Upholstery Business Management

Starting into the upholstery business involves so much more than just having the upholstery skills. Without proper management and record keeping an upholstery business can easily get off track and fail. Hard work is not enough. A successful upholstery businessman must know how to set up his shop, work with clients, order the correct supplies, have all the right tools, know how to successfully advertise, and a whole host of other things.

 

See the menu below and at the side

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Advertising

Below are some links to pages about advertising

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Advertising in the Yellow Pages

Winters Yellow Pages

A lot of upholsterers don't advertise in the yellow pages, but only have a one line listing. I can certainly relate to having struggles with advertising in the phone books. However, I've changed the way that I do my advertising with them. I give the phone directory companies my ads laid out exactly as I want them. Since some of my "hobbies" are desktop publishing (and I've also done a little typesetting), photography, and art, for the last few years I've been designing my own yellow pages ads.

 

Self-Designed Yellow Pages Display Ads

Winters Yellow PagesI design the ads and give a print out of exactly how I want it done. First, I usually review what I said in last year's ad, and make any changes. Beside editing the text, we all went down to the portrait studio for pictures, we all wore white so that the text would show up against our clothes. They took a number of pictures and we picked out which one we liked best. Then, after I got the picture, I scanned it into our computer, worked with it to make it acceptable for the ad. Since the picture the portrait that we liked best was a close up with almost no background, I greatly enlarged the tiny plain light background so the the background would cover the entire area of the ad. Because shadows of the picture, and my daughter's long hair, would make the overlaying text hard to read, I lightened all those areas on the picture. when I was finished with the alterations to the picture, then I sent this digital picture to Transwestern, along with a page of layout instructions, shown here: [Our Layout Instructions|http://www.winterssewing.com/uph trade/Regional ad 2004-2005- Last sample.pdf]

Two Telephone Directories:

I deal with two telephone companies, Qwest Dex (now just DEX) and Transwestern Publishing (which puts out the Regional phone Book.)

  1. Qwest: I enjoy dealing with Qwest, they act very professional, such as returning my phone calls, giving me proofs well in time to make corrections. My one dissappointment is that they are so spendy (now close to $140 per month for a 1/16 page display ad).
  2. Transwestern: On the other hand, with Transwestern, I've not had as good of interactions; we've had lots of frustrations with them every year. I won't go into the details, but, even with our challenges with them, we decided to go ahead and to continue advertising with them because; The recipients of the telephone books don't see our frustrations, they only see the finished telephone directory. They are using it to find a desired service or product. We decide that it would probably hurt us if we were not in it. Transwestern is the "new guy in town"(been town only about 5 or 6 years now). Consequently, their display ads are a larger size, and yet cost only a little over half of what Qwest DEX charges. Since each of the two phone books come out at different times of the year, we figured that when each phone book comes out, many of the people may throw away "the old phone book", even though it is the other company's phone book. Then the client would have thrown away the telephone directory containing our ad. The challenge of seeing the results of the ad copy that I give them causes me to be more specific and detailed, showing exactly how I want the ad to look. An example of this can be found at the hyperlink at the end of paragraph 2.) above, and, happily the resulting add can be seen using the hyperlink at the end of paragraph 4. a.) below.
  3. A Surprise: Now, a delightful surprise for us. As I was writing out this message, I looked for an online version of our ad and found that a copy of our add, that will be in the new Regional telephone directory, is online (for which we had not received a proof). Actually, I think that this time our ad turned out pretty good.  We usually get fairly good results with the yellow pages. This is the first year that it will have a website address (since this is the first year we had a website.)

Advertising Helps: At the time this article was written, we'd only been in Salem about 10 years, the first two or three years we were doing mostly just work for decorators. Those were a couple of very financially tight years; we didn't get enough work from decorators to really support us, but it was enough to just scrape by. We finally decided to advertise in the local newspaper (it comes out once a month with a distribution of about 10,000 to our section of town) We put a display ad, similar to the above on the yellow pages link. We also decided to advertise in the yellow pages. Since we have been advertising regularly we have found that it makes a definite difference in the amount of business that we get. So, consequenty, I'm in favor of advertising in the yellow pages. It works for us.

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Business Signs

Signs are a very important part of your advertising. However, you need to make sure that your desired sign is legal.

The Type Style.

The basic rule for making signs: make it EASILY readible. This rule comes first.

Some business owners like to have fancy typestyles. Be careful of this. Go back to the first rule "Easily Readible."

A Business Sign at Your Home?

If you are working out of your home, then you may not be legally allowed to put up a business sign of any type. In this case, it is very helpful if your business name starts with your last name. For example, our last name is Winters. Our business name is Winters Sewing. Since our shop is in our garage in a residential neighborhood, we are not allowed to have a business sign. However, you generally can put up a sign with your name on it. Go to the city and find out what the largest size sign you are allowed to display. Then put your name on a the largest sized sign your are allowed and display it somewhere out front where potential clients may readily see it.

Signs on your Vehicle

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Making Your Own Upholstery Website

Have you thought about making a website for your upholstery business? Having your own website is extremely rewarding. However, be forewarned, making a decent website takes a lot of work. It doesn't go up by itself.

Will Your Website Get Noticed?

Before I get started, I want to make one extremely important point. If you want someone to see and value your website you need value it yourself. You need to take an active interest in it and keep working on it. If you only put up a few pages and call it good, perhaps no one will ever see it. And it they do see it, what will they see, a few pages with not muc on them? Several business that I know put up small websites of only a few pages, and then complained that they didn't get any business from their website.

Will Your Website Be Valuable to the Visitors?

If you genuinely take the time and make the continued effort to make your website valuable to your visitors, your website will also be valuable to the search engines. Yes, keywords can help. But what's the point of adding keywords, or even paying a "per-click" to get search engines to send visitors to your website if there is not much of value to see? For more about this, go to: Make Your Website Valuable (to your Visitors).

Learned By Experience

By contrast, on our own upholstery business website, Winters Sewing, we've put well over a hundred and fifty pages over a period of 6 to 8 years. I am frequently adding new pages, or updating old pages. On the website we have Upholstery pictures and slideshows, Slipcover pictures and slideshows, Upholstery Labor Price Lists, Fabric Samples from over ten fabric companies shown online, Information on ordering RV cushion covers, both online and locally AND  all types of other upholstery information. I get a lot of requests for estimates from the website. As I write out the information for the estimate responses, I often add much of that information to the website. All this continued work on the website makes it valuablel to us, to the clients, and to the Google search engines. Our business website is the first listing on Google when you do a search for "upholstery Salem Oregon". Much of that I'm sure is the result of all the information that is continually being added to it.

When Should You Publish Your Website?

Many people take the approach of trying to write of their webpages and get it all perfect before they publish their website. This way their website looks nice from the start. (One of the problems is that the website can be delayed for weeks or months, or even years, until everything is "perfect") By contrast, I don't wait to get my website perfect. I just publish each page as I get some usabel content on it. I don't try to get each page perfect before I put them on the website. My websites are never finished. Each page of the website is never finished, I try to keep improving them. Whenever I get a thought, I add it to one of the pages on the website. I keep working on them month after month, year after year. And the websites keep growing, and growing.

How Should You Make Your Website?

To make your own website, here are some of your possible choices:

  1. Pay someone to make your website. If you are not very proficient working with computers, this is a good way to get your website up and running quickly. The drawbacks are the it can be costly (several hundred to many thousands dollars) to have a simple to a nice website built. Caution: If you have someone else make your website, have a professional do it. I've heard too many stories of someone having a high school or college computer student to do the website, and it took many months and it still wasn't done.
  2. Sign up for a free website. Wordpress and Google sites are but two examples. See details below.
  3. Get a ready-made website package that has the structure already built. There are a number of places where the website framework is already up (both free and paid). You just fill in the text that you want and add some pictures. This is a quick inexpensive way to get your website up quickly. However, this requires you to do everything, it will only get done quickly if you make it a priority and do it quickly. The drawbacks are you are usually limited to how much you can put on it,  or what you can do with it. It is a great choice for those who want to keep the cost down, and have limited computer skills.
  4. Get a website host that has ready-made templates OR CMS software that installs on the your website.You decide which free CMS or other software you want to use on your website. There is an automated website installation process that makes it relatively easy to install the software of your choice. This is a choice widely used by many types of companies. This is more suited to those who have a proficient knowledge of computer. This is the choice I used to put up this website and my other websites.
  5. Use a Website Software. You create a website on your computer. When you are ready, just publish it to your website host. See more info below.
  6. Use An Open Source CMS. CMS means Content Management System. This is a software that installs on your website host account. After it is installed, you can enter enter the text and pictures from any computer. This website, where you are reading this, is Drupal, a CMS software. See more info below.
  7. Just buy website space and build/program all of your website from scratch. This is mainly suited for those who are proficient in computer programming and HTML.

Set It Up To Be Easy

A Quick Definition: "Easy" means you know how to do it well. The method or the type of website software is not nearly as important as you taking the time to set up your website and study it out so that you know how to do it well. Do what makes sense to you. Your method of data entry or your preferred type of website software may be completely different than mine.

I strongly recommend setting up your website so that you can quickly, easily, and repeatedly enter information on a frequent basis. I find that the best type of website software for me is the type where I can on the Internet directly to the page that needs correcting or additional information. I have my computer set up to automatically enter the log on information (user name and password). Then all I have to do is click on the "Edit" link and quickly add or change the information. When I'm done I click on the Save (or Submit) button and I'm done. If you have to go through a lot of headache just to enter information, you probably won't do it.

My personal choice and recommendation is CMS software that installs on your website host.

What Is A Website Used For?

A Repository of Information

For one thing, I use a website to tell clients everything I want them to know. For example, I have told or written out a lot of explanations to a client to explain something that I do. Then, while it is fresh in my mind, I'll finish writing that information and stick in on the website. In the past I've written stuff out only to misplace it (misplace sounds nicer than lose). So nowadays whenever I write something out I put in on my website. I don't worry about "getting it perfect", I just write it out with what time and information I have at the time. Over time I keep improving it and adding more information to it. Besides giving the clients information, it also helps me to find it again. If I don't remember where on the website I put it, I just do a search (by Google or the website search box) and can easily find it.

Writing the Content of Your Website

Get started by gathering together any information that has been written about your business. This could be from other advertising (newspapers, brochures, etc.)

Secondly start writing some content. I usually just keep a notebook handy and jot down ideas as they come to me. I start out by just writing rough thoughts.  

One way to get ideas about content and layout is to see what other upholstery shops have done. Here is our website: Winters Sewing and here are some links to other upholstery websites.

When you are writing your text, DO NOT COPY the text or pictures of other websites. That is illegal and called Plagiarism. However you can use the content of other websites to get ideas about what you want to write.

Writing the About Us Page

People are very relational, they like to know something about who they are dealing with. An "About Us" page is a mixture of telling something personal about yourself, your family, your business. And, most importantly, you'd also tell about your training and experience, (this is a large part of selling yourself to the clients- remember, no bragging (I know you wouldn't), but are just stating facts), and also telling about your relationship with the other business associates, etc. You're SUBTLY selling yourself to potential client. Some people like to sound "very professional". On the other hand, I like to be "very homey" and real looking, mistakes and all.
   When writing about myself I find it's often helpful to step out of myself and write as though I'm an uninvolved party. 

