Have you ever struggled to understand what your customers want for their hand-crafted picture frames? Every customer has their own preferences and way of communicating, which can sometimes make managing custom orders feel overwhelming. Fortunately, there are simple ways to make the process smoother and improve communication.
Try these five tips to streamline your order-taking process, boost customer satisfaction, and deliver perfect picture frames just as customers imagined.
If your frame shop offers custom-crafted picture frame services, you need to make sure your customers can clearly communicate their vision to you. Offering consultations for custom frames is a great way to understand what each customer wants. It gives you a chance to ask the right questions and better plan for the project’s scope.
During a consultation, consider asking questions about the following details:
Artwork: What type of artwork does the customer want framed? What are its dimensions, and what is the subject or theme?
Style: What are the customer’s preferred frame styles? Do they have specific colors, materials, or finishes in mind? Do they want a stylized frame or something more minimalistic?
Environment: Where will the frame be displayed? What furniture, décor style, or color scheme will the frame fit in? Will the crafted picture frame be exposed to direct sunlight or a humid environment?
The answers to these questions can help you determine the materials you’ll need to craft the frame and accurately estimate the project’s costs.
After discussing the project details with your customer, you can begin offering advice on appropriate materials, frame styles, matting, borders, finishes, and anything else the custom-crafted picture frame will need.
Show your customers their options using samples and digital mockups to illustrate your advice and materials.
Visual samples: A visual sample is a physical example of the materials in your shop, like frame pieces, mat boards, or glass. Let customers see and touch these samples to help them get a better sense of what their custom frame could look like.
Digital mockups: Software like FrameVue lets you show virtual versions of the finished product with digital recreations of the custom frame’s materials. Customers can easily see and pick the perfect mix of materials, colors, and elements for their custom-crafted picture frame and visualize how it will look in their space.
Visual samples and mockups are a cost-effective way to help customers design the perfect custom frame. It allows you to fine-tune the design, save on prototyping costs, and reduce material waste.
Another important part of the consultation is providing your customer with an estimated timeline.
Although most customers understand that ordering a custom-crafted picture frame takes time, nobody likes unexpected delays. Upfront communication about each project’s timeline helps customers set realistic expectations, reducing misunderstandings or frustration.
Assess the scope: Every custom frame project is different. During the consultation, assess how complex the order is. Consider material availability, labor needs, special requests, and anything else that could impact the project’s timeline.
Offer a clear but realistic estimate: After you’ve got a solid understanding of the project details, give an accurate estimate of how long the whole project will take. Break down the timeline for each phase — design, material ordering, cutting, assembly, and inspection — so your customer fully understands the timeline.
No matter what the order is, always keep your customers in the loop. Let them know about progress, any material delays, or issues that come up. Clear communication builds trust and promotes transparency, improving the experience and increasing the chances they’ll return for repeat business.
Don’t hesitate to bring up budgeting and costs early into the consultation. Giving your customer an upfront estimate of the project costs helps them see how it fits with their budget and make any necessary adjustments to the design.
When discussing your customer’s custom frame project, take note of the types of materials, finishes, or features they need and why. For example, if a budget-conscious customer is considering a premium wood material due to its color or texture, you can suggest a less costly alternative with a similar aesthetic.
Offer a range of different options for each custom frame element. Discuss the pros and cons of each material and how they affect pricing so your customer can choose what works best for their needs. For instance, conservation-grade glass offers the best clarity but is typically much more expensive than standard non-glare glass or acrylic, which can still provide excellent visibility.
Providing several options makes it easier for customers to get a hand crafted frame they love that’s within their budget.
Once your customer has confirmed the project’s details, ask for an upfront deposit to cover the initial material costs. The deposit confirms the order, allowing you to start the project while securing the customer’s commitment.
In return, give your customer an order confirmation form digitally and/or on paper. This form should include the project’s complete details: frame type, materials, glass, matting, finishes, complete dimensions, total price, and expected timeline. Use a payment processing solution to accept deposits and create detailed order confirmations, making the process easier for you and your customer.
This approach helps avoid misunderstandings, builds trust, and, most importantly, protects you in case the customer backs out of the project.
Streamlining your order-taking process helps your shop create custom-crafted picture frames more efficiently. You’ll gain a clear understanding of what your customers are looking for so you can offer them a specific timeline, upfront pricing, and helpful tips to design a custom frame that fits their budget and needs.
Specialized point of sale (POS) software simplifies this process. LifeSaver is a framing point of sale solution that lets you mock up projects, showcase material options from vendors, take deposit payments through built-in payment processing, and track your customers’ preferences and purchase history.
Start your free trial today and discover how you can use LifeSaver’s POS solution to create a convenient custom ordering experience.