It reflects well on us, but not on your art

There’s no feeling like knowing that you’ve made every customer happy all of the time. And this week, we had a particularly fantastic customer service experience that proved out two of the ways that Big Picture Framing does that – our lifetime guarantee on every custom frame job and the fact that we always show beautiful design options.
A couple of weeks ago, a customer who was new to us, brought in his prized Purdue basketball jersey. The framer helping him suggested a design involving two frames stacked together to create a shadow box and a suede mat. When it came time to talk about the glass, his options were conservation clear glass or Museum glass. They both protect against 99% of light that will harm the shirt, but the Museum glass has the virtue of
reflecting less than 1% of that light – practically glare free! The customer loved the great design, but like many of us he wanted to save some money if he could. Even tho’ we guarantee the lowest price on all of our custom materials, he chose to go with the conservation glass, which looks the same as your typical window glass. We explained that because of our design guarantee, if he ever wanted to upgrade to the non-glare option, he’d only have to pay the difference in the price of materials. It’d be just as if he’d gotten the Museum glass to begin with.
Three days after picking up his framed jersey, he called us asking if we meant what we said about changing out the glass. Of course! We had to laugh to ourselves because people often think our guarantee sounds too good to be true. Or that we won’t always honor it. But we like nothing better than making people happy with the work we do, no questions asked. Not only did we upgrade his glass, we did it in 24 hours so that he could have it back in time to bring good luck for a big game.
The proof is in the pudding, so in case you haven’t seen Museum glass in action, this job was a perfect example. A classic before & after scenario: the conservation clear is on the left and the newly installed Museum glass is on the right.