Here are some Example "About Us" Pages:

  • Friendship Upholstery: About Us
  • U of M -Upholstery Shop & Furniture Repair: About Us
  • World Upholstery: About Us
  • NCA: Who We Are
  • The Miami Corp: About Us

Remember, Anything would be better than you have now. Don't expect to make a perfect page the first time. You first attempt won't be what you want, but it will be a beginning.

Now, I'll have to think about how to improve our "About Us" page.

Stop Perfectionism Cold!!!
Also, another VERY IMPORTANT point. DON'T try to make it PERFECT. Perfectionism Kills Creativity! Perfectionism will stop you from beginning or developing each page. So, just write what comes to you for each page and leave it. As more thoughts come to you over time, You can keep improving it. But be willing to start each page small and a little less than perfect. With time you will gradually make it a great website!
Here's an example of a "less than perfect web page". Some day, whenever I remember, I'll get around to finishing it. (although none of my pages will ever be truly finished). I have 2 upholstery websites (my business website: Winters Sewing has well over a hundred web pages (and keeps growing) and this Upholstery Information website has about 175 web pages), and each of them have lots of unfinished pages. ....... someday .......maybe....

 

Getting Started

 Domain Names

 

I would suggest that you purchase a domain name. You can use it with any type of website. The beauty of having your own domain name is that you can point it to any website you choose, and change it to point to a new website any time you choose. This allows you to try out various websites without loosing Domain Name and your customers.

Free Websites

 

 

Wordpress.com

If you are not yet ready to actually to pay out money to put up a website, I'd strongly encourage you to at least go to https://wordpress.com/ and sign up for one of FREE blogs (which is also a website). There blog control panel is very much like a the control panels of a real website, it would be a good intruction into having a website without paying any money. It would get you going without having to commit to any payments of hosting a website. It would also get you used to working with a website.

Google Sites

If you have Gmail (or you can sign up for a gmail account) you already have a free site available to you.

 

Website Hosting Companies

 

 

OR, if you'd rather not delay and just get started, even in a slow way, you can go here https://www.indichosts.net/ and sign up for one of the "Student” hosting plans that only cost about $1.40 per month. This would get you started on actually putting together a website. It is cheap enough that you shouldn’t feel pressured to “get it up quick” but just take your time. For this website you would choose between dozens of CMS packages to automatically install on your website. (more about this later)

Website Software

Desktop Website Software

With Desktop Publishing Software you keep working with everything on your computer (just like when you use a word processing program.) until you have your website the way you want it. Then you have the software publish the content of your website to your website host. (Yes, you still need to rent website space from a website host.)

Netobjects (Website software publisher) makes a very nice WYSIWYG desktop website software. The current version, Fusion 15 , costs about $130

Netobjects also has a great deal on an older version of their "NetObjects Fusion" Sofware. NetObjects Fusion 7 (was sold for $149) is available for free here , you you just pay $10 for shipping. It's a great offer. I used it myself when I first started into making websites.

Dreamweaver.is a high end web developing software meant for those who are very computer proficient and who want a high end website.

Easy Setup Websites

For those of you who want a relatively easy way to create a simple website, here is: Homestead websites This is a template based website. Just go through some easy setup steps to create your website. The downside is you are sometimes limited in what you can do.

Full Featured Websites

For those who are more  computer knowledgeable. Not for the new computer users.

Content Management Software (CMS)

"A content management system (CMS) is computer software used to create, edit, manage, and publish content in a consistently-organized fashion. [1] CMSs are frequently used for storing, controlling, versioning, and publishing industry-specific documentation such as news articles, operators' manuals, technical manuals, sales guides, and marketing brochures. The content managed may include computer files, image media, audio files, electronic documents, and Web content." Wikipedia

This Upholstery Resource website and our companion website, Winters Sewing, both use Drupal , an Open Source (free) CMS. You can change the look of Drupal in a lot of ways. Look at the many themes available for Drupal here: Drupal Themes

If you would like try out out some software, you can try out many freely available CMS software at Open Source CMS . When you get to the web page, go to the left side menu under "CMS Demo Menu". find "MosCmenuTree", then click on - "Portals (CMS)". It will give you a whole list of Open Source (free) CMS (website software) to try.

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Advertising
upholstery websites

Make Your Website Valuable

What NOT to do.

Let me start of by saying, when you are writing the content for your website, don't make outlandish claims (even if you think that they are true.) Don't say things like:

  • "We are the best upholstery shop in town"
  • "We have done work for the rich and famous"

These type of claims make you sound phony and desperate to get work. Immature people who want others to think better of them than they are say these types of things. Whenever I see any type of business making these types of claims I go somewhere else. 

What to do

Simply stated, for your website to become valuable (both to yourself and to others) you have to put value into your website. The more value you put into your website, the more valuable it becomes and the more your potential clients will value it. Now what does that "value" look like.? What do I mean by "putting value" into the website?

Of Course, the first thing you need to do is to create a website. In this day and age it is relative easy to make your own website. But, just because you have a website that doesn't mean that anyone will actually see it (unless you give them the URL.) In order the the search engines to give your website importance and a higher rank, you need to value your website. If you don't value your website, neither will the search engines and neither will your visitors, if you ever have any. So, what does "valuing" a website look like? Simple: "Blood, Sweat, and Tears". Not what you were looking for? Then forget about making a website. OK, OK, now what does "Blood, Sweat, and Tears" look like? It simply means that you have to put a LOT of thought, planning, writing, and organization into the website. Here's where to start.

When your visitors land on your page, what is the first things that they see? You want to immediately grab their attention. When someone arrives at your website or web page,he usually won't read the whole page. The first thing they do is quickly scan the page to see if there is anything of value to them.  Use pictures, drawings, headings...

  • At or near the top of page you should have a picture or drawing that illustrates a feature of the page
  • Headings are the larger bold text at the top of each paragraph or group of paragraphs. Each heading should summarize the paragraph(s) below it in just a few (3 to 5) words. By quickly scanning the paragraphs the visitor can easily spot the content he might want to read.

Add Content As You Need It

As part of the idea that your website is a living (almost) breathing organism, Always be open and willing to add content as you need it. For example, if you are preparing an estimate for a client, and you need to explain something in detail to that client, create a new web page or add a paragraph to an existing webpage. Write the information in detail. As well as writing the information for the current client, add any other addition information on the subject. Do you have any pictures about the subject? Add those pictures to the article. Did you have to do any research to find the information? If so, put a link to the page where you found the information.

Adding content to answer real questions by real clients will make your website valuable to other clients as well. When you are responding to a client's request it is much easier to write it out in detail than it is just trying to make up questions and answers.

Get into the habit (make yourself do it) of adding content to your website every time you need to explain something in an email to a client, The best time to create the page or add some intormation to the websit is immediately when it is fresh in your mind. Rather than writing it out twice, I've learned to just write it out once right on the website page. Then, when I'm done, I'd put a link to the new page in my email. This will take the client to the website.

Another benefit of putting the content on the website and sending the client a link is that I can add or change the content after I've sent the email to the client. In the past I have written out an explanation to the client in my email and sent it off to the client. Afterwards I'll remember some other things I should have said, or I may have said something incorrectly. The benefit of putting in on the web page rather than in the email is that I can make additions or corrections to what I said after I've sent the email to the client.

Write What You Know

As a professional you know a lot that would be useful to others. When you write articles about what you know it is a.) easier for you to write AND b.) it is valuable to your potential clients.

Before I proceed, let me talk about one thing. Some professionals may be afraid that if they put too much on their website, then they may lose business to people doing it themselves. There is some truth to that.However, you are the professional. Think, how many years did it take you to acquire your skills? In addition, there is a big difference between telling someone how something was done in contrast to telling someone how to do something. Just because some sees or reads how something was done doesn't mean that they could or will try to do it.

But, if you write quality content you will gain more clients that you will lose. In addition, your visitors will

Get Tough With Yourself.

This is number one: Throw away your excuses, "I can't write" or "I don't know how to write", "I don't know what to put on it", "I'm too busy", "I haven't got time" and every other excuse you use.

Take A Long Term View

Great websites don't put themselves together overnight. They take planning, effort and diligence. Realize that to make a valuable website will take your devoted effort over a period of weeks, months and years. Not what you wanted to hear? Get over it. This website (Upholstery Resource) has been in process for something like 6 or 8 years. It has been through several major revisions and rebuilding.

The Writing Process

Good writing is a process. It doesn't just happen. Here are some basic steps to writing a good article.

  • Research
  • Find Pictures
  • Make Lists
  • Freewrite
  • Brainstorm
  • Outline
  • Write Rough Draft
  • Revise and write content
  • Proof read

Plan for Success

  • Keep a pencil and notebook (or your computer) close by at all times. Write down any ideas as they come. At first it may be only a few words or a sentence at a time. Go ahead and keep writing it all down. The more you write, the more ideas come.
  •  

Find Your Voice

This basically means to write out your ideas in a way that makes sense to you. Use your own words, say it in plain English. Don't try to be fancy or clever. Number one goal, make it easily understandable.

Choose Your Audience

Who are the people that you want to attract to your website?
What are they intested in?

How to Generate Ideas

Unless you already know what you want to say it greatly helps to generate some ideas.
What are the main questions have your clients asked you over the years? Write out those questions.
Group questions into similar topics. Each group of similar questions can form the beginning of a web page.

Search the Internet for:

  • upholstery shop websites
  • upholstery information websites.
  • upholstery blogs

Read through many other upholstery websites, write down any ideas that come to you.
Bookmark any interesting web pages. Also bookmark any websites that you like the appearance and layout. This will give you ideas of how to design your own website.

Make a regular time (perhaps every day) to read those upholstery websites, articles, and upholstery blogs.

User Headings to outline your content.
Make the headers descriptive
Make the first sentence of each paragraph simple and interesting (descriptive)

Keep a list of topics to write about

Write a Blog on your website

For more information, Read the web pages listed under References below.
 

References

Writing For The Web
How Users Read on the Web
How to Write Articles
How to Write an Article in 20 Minutes
Writing User Friendly Content
Learn How to Write an Article Correctly
How to Write a Web Site Creative Brief

 

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Tags: 
websites

Websites

 

Structure

Appearance

Content

How will it be entered?

  1. Client types out text and gives it to me with the pictures.
  2. I work with the client in writing the text and taking the pictures
  3. Client enters everything themselves.
  • I walk them through the first times.
  • I give them written instructions

Organization

How will the content be organized?

Audience/Clients

Who is the audience or clients that you are trying to reach? This will direct what you say, how you say it. It will guide you in designing the appearance of the website.

Function

Do you see your website more as static where clients just come and read information, or would you like your clients be able to interact with you or others on the website?

Budget

For your personal consideration: What is your budget? How much are you prepared to spend to get the website up and running? This will help you decide how much you will do yourself and how much help you want in planning, writing,

Timeline

How quickly do you want your website up and running?

How much do you have to prepare content?

Is much of the content ready for use, or does it yet have to be written or prepared?

Your Business or Organization

Is your business just starting or how long has it been in operation

 

Maintenance

Initial Setup

It would get up and running a lot quicker if they just gave me the text and the pictures and I put it all together.

Would need a discussion as to what they wanted, and what the long term goals were.

