

I sometimes say " It looks sooooooooo good that the last person in wanted to buy it ! " MEANING...............get your butt in here and PAY ME!!!!!!!!! :D :thumbsup:
 
I often get that same question too, and I always respond in a positive manner. Something like... "It turned out great <fantastic, beautiful, etc.> - I'm sure you'll be very pleased with it."
 
When they ask that, they aren't expecting anything but a positive answer. Think of it as reaffirmation for them.

When you call or email them, it is time to be excited and tell them it came out even better than you imagined. You know they are going to be excited to see it. (That helps to get them in quickly)
 
I get that all the time also. I usually respond with, "How am I supposed to answer that question...." Then I add, "It looks like a million bucks and costs half that."
 
I tell them its amazing and they're going to love it.

Then I set the egg timer and wait for them to come.

:)
 
That question always amuses me too. Much as we may be tempted to reply sarcastically, I think JPaul has it exactly right. Building a sense of anticipation and excitement is part of the overall customer experience our business provides, and helps build long-term customer relationships. Plus, it gives us an opportunity to toot our own horn a little.
:popc: Rick
 
When I call a customer, I always tell them how great it looks before they ever ask. I want them so excited that they drop whatever they're doing to come in and pickup (and pay for) their order.
 
If they ask me that, I usually say something like:

Remember how we thought it was going to look good when we designed it? Well, it came out even better! That frame is perfect with the art!! I was even impressed!!
 
One person on the phone was pestering me to give the work even greater praise than simply “it looks great”, so I said that while I was working on it, someone offered to buy it.
 
..it looks so good we need to double the price...
 
For a returning customer I say, "I think we really outdid ourselves this time." For a new customer I usually gush a little bit about how nice it is before they ask. 90% of the time I leave a message and toot the horn a little. Pick ups are my favorite part of framing. I love when they say, "WOW!!!!!! You were right, that is the perfect frame!" Especially the "you were right" part, I love that.

On the rare occasions that I do take time off, I grill my employee about the customer's reaction to pickup. Now she knows to pay attention so she can give me the play by play. How high were their eyebrows? On a scale of one to ten, how peppy was their voice? And if they said anything complimentary, I want a verbatim recount. I love this job.
 
This would probably fare better under warped.......... People are looking
 
Ooooh, here's the answer!!!

"It looks so good, you should bring in a couple more pieces to frame when you come in to pick it up!"
 
I say most what everybody else does...positive feed-back...

BUT...

I do have my regulars who I know real well...I like to say things to them like...

"It looks like He11..!! WHAT were you thinking when you picked out this framing...??!! :p

Seriously...I have said this, but these are customers who have become friends also, and know I am giving them carp...LOL!
 
We have a pretty good long time customer who in his ill gotten youth had some work done by someone else.
Understand, we had never seen the framing, but it's something that he has referred too along the lines of "hmm I better not hang this near that old stuff, it will make it look even worse."

So right before Christmas, when I was covering the shop... I called about the Scotty picture being ready.... (I kind of figured it was a gift because he's a confirmed Airedale guy)
"So how does it look?" (he really meant, would "I" approve because Shar had done the designing. But I had told her about his concern and to 'butch up' a bit for him.)

"Well....." I dragged out so he could imagine the worst, "I think you're going to have to bring in all that old stuff... because now it's going to really look like carp."

He brought in 8 pieces, and said.... just do them up right. He loved the Scotty, and it was just butch enough for a Scotty and girly enough for his sister who the gift was for. In fact, knocked it out of the park were his words.
 
I don't mind that question at all, and honestly, a lot of times it does look even better than I could have imagined. I always tell the customer that, because it is what I honestly believe.

You know that the design is right, but you can still be amazed by the result.

" it turned out even better than I thought it would"
" I wouldn't mind if you never came to pick it up"
 
it's a PERFECT time to say something like "OF COURSE it came out beautifully.....we pride ourselves on doing nothing but excellent/beautiful work!!!!!!!!!"
Yor never want to miss the opportunity for a little self promotion! :thumbsup:

Oh, and did you remember to include a couple of your biz cards also????
 
There is also the oppertunity to stroke a customers good taste....

"Of course its gorgous, didn't we design this together?"
 
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