Andrew Lenz Jr.
Frequent Poster
A customer brought in a matted photo for framing. She picked out the frame and glass with our designer and we framed it up.
Customer comes in to pick it up but doesn't like the borders on the mat and asked us to measure it, and, sure enough, it was bottom weighted:
"It's not centered. I thought a frameshop would fix the mat if it was bad."
I explained that bottom weighting is common and that I typically bottom weight all of my own personal pictures.
She asked if we'd charge to fix it.
I explained that we'd probably give her a deal on basically redoing the entire order but it wouldn't be free since the mat had been provided.
She said, "So, if the mat had been crooked, you wouldn't have called me?"
I told her that of course we would have, but that bottom weighting on a mat is not unusual and the framers didn't think twice about simply framing up the matted photo as is.
I suggested that she should take it home and hang it up and see what she thinks once it's actually on her wall. She said she would but she asked me to call her with the price for redoing the order so that the mat is even.
That's where it sits.
Well. That didn't take long. She just called 15 minutes after she left. Still unhappy and bringing it back.
Customers . . .
Andrew
Customer comes in to pick it up but doesn't like the borders on the mat and asked us to measure it, and, sure enough, it was bottom weighted:
"It's not centered. I thought a frameshop would fix the mat if it was bad."
I explained that bottom weighting is common and that I typically bottom weight all of my own personal pictures.
She asked if we'd charge to fix it.
I explained that we'd probably give her a deal on basically redoing the entire order but it wouldn't be free since the mat had been provided.
She said, "So, if the mat had been crooked, you wouldn't have called me?"
I told her that of course we would have, but that bottom weighting on a mat is not unusual and the framers didn't think twice about simply framing up the matted photo as is.
I suggested that she should take it home and hang it up and see what she thinks once it's actually on her wall. She said she would but she asked me to call her with the price for redoing the order so that the mat is even.
That's where it sits.
Well. That didn't take long. She just called 15 minutes after she left. Still unhappy and bringing it back.
Customers . . .
Andrew