Domain Name

Hosting

 

What will my function be?

Set up and Maintain

Set up and train

Set up and hands off, give them links to instructional material

 

Sample,

Make up a page of pictures of website themes

make a list of standard and optional modules

 

Questionaire

Do you like to write? What type of writing do you do in your business?

Do you need help writing the content for your website?

Who currently designs the other advertizing for your business?

Do you like to take pictures? Do you have many pictures that you could use on a website? Do you need any help taking pictures?

Are you a hands-on type of person?

How involved do you want to be involved in the setup, design... and maintenance of your website?

Do you want someone else to create and maintain your website, or do you want to take a hands-on approach and some or most of it yourself?

How knowledgeable and comfortable are you with computers?

Do you enjoy working on computers?

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The Value of Consistent Advertising

 

 

Long Term Consistent Advertising Pays Off

I have advertised our business consistengly for many years. We advertise regularly whether we have plenty of work or not much work. There is something about advertising consistantly in the same medium that tells the potential clients that you are consistant.....  I've had a number of clients who have told me that they saw our ads for some time. Some even have said that they cut out the ad a year ago and knew that someday they would have me do their furniture.
Advertising is expensive. We watch carefully where we put our advertising dollars.

Name Recognition

Part of the value of consistent advertising is name recognition. Just doing a big spash advertiting campaign may ... but it doesn't get your name into their long term memory. Advertising week after week, month after month, year after year slowly and subtly builds your name into the subconsiousness of potential clients. Being located on a busy street can also have a similar affect. But many of us, especially those who have a shop in the garage of our home or who have their shop out in the country don't have that highway type exposure.  

Be Cautious About Splash-In-The-Pan advertising.

Don't use up all of your advertising funds on a  quick big advertising promotion. Unless you have extra money so that you can afford to do ongoing advertising as well as any big promotional advertising.... It is more important to do consistant ongoing advertsing of a type that you can afford. I would not recommend spending a large chunk of money to try to do a quick.... get business. People who want upholstery work done seem to be a different breed.
 

References

 
The 
Value 
of 
Consistent 
Advertising
Pet Shops Business Marketing Tip: Why Being Consistent is Key
Assessing The Long-Term Impact Of A Consistent Advertising Campaign On Consumer Memory
 
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Writing Good Ads

 

Writing an Effective Ad For Your Business

 (Feel free to share some ideas to make this a better article.) Beginning the Writing Process Writing a good ad takes a lot of thought and work. For me, I often have to do a lot of thinking and writing to figure out what I want to write. I have to ask myself, "What am I trying to say?" I may write an ad a dozen or two dozen different ways, tring different words, different layouts, all trying to find what seems right to me.

Determine Your Clientelle

 You need to advertise in a way that will attract the type of clients for whom you want to do work. Misc. Tidbits to be added Catch the eye (humor is a good one for that) Show what problem it solves (again, obvious here witht he guy panting ) Show what the benefits to the reader are (benefits are "what we can do for you", not the same as features such as "how well we can do the job" Offer an incentive to react: coupon with a time limit is good Make it easy for people to respond: phone number is easy to find here As you said, it is clear as to the services provided How about if we also say what we would change to improve this ad? For example, they should have included their area code, even if they only do local transactions.

Have a Good Business Name

I'll start with saying that a business name itself can clearly describe what the business is all about. For instance, a name like "Wilson's House Painting" both identifies the name of the business and also says what the business does. Putting the name in big letters both describes what they do and also makes the business name clear for all to see.

Putting the Owner's Name in the Ad

Thirdly, I would suggest putting the owner's name in the ad, which also adds credibility. (If the Owner's name is part of the business, then this would suffice. In years past, I never would have put my name in a business ad. But in recent years we have put not only our name, but our family portrait in our ads, and have had many positive comments about that.

Putting Address in Ad

Next, putting your address in ad adds credibility to your business. How many times do we see big ads that sound good, but it has no identifying info, no address, no name of the owner, etc. The lack of these things can make an possibly clients just a little more cautious. (Now, as I say this, I also realize that there are times when it is good not to put a person's address in an ad, such as when a single woman works from her home. There would be a safety concern here.)

Putting Your Picture in Your Ad.

 Everyone seems to be trying to find some way to have their ad stand out from the dozens of others on a page. I know that when I look through the newspaper or on the Internet, nothing catches my eyes quite as fast as a picture of a person. When a potential client looks at your picture in your ad, they have a better sense of what type of person is running the business. It also gives them a personal connection with you.

Business Logos

Some people like to have their logo in their ads. For me, as stated above, I think a personal picture, or a family picture, makes a great logo. It's also a logo that no one can copy.

The Value of Advertising 
I'm going to give another plug for advertising. I'm sold on the value of advertising. Even when we are very busy, we keep an aprox 2" X 4" display ad running year round in our local monthly newspaper. The ad costs us about $70 per month. We also have small display ads (1/12 or 1/16 page) in two local telephone books. (our newspaper classified ad looks very similar to that as well. Between the newspaper and the telephone books, we spend close to $300 per month on advertising. We do this because we have found that advertising pays. Because we keep advertising we keep having many telephone inquiries. Whenever anyone calls, I almost always insist on giving a rough phone quote. This weeds out the ones who are expecting cheap prices. I would say that about 2/3 or 3/4 of the callers are "blown away" by the cost of upholstery. But remaining 1/4 to 1/3 think the price is about what they expected. Since we have some many calls, I'm not afraid of loosing the potential sales of those expecting cheap prices.

Because we advertise so much, we keep getting lot of inquiry calls, which is the first step. Before we started to advertise, "we couldn't afford to advertise, it just costs too much." After we began advertising, the amount of clients we had increased. 


Consistent advertising over the years also builds credibility; potential clients who see the ad, month after month, know that someday they will have us do the work. I've had countless people tell us that they have repeatedly seen out ad in the paper. Some have mentioned how they have watched our kids grow up (we keep a family portrait in all of our ads).

Advertising works

 

Incentives?

What about giving incentives in your ads to clients? Some people like to make coupons, or give discounts to get people to come in.... .... more to be added later. 

 

 

Contributors: StephenW, Agnes,....

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Bookkeeping

My dad was one of the hardest working men that I knew, and yet he was a terrible money manager. As I was growing up we had repeated substantial money shortages that caused us much grief. Through all that  I learned that good money management was one of the most crucial skills and practices needed to succeed in any business.

There are a number of ways to do accounting and bookkeeping for upholstery, pen and paper or on the computer.

Since I use Quickbooks for my bookkeeping, this is what the bookkeeping sections are primarily about.

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Bookkeeping and Accounting Software

 

 

Accounting Software

Since I got started using Quickbooksin about 1998 I've stuck with it. However, Quickbooks is only one of many bookkeeping and accounting software programs available. To see what other programs are available:

Inc.com: How to Choose Business Accounting Software

Best Accounting Software Comparisons and Reviews

PCMag: The Best Free Small Business Accounting Software

GnuCash Free Accounting Software: an Open Source Accounting software.

Yahoo Small Business: Best accounting software for small businesses

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Quickbooks Accounting

 

Quickbooks is available in several versions, as shown here: Intuit QuickBooks Financial Software. You can also see a comparison of the different versions of Quickbooks here.

 

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Applying Prepaid Expenses to a Client's Invoice

Note: the yellow highlighted text has been added since you last viewed this page.

When would this process be used? Let's look at several scenarios. This process applies to scenarios 3 and 4.

  1. You supply all the materials and supplies, and charge the client directly for them.
  2. The client supplies some or all of the materials.
  3. The client has an agreement with you that he will purchase or pay for the supplies or services. For whatever reason he wants the supplies to be included on your invoice as part of the job and to be handled through your bookkeeping. Or he doesn't want to have the purchase of the supplies to go through his bookkeeping.
  4. For any other reason you just want to add other job costs to an invoice. When you want particular expenses to show up on reports as associated with a particular invoice.

The Problem: You've been given a job from a client, and the client has already paid some of the expenses of the job and has deducted that amount from the total that you will be paid. The challenge is that you are responsible for those expenses and you have to include them in your bookkeeping. How do you indentify and apply those expenses to that job's invoice? Those prepaid expenses have to show up as both income and expenses in your bookkeeping, so we have to do that part in a multi-step process.

Summary:

Using the Settlement sheet from your client:

A.) Enter the prepaid expenses into a bill made out to (each) company to whom the expenses were paid. Enter your client's name in the Customer:job column of the/each bill..

B.) Create a new invoice for your client (which will include all the items(both prepaid and unpaid) on the Settlement sheet.

B1.) Enter the Billable Expenses on your Invoice by means of the "Billable Time/Cost" form.

B2.) Enter the other income items from the Settlement sheet directly onto the invoice

C.) To apply the client's payment(s) (to the the supplier) and to show that those prepaid expenses are paid, create a credit memo from your invoice. All the items will by copied to the credit memo. Delete all the other items except the prepaid items.When you save the memo, it will apply the prepayments to the invoice and reduce the invoice total by that amount.

D.) Apply the Customer's Payment(s) to the Invoice using the "Receive Payments" window.

E.) Follow Up: Looking at the connected transactions that were recorded with this invoice

The follow tutorial shows and tells how to do it.

Before I start the tutorial, let me first prepare you with some explanations.

First, think about this:  your client is paying some expenses and deducting the cost from what they pay you, (yet you still run the expenses through your bookkeeping.) Even though they are not doing it this way, it’s almost as though you are paying the bill and then they are reimbursing you for the cost. The result is the same, the money comes from the client to pay the bill. I say this to prepare you to watch this video.

Next: watch this video (It goes so quickly you may want to watch it a couple times as I did.) How do I invoice a customer for expenses?

After watching the video, then read the info on this page about Credit Memos and Credits:  Applying a credit memo, credit or refund for a customer

With those explanations  as an introduction, I think the process would work something like this.

A.) First, Enter the prepaid expenses into a bill(s)

  1. Your client pays the expense(s) and lists it/them as a deduction on his Settlement report that is sent with his check to you.
    1. Here is the tricky part. In order to claim those expenses as yours you must also claim the money used to pay those prepaid expenses as your income. You cannot claim those expenses as a business expense unless you also claim the income that was used to pay those expenses.
      1. Consequently, (as shown below) we have to create a bill for those prepaid expense items
      2. AND we need to include those same items on our invoice (see below) as income items.
    2. Then we will use a credit memo to show that those items have already been paid. It works kind of like "receive payments" and reduces that amount from the total due on your invoice.
  2. (As shown on the above video) Now, let's enter those above mentioned expense(s) on a bill, (made out to the vendor who was paid) charged to the correct expense accounts. Use your client’s name in the Customer/Job column. (Shown circled in red below)

"

B.) Create a new invoice for your client

  1. Click the link to "Create invoice" for your client. Before the invoice opens the "Billable Time/Costs" message box will open asking you to make a choice. . Choose "Select te outstanding billable time and costs to add to this invoice?" Then click OK.

B1.) Enter The Billable Costs On your Invoice

  1. After that message box closes another window opens. Choose the same prepaid items that you entered on the bill(s). Click OK

Those prepaid items will automatically be entered on the invoice (as circled in red in the below picture).

