Andrew Lenz Jr.
Frequent Poster
I wasn't at work today (wow, a day off!), but the staff called me---as I tell them to do if we ever get any unhappy customer.
A woman came in to pick up an order placed by her husband. The items to be framed were a series of small silver wire pieces bent into artistic shapes. I remember the order being placed, the staff had called me from my office to consult on the design. We talked about different colored backgrounds and opted for black to get the most contrast with the silver wire. It's a classic shadowbox look for reflective metal objects. The customer (husband) was happy with the design, we were happy with the design.
The order was completed and the wife came in today and angrily says it "looks dingy" and that we were negligent in allowing her husband to agree to such a combination. The staff told the woman that I'd give her a call back on Monday. (Lucky me, right?)
In my decades of experience, there is nothing wrong with the design. It is more or less exactly how I'd frame such a thing for my own house.
Obviously, there are a number of ways to handle this:
- "We'll reframe it for you for free."
- "While we feel that it's not our fault, we'll split the cost of reframing it with you."
- "You husband agreed to this design, we fulfilled our obligation and any further changes need to be paid in full."
- "Your husband placed the order, we can ONLY deal with the person who placed the order, we need to speak to him." (Hoping that he'll be reasonable and know that what we did was exactly what he wanted.)
How would YOU handle this situation?
Also, aside from introducing a color, I don't see a lot of good options for background colors. On white or light colors, the silver will disappear. We could use dark gray, but same "dingy" problem. Adding color (blue, green, red, etc.) is a whole different level of complexity and might clash with the home's color scheme.
Customers . . . *sigh*
Andrew
A woman came in to pick up an order placed by her husband. The items to be framed were a series of small silver wire pieces bent into artistic shapes. I remember the order being placed, the staff had called me from my office to consult on the design. We talked about different colored backgrounds and opted for black to get the most contrast with the silver wire. It's a classic shadowbox look for reflective metal objects. The customer (husband) was happy with the design, we were happy with the design.
The order was completed and the wife came in today and angrily says it "looks dingy" and that we were negligent in allowing her husband to agree to such a combination. The staff told the woman that I'd give her a call back on Monday. (Lucky me, right?)
In my decades of experience, there is nothing wrong with the design. It is more or less exactly how I'd frame such a thing for my own house.
Obviously, there are a number of ways to handle this:
- "We'll reframe it for you for free."
- "While we feel that it's not our fault, we'll split the cost of reframing it with you."
- "You husband agreed to this design, we fulfilled our obligation and any further changes need to be paid in full."
- "Your husband placed the order, we can ONLY deal with the person who placed the order, we need to speak to him." (Hoping that he'll be reasonable and know that what we did was exactly what he wanted.)
How would YOU handle this situation?
Also, aside from introducing a color, I don't see a lot of good options for background colors. On white or light colors, the silver will disappear. We could use dark gray, but same "dingy" problem. Adding color (blue, green, red, etc.) is a whole different level of complexity and might clash with the home's color scheme.
Customers . . . *sigh*
Andrew
