Work orders - Framer manual

Although all work starts and finishes with a work order, the work order form can also be used effectively in between as a guide.
Framers should not ignore the importance of these forms.

According to our statistics, the work order form (work order) is actually filled out by only 25% of framers, and the pertinent customer and framing information is often recorded on any nearby piece of paper, perhaps even the back of a stamp or picture.
Yet, if used effectively, the work order can be an effective organisational tool as well as presenting both an organised and professional image in front of customers.
Work orders may be done manually or by a computer, if the framer uses framing software. The key information that should be recorded on the work order is basically the same which includes:

•		Framer information. Store name, store address, and telephone number. If you are using pre-printed forms, use a rubber or embossed stamp to add the store address and phone number.
•		Customer information. Customer’s name, telephone number, and address. If the customer does not have a telephone, record the home address and request a contact telephone number, such as a business or friend’s number. With new customers, it is best to ask for a full address. (Note that some customers may not wish to provide this information.)
•		The description of the type of work (photography, diploma, puzzles, embroidery, etc.). This is especially valuable in the case of work research.
•		Frame information. The essential frame information should be clearly recorded on the work order including:

	-	Moulding. This may be the moulding code that is on the back of the corner sample exhibited in the store.
	-	Frame measurements. This is the internal measurement that is equal to the glass measurement, although it is always better to add an extra couple millimetres!
	-	Mountboard (type, colour, multiple mounts, or any added decorations). All applicable mountboard dimensions should be recorded. It is better to have the same person who will prepare the mountboard enter this information, but if this isn’t possible, it is necessary to accurately enter all the detailed measurements.
	-	Glass (non-glare, acrylic, regular, or none)
	-	Miscellaneous work. This may include gluing the picture to the support, needlework tension, fixative application, varnishing, cleaning, etc.

•	Price. Although this article does not specifically discuss price, it is worth mentioning the importance of communicating the price to the customer before starting work. This will avoid any future surprises or confrontations. The price should be clearly indicated on the work order, whether it is the actual price or just an estimate. If there is a discount, this discount should also be clearly indicated. The price may be itemised for each framing detail (moulding, mountboard, glass, labour, added work) or just a single total. Remember that when itemising, the framer runs the risk of forgetting an element.
•	Deposits. Our statistics show that very few framers ask for deposits, yet it would be a good business practise to implement.
•	The date the order was received.
•	The estimated date in which the work will be ready for pick-up. This date is very important, but the length of time promised is even more important. The recommended length of time for completion of one frame is one week. If it is any longer, the customer may forget about the order or lose the enthusiasm that he/she had when bringing the picture to be framed.
•	The customer’s point of contact. This is particularly useful if several salespeople interface with customers. If it is necessary to call, the customer should know the name of the person handling the order. Also, the person preparing the frame should know which salesperson is handling the order if any further explanation is needed.

Disclaimers or protection clauses
Some work orders contain clauses, usually written very small, stating the following, “After 6 months from the indicated pick-up date, the item) becomes the property of the framer” or, “We do not take responsibility for any possible theft or damage of any item) received from customers”.
These disclaimers have no legal importance, yet they are very irritating to the customer. Rather than printing these disclaimers, it may be better business to obtain an insurance policy covering theft and damage of property received from customers. The statement, “Items received from customers are insured against theft and damage” would certainly be more appreciated by the customer.
Also, it is not recommended to use phrases such as, “We kindly ask you to pick-up your order promptly” because it would be rather embarrassing if the customer came “promptly” and the order wasn’t ready.
An effective way to reduce future disputes is to add a clause at the bottom of the work order stating, “All claims and returned goods must be accompanied by this receipt (work order)”.
This way, the framer is protected from claims that may develop after a considerable amount of time, also it is unlikely that the customer will have saved the receipt.
Some framers ask customers to sign a statement confirming the work order. Although this may be advisable from a legal standpoint, it is not always appreciated by customers.

The presentation of the work order
How can the work order be best presented? It is imperative to give the impression of organisation and efficiency. Since the work order is a document that finishes in the hands of the customer, it is also a form of advertising for the framer.
When designing a work order, one of the first questions is whether to set-up the work order for one or more frames.
In the States, it is common to find a separate work order for every frame. PPFA, an association of American framers, provides pre-printed work orders set up for one frame. This type of form allows more space for entering frame information.
In addition, with a single frame form, the work order can follow the same frame during the whole framing process. The disadvantage of this method is that often more than one form is required for the same customer. In fact, the average number of items that a customer brings to be framed each time is about two, so there may be an additional cost in printing (or purchasing) additional forms.
An alternative is to use forms with space for three or four frames. Although this may reduce the amount of space to write, there is sufficient space to insert all the items or pictures brought from the same customer.
Another method is to use matrix forms which have a single row for every frame and a column for each frame element. Using this method, many frames may be inserted even if the space to write is very limited.
Another aspect to consider when designing the work order is the colour.
If a colour other than white is used, it may distinguish the work order from other various receipts typically found in wallets or handbags.
When a customer comes to pick-up the order, and he opens his wallet, you can easily say, “It is the green receipt, sir”.
There are two methods typically used for entering information on the work order:

•		Unstructured forms. These forms have ample blank space to enter all the frame information, instructions, and miscellaneous notes. This form allows greater flexibility in the description of the information, and is ideal for special or added work that is not easily standardised. However, it is not best-suited for inexperienced salespeople.
•		Structured forms. This type of form designates the various elements, and the salesperson must only check the appropriate box. Also, by providing simple guidelines, it is nearly impossible for less experienced salespeople to forget something in the design and pricing process. In addition, this method may be more efficient in shops where the work is performed by someone else (because it reduces the number of errors).

The order procedure
There should be three work order copies, yet this number may differ depending on the framer’s internal organisation.
The customer usually receives the original (although some framers prefer to keep the original, especially if it is easier to read). The second copy is for the store file.
And the last copy should be kept with the order.
Following are some effective procedures to organise your orders which may, of course, vary according to the type of organisation.
One recommended way is to keep orders on shelves (or in drawers) which are numbered and coded. The cut frames, waiting to be assembled, are kept on the same shelves. On the work order, a note is written indicating the shelf number. Then, the work order is filed by the pick-up date.
The order file may be set-up as a “tickler system” with a section for every day of the week, i.e. the first section contains all the orders to be ready by next Monday; the second section contains all the orders to be ready by next Tuesday, etc.
This works well assuming that the delivery period doesn’t exceed the seven day week. The order file should be set-up so that the customer’s name is visible and easy to find.
As the pick-up day approaches, it is necessary to prepare the order thus the order file can also help to organise and plan the volume of daily work to be done.
When the order is completed, it is temporarily stored on the “completed work” shelf. This may be the same shelf used during the work process; depending on the framer’s organisation.
The completed work order is then moved to another file, indicating that the frame is ready for pick-up. In the “pick-up” file, the orders can be alphabetised by customer name.
When the customer comes to pick-up his order, the filed work order indicates the shelf reference, and the order is easily provided to the customer.