B2.) Enter the other "income items" from the Settlement sheet onto the invoice

  1. Now enter your other income items listed on your client's Settlement sheet onto the invoice. (Shown in green below.) Enter each line item from the settlement sheet onto a separate line using the correct account. When you have finished adding the  income items, enter a short descriptiion of this invoice at the bottom in the Memo field (circled in Yellow Your note here will show on reports). (Before finishing the invoice, take note of your invoice number (circled in purple). Now click on one of the "Save" buttons (circled in blue) for this invoice.

C.) Create a Credit Memo

Now we need to mark the prepaid items on this invoice as paid. So, create a Credit Memo for the invoice.

 

 

 

 

  1.  (All the items on the invoice will automatically be filled into the Memo. If so, delete the non-prepaid items that you just added to the invoice. (shown crossed in red in the picture below.) [To delete a line item, click on it and then press ctrl+delete])  Now save this Credit Memo.

 

 

When you save the memo QB will ask you to make a choice, choose “Apply to an invoice. And press OK.

 

From the “Apply Credit to Invoices” window, click on the listing for your invoice (circled in red below), Verify that the listing is for the correct invoice number. Notice the amount that will be applied on your credit memo (circled in blue). Click on Done.

 

When you go back to  the Credit memo window, make a note in the Memo section that says the client has prepaid this expense. Also enter the client’s invoice number. Save the Credit memo.

 

  1. Now, when you are back on the Invoice window look at the bottom right corner, you should see that the credit has been applied to the invoice as a payment.

 

D.) Receive Payment for the balance of the Invoice

  1. Now, using the Receive Payments window (see picture below),  you can apply the client’s payment to you on that invoice. You generally enter the Deposit to Undeposited Funds account, so it will show up in the Deposits window. Click on "Save & Close" (or one of the other Save buttons.)

 

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Back at the Invoice window: Now that you've applied that customer payment, notice in the bottom right corner, the invoice balance is shown as 0.00.

You are finished! You may close out, or you may do a little follow up below.

E.) Follow Up

  1. Any time that you want to see all the connected transactions to each invoice, just click on the History button. It will show both the credit memo and the client’s payment.

 

  1. Now, whenever I print out an invoice for a client, I print out the history on the back of the invoice. That will show both you and the client the payments and credits that have been applied to this invoice.

 

  1.  Now, do you remember that Bill that you created at the very beginning in step 2. When you applied all the payments and saved the invoice it just disappeared, deleted, gone! I didn’t see exactly at which point it was deleted, but I kept the bill opened and noticed that when I was done that bill was empty. So, you don’t have an extra bill around that hasn’t been paid.

 

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Learning to Use Quickbooks

When you are first learning how to use Quickbooks the process can be quite intimidating. You don't want to mess up the Company file for your business, so how can you learn without making any mistakes? The truth is that you will make lots of mistakes. It's all a part of the normal learning process. So,

Make An Experimenting Quickbooks File.

When you are first starting out I recommend that you create a separate Experimental Quickbooks File to practice and experiment in. This gives you the freedom to learn Quickbooks without messing up your real company file. You can create this file from scratch just as you did (or will do) you Business file, OR, as I do, you can first set up your company file and then  make a copy of that company file. 

When you have an Experimental file, you want to make sure that you don't get mixed up which is which. So, first change the color scheme to be a LOT different than your regular file. To change the color scheme go here: Edit/Preferences/Desktop View/Color Scheme. Next, change the name of your company under Company/Company Information/Company name. I general add "EXPERIMENTAL" to the end of my company name (i.e. "Winters Sewing - EXPERIMENTAL"). Using these two changes gives a better chance of not getting mixed which file you are in.

Learning Quickbooks

There are many places that teach Quickbooks, here are a couple.

Intuit has a number of Quickbooks tutorial videos here: Learn how to use QuickBooks with short video tutorials and step-by-step guides

Youtube Quickbooks Tutorials

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Making Purchases on Credit

This section deals with how you set up Quickbooks and handle making the payments in Quickbooks.

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Entering a Supplier Bill from an invoice

This assumes that:

  • you have an account set up with a supplier that allows you to pay the bill at a later day (normally 30 days or net 10).
  • When you originally ordered the supplies that you entered the items using a Purchase Order In Quickbooks
  • As you enter this bill you are receiving  the items against that previously entered Purchase Order.

Received a Bill in the Mail

When you receive a bill in the mail.
Go to Quickbooks.

Open a Bill

  1. Open the Bills window (i.e.Click on the Bill icon on the toolbar)
  2. Choose a Vendor name.
  3. If a purchase order exists, an "Open POs Exists" box pops up. "Open Purchase orders exist for this vendor. do you want to receive against one or more of these orders. Click Yes.

Open the Purchase Order Window

  1. Then a small "Open Purchase Orders" window pops up. It says: "Select a Purchase Order to receive." Look at the date and also at the memor to identify which purchase order to choose. Click on your choice, then click OK.
  2. A Warning box might appear, just click OK
  3. A Bill will have appeared already filled in with the information from the Purchase Order. STOP, don't touch the bill yet. DO NOT correct the Quantities or amounts on the Bill Window. Do that on the Purchase Order, as described below:
  4. At the bottom click on "Show PO"
  5. A Purchase Order will appear. Compare AND correct the prices and quanties against the paper Purchase order that you received from the supplier.
  6. After you have corrected all the quantities and the prices on the purchase order, click "Save and Close" (lower right).

Return to the Bill window

  1. This will take you back to the Bill. Take a moment to look and see that the amounts and the quantities on the Bill have automatically be changed at the same time you corrected them on the Purchase Order. Check that they are all correct.
  2. On the Bill Window, enter the Date of the invoice as the date on the paper invoice from  the supplier. Also, enter the Bill Due date.
  3. Enter the Invoice number of the paper invoice as the Ref. Number
  4. When you are finished, click on Save.

 

 

 

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Reports in QuickBooks

Setting up and Using Reports in Quickbooks

Quickbooks has many reports, both standard reports and reports that you can create yourself. This article is about self-created reports specifically directed at keeping track of upholstery projects in progress.

Here is a list of jobs in progress, which is called a Work Flow Chart. This list could also be called a list of invoices that have money not yet paid. Since we don't give credit, every open invoice with an unpaid balance is automatically added to this list. Whenever the job is paid in full, then that job is automatically removed from this list. 

Below is a report showing the list of items that need to be ordered. This list is automatically generated every time a new Work Order is created. The Items on the list are pulled from the Orders Items, as explained on "Setting Up Items in QuickBooks".

 

 

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Setting Up Accounts in Quickbooks

After you installed Quickbooks and created your company file some basic accounts were created. (If you need help setting up a new company file, go here: QuickBooks Desktop Support: Create a new company file in QuickBooks.)This article tells you how to create additional accounts.

Disclaimer: I am an upholsterer, not an accountant. So check what accounts you need and how your accounts are set up with your accountant.

This article will not go into opening a new company file 

Creating New Accounts

If you don't know how to create new accounts look in the Quickbooks Help to learn how to create and set up Accounts and Items. (OR just Press "Ctrl+A" to open the Accounts Window. Then press "Ctrl+N" to create a new Account.)

The idea is for you to set up the accounts first, based upon your own needs, then all the Items (see below) will flow into the Accounts. Create and use whatever names on the accounts make sense to you. The accounts will flow into the tax lines. You can see which tax lines I use. You should have your own accountant check over the tax lines to see which ones are right for you.

When you create the accounts, you can either create a lot of accounts or just a few. You can either create one account for all types on one use (such as an "Advertising" account for types of advertising, or you can make additional sub accounts for the various types of advertising (Advertising/Newspapers, Advertising/Phone Directories, etc.) OR, you can also add sub accounts to each type of account for each specific advertising business. (For example: Advertising/Newspapers/Valley Gazette). This all depends on how much detail you want to be able to generate in the reports. You only have to set it up once. I generally opt for having more detail, so I generally created my accounts like the last example, as you can see on the accounts Worksheet..

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Setting Up Items in QuickBooks

 

In working with Quickbooks you can use either Accounts or Items. Items can be used for all phases of both Income and Expenses. This article is directed only at creating and using items on Invoices (Which I use for Work Orders).

on the Invoices. ( All Items will flow into the Accounts, so in some ways it doesn't matter which you use. I prefer to use items because then I'm not creating lots of accounts. Instead, you can have many items connected to each account, which is what i prefer to do.

One of the places that Items are created is under Lists>Item List "Ctrl+N". Here is a example of setting of a "Fabric" Item as a subitem of "Orders" 

 

Below is a list of Sales Items, as displayed on the Item List. These items are used for selling of items or supplies that don't need to be ordered.

Below is a list of Orders Items. These items are used for any items that I don't stock and have to order, such as fabrics, vinyls, or special supplies for each job.

 

 

 

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The Place of Quickbooks in Management

QuickBooks: More Than Just Bookkeeping

This section refers to the Intuit product called Quickbooks. Quickbooks comes in several versions, as shown here: Compare QuickBooks Products.

You can uses it from anything as just simple check register up to almost a full business management tool which keeps track of most of your business functions.

As a small business (1 man doing upholstery from my house) I've been using Quickbooks since 1998 (in recent years my wife has learned to help me with the bookkeeping). Quickbooks is more than just bookkeeping, it is more like the central knowlege base of what is going on in all phases of the business. As an example of what I mean, I use a number of different QB reports, that I've created, that show us what is going on in our business. Some of the Quickbooks Functions and Reports we use are:

QuickBooks Functions which are useful for upholstery.

  • Customer Center: shows all the invoices, estimates, customer payments, bank deposits, job notes that are connected to each client.
  • Estimates: Most of the estimates for the business can be created directly in Quickbooks. When a client decides to proceed, the estimates are converted into QB invoice/Work Order. (I've created specific invoice templates for each type of job I do. (for example, we have a variety of specific templates for upholstery, slip covers, RV cushions, etc.)
  • Work Orders: I use the invoices (on custom designed templates) as work Orders. 
  • Replacement Work Orders: The beauty of creating work orders in Quickbooks is the you can easily just print out another copy. I remember I would lose a Work Order from time to time. Oooh, what a mess. Since that was my only recorder of the work and the client's name and contact info, we just had to wait for the client to call us. I shudder when I think of that.
  • Job Notes: Each job has a Notes sections so that it is easy to keep track of the notes of each job.
  • Attach Files: you can attach documents, spreadsheets, pictures, drawings, etc. to each job and to each clent's file.
  • Purchase Orders: I use purchase orders to order fabrics and supplies. When the shipments come in, we "check them in", creating a bill (with correct due dates) in the process.
  • Enter Bills: Whenever we get bills in the mail (electricity, water, etc.) We create Bills in QB, complete with the due dates, making it easy to keep all the bills paid on time.
  • Bill Payment: I love the bill payment window of Quickbooks.  Assuming that you have your bank records up to date and that you have entered all your bills, with due dates, correctly, then the Bill Payment window is a wonder. It lists all of your bills that are due or coming due. It also shows how much money you have in your bank account. As you click off the bills that you want to pay (A), which shows the amount of each bill (B), you can see the bank balance after you click on each bill. It clearly shows you how much money you will have left over after paying all or part of your bills. It makes it simple to decide how many bills you can or want to pay.
  • Reasons for Using Quickbooks: I see the arguments about "not wasting time doing all that bookwork". As an encouragement to emphasize the importance of bookwork, I want to tell you about my dad. He was one of the hardest workers that I knew. He could work harder and faster than many men. However, he wasn't big on paperwork. As a result, as I was growing up, at least several times we were running and hiding from creditors, because the records weren't kept up and the bills didn't get paid, etc. When I got married, neither I nor my wife had any financial training. After going through some years of financial struggles ourselves, we got a computer and starting using Quickbooks. It took at least a year or two to learn how to use it, but it has been well worth it. During the years that we've been using QB, we've had a complete turn around in our financial areas. Although we don't make a lot of money, our bills are paid on time, we keep our business much more on track and organized. QB, and our appointment calendar (Microsoft Outlook) helps to keep us on track.

