Here are some frequently asked questions, in order to help you better understand the impact COVID-19 is having on the way Dovetail Framing operates.
What are you doing to keep customers safe?
Customer safety is my number one priority. I have carried out a risk assessment, focusing particularly on customer contact. Hand sanitiser will be available and used before every consultation. Social distancing will be observed and sample handling by customers will be prevented. Gloves will be worn and surfaces and samples cleaned after each appointment. While order forms will still be completed, customers will not be asked to sign to confirm orders. On occasions I may wear a face covering, although evidence that it makes a significant difference to transmission is weak and is no substitute for good hygiene measures. Customers may choose to use face coverings themselves if they wish although this will not be insisted on. I am more than happy to wear a face covering if it makes a customer feel more comfortable.
What sort of appointments will you be offering?
Although my business has always been run on a home visit basis, the current crisis means that this will not always be possible for a while. There will be widely differing attitudes to risk out there, and so I’ve devised a range of options to ensure that everyone can take advantage of the service in a way they’re comfortable with.
I will be offering the following service options on a strictly appointment only basis :
– Personal visit to my workshop – my preferred option, as it will be straightforward to offer a face-to-face, socially distanced consultation. A maximum of two people from the same household will be allowed at any time. A full range of samples will be on show, and adequate time will be available for you to make a considered choice. Finished work can either be collected from the workshop or delivered to your home address.
– Contact free delivery and collection at the workshop which will involve customers leaving items to be framed in a safe place outside the workshop. Framing choices and pricing will be communicated via e-mail or WhatsApp and finished work left for collection once contactless payment has been received.
– Contact free collection and delivery at the customer’s home where the work to be framed is left in a safe place such as a porch or garage. Framing choices and pricing is agreed via e-mail or WhatsApp and delivered back once contactless payment has been received.
– Face to face consultation in your home or studio provided that nobody at the address is showing COVID-19 symptoms, has a family member who is shielding or has a household member who is otherwise vulnerable. The visit will only be possible if an appropriate level of social distancing can be maintained.
How do I book an appointment?
Please ring on 01794 341274 or e-mail at firstname.lastname@example.org. When you contact me we will be able to discuss what type of appointment best suits your needs and make arrangements that are comfortable for you.
I would rather not meet in person at the moment. How can I be sure I will be happy with the finished work?
In many cases, I’ve been dealing with customers for so long that I have a good idea of what they’re likely to want, and many will be happy to leave the design choice to me.
Others will want to be more involved in the choices of mount and frame. Provided I have the artwork, it is relatively straightforward to suggest choices, take photographs and send them to the customer by e-mail or text message and keep bouncing ideas backwards and forwards until the customer is happy with the result. I am unable to carry out design work without having the artwork in front of me.
When carrying out consultations, I have always promised customers that if they are not happy with the finished result, I ‘ll change it free of charge. In over five years I’ve never had to do so, but the guarantee still applies.
Will you be making any changes to your payment arrangements?
For a limited period, I would appreciate it if where possible you could avoid paying in cash or cheque, but instead use one of the following contact-free payment methods: BACS Transfer, Remote Credit Card Payment, ApplePay
Please note that any completed work that will be collected or delivered without contact with the customer will need to be paid for before the collection or delivery takes place. This does not affect your statutory rights and my no-quibble guarantee remains valid.
I had an order placed with you prior to lockdown – how will this be dealt with?
There are a very limited number of items that were still awaiting completion prior to lockdown. My aim is to have these completed and ready for delivery in the week commencing 15th June. I will contact each customer to understand their wishes and deliver these in a way that suits them best.