What policies or info do have posted for customers?

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piper

CGF II, Certified Grumble Framer Level 2
Joined
Aug 4, 2007
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209
I only have a couple posted in my store.

1. Average 2 week turnaround time.
2. Same day service on in stock items.
3. No refunds, store credit only. (I have this posted but have yet to enforce it, people don't care that it's posted or I put money out for something already, they just want their money back because they changed their mind)

Recently someone was very upset that the frame did not match the sample. It was a slight difference but to her is was "completely different". I'm wondering if I should post something about the samples being close representations of moulding ordered. Does anyone have anything else posted they feel is beneficial for business?
 
On the Roma samples because many of them are hand finished, there is a label on the back of each sample explaining that the finish may vary.
Sometimes if a finish is way off I will modify it to more closely match the sample, but it is rarely an issue with most of the vendors that I use.
 
I have posted our pickup policy (90 days), after which work is considered to be abandoned. I've also posted our rental, layaway, and "items taken on approval" policies.

I tend to caution the picky people about possible color variations in mouldings before they buy, but I've had 2 not like the end product. We got a different moulding for each of them and ate the cost of the first ones.
 
I have posted / no refunds on custom orders or unclaimed layaways.I do not refund simply because someone changes their mind.I also have posted all orders not picked up in thirty days will be charged a storage fee.Also you will want to have a returned check policy posted.
 
No postings.
 
piper said:
Recently someone was very upset that the frame did not match the sample. It was a slight difference but to her is was "completely different". I'm wondering if I should post something about the samples being close representations of moulding ordered. Does anyone have anything else posted they feel is beneficial for business?
Click to expand...

I wouldn't post this. It's not that common, and a customer might think that anything he chose might come looking different and he had no choice in the matter.

Store policies:
Deposit required on all custom orders.
We do not take frames in on trade or consignment.
All accounts are COD unless previously approved net 30.
 
I often think a sign would be a good idea for some policies but am wary of creating an unfriendly feeling in the shop.

Perhaps a F.A.Q. board would be a little friendlier.
 
Return policies MUST BE posted in a visible spot, by law in most states.

My signs says...

The Fine Print
All orders are done on a "First come, First serve basis"
Discounts excludes fitting and labor charges
Discounts exclude "RUSH" orders or any order not done on the "First come. First serve basis"
We are not responsible for items left over 30 days from the time of completion.

Your satisfaction is guaranteed, however due to the nature of custom framing all orders are non refundable.
 
One of the beauties of being the boss is being able to negotiate waters as you see fit. Outside of what is required by law, why would you post anything? Maybe I desire to give a refund on monday but not on tuesday?

As I think about where I commonly see these kinds of things formally posted, I can recognize a trend. I see them in video rental places. I saw some thing morning at the Jiffy Lube. One whole sign there said "When paying with check please have ID ready". Apparently asking for an ID is much to daunting? As businesses move up the social hierarchy, I think I tend to see these types of signs less and less. Plus most people don't read them so why junk up the place?
 
We don't have anything posted in the shop,
but I do think they're something on the bottom
of our receipt. Just can't recall what it says.

When there's a frame that might come in differently
than our sample, I get in a 3" chip to show the customer
current stock. Companies that send such chips free of
charge are dear to my heart. I do this about once a month,
and it helps to avoid such disappointments. Granted, on
occasion, the stock still varies from the sample and chip,
but most times it's right on.
 
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