Useful QuickBooks Reports

Standard QuickBooks Reports

  • Profit & Loss

Custom Reports (which we created)

  • Work Flow Chart (Jobs in progress: a report that automatically shows any work orders (invoices) that have an open balance. As soon as the job is finished and paid, it drops off the list. Before we started keeping Quickbooks I tried to keep a manual or separate computerized Work Flow Chart. I was always forgetting to update it and it never would be accurate. Now it's always up to date and accurate with no hassle.
  • Fabrics or supplies that need to be ordered (this report reads Work Orders and shows all the orderable items.)
  • What's been ordered (for this I use both the "Open PO's" report, and the above report)
  • Record of Purchases per supplier: How much (and what) we've bought from each supplier How much we are spending for each type of supplies, utilities, etc.
  •  

 

I just want to finish by saying this. I've both seen and experienced what it's like to work hard, but still have everything come crashing down because of the lack of proper record-keeping. I'm throughly convinced of the need, and desirability, of "doing that "nit-picky" paperwork. Taking the time up front to work out the details saves so much time, and peace of mind, in the long run.

 

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bookkeeping
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Quickbooks

Using Quickbooks For Upholstery Estimates

Quickbooks has a really nice Estimating feature that is linked up with the Sales Orders (Quickbooks Premier) and the Invoices. After you have created an estimate in Quickbooks this makes it really handy and really easy to convert the Estimate into a Sales Order or and Estimate. At a later date I may write more about the Quickbooks. In the meantime you can read more about the Quickbooks estimate feature here: Quickbooks Support: Overview of Using Estimates.

Although I do occassionally use the very nice estimate feature, I mainly use my Excel estimate spreadsheet form, which you can read more about and see here: Giving Estimates. For ease of use and simplicity I'd probably mainly use the Quickbooks estimate form. However, my Excel estimate form give the clients more options allows them to se the bigger picture.

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Work Orders In QuickBooks

Before I started using QuickBooks I had a printed Work Order which I filled out by hand. I still occasionally (but rarely) use this if I'm out at a client's location and don't have access to my computer. Here is a sample of that old Work Order.

Since we started using QuickBooks for our bookkeeping, I've also learned to create just about all of our Work Orders in Quickbooks. This has several benefits. 1.) Once we've created the Work Order, the bookkeeping is also done at the same time. 2.) No more lost Work Order tags. When I was filling out the Work Orders by hand, every once in a while I would lose a Work Order. What a challenge. Now, if I misplace the Work Order, just print out another one. 3.) At the same time that I create the Work Order, the job is automatically put on my job schedule.

In QuickBooks, depending upon which version of Quickbooks you have, you can use either Sales Orders or Invoices as your Work Order. Probably because we've started using QuickBooks since 1998 with the Basic version (and then progressed to the Pro and now to the Premiere version), we learned to use Invoices as our Work Orders. We have created a number of Invoice templates that we have labeled as Work Orders. Depending upon what type of job or service, we use any of a selection of templates that we have created. In addition, we've created several templates with various sizes of text. For small jobs that don't require much explanation we've created a template with large sized text so that it will better fill up the sheet. Conversely, we've also created a template with small text, with the columns readjusted. This we use for jobs that require a lot of items with detailed descriptions. We also have other templates with regular sized text for average jobs.

How much detail you put on a Work Order depends on the size and the complexity of the job. Write out as much detail as needed to do the job correctly.

Here are some samples of Work Orders with various amounts of detail on them. (Click on each of them picture to see a full sized image. Then close that window to come back to this page.) All of these templates use a template with regular sized text.

Here is a short Work Order and a medium sized Work Order.

  

Here is a long Work Order and a full page Work Order

  

To make it easier to fill out the Work Orders I've prefilled many of the Item descriptions in Quickbooks with the generic text that is common to each item on all Work Orders. Here is a sample of the Orderable Fabrics Item. At the left click on the Item type "Orders:Fabric". The text shown in the middle is then automatically filled in. Then, just add, change, or delete any of the text as needed for each job:

Here is a sample of a Work Order as viewed when filling it out. The items were chosen in the left collumn, then all the text that you see in the wide Description collumn in the middle was automatically filled in. Then it's a matter of just altering each item line description as needed as needed for each particular job.

Generally I choose and alter one item at a time, but the all the items on the above invoice were all chosen to demonstrate the capability.

I've also set up these Work Orders to work with Reports that automatically keep track of the jobs that are in process.

 

 

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Quickbooks Accounts & Items Example

Below is an example of how a set of Items and accounts were set up for an upholstery business. This list just gives you a starting point. You won't need them all. Only pick and choose the accounts and the items that would be appropriate for your business or for your needs.

Create the accounts first, because when you create the items you will need to choose which account each item is connected.

Both the items and accounts have parent  items/accounts and child items/accounts, which are separated with a colon ":". So, that means, in the example below of  the Accounts of "Sales:Auto Upholstery" you first create an account called "Sales"(which will be the parent account), then later you create another account called "Auto Upholstery" and mark it as a subaccount of "Sales". Similarly, in another example, that of the items "Dec items:Accessories" you first create an item called "Dec items" (Decorating) . Then create another item called "Accessories" and mark it as subitem of "Dec items".

Here is an example of the items (on the left) as shown in the Quickbooks Items & Accounts listing at the bottom. Although they are listed as in the left below, you should understand them as in the right column. The "Dec items" is the parent item and the other items below are subitems. (The Acounts work the same way.)

Items as Listed in Quickbooks Items as shown in a typical outline
Dec items
Dec items:Accessories
Dec items:Alterations
Dec items:Bed Access's
Dec items:Cascades
Dec items:Cornice(s)
Dec items:Cornice(s):Pattern Match
Dec items:Cornice(s):Additions
Dec items:Cornice(s):Alterations
Dec items:Cornice(s):lining
Dec items:Curtains
Dec items:Extras
Dec items:Panels
Dec items:Shades-Window
Dec items:Swags/Cascade
Dec items:Throw Pillow
Dec items:Valance(s)

Dec items

  • Accessories
  • Alterations
  • Bed Access's
  • Cascades
  • Cornice(s)
    • Pattern Match
    • Additions
    • Alterations
    • lining
  • Curtains
  • Extras
  • Panels
  • Shades-Window
  • Swags/Cascade
  • Valance(s)

 

Disclaimer:  I am not an accountant, so check with your own accountant for proper set up of accounts and items for your particular Quickbooks Company File.

 

