Urgent Premium

Post by **John** » Tue 13 Jun, 2006 8:39 am

We have never charged extra for doing urgent jobs (same day/next day) as I have always believed that it is good PR.

However, now I'm of the opinion that it kind of devalues our services and gives the customer the impression that framing is rather easy.

What would be an appropriate premium to charge?

sarah · Post by **sarah** » Tue 13 Jun, 2006 11:04 am

I think that a charge should be made for a rush job.

An additional 10- 15% wouldn't be too much, especially at Christmas when some people come in at lunch time on Christmas eve wanting something done that day.

I have in the last two years put a sign in the window coming up to Christmas threatening the possibility of an extra charge for rush jobs, but never have the guts to carry it out. Season of good will and all that jazz.

markw · Post by **markw** » Tue 13 Jun, 2006 11:35 am

Depends - would be my answer - if I can fit it in and its no real problem, then no I wouldnt. If, on the other hand it meant that I had to stay on late - get in a special order etc, then yes I would charge more.
How many times have you rushed to get something finished only to find that your customers sense of urgency has diminished to the point where they forget to pick it up.

I have also had customers bring me in a small token of their appreciation for getting the job done on a tight schedule - always nice to be appreciated.

Dermot · Post by **Dermot** » Tue 13 Jun, 2006 12:08 pm

If I want to go to London from Dublin return tomorrow 14th with Air Lingus leaving at about 9.00am and returning at about 6.00pm it will cost me €395.69 including taxes…..doing the same journey next week on the 21st it will cost me €195.69 including taxes…..

Go figure rush service is a premium for most business….

Rgs

Dermot

markw · Post by **markw** » Tue 13 Jun, 2006 1:15 pm

Not sure I want to equate my business to an airline - Its just not the same - my customer has a wide choice of framers - most of those will oblige with a no charge fast turn round. I have often gained good customers by giving them what they need - and if I can do that easily then why charge extra. A friendly, obliging and positive attitude to customer service is our lifeblood. Most of the rushjobs I get in are forgotten birthday presents - I am quite happy to make sure that my customer has the item framed and if required gift wrapped - little more effort from me maybe - but I gaurentee that my service is recomended. Load the same gift even by a small amount and your service wont be viewed as positivley.
I am trying to imagine an airline sliding scale price format - you can have it later today sir for £300 - next month for £50 - we have a few spare ones that nobody wants - you can have those for a tenner each - No - I went figure - and it doesnt!

JFeig · Post by **JFeig** » Tue 13 Jun, 2006 1:49 pm

although an airline ticket might be totally different, we are fairly close (industry to industry) to the commercial art / advertising arena.

Printers, photographers, photo labs. commercial art studios all charge substancial "up charges" for speedy service beyond their normal delivery cycles.

As for my operation.... I have a sign in my street front window promoting "one day service". I do not charge extra. It is limited to availablility of time in my schedule and for reasonable quanities of basic services (not complicated jobs). Most shops use chop services and I stock. Therefore, I can set myself aside from all others.

absolute framing · Post by **absolute framing** » Tue 13 Jun, 2006 3:52 pm

It depends on who the customer is !

A very good regular who is badly stuck for a show or exhibition - once they use a stock item - NO CHARGE

otherwise 20% to 40% depending on the value of the order. ie : €15 order = 40% €150 = 20%

sometimes i find it's someone whose "regular framer" cant do the job or is too busy - especially around christmas. I usent to charge these customers extra, but now i do, coz they normally go back to "cheap" framer when they aint in a rush

Roboframer · Post by **Roboframer** » Tue 13 Jun, 2006 5:48 pm

We offer same day or even while-you- wait, at no extra charge - it brings in custom, pemiums don't.

If you are capable then why charge more for something you do all day anyway.

If it turns things upside down and means paying overtime etc etc, then that's different.

Not your average framer · Tue 13 Jun, 2006 9:45 pm

I don't charge extra, except where next day delivery charges for materials are involved. I think this is fair, but I don't take un-fair advantage, although if there's anything else to be ordered from that supplier and the delivery cost remains the same, I add it to the order and save the cost.
Cheers,
Mark

Roboframer · Post by **Roboframer** » Tue 13 Jun, 2006 10:26 pm

This is where reliable suppliers are worth their weight. I can do next day from moulding/mountboard (Very rarely mountboard) not in stock, and, with Arqadia, I can do that up until 4 pm! Most others are midday latest.

For Mountboard I can do SAME day if not in stock, because I have Euro Mouldings 6 miles away, who distribute Bainbridge.

But most that require that 'rush job' are happy to choose from what I have in stock - which is SHEDLOADS!!!!

sarah · Post by **sarah** » Wed 14 Jun, 2006 11:20 am

Roboframer wrote: why charge more for something you do all day anyway.

Because I'm a business not a charity!

I have said before that I believe that good framing is a skill, a craft, if we want customers to value our service, we need to let them know that it isn't something that be thown together in half an hour (whether it is or not).

Post by **John** » Wed 14 Jun, 2006 11:42 am

Tomorrow's scheduled Air Lingus Flight to London will occur whether or not Dermot is aboard.

It requires no extra work on the part of the company to include him on the manifest, yet it is universally accepted that poor Dermot must pay a premium.

Would our customers not equally accept that they pay a small additional charge for express service?

Roboframer · Post by **Roboframer** » Wed 14 Jun, 2006 9:23 pm

We all run our businesses differently, thank God!

I am geared to do same day service - it's no big deal and is not required that often. Sometimes someone will come in with something and when it comes to the last bit, when I ask "when would you like to collect it?"
They may say, "well - I'm away for 2 weeks from this afternoon - I was hoping to take this with me but it doesn't really matter"

Hang on - sounds like a job for RRRRROOOOOBBOOOOOFFFRRRAAAAAMMMEEEER !!!

And I do it, and get paid, and get paid well.

This is how I arrange my workload. I only have collection days on Tue, Thu & Sat (not that everyone religiously turns up on the collection date)

It has to be a pretty serious project to take more than a week.

If customers specify other days - fine, we just put them in with the earliest collection day before that.

Tuesdays jobs are done by Friday PM - I ponce about in a suit on Saturdays.

Thursdays jobs by Tuesday PM

Sat's Jobs by Thurs PM -

GENERALLY

I hate to be working on jobs for the next day.

But sometimes things go ballistic, sometimes a few 'projects' come in at the same time etc etc. This system GENERALLY leaves us the scope to do whatever we want, and a fast service GENERALLY at no extra charge - - definitely wins favour and repeat custom. No-one is GENERALLY queue - jumping.

If I NEED to charge - I will, and it won't be worked on a fixed percentage - it will be based on what I NEED to charge.

Good framing is indeed a skill, a craft, an ART even.

ROBOframing is that, and then some!

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