We take customer feedback very seriously here at Frame USA, whether that involves us replacing a faulty order, thanking a customer for their kind words about our services, or… drawing unicorns on a box?
That’s right–one of our more eccentric customers frequently asks for any number of random drawings on their packages, and our team has really had fun with this in the past (we can recall doodles of a dancing penguin and a mummy/pirate duo playing jump-rope).
This time, we had our customer service representative (and talented illustrator) Kelley Kombrinck create the box art for our customer. Needless to say, they were very impressed!
A more detailed view of the illustration. All because of a comment left in the “notes” section of our checkout process!
This time, the customer asked for an elephant to be drawn on the box. Again, Kelley delivered…
You can find our latest customer comments here, which is updated every 2-3 months.
It’s officially the one-year anniversary of our improved website! We’ve added a lot of great features over the last year to make FrameUSA.com your all-in-one art and frame shop on the internet. Today, we thought we would look at our year in review and show off all the features you may not have known about!
Our first order of business after we redesigned FrameUSA.com was to create a web app that shows off our Laser Engraving services. We were so proud of this product that we wanted to set it up first! Perfect for customers looking to buy anywhere from one to a thousand engraved frames, this feature allows you to select a font, frame, engraving plate and even an image that you would like engraved directly on the frame. Needless to say, this was a customer favorite.
Build A Frame
An online custom frame shop! How cool is that? We were especially excited to get this up and running, after having our customers request a service that allows them to visualize their finished frame product as opposed to simply ordering a custom frame and separate mats. To top it off, we allow our customers to upload their own artwork for us to print and frame for them! We also offer options for the customer to order and frame 3 mats from MatDesigners and any of our posters from our sister site, Posterservice.
Related Products and Accessories
Another feature we added was on each of our product pages – Related Products and Accessories. Along with the custom frames and volume order form tabs, Related Products and Accessories are there to make your experience far easier. From these tabs you can select a similar product or an accessory to your frame, such as a sawtooth hanger or wire hanging kit. The best part is, you can add any accessory you’d like and you never have to even leave the page! Simply select the quantity and click “add to cart”.
Redesigned Affiliate Websites
FrameUSA.com wasn’t the only website to undergo a great number of changes – we also added Posterservice.com, Matdesigners.com and FrameCloseouts.com into the mix! Now customers can add items from every website into their cart and check out everything at once! This also allowed us to incorporate Build A Frame into a powerful tool that lets the customer take advantage of all of our websites at once. Click on any of the tabs at the tob of the page on FrameUSA.com to visit them.
Looking Ahead with FrameUSA.com
What sorts of plans does Frame USA have in store for 2014? There’s been rumors swirling of mobile apps, new products, gift card features, video tutorials and more social content from around the office. Follow us on facebook to stay in the loop!
Until next time, keep calm and frame on!
Have you patronized a business only to walk away feeling less than happy with the service you received? Worse yet, have you left that business vowing to never return because the service was so poor? Face it, we all have had these experiences and it doesn’t bode well for business. At Frame USA, our culture is to create Raving Fans. What’s a Raving Fan you ask? A Raving Fan (according to the book Raving Fans authored by Ken Blanchard and Sheldon Bowles) is a customer that is more than just satisfied with services and products….they RAVE happily about them. Raving Fans return to a business not just because they are the lowest cost, or because the products are extraordinarily made; they return because they are thrilled with the service from the minute they view the company’s websites to the minute they receive their product. Not only that, these customers RAVE about the company and the service to all their friends and family so those people will want to see and experience it for themselves!
At Frame USA, creating Raving Fans is a part of our culture each and every day. This culture is instilled in every employee beginning their very first day in new-hire orientation to the company. We provide employees with the book Raving Fans to read so they obtain a better understanding of our company manta and culture.
The way we take care of our customers and vendors is mainly by listening to their needs and concerns and then quickly reacting. One of the ways we have recently created Raving Fans is by changing our shipping policy from 7-10 days to 5-7 days and in some instances shipping is free!!
The Raving Fan mantra isn’t just limited to our external customers and vendors. Employees are encouraged to create INTERNAL Raving Fans as well. Internal Raving Fans (our fellow employees) are just as important as our external customers in making this a successful business!
As we peruse the World Wide Web and dig around looking for references to Frame USA and picture frames, we have seen many questions and comments about the quality of picture frames from various manufacturers across the net.
We’ll say it again and again, and then one more time.. We are dedicated to creating raving fans of our frame products and our customer service.
Every manufacturer wants to have the highest quality product at the lowest prices with the highest number of satisfied customers. If that isn’t your goal, then why are you in business, right?
We are extremely proud of our products, but occasionally something slips through. This is true of any manufacturer, whether they produce purple glitter widgets or picture frames. What we want you to know is this — If you ever have any issue with an order from Frame USA, we want you to get in contact with us immediately and give us a chance to make it right.
What If My Frame Order Has An Issue?
CALL – 1.800.577.5920
You can call us at our toll free number anytime between 9-5 PM EST.
CHAT – Click Here To Chat via Text
You can talk with us via text based chat anytime between 9-5 PM EST.
EMAIL – [email protected]
You can contact us via email anytime, and we’ll get back to you by the next business day.