Quickbooks Items and Accounts
Item:Child-items Description Type Account:Child Accounts
Auto & Vehicle Upholstery autos, trucks, tractors, ATV's, etc Service Sales:Auto Upholstery
Auto & Vehicle Upholstery:Additions   Service Sales:Auto Upholstery
Auto & Vehicle Upholstery:Repairs & Alterations   Service Sales:Auto Upholstery
Consultation In shop consultation Service Sales:Consulting
Boat Upholstr   Service Sales:Boat upholstery
Boat Upholstr:Extras   Service Sales:Boat upholstery
Dec items   Service Sales:Wholesale Decorators
Dec items:Accessories   Service Sales:Wholesale Decorators
Dec items:Alterations   Service Sales:Wholesale Decorators
Dec items:Bed Access's   Service Sales:Wholesale Decorators
Dec items:Cascades   Service Sales:Wholesale Decorators
Dec items:Cornice(s)   Service Sales:Wholesale Decorators
Dec items:Cornice(s):Pattern Match   Service Sales:Wholesale Decorators
Dec items:Cornice(s):Additions   Service Sales:Wholesale Decorators
Dec items:Cornice(s):Alterations   Service Sales:Wholesale Decorators
Dec items:Cornice(s):lining   Service Sales:Wholesale Decorators
Dec items:Curtains   Service Sales:Wholesale Decorators
Dec items:Extras   Service Sales:Wholesale Decorators
Dec items:Panels   Service Sales:Wholesale Decorators
Dec items:Shades-Window   Service Sales:Wholesale Decorators
Dec items:Swags/Cascade   Service Sales:Wholesale Decorators
Dec items:Throw Pillow   Service Sales:Cushions & Pillows
Dec items:Valance(s)   Service Sales:Wholesale Decorators
Equipment Repairs   Service Repairs:Machinery Repair
Labor   Service Sales:Upholstery
Labor:Alterations   Service Sales:Repairs
Labor:Cushions   Service Sales:Cushions & Pillows
Labor:Cushions:Alterations   Service Sales:Sewing
Labor:Cushions:filling   Service Sales:Cushions & Pillows
Labor:Cushions:lining   Service Sales:Cushions & Pillows
Labor:Cushions:Extras   Service Sales:Cushions & Pillows
Labor:Cushions:Repairs ..Labor:  charge is for sewing of the cover only. There will be an extra charge for any repairs to foam or padding, or any other work. Service Sales:Cushions & Pillows
Labor:Extras   Service Sales:Upholstery
Labor:Extras:Cushion Covers   Service Sales:Upholstery
Labor:Extras:Arm covers   Service Sales:Upholstery
Labor:Extras:Assembly   Service Sales:Upholstery
Labor:Extras:Attached cush Extra charge for Attached cushions Service Sales:Upholstery
Labor:Extras:Button tuft'g   Service Sales:Upholstery
Labor:Extras:buttons   Service Sales:Upholstery
Labor:Extras:Channel back   Service Sales:Upholstery
Labor:Extras:Channels   Service Sales:Upholstery
Labor:Extras:Head Covers   Service Sales:Upholstery
Labor:Extras:Matching Patt   Service Sales:Upholstery
Labor:Extras:Matching Patt:Moderate Matching   Service Sales:Upholstery:Pattern Match
Labor:Extras:Matching Patt:CenterPattern Extra charge for Center Pattern Match on ..... Center patterns as much as reasonably possible. Patterns will be centered on each piece and on the runners, as much as reasonably possible, as determined by the upholsterer.  (in some cases some patterns m... Service Sales:Upholstery:Pattern Match
Labor:Extras:Matching Patt:Flow Match Extra charge for Flow Pattern Match on ..... Match patterns as much as reasonably possible.  (some patterns may not be fully matched in some instances.) Welts will not be matched. If requested Welts can be made out of a different fabric, if different f... Service Sales:Upholstery:Pattern Match
Labor:Extras:Matching Patt:Plaid Match Extra charge for Plaid Pattern Match on ...... Match patterns both ways as much as reasonably possible.  (some patterns  may not be fully matched in some instances.) Welts will not be matched but are to be cut on the diagonal or can be made out of diff... Service Sales:Upholstery:Pattern Match
Labor:Extras:Matching Patt:Stripe Match Extra charge for Vertical Stripe Pattern Match on ..... Match stripes vertically as much as reasonably possible.  (some stripes may not be fully matched in some instances.) Welts will not be matched but are to be made out of one of the stripes, or colo... Service Sales:Upholstery:Pattern Match
Labor:Extras:Matching Patt:Unmatched Unmatched. Unless specifically otherwise stated, all labor charges are for using fabrics than don't require any matching of fabric patterns. Extra labor charges apply, and extra fabric will be needed, when we use fabrics that need any type of matching. Service Sales:Upholstery
Labor:Extras:Matching Patt:VerticleMatch Extra charge for Verticle Pattern Match on .....Align pattern vertically as much as reasonably possible. (This is not a flow match) (some patterns may not be fully vertically matched in some instances.) Welts will not be matched but are just made out o... Service Sales:Upholstery:Pattern Match
Labor:Extras:Seam binding *Seams may be bound with 1 of 3 methods (sewing the edges, using a seam binding fabric, or using an adhesive), depending on what we think is most appropriate in regards to the type of fabric, application, or availability of supplies, etc.  ..... Per ft... Service Sales:Upholstery
Labor:Extras:Skirt   Service Sales:Upholstery
Labor:Extras:Throw Pillows   Service Sales:Cushions & Pillows
Labor:Extras:Trim, custom   Service Sales:Upholstery
Labor:Frame   Service Sales:Upholstery
Labor:Frame:Frame Alterations   Service Sales:Upholstery
Labor:Frame:Frame repairs   Service Sales:Repairs
Labor:labor on foam Labor to cut, shape, glue, etc. the foam to a furniture frame Service Sales:Repairs
Labor:Repairs   Service Sales:Repairs
Labor:Rush Fee   Service Sales:Upholstery
Labor:RV   Service Sales:RV Upholstery
Labor:RV:RV Furniture   Service Sales:RV Upholstery
Labor:RV:extras   Service Sales:RV Upholstery
Labor:RV:Goucho Beds RV goucho bed (folding cushions  that are connected), recover only, re-use existing foam,  seat cushion aprox " X  " X  " thick - back cushions aprox size "X "X " thick Labor each Service Sales:RV Upholstery
Labor:RV:RV Uph-Labor RV cushions, recover only,re-use existing foam, aprox size  " X  " X  " - Labor each Service Sales:RV Upholstery
Labor:Sewing   Service Sales:Sewing
Labor:Slipcover   Service Sales:Slip Covers
Labor:Slipcover:Cushions   Service Sales:Slip Covers
Labor:Slipcover:Extras   Service Sales:Slip Covers
Labor:Spring Repair Retieing or repairing springs in furniture Service Sales:Repairs
Labor:Upholster   Service Sales:Upholstery
Labor:Upholster:Alterations   Service Sales:Upholstery
Labor:Upholster:Chairs   Service Sales:Upholstery
Labor:Upholster:Extra Work   Service Sales:Upholstery
Labor:Upholster:Frame Prep   Service Sales:Upholstery
Labor:Upholster:Sofas   Service Sales:Upholstery
Labor:Upholster:Sofas:6 cushion sofa Labor to recover 6 cushion sofa, with 3 seat cushions and 3 back cushions, no skirt, not buttons. Service Sales:Upholstery
late fee   Service Winters Sewing 2 Checking
Note   Service Sales:Other
Other Income   Service Other Income:Miscellaneous Income
Outdoor   Service Outdoor
Outdoor:Outdoor cushions   Service Outdoor
Prof Mem. Professional Memberships Service Dues and Subscriptions
Refinish-Sub   Service Sales:Refinish/Repair
Shop   Service Time
Shop:Clean   Service Time
Time   Service Time
Time:Journal   Service Time
Thread   Inventory Part Sales:Supplies
Thread:Star Ultra De   Inventory Part Sales:Supplies
Thread:Star Ultra De:368 Lt. Blue #6 Polyester thread, 4 oz. spool / size DB92 Inventory Part Sales:Supplies:Thread
Thread:Star Ultra De:6162 White Inventory Part Sales:Supplies:Thread
Customer's   Non-inventory Part Sales:Other
Customer's:Leather Client provided leather. Non-inventory Part Sales:Other
Customer's:Customer supplied items   Non-inventory Part Sales
Customer's:Fabric yds of customer's own fabric. plain or all over design fabric, no matching required. (Extra charges apply and extra fabric will be needed if fabric has a design needing to be matched.)..Note: If this fabric is a loose weave or unravels easily, There wi... Non-inventory Part Sales:Other
Customer's:Vinyl yards of customer's own vinyl. plain or all over design fabric, no matching required. (Extra charge if fabric has a design needing to be matched.) Non-inventory Part Sales:Fabric
Discounts/Fab   Non-inventory Part Cost of Goods Sold:Fabric
Estimate   Non-inventory Part Sales:Other
Estimate:Fabric needed Yds of, plain or allover print, Fabric, needed for job. Allow more fabric & labor if the fabric you get is a plaid or fabric that requires matching. Non-inventory Part Sales:Other
Orders   Non-inventory Part Sales
Orders:Thread   Non-inventory Part Cost of Goods Sold:Thread
Orders:Leather   Non-inventory Part Cost of Goods Sold:Leather
Orders:Fabric FABRIC: Yds of Pattern:   / Color:  / Number: / Sample Book:  / From Company:..Note: Extra charge if we match patterns...Also, if this fabric is a loose weave or unravels easily, There will be an extra charge if we bind the seams...We reserve the right... Non-inventory Part Sales:Fabric
Orders:Fabric-blank Yds of Pattern: _______________  / Color: ______________ / Number: __________/.... Sample Book: _____________ / From Company: ______________________..Note: Extra charge if we match patterns...Also, if this fabric is a loose weave or unravels easily, Th... Non-inventory Part Sales:Fabric
Orders:Foam FOAM: Piece(s) of new foam for  .... cushion(s), size  " X  "  X  " thick, grade:       or similar Non-inventory Part Sales:Foam
Orders:Hardware   Non-inventory Part Sales:Supplies
Orders:Loan Samples Loan Sample Non-inventory Part Cost of Goods Sold
Orders:Lumber   Non-inventory Part Sales:Lumber
Orders:Parts   Non-inventory Part Sales:Parts
Orders:Pillow Wrap   Non-inventory Part Sales:Pillow Wrap
Orders:Supplies   Non-inventory Part Sales:Supplies
Orders:Vinyl Yds of Pattern:   / Color:  / Number: / Sample Book:  / From Company: Non-inventory Part Sales:Fabric
Orders:Vinyl blank Yds of Pattern: _______________  / Color: ______________ / Number: __________/.... Sample Book: _____________ / From Company: ______________________ Non-inventory Part Sales:Fabric
Purchases   Non-inventory Part Cost of Goods Sold
Purchases:Parts   Non-inventory Part Shop items
Purchases:Personal Use Items withdrawan for personal use Non-inventory Part Cost of Goods Sold:Personal Use Account
Purchases:Fabric   Non-inventory Part Cost of Goods Sold:Fabric
Purchases:Foam new foam Non-inventory Part Cost of Goods Sold:Foam
Purchases:Lumber Lumber for Job Non-inventory Part Cost of Goods Sold:Lumber
Purchases:Shop Items   Non-inventory Part Shop items
Purchases:Supplies   Non-inventory Part Cost of Goods Sold:Supplies
Purchases:Supplies:Cotton Battng   Non-inventory Part Cost of Goods Sold:Supplies
Purchases:Supplies:glue/adhesive   Non-inventory Part Cost of Goods Sold:Glue/Ahesive
Purchases:Supplies:Hardware   Non-inventory Part Cost of Goods Sold:Hardware
Purchases:Supplies:Pillow Wrap   Non-inventory Part Cost of Goods Sold:Pillow Wrap
Purchases:Supplies:rodding 3/8" 3/8" metal rodding Non-inventory Part Cost of Goods Sold:Window Treatment hardware
Purchases:Supplies:Thread   Non-inventory Part Cost of Goods Sold:Thread
Purchases:Supplies:Trim   Non-inventory Part Cost of Goods Sold:Trim
Purchases:tools etc.   Non-inventory Part Tools, etc.
Sales   Non-inventory Part Sales
Sales:Extras   Non-inventory Part Sales:Extras
Sales:Fabric Yds of Pattern:           Color:      Number:  Sample Book:      From Company:..Note: Extra charge if we match patterns...Also, if this fabric is a loose weave or unravels easily, There will be an extra charge if we bind the seams. Non-inventory Part Sales:Fabric
Sales:Foam Piece(s) of new foam for  .... cushion(s), size  " X  "  X  " thick, grade:       or similar Non-inventory Part Sales:Foam
Sales:Lumber   Non-inventory Part Sales:Lumber
Sales:Parts   Non-inventory Part Sales:Supplies
Sales:Pillow wrap WRAP: add 1 layer of our standard pillow wrap, or other padding, over .... Non-inventory Part Sales:Pillow Wrap
Sales:Spring Cush's   Non-inventory Part Sales:Spring Cush's
Sales:Supplies SUPPLIES: Standard supplies to do job. (thread, staples, our standard amount of added cotton, dust cloth, tack strips, standard cording ..... (This does not include any additional non standard amounts or types of any supplies that may be needed. There ... Non-inventory Part Sales:Supplies
Sales:Supplies:Glue cost Cost of glue Non-inventory Part Sales:Supplies
Sales:Trim   Non-inventory Part Sales:Trim
Sales:vinyl   Non-inventory Part Sales:Fabric
Internet Pers Personal Internet use Non-inventory Part Owner's Capital:Draws:Occupancy-personal:Utilities:Internet-pers
Shipping to us costs of shipping freight to get products to us. Other Charge Shipping & Freight to us
Advertising   Other Charge Advertising
Advertising:Internet business website Other Charge Advertising:Internet Advertising
Advertising:Newspapers   Other Charge Advertising:Newspaper
Advertising:Newspapers:West Side Newspaper   Other Charge Advertising:Newspaper:West Side Newspaper
Advertising:Newspapers:Itemizer Observer   Other Charge Advertising:Newspaper:Itemizer Observer
Advertising:Telephone Books   Other Charge Advertising:Telephone Books
Advertising:Telephone Books:Explore Polk County   Other Charge Advertising:Telephone Books:Polk County Phone Directory
Advertising:Telephone Books:Polk County Phone Book   Other Charge Advertising:Telephone Books:Polk County Phone Directory
Advertising:Telephone Books:Dex Phone Directory Dex Yellow pages advertising Other Charge Advertising:Telephone Books:US West Dex
Advertising:Telephone Books:YellowBook Dirx YellowBook Directory phone book payment Other Charge Advertising:Telephone Books:Regional Directory
Owner's Equity Item   Other Charge Owner's Capital:Draws
auto insuranc To Personal Account to pay for auto insurance Other Charge Owner's Capital:Draws
Credit toward   Other Charge Other Expenses
Dues & Subscr   Other Charge Dues and Subscriptions
Freight   Other Charge Cost of Goods Sold:Freight
Freight:Packaging   Other Charge Cost of Goods Sold:Freight
Judie charge   Other Charge Professional Fees
Loan Sample   Other Charge Sales:Other
Loan Sample:Book Sample Book name or number:      From Company: Other Charge Sales:Other
Loan Sample:Collection Number of pages or samples:    From Company: Other Charge Sales:Other
Loan Sample:Page - single Pattern  or Number:   /From Sample Book:      /From Company: Other Charge Sales:Other
Occupancy   Other Charge Occupancy
Occupancy:Shop Space Shop/Business portion of house payment Other Charge Occupancy:Shop Space
Occupancy:House Payment House Payment to USDA-Rural Development - personal Other Charge Owner's Capital:Draws
Occupancy:Electric-Busi Electricity, Business Other Charge Occupancy:Utilities:Electric Business
Occupancy:Electric-Pers Electricity, Personal Other Charge Other Expenses:Owner's Occupancy Share:Electricity - Personal
Occupancy:Garbage-Busi Garbage - Business Other Charge Occupancy:Utilities:Garbage Business
Occupancy:Garbage-Pers Garbage - Personal Other Charge Other Expenses:Owner's Occupancy Share:Garbage - Personal
Occupancy:InternetServ Bus. Business Internet Service Other Charge Occupancy:Utilities:Internet Service-bus
Occupancy:InternetServ-Pers Personal Internet Service Other Charge Owner's Capital:Draws:Occupancy-personal:Utilities:Internet-pers
Occupancy:Nat Gas-busi Natural Gas - Business Other Charge Occupancy:Utilities:NatGas Business
Occupancy:Nat Gas-pers Natural Gas Personal - 78% - enter .78 in Quatity Other Charge Other Expenses:Owner's Occupancy Share:NatGas - Personal
Occupancy:Rent-Business Business rent Other Charge Occupancy:Rent-Business
Occupancy:Rent-Personal Personal Share of rent Other Charge Other Expenses:Owner's Occupancy Share:Rent - Personal
Occupancy:Phone-Business Business Telephone Other Charge Occupancy:Telephone-Business
Occupancy:Phone-Business:Bus. Fax line Business fax phone number Other Charge Occupancy:Telephone-Business
Occupancy:Phone-Personal Personal telephone Other Charge Owner's Capital:Draws:Occupancy-personal:Utilities:Telephone - pers
Occupancy:Water-Busines Water & Sewer for business Other Charge Occupancy:Utilities:Water-Sewer Business
Occupancy:Water - Pers Wate & Sewer for  personal Other Charge Other Expenses:Owner's Occupancy Share:Water-Sewer Personal
Office-Bus.   Other Charge Office Supplies
Office-Bus.:Computer Expense   Other Charge Repairs:Computer Repairs
Personal   Other Charge Owner's Capital:Draws
Refunds   Other Charge Miscellaneous
Retainer retainer applied Other Charge Retainers
service charg   Other Charge Service Charge
Shipping SHIPPING  and Handling charges on your fabric or other. Other Charge Sales:Other
Shipping:Cutting Charge   Other Charge Sales:Other
Tip/Bonus Tips & Bonuses Other Charge Other Income:Tips
Trip charge   Other Charge Sales:Trip Charge
Trip charge:Consultation   Other Charge Sales:Trip Charge
Trip charge:Delivery DELIVERY: Charge for 1 person, extra charge if 2 people needed. (no charge if customer brings furniture to our shop.) Other Charge Sales:Trip Charge
Trip charge:Measure-Fit'g Slipcover Measure &/or Fitting Other Charge Sales:Trip Charge
Trip charge:Mileage Charg   Other Charge Sales:Trip Charge
Trip charge:Pick up PICKUP: Charge for 1 person, extra charge if 2 people needed (no charge if customer brings furniture to our shop.) Other Charge Sales:Trip Charge
Trip charge:Service call   Other Charge Sales:Trip Charge
Visa Payment Personal Visal Credit card Payment Other Charge B of A Visa
Amount Due Amount Due Subtotal  
Reimb Subt Reimbursable Expenses Subtotal Subtotal  
Subtotal SubTotal ------------------------------------------->>>>>> Subtotal  
Phone/Internet Busines Telephone & Internet Group  
CustSlip COM Group   Group  
USDA - House Payments   Group  
Phone 000-0000 Group of personal & business Internet Service, & personal phone Group  
Rent Ind BusPer   Group  
Cush-Lab&Sup Cushion(s), Labor and supplies Group  
CushGroup   Group  
Electric-all Total Electric bill Group  
foam on frame foam & labor to put foam on frame Group  
Garbage-all Combined Personal and Business Garbage Group  
Gas-Nat-all Natural Gas all combined Group  
ISP Internet Service Provider charge Group  
Reimb Group Total Reimbursable Expenses Group  
Rent-all Total Combined Rent Group  
UphGroup Recovery Group  
Water-all   Group  
Discount   Discount Contra-Income
Barter Pay-Ju Barter pay from Client Payment Barter:Barter with Client
Deposit Deposit paid on job Payment Undeposited Funds
Payment-cash Payment by cash received Payment Undeposited Funds
Payment-check Payment by check received Payment Business Checking
Payment Rec'd Payment Received on Work Order Payment Undeposited Funds

