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Hi,
business has picked up recently with a quite a few calls coming through and I'm struggling with a couple of issues;
- turn around time, regardless of what the frame is I tend to quote 2 weeks to the customer, being eager to please but I think I'm creating a rod for my own back, what turn around time do you quote as standard ? I think I need a bit of breathing space and perhaps I should quote 3 as standard. What do you think ?
- customer appointments, if you work on an appointment basis i.e. not a shop/gallery, how do you manage your customer appointments ? I seem to be constantly interrupting framing jobs with visits and struggle to make progress with framing.
I'm not winging about interruptions by customers just need a few pointers on managing my time I think.
Thanks in advance,
Adam/Bagpuss
My real name is Adam Laver aka "Adam The Picture Framer", just in case you were unsure ; )
I also give a two week turn around, any more and I think people may consider going elsewhere and I wouldn't want to wait 3 weeks or more. I aim to have items ready in less than the two weeks but this allows me to order in mouldings as needed, I keep very little stock.
I too prefer customers to phone before hand and make a mutually convenient appointment but a lot don't realise I work from home so just turn up or want to come round in 15 minutes, I'll never turn any one away. I guess if you're a one man band it's even worse in a shop as people would very rarely phone before hand.
It is distracting having to deal with a customer half way through another job so I start early to get a couple of jobs done before 9:00, most punters don't come out before 09:30 or after 15:00
About two weeks is the norm for me, though I too try and get them done sooner if possible. Depends on other type of jobs that I have in. As I tend to do a lot of hand finishing, it’s easy sometimes to slot quicker jobs in between drying times etc. On the other hand, as a lot of my clients are known personally and often aren’t in any great rush for things, I too wait till I have several things on the go before ordering in stocks.
Unike Paul though, I don’t start early, preferring to work a bit later, till 6.30, which means that customers can call in after work. That seems to suit some people.
I quote 2 - 3 weeks if the customer is not in a hurry for the work and aim for most jobs to be done in 2. The problem comes with a customer being the only one to order from a particular supplier that week, so the extra week normally gets round that. I also offer a same day service for in stock items and will work to tighter deadlines as required. Nobody has walked out because I'm not quick enough (so far).
My standard turnaround is 1 week. Having a shop we get interrupted very often. If the customer is coming in for a chat, or a casual enquiry, then I talk to them as I work. If they are there to do business, then I stop and concentrate on them (until the phone rings).
If I know I haven't got something in stock, and maybe will not be ordering this week, then I will quote 10 days. But generally like to keep the turnover fast as it stops me getting lazy and putting jobs off!
The end of the following week is the norm for me, I measure everything on Fri/Sat and order on the Monday, I get on with the jobs that I have the materials in stock for and wait for the rest of the supplies to come in. I cut all the glass and backing board on Monday along with any moulding I have in stock, if need be I can do same day framing, if I have the materials in stock, but never while you wait service ( I don't want them to see how quick and easy it is ). I don't have appointments as I have a shop/workshop, I don't mind interruptions from people coming in to enquire about framing (I do mind interruption from cold selling on the phone ) I'm in the shop from 7.45am until 5pm each day.
Steve
Steve CEO GCF (020) Believed in Time Travel since 2035
Although I have a shop I am mostly on my own and the only solution I have found is to get up early and get the work done before the phone starts ringing and callers come in. Sometimes I am here around six in the morning and it is amazing how much you can do in those few hours. An hour before 10am is worth two after then.
Two weeks is my normal turn round as my main supplier delivers on a Friday afternoon which is a little inconvenient and leaves very little scope for getting much done for Saturday pickup.
Virtually all framing is done from stock. For a job requiring a non-stocked item we will "call when ready", and although we might give an estimate of when the job will complete, we emphasise that completion date is not guaranteed.
"A little learning is a dangerous thing"
(Also known as John, the current forum administrator)
Just recently I’ve discovered that my time management skills are not as honed as I often give myself credit for….*note to self, ‘Step into the real word’*.
