Richard Darling
SGF, Supreme Grumble Framer
I had a fascinating framing customer yesterday. Actually, it was three of them. Grandma, Mom, and 9 year old daughter.
Grandma bought a print of a horse for daughter's birthday. Came back with daughter for framing. As we started looking at mats, mom joined the group. I usually go through mat color groupings looking for good possibilities, putting all the selections out on the table so that they can be compared and evaluated. As I started putting samples out next to the print, with each one, Grandma and Mom would say, "no", or "I don't like that". I explained what I was doing, but the quick judgments continued, and they would pick up the samples they had decided against and put them to the side.
It gets worse. I finally managed to find about four colors they thought they liked, and had them on each corner of the print. Grandma said to the daughter, "Which one do you like?" Daughter pointed to the Magenta color. I told her what a good selection it was made because it complemented the reds in the print so nicely. Mom immediately said, "But you don't want to see the mat!" Magenta was removed as a possibility.
I felt really sorry for the little girl. I don't think she was really getting a choice in the matter. Grandma was paying for the framing, Mom was deciding what would look good with the color on her wall.
I was stunned and wasn't sure what else to do. We ended up with Crescent Amethyst (purple), which was ok, but didn't go with the print nearly as well as some other possibilities.
I'd love to hear some ideas from your experience for dealing with demanding customers who 1) quickly dismiss options and 2) railroad their children's selections.
Thanks.
Grandma bought a print of a horse for daughter's birthday. Came back with daughter for framing. As we started looking at mats, mom joined the group. I usually go through mat color groupings looking for good possibilities, putting all the selections out on the table so that they can be compared and evaluated. As I started putting samples out next to the print, with each one, Grandma and Mom would say, "no", or "I don't like that". I explained what I was doing, but the quick judgments continued, and they would pick up the samples they had decided against and put them to the side.
It gets worse. I finally managed to find about four colors they thought they liked, and had them on each corner of the print. Grandma said to the daughter, "Which one do you like?" Daughter pointed to the Magenta color. I told her what a good selection it was made because it complemented the reds in the print so nicely. Mom immediately said, "But you don't want to see the mat!" Magenta was removed as a possibility.
I felt really sorry for the little girl. I don't think she was really getting a choice in the matter. Grandma was paying for the framing, Mom was deciding what would look good with the color on her wall.
I was stunned and wasn't sure what else to do. We ended up with Crescent Amethyst (purple), which was ok, but didn't go with the print nearly as well as some other possibilities.
I'd love to hear some ideas from your experience for dealing with demanding customers who 1) quickly dismiss options and 2) railroad their children's selections.
Thanks.