 

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Business Documents

In Running an upholstery busineness you need a set of business documents, which may include:

Estimate forms

Work Orders

Letterhead

Business cards

If you do your books by hand, you need to bookkeeping record books.

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Work Order Phrases

In designing an Estimate Form or a Work Order, here are some of the phrases that I have used on my forms.

Work Order Phrases

Pattern Match

Unmatched: Unless specifically otherwise stated, all labor charges are for using fabrics than don't require any matching of fabric patterns. Extra labor charges apply, and extra fabric will be needed, when we use fabrics that need any type of matching. by StephenW

Stripe Match: Extra charge for Vertical Stripe Pattern Match on ..... Match stripes vertically as much as reasonably possible. (some stripes may not be fully matched in some instances.) Welts will not be matched but are to be made out of one of the stripes, or colored or floral parts of the fabric or can be made out of different fabric, if the different fabric is ordered or supplied, and so noted on this work order.) by StephenW

Verticle Match: Extra charge for Verticle Pattern Match on ..... Match vertically (keeping each pattern in the same center of pattern) as much as reasonably possible. (This is not a flow match) (some patterns may not be fully vertically matched in some instances.) Welts will not be matched but are just made out of various parts of the pattern of the fabric or can be made out of different fabric, if the different fabric is ordered or supplied, and so noted on this work order.) by StephenW

Center Match: Extra charge for Center Pattern Match on (type of furniture) Center patterns as much as reasonably possible. Patterns will be centered on each piece and on the runners, as much as reasonably possible, as determined by the upholsterer. (in some cases some patterns may not be fully centered.) Welts will not be matched. by StephenW

Plaid Match: Extra charge for Plaid Pattern Match on ...... Match patterns both ways as much as reasonably possible. (some patterns may not be fully matched in some instances.) Welts will not be matched but are to be cut on the diagonal or can be made out of different fabric, if the different fabric is ordered or supplied, and so noted on this work order.) by StephenW

Waterfall Match: Extra charge for Waterfall Pattern Match on (type of furniture) Match patterns as much as reasonably possible. (some patterns may not be fully matched in some instances.) Welts will not be matched. If requested Welts can be made out of a different fabric, if different fabric is ordered and it is so noted on this work order. by StephenW

COM Statements For Customer's Own Material:, we assume neither responsibility nor liability for the durability, tailoring variation, suitability for use, or flammability. contributed by kmealy

Customer's Own Material. plain or all over design fabric, no matching required. (Extra charges apply and extra fabric will be needed if fabric has a design needing to be matched.) Note: If this fabric is a loose weave or unravels easily, There will be an extra charge if we bind the seams. Note: we will not be responsible for any marks, creases, folds, discolorations, or other imperfections of the client's fabric. Face of fabric is [ ] rolled inside roll [ ] rolled outside roll by StephenW

Installments: Payments to be made as follows: The first installment (about 1/2) covers materials and supplies and estimated shipping costs. Then, some months later, when we are getting ready to start the job, an addition installment of approx 1/2 of the balance (which is mostly labor) will be due.  The final balance, including any adjustments, is due on or before completion, whether the job is picked up right away or not.

For large rebuilding jobs, such as this one, much of the original deposit goes towards paying the expenses of the job (i.e. materials, supplies, outside contract work, etc.),  Due to the length of time a job like this takes it can leave us without the needed funds to carry us through to the end of the job. Consequently, after a substantial part of the work has been completed, if needed, a second payment may be requested to sustain us until we finish the job. In this case, pictures showing the progress will be supplied.

Closing Statements 50% DEPOSIT REQUIRED ON ALL ORDERS. Balance due on delivery. In case of cancellation, Customer forfeits deposit. Not responsible for loss or damage to items left for service in case of fire, theft or any other cause beyond our control. Items left over 30 days after completion or without authorization will be sold or otherwise disposed of. Final bill may be higher due to unforeseen damage/repairs/supplies that may be necessary. There will be a COM surcharge on all outside supplies and/or fabrics brought in to be used in this shop. by Cheryl

 

Work Order Agreement (above signature): Unless otherwise noted, all prices quoted are only for labor of doing things in our standard ways and our standard supplies. Any extra supplies needed or any extra work needed will be charges extra. All labor & other prices and yardage figures are for plain or unmatched patterns. Matching patterns requires extra labor and extra fabric. Extra charges will apply to any extra work, such as frame, spring, or major padding repair, or to any extra supplies needed. Prices only include recovering the items in our shop and do not include pick up and deliver, unless so note in writing. TERMS: if fabric or supplies needed, up to 50%+ DEPOSIT REQUIRED. BALANCE DUE IN FULL UPON COMPLETION OF ORDER, whether or not job is picked up right away. This Work Order agreed to by: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Date _ _ _ _ _ Received by: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Date _ _ _ _ _ _ by StephenW

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Work Orders

I realize that each upholsterer has his or her own way of giving estimates or writing up a work order. Some give a simple short work order with just a total price. I've heard some upholsterers say that they don't put the details on the Work Order because they are afraid that the clients will nit pick various charges to lower the price. In contrast I ALWAYS give a detailed estimate and a detailed work order with all the details and specifics spelled out.

For one thing, writing out all the specifics helps me (or rather forces me) to think through that job in advance so that I have a better idea of what all I'm going to need to do and to order. The detailed work order becomes my job plan, when I get ready to do the job it tells me what I need to do.

I have designed my work orders (and my estimates) to have all the basic disclaimers on them so that I won't forget to add them later.

Another reason I give the client full details is my policy of being authentic and fully open with the client. (That is said with the understanding that there is "trade talk" and "client talk". With clients I am more careful in what I say and how I say it, being careful to be respectful in tone, manner, and content)

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Business Software

Helpful software for you upholstery office:

Accounting software, such as Quickbooks.

Office Software, such as Microsoft Office or LibreOffice, which includes Word Processor, Spreadsheet, Presentation software, etc. LibreOffice also includes a good quality drawing software, which I use to do my cutting layouts.

 

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Choosing A Business Name

When trying to decide upon a name, I'd like to give my thoughts about how names fit on signs and domain names. If you are putting a name on a sign, the more words you have in the main part of the name, the smaller the letters will have to be. I'm going to be a little bit overly rediculous, just do show a point. And, so that we don't get distracted by the name, for this example, I'm going use a completely different name.

