Opinions Wanted Unhappy Customer

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True Grumbler
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Dec 28, 2007
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Perth Australia
We had a customer call in with two items to be Framed, one an oil on board and a reproduction Monet print. The customer in question was sent in by his wife "to get these framed".
He was under instruction to choose a "Gold Moulding" for the Oil and for the repro, a White Frame with a "Pink" mat. I went through the whole process of showing the customer the range of Frames and Mats on display, asked the usual questions of where they will be positioned in the home etc. The customer chose the mat and frames, thanked me for my time and seemed extremely happy with what he had chosen and the final price.
After completeing the work and notifying the customer, he then called in to pick them up, looked at the items and was "blown away" by the finished work. He payed, thanked me again and went on his way.
3 days later we receive a phone call from the gentlmans wife, stating that "I am not happy with the colour of the mat used on the Monet". I indicated to her that if she was not happy with the colour, that I could change it for and for her to bring back the print and "we can have a look at it". At no stage was extra cost mentioned in the phone call. This time she came back with the print, and said straight out, that it is my responsibility as the Framer to make sure the colour is right for the print and that any rectification work will be at my expense. I indicated to her that I can only guide her as to what colours to use and that it was her Husband that chose the final colours, and maybe she should have been the one to bring in the items in the first place. Has anyone else had a scenario like this before, I would be grateful for advice.

Cheers, Barry
 
It has happened to me a couple of times. The worst one was a guy who came in and had a photo of himself and his girlfriend framed, apparently as a present for her. It was a fairly expensive job but he was happy with his choices and the price and took it away.

A week or so later he came back, or rather she came in dragging him and the photo along with her. Apparently, the frame was all wrong with their decor and the matt colours were not to her liking either. After half an hour of looking through samples she found a design which was right and he quite happily paid for my virtually redoing the job.

Two things got right up my nose about this:

The original design, while not exciting, was quite conventional and "safe" and should have been acceptable anywhere.

All the time she was talking down to him as though he was a naughty schoolboy who should have known better "see, this is the right colour...". I wouldn't have blamed him if he had smashed the frame over her head. That, in my humble opinion, is no way to treat someone who has given you an expensive and personal gift. I don't hold out much hope for their long-term future as a couple.

In your position if you have done your job correctly using the materials selected by the customer you have no legal or moral responsibility to change it cost-free if they change their minds.
 
crazyyyyyyy........

fed up to listen to this kind of incidents......not again!!! :vomit:

customer is not always right!!!!!!!!!!!!! some of the people think that being a `customer', we have to entertain them for what so ever!! next time you may ask them to sign on the confirmation sheet before they leave your shop.....
 
Anyone of us has had this happen more than once. It almost a no win situation. When a person comes in and says their spouse wants this and that is a big RED FLAG in my book. Everyone is 2nd guessing the spouse not there. I will ask if their spouse can come in, many times they are disabled and/or unable to come in. In those situations I will send the customer home with final samples to show their spouse. If the client seems to understand what he wants and seems to know what they are doing it's less of an issue.

As for what you presented here I would not let that spouse run over me. If she had been nice I would have done a replacement but told her this time only and she would be required to be here for any future selections yada-yada-yada... If she jumped my case about it she would might get diddley. Without being there it's really hard to say.

framer
 
Let's consider a similar scenario, but with a slight twist. If a customer made their selections, came to pick up their order and was not happy with how it looked, I would change the mat for nothing or perhaps for the cost of the mat alone.

In a case like this, I would start by explaining to the customer the reasons behind the choices, then compare her choices to the ones that had been used. Lots of people think they know what color or moulding they want, but when they see what REALLY looks good, they like it. Seeing how that white frame and pink mat looked next to the green forest photo might open her eyes - but it might not.

I'd say that mats are easy to fix, and fairly inexpensive compared to the cost of an unhappy customer's wife.
 
Yeah, been there and done that myself many times in my retail art/framing career.

The difference now is that, when a customer makes such a choice and then their significant other comes in to complain about it, I am looked down on as merely a framing employee who made a mistake, not someone who has over 20 years of professional framing experience, who had led their spouse in the design and selection of the mats and frame to best display and enhance their image, and who also has at least 5 times the business experience and background in retail framing sales that my boss has as an entrepreneur!! I usually always run any designs by my boss first just to make sure that we are both on the same page with the customer too. But, when the customer returns, I have to take the problem to my boss who has the ability to smooze these know-it-alls (maybe know-nothings would be more appropo) and talk them down from their high perch on the ladder of dissent. And she is a real pro at doing that too, BTW!! But, so many times, she will give away most of her profit to suit the customer's whims and wishes without ever seeing that she is being baited into giving that person a real bargain .......... at her expense!