I’m slowly becoming bogged down with framing orders and although I haven’t let anyone down yet, I’m quickly discovering that my IN TRAY is causing me a few headaches and long periods of isolation in the garage. This wasn’t helped when I drove a Stanley blade into my left index finger which subsequently became infected and stopped me framing for 10 days. Not yet being a full time framer and having a fairly stressful career in the Force, I have to force myself into the cold garage on an evening and separate myself from ‘Corry’ and the comfy sofa.
Obviously I don’t want to turn down work, as I’ll need to rely on my customers and my reputation when I do go full time, but truth is I can’t take much more work on without it effecting my health and my relationship. Currently I have about 30 bespoke frames to do, some of which involve medals and lacing, I manage to do 1 maybe 2 on an evening, and 10 on a weekend, so have around a 2 week turnaround.
The reason I chose this as a vocational career was owing to it having a creative output and the fact that I would no longer answer to a BOSS. The truth is, I’m slowly discovering that my Boss is now my customers…I never thought about that aspect of starting my own business…but you’re always accountable to someone.
In the short term, I may try putting up my prices a little to see if I can discourage FRIENDS from asking favours and may even ask the wife to forgo her ‘Corry’ to help me catch up (although I bet she insists that I put on the heater in the garage!!!).
My POS software is set to a two week turnaround, but it's rarely that. Most of this year it's been between three and seven weeks.
As a one man operation, new work coming in interrupts work, but is a necessity. Just have to deal with it. Often go several days without seeing anyone then there will be three separate lots of people come in within ten minutes.
I'm always up between 4:30 and 5:00 and am at work reasonable early. Close at 5:00pm and am usually worn out by then.
I enter jobs, as they come in, on day sheets until that day is full, then the next job goes onto the next day sheet. Each customer is given a date that I am aiming to have their job finished and I explain that this is an estimate. The only time of the year where people won't wait is now. For the past two weeks I have been fully booked up to Christmas and one person has had to go elsewhere. Elsewhere seems to be able to fit work in right up to Christmas, so I often wonder how much work they really have?
Thanks for all your comments, it seems like that 2 weeks is the norm, I guess I better get my act together.
Nigel Nobody wrote:I'm always up between 4:30 and 5:00 and am at work reasonable early. Close at 5:00pm and am usually worn out by then.
I was in the Workshop at 6.15am this morning and I thought that was going some ??!!
I'm now thinking about orders for Christmas, anything after the 1st December and I'll be telling the customer I can't guarentee completion by the 25th,
bah humbug !
thanks again,
Adam/Bagpuss
My real name is Adam Laver aka "Adam The Picture Framer", just in case you were unsure ; )
normally 2 weeks - some wait up to 4weeks - some get the finished job in a day or two ( depending on who it is and what the job is worth)
As for disturbances during the day - My door remains shut ( I work from home ) on a Wednesday and Friday so that work is not interrupted but I find that good old night shift works for me - not an early bird unfortunately.
(people who do ring the bell in vain on those two days invariably come back on an open day so there are really no "lost jobs" )
One week, keeps it fresh in the customers' minds. I've found that longer than that means more chasing for collection, something I rarely have to do.
3 of us can take the orders and two of those 3 (me and 'Joe') make them with assistance from the third (Pat) when required, which isn't often as us two really do like our daily dose of Eric & Clive Live and our farting competitions. 5 of us can deal with collections but that's usually down to the 3 not doing the making.
There's always outstanding stuff due to supplier stock problems and errors though, and phoning the customers to advise their order cannot be completed on time and then again when it is completed really runs up the phone bill. Then again we have not got a broadband/whatever package deal giving free calls - needs looking at.
I've just read through this thread again, and noticed Adam's reference to time management in his original thread.
