Showing Fabrics in Customer Homes

[baileyuph]

In another thread there is becoming extensive discussion on upholsterers business relationship(s) with Decorators/Designer.

Just yesterday, I had a phone call, customer wanted an estimate to reupholster an older chair, the come to my home type free estimate.

I explained that we didn't give in home free estimates and reminded her that gas is more expensive these days and asked if she was guaranteeing me a job? 

The answer was as expected, she needed pricing to know what it would cost.  Further it was explained that if the chair was brought to my business, she could have a free estimate.  After that discussion, by golly, she showed up with her chair.  She explained that she was working with a designer, had her own material, gimp, fringe, and so on. 

The question was asked about her designer's charge and she said nothing, she was just helping her out.  With that the picture was forming, so I gave her a professional estimate, which made her eyes roll and drop. 

From the best I could gather about the transaction is, the designer was working for free, the materials were selected or purchased from one of the major discount chains and the customer wanted all that installed for less than a hundred bucks (my guess).

The customer told me she was a school teacher.  So, what is the bottom line or general take on this; did the school teacher just not have any respect for the trades or? 

From my standpoint, our policy of no free in home estimates won't be changed.   ;)

The obvious question is do business of our type still go and give free estimates, if so successfully, what  screening technique is used to protect yourself?  If something is free, consumers want a bunch of that. Don't you agree?

Doyle

[sofadoc]

The customer told me she was a school teacher.  So, what is the bottom line or general take on this; did the school teacher just not have any respect for the trades or? 

I don't think that it's from a lack of respect. I think many people simply have NO concept of what an upholstery job should cost. After all, the only thing they have to compare it with, is the cost of a new piece of furniture.
When they see a new sofa on sale for $899, they naturally assume that they can get their old one re-covered for 1/2 of that amount. It's logical thinking for the average "layman". When I see their "jaw drop", I'm not offended. I try to explain why the price is what it is, and then thank them for considering me.

I try to get out of "in-home" estimates as much as possible, but when I have no choice, I still do them for free.

Many people will bring the piece in for the estimate, and I'm giving a lot of "ballpark" estimates from e-mail photos now. Some just bring their digital camera in.

I weed out the "tire kickers" by giving them a general idea of pricing over the phone.

[ragtacker]

I almost always do free in-home estimates.  I find it a better sales tool to show the customer the sample books in their home with their colors and light.  That said, almost all my customers are self-selected:  they are either repeats or referrals from other happy customers.  (A happy customer is my best salesperson!)

(Obviously, I do furniture only)

[hidebound]

I agree with Sofadoc I believe it is out of a lack of understanding of prices and the labor involved.

My great grandfather was an upholsterer and my grandmothers brother took his shop over when I was very young, since we lived close by the shop I spent alot of time working in the shop until I was 14 or 15. So I had some exposure to the business.

It wasnt until about 9 months ago that I began trying my hand at the trade. I was shocked at the prices of fabric, foam and notions.

On top of that the time involved in some of the projects I have tried have further discouraged me, thinking I can never charge enough to pay myself a decent wage.

Being a newbie I can understand the "jaw dropped" effect as I am still picking my own jaw off the floor from time to time.

[mike802]

When I first went into business I did a lot of free in house estimates and also free pick up and delivery.  I found that it was costing me a bunch of money to offer this.  I could easily spend an average of 2 hours, loading up all my fabric samples into the van and heading out, hoping to find the customers house, (this was before cell phones or gps) and spending time with the customer hopping to make it worth my while, all the time my shop was closed, no customers could get in touch with me and no work was getting done.  I once spent 8 hours with a customer, yes I got the job for a swivel recliner, how much did I spend in time to get this 1 small job?  it just was not worth it. 

Today I avoid free in home estimates like the plague,  I will do a few for good repeat customers and it is always a good idea to state the cost in the estimate, but show it as deferred.  Today it is the same as yesterday, when I am out of the shop I cant meet with walkins, I cant talk on the phone and I cant get any work out the door, today I also charge for pick up and delivery.  I also no longer do in house repairs, it is just to difficult to know exactly what tools or hardware to bring and I end up making several trips back to the shop, it's just not worth the aggravation.

[sofadoc]

I could easily spend an average of 2 hours, loading up all my fabric samples into the van and heading out, hoping to find the customers house,

When I said that I do free estimates, I was thinking of a different type.
I will go to the customer's house, look at the furniture, and give them a labor & yardage estimate. THEN I leave them some sample books to look at, and I LEAVE.
I'm never there more than 5 minutes.
NO WAY am I going to sit there while they go through the sample books one page at a time.
I tell them to call in their selection. If they can't find anything they like, I tell them to leave the books on their doorstep, and I will pick them up and leave some more.
When I first started out in the business, I had a customer who would have me bring a dozen or more sample books to her home. She would flip through them one page at a time. She would make me hold EACH page against the carpet and drapes, and then bring the book back across the room to her so she could flip to the next page, and repeat the process.
Just like we said that customers have no concept of upholstery costs, they also have no concept of how valuable your time is.

[Cheryl]

They will learn very quickly if you CHARGE them for it, like EVERY other business does...

[Mojo]

I don't do furniture so living room estimates doesn't apply to me. But I do sometimes have to travel to the customers location to get measurements after I have taken a job.

I can pretty much hit the nail on the head with estimates on my solar screen work because it is cut and dried.
The same holds true for awning replacements on RV's. They are pretty much standard though I did get one yesterday that was an oddball.

I am now getting to the point where I now request pictures of other work that is a bit out of the ordinary. If something is completely out of the ordinary then I will visit the location of the RV. Thankfully most are close to my house.

I just got a request for a wonky job in Tampa and passed on it as I didn't want to drive down there and
give an estimate. It is a 100 mile round trip and I will be out of business if I make many trips like that, especially with gas being so high.

Chris