I have to swallow my pride and bite my tongue at the same time and keep in mind that I have a duty to perform to my boss first and then to the customer.

And what the boss says is what the framer does and the customer gets.

In the end though, this whole concept of "but she might bring in alot of business for us later on", many times amounts to nothing more than a wishful pipe dream, in my opinion.
 
I've been hit with this a few times.

The only way i cope is by reassuring myself that things could always be worse. I could be the hen-pecked spouse.

And then I reorder the mats.

Eh, what are you going to do?
 
Thanks very much for the advice.

In a very polite way I reiterated the fact that her Husband was the one who chose the Mat. I then worked out a price to "Fix" the problem. Gave her the price, she was not happy at all, I played the bleeding, hurting, framer trying to earn a dollar trick and that the price was very reasonable. She reluctantly agreed. I doubt very much that we will ever see her again, you win some you lose some!

Thanks again all, for the advice.
 
I would have probably handled it much the way you did Barry. I would not agree to switch the mat out at no cost, but would offer to replace it at half the usual price which would include an unfit charge, new mat charge and a refit charge.

If this same customer pulled the same stunt again there would be no consideration whatsoever given and full fare would prevail.

Since there was no defect in your workmanship I have to ask, "Why should any custom framer be expected under this scenario to perform work for free???"

Her approach and lack of respect for your skills and craftsmanship in no way should make you lower yourself to her classless behavior. Even if you bent over backwards and gave her the shop she will still badmouth you. So forget about her extolling your virtues if you replaced it for free.

By the way ...you can only hope this customer never returns. She would be a problem customer forever and replacing the mat at no charge would only encourage her to mistreat you again.

Good riddance!
 
We have a satisfaction guarantee (and I think I've read that most of us here do also).... and that's what it means... if you're not satisfied, we'll fix it. Heck, what's a little matboard and a couple extra minutes to redo it for the lady. Maybe next time she won't trust her husband to make the color selections. Deep down, she knows what went down, help her save a little face.

It's all part of the game.
 
Steve...completely agree..that is how we would have ( and have ) handled it. we have a 100% satisfaction guarantee also.
 
I would change the mats, no charge, no problem.

Now I like this guarantee

A Big Picture Framing® store will be found in the very same shopping areas that you’re familiar with. Our expert framers will work with you to create a beautiful finished product. Our everyday prices are the lowest in the industry so you will never pay too much. In fact, we have a “lowest price guarantee”. Your project will be ready in a week, unless its’ needed sooner, in which case it will be completed when you want it, at no extra charge. As for whether you’ll love the finished product… Big Picture Framing® offers an unparalleled unconditional guarantee. It’s simple. You will be happy or we’ll make it right…forever!

Does this sound different? We believe our customers deserve it all; quality, design, price and speed …all guaranteed.

http://www.bigpictureframing.com/about/ourvision.html
 
JackBingham said:
I would change the mats, no charge, no problem.

Now I like this guarantee

A Big Picture Framing® store will be found in the very same shopping areas that you’re familiar with. Our expert framers will work with you to create a beautiful finished product. Our everyday prices are the lowest in the industry so you will never pay too much. In fact, we have a “lowest price guarantee”. Your project will be ready in a week, unless its’ needed sooner, in which case it will be completed when you want it, at no extra charge. As for whether you’ll love the finished product… Big Picture Framing® offers an unparalleled unconditional guarantee. It’s simple. You will be happy or we’ll make it right…forever!

Does this sound different? We believe our customers deserve it all; quality, design, price and speed …all guaranteed.

http://www.bigpictureframing.com/about/ourvision.html
Click to expand...

Jack--great web site, beautiful stores! I'll be in Boston this week and may drop by to see one.
 
I would change the mat at no cost 90% of the time for someone thats a repeat customer or someone that I think has the potential to become a regular. If I thought she would never use me again and she came in with an attitude I would charge her. Just my 2 cents.
 
Kirstie

It's not mine. I was just searching the internet one day and came accross it and haven't forgotten it. Let them know.

Jack
 
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