I think it is bad time management to take any longer than necessary fulfilling a job for a customer. As Robo said, they are less likely to pick it up promptly if you have taken 3 or 4 weeks to do it. They are less likely to pay up front without at least a 'definite estimate' of an EARLY completion date. There is much more storage space required for 3 or 4 weeks worth of work, and accurate administration, as you will be less likely to remember what was finally agreed with the customer, if it is not accurately described on your docket. Not to mention, of course that your cash-flow is damaged by having work in your system, rather than the money in your bank account.
Having said that, the main problem for most of us is getting the right stock in for each customer, on time, without incurring huge delivery charges. You can mitigate this by rationalising your suppliers, and by keeping a little bit more in stock (cheaper than having 3 or 4 weeks worth of framing in the system). But there comes a time when you just have to place the order, and pay the delivery - make sure the price you charge is high enough to cover this.
My main concern, as usual, is how the customer views it. We live in an 'instant' society. (You want pizza? Get on the internet, its at your door in 25 mins). I think that you will put customers off if you quote more than a week (or perhaps 2), and since a normal framing job can be completed in 20 or 30 mins, I dont see why I should (as a customer) wait 3 weeks for it.
Back to my original point - Time Management - The less of a backlog you have, then the more efficient you can be. If you've been in business for years and years, and are gradually getting behind with your framing, then that is understandable, but you should take less on, or take on an assistant. If you are new, and trying to build a business - put the customer first, and your business will grow, put yourself first, and the customers won't show.
Jim,
I think there are a few sweeping statements there, that may not be appropriate for every business model.
In my case, if I have two weeks fully booked and more customers come in wanting framing are you advocating that I don't take their work?
I have no intention of employing anyone, because the costs involved and the necessary compliances with many absurd legislations for employing someone in this country are beyond my capability to deal with.
If my customers are prepared to wait, they wait. If they are not prepared to wait, they are free to go elsewhere.
I always give my customer a printed sheet with the cost of the framing, receipted with their deposit and a due date. I explain that there is always a possibility of a delay, but if they have an urgent need for it to be completed on a certain day, that's when they get it.
Having work in my system is no detriment to my cash flow normally, because I can only complete a certain amount of work each week, every week so my average takings each week is the same.
I order required stock (that I don't already have in stock) straight from my job sheets, every second monday normally. Occasionally make a mistake and have to place an extra order, but I'm only human.
I'm not sure how time management would help me to get 5 or 7 weeks work done in a week or even a fortnight as well as deal with new work coming in, dumping the rubbish in the dumpster, etc. If you have a solution to this apart from employing someone, I would love to know about it.
Just trying to point out that not every business is the same and not every person who has a business is the same.
Nov 6th Gave my local framer a small simple job. Use stock black mat and stock black mdg. You choose, you know me!
Told him " I am away now until Nov 23rd"
Framer .... " Oh it should be ready when you get back "
Wed 24th - phone to ask if ready ...... " We are in a meeting. We will phone you back " They didn't
Now Fri 26th - still nothing
If I looked after my customers the way some framers look after theirs I would be out of business long time ago !
I wrote an article many years ago about FANN - a Madrid framer who does " While you wait framing" - free coffee and magazines in basement - or go shopping and call back later.
30 minutes when quiet, 1 hour when busy http://www.fann.es/ - (Switch to English top rt corner)
See they now have 4 shops in Madrid. So doing framing in 30 minutes must have become even more popular.
Because I detest being treated in this way myself, when customers expresses concern about whether or not their job will be ready on time, we tell them that if it is not ready when we say it will be, then the framing will be free of charge.
We have now been framing for over 20 years, and so far have not had to give away any framing due to lateness.
"A little learning is a dangerous thing"
(Also known as John, the current forum administrator)
just need a few pointers on managing my time I think.
). I don't have appointments as I have a shop/workshop, I don't mind interruptions from people coming in to enquire about framing (I 
) I'm in the shop from 7.45am until 5pm each day.
