Every employee helps create an inviting retail experience for customers

To run a successful custom frame shop, you need outstanding customer service. My mantra is that your company is only as good as your worst employee, so you have to be sure every employee has a customer-focused attitude. Hire the best people, making sure they have an enthusiasm for customer service and custom framing. Offer training for all new hires to educate them on the importance each customer has on the company’s bottom line, and their jobs. This includes receptionists and mat cutters who are just as important as sales staff to ensure clients receive a great experience at every level of your store.

Make sure all your employees are delivering the highest quality of customer service with these eight simple steps.

Make Your Customers Feel Welcome - Greet Everyone

Welcome all customers with a smile and ask how you may help them. If you’re with another customer, still say hello and promise to be with them shortly. This seems simple enough, but it has been said that people make a first impression within 15-30 seconds so initial politeness and consideration are very important and help create a welcoming environment.

Disregard Preconceived Notions

We’ve all heard a new client start off with “I’m not looking to pay much”, but don’t let this discourage you. Cost should not limit your creativity. They may only be framing a kid’s poster today, but if they have an enjoyable experience they will become a repeat customer.

Truly Listen

Creating a custom, personal piece requires collaboration. While your job is to be the custom framing expert, the customer should have a say in the end result. Engage your client in the process and remind them that this is something special and unique for their home. Work to discover their color and style preferences because involving them will help build the relationship, and relationships lead to loyal customers and referrals.

Present Options

Don’t oversell and bore customers with your knowledge of product offerings. Listen to them and show your enthusiasm about custom framing by presenting them with the most appropriate choices.

Uphold Quality Standards

Selling the highest quality products is a form of customer service. Make sure you don’t compromise your work by using damaged product, even if it is a minor scratch on a frame. It’s a disservice to your store and your customer to not tell them about RagMat and other high quality products that help protect their artwork.

Offer Customer Solutions

If the customer seems dissatisfied with their piece, don’t try to sell them on it. Instead, encourage a discussion about the piece to determine what the customer envisioned. Offer solutions, and in some cases even suggest reworking the piece. Customers don’t usually complain, they just don’t come back. Remind them that you aren’t satisfied until they are satisfied.

Maintain a Professional Workspace

As a professional, you should strive to have a presentable work environment. Keep food and beverages away from your workspace and keep it orderly. Install proper lighting above your table so customers can see their piece and matboard colors correctly.

Ask for Feedback

When you present a piece, ask the customer how they like it. I encourage you to give them a call to check in with them a few weeks after they have their order to see how they are enjoying their piece. Customer satisfaction is critical and communicating with the customer at all steps of process will build a great relationship.