First Example:
Here is an example of an all inclusive version of the "full name"


OR


 

See how small the letters would have to be to get that all on the sign.

now, imagine that as a domain name
www. johnsfencesdecksoutbuildingsandgazebos.com    What a mouthful for a website visitor. When you have very long names, especially as a website domain name, there is a strong possibility that the domain name could be misspelled, and your potential client could go off to another website.

Second Example:
Now, compare that to another variation, where the name is very short, with a descriptive phrase under it.

 

Notice how much easier it would be for potential clients to read the name from a distance. This would apply both to a store front name and to a magnetic sign on a car.

Als, notice that the large letters give a general since of what John does. (perhaps with a little thought, another more descriptive word could be used instead of "Carpentry" to more accurately describe that he does outdoor carpentry, etc.)

Third Example:

What if John were to choose a very generic descriptive name, a word (nicknacks) that is not normally associated with carpentry or construction?

  
At a quick glance from a distance, his name doesn't instantly describe what he does. Both for signs on buildings and for painted or magnetic signs or vehicles, you want your name to instantly convey at least some sense of what you do. For a sign on your vehicle, imagine the neighbors (who are potential customers) looking out their window, or across the yard, over at your vehicle. They would probably only be able to see the the top part of your sign, such as in the second and third examples above. They probably would not be able to read a sign, as in the first example above, that has lots of smaller words all the same size.

My suggestion is this. I would suggest that a business name have only 2 or 3 short well-known words because:
1. It easier to make the name larger on a sign so people can easily read the sign.
2. It makes it easier for people to type in your URL.

An except for this, as in my case, is if you arrange your name in such a way to highlight the main words. For example, for legal purposes, the full name of our business is "Stephen and Emmy Winters Sewing". Kind of long for a name on a sign. However, in our advertising, depending upon the layout of the ad, I lay out the words like this:
 

OR

This way we have the full name, but still have the main two words of our name large enough to be easily seen.

 

Choose Your Name Logically

Just because you like a name doesn't mean that it would make a good name for your business, so choose a name that will help your clients relate to you better.

Your business name is often your first connection to your potential clients. A good business name should make your clients connect with you in a positive way. In a sense, you are really choosing a business name for your clients.

For instance, Let's take a woman who loved going to the beauty salon, and really felt pampered there. Eventually she decided to open a beauty salon of her own. Because of her emotions of feeling pamper at a beauty salon, she chose the name "Schnookum's Lovin's". That name might make her feel good, but it doesn't tell the client's what she does. Some people might be embarrased to even come inside.

Name Specifies Identity + Service

When choosing a name, as I specified above, it is good to have only two or three words in the name. One of those words should specify "identity", as in John's Carpentry above. The other word should describe your service that you perform, again using our example of John's Carpentry above. To make it easier for the client, the names and words should easy to spell and common terms. The "service" part of the name should be a word commonly recognized to be associated with the service that you are performing, as in the above example.

You Name Gives an Impression

Do you want potential clients to view you and your business as "Professional" and/or "Warm and Homey"? The name you choose affects the way you think about yourself and your business. For example, when a person uses their personal name in a business, the business seems more personal and relational to clients. Compare the mental picture you get when using "John's Carpentry" versus "Bismark Construction Services". "John's Carpentry" seems more friendly and homey, so people may come in with a more relational feeling before they even meet John.

Remember, we want our business name to send an appropriate message to the client. If you are small business and if you want to send a warm message to clients, using your own name as part of a business name can help establish positive feelings before you even meet the client. On the other hand, if you want to be viewed only as a "professional" by the client, then using a non-personal name, such as "Bismark Construction Services" would be appropriate.

Domain Names

Keep your domain names short, using familiar easily names and/or words that easily spelled.

Here's another thought. If you make your business name be your website address, then wherever people would see your name, they would have your business name. For example, if your actual business name was something like JaneSews.com, or Jane Sews.com and had your website at www. janesews.com. The advantage to this approach is that your one line listing in the phone book would also be your website address. I got this idea from our last photographer, Stanakers Photo Studio.com Just a note, in this case, you need to make sure that your domain name is your legal name and then you may have to INSIST the phone list it that way. The yellow pages reps may have to to check with their supervisers before they finally put it in the phone directory that way. You can see they yellow page listing here: Stalnaker's Photo Studio.com. (note: Stalnaker's website no longer active.)

 

Other sites:

Here are some more website advice about choosing a business name.

  1. Choosing a Business Name FAQ - Nolo -

    "Answers to commonly asked questions about choosing and registering a successful business name."

  2. Pick a Winning Name for Your Business

    "Choose a business name that will identify your company's products and services."

  3. 5 Rules for Choosing a Business Name - About, Canada

    "What’s a winning business name? A business name that draws business in itself. ..... Get your family, friends and/or colleagues together for a business name brainstorming session and work through these five rules for choosing a business name:"

  4. How to Name a Business - Small Business.gov

    "Whether it's a clever moniker, a personal tribute, or simply picked out of hat, your business' name will frame its identity. The significance of choosing a name can sometimes be a tricky undertaking. You may find it helpful to keep alternatives in mind during your selection process. If you're having some trouble selecting a business name, here are some tips to consider."

  5. Ideas about Choosing A Business Name Young Entrepreneur

    Here are a collection of articles about chosing a business name.

  6. Research Your Proposed Business Name

    "Choose your business name carefully.  It is an important part of marketing your goods and services. One of the steps is to check if the name has already been taken.
    If you use a business name that is too much like the name or trademark of another business, you can be sued. Here is a list of resources to help you search for a good business name and to avoid names already being used. "

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Customer Relations

Root book page, contained

Working With Clients
This this section is for articles about how to work successully with clients

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Guiding Principles for Client Interactions

Your clients are your Livelihood

Never forget that it is the client who is your boss, your benefactor.  The client pays your wages, you bills,  your rent,  and puts food on your table.
When dealing with clients, whether they are nice or difficult, you need to gain some perspective. How you treat your clients will greatly affect whether you succeed or fail in business. How you think about and talk about your clients will affect how you treat your clients.

Watch Your Own Attitude

One of the most important aspects of working with clients Is to keep your own thoughts and attitudes under control. If you let yourself get snippy or have a bad attitude, then you can quickly change the whole interaction with the client to become very negative. By contrast, if you always treat them with respect and courtesy and speak pleasantly to them, you may find yourself able to deal with the most difficult clients

Keep The Clients Happy

It is much easier to keep a client happy than it is to try to appease a client once she/she gets upset.

Much of our bad rapport with clients comes from our own for poor relational or business habits, our poor thinking patterns and inappropriate behavior. Just remember, our thoughts lead to our behaviors. How we think about our clients leads to how we treat them. Never say anything bad about a client, in fact do not think bad thoughts about any client. Never ever badmouth any clients,  not even the difficult ones. When you talk badly about a client you are justifying bad behavior on your part.  That will not help you succeed in business.

Keep A Thankful Attitude

Always be thankful for the people who supply our livelihood. Treat all clients and potential clients with respect and honor, even those you don't like. But remember this, you don't have to do work for everyone who comes into your shop. If you sense that a client may be difficult to work with, you don't have to take any work from that client. But, with that said, if you keep your thoughts and attitudes in check, and always do your best quality work, you may find that you can to work for almost anyone and please them.

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Keeping a Good Attitude

Being in business it is especially important to keep a good attitude with the clients because the clients are the ones supporting our business. When we choose to have negative attitudes towards our clients, it degrades our character and hurts our business. Clients can tell if we harbor ill-will towards them.

Negative causality:

When we think or believe the worst about a client, we stir up negative karma between us and the client. Then we bring the negative causality on ourselves. Our fear becomes a self-fulfilling prophecy.

In working with clients, it is easy to bring out the worst in us. If the client asks us to do something differently, or if they ask for a lower price, this can trigger some negative or angry feelings about the client. This is why it is so important to be honest with ourselves about ourselves. We all have faults and weaknesses. Do we want others to be thinking or speaking about us in the same negative way that we something do about the clients?

Our own attitude greatly affects the attitude and response of the clients. If our attitude is somewhat negative (although we may think we have a good attitude), it can change a normal question into a seemingly negative negative.

Every relationship has a turning point, which direction will it take. Will there be negative interactions, or will it be pleasant and helpful. The turning point is usually right at the outset. For instance, if a client asks for a discount, our attitude about the question and response to the question will set the tone for the rest of the interaction. For instance:

If we think of clients (who ask for discounts) as cheap chiselers, then when a client asks for a discount, it is very easy to think or to respond negatively. Then, as we encounter more clients who want it cheaper, our negative attitude begins to build towards "those cheap clients". Even if we don't say anything negative to the client, they will inwardly sense it, even it they don't immediately recognize it. The result, at the very least, could be just having them "not connect" with us as their potential upholsterer.

Correcting our attitudes: I would think that we all experience pain and negative thoughts. It's what we do with it the determines our attitudes, behaviors and actions. Here is an excellant article: Seven Major Ways We Lose Force. We bring negative customers to us when we complain about our clients. We damage relations with current and potential clients when we complain or think negatively about any clients.

Pride is a very subtle and very damaging trait. Using pride we blind we blind ourselves to how we actually are and makes us think that we are in the right in most or in all situations.

Monitor Our Own Attitude

In every interaction, Keep track of our own attitudes. It doesn't matter whether the client was wrong, or if they acted bad, we need to manage our own attitude. If we responded incorrectly, take time to correct it. You can say things like, "That is not what I meant to say. What I meant was ....". We don't have to berate ourselves (unless we really deserve it*), but just correct our inappropriate response and go on.

When we let ourselves think badly or act incorrectly to a client (and don't correct ourselves), it becomes easier to think or act poorly with the next client. We are creatures of habit. The more we do something, the better we get at it and the easier it becomes. (Yes, we can get better at being crabby to clients, and that is not a good thing.)

The trouble with "venting" or complaining to our friends or collegues, is that it builds up our sense of being a victim. It also builds up our pride, "I'm better than this. I don't deserve to be treated like this." Over a period of time this leads to damaging our business and personal relationships.

*One problem with berating ourselves is it make us (temporarily) feel bad, but it does nothing to help us change our thinking and our behaving.

The Result

It is very tempting to berate clients. It makes us feel justified for our behavior. But the result is that this speaking ill of our clients (whether it is seemingly justified or not) negatively changes who we are. The result is often very subtle, but the outcome is that many clients will sense something isn't quite right, and so they leave without making a decision.

However, when we focus on ourselves (examining and correcting our own faults, and looking for what we did wrong in any situation) correct our thinking and behavior, then clients feel more at peace around us. They are more attracted to us, not because of anything we are doing to "be attractive", but just because we are more pleasant to be around. As we talk to them about the posibility of us recovering their furniture, we don't try to make them do anything. We don't judge them, but accept them as they are.

When they ask for a discount

When they ask for a discount, or for something extra, we keep calm. We don't judge them, but we honor and respect them and their request. There is no reason for us to take offense at their question, but we can even honor that question. That doesn't mean that we have to agree to their request. (If we so choose to agree, without feeling any anger, that is fine.) We can keep calm, and honor them, and at the same time we can gently tell them again what the price is and what it includes. If they want a cheaper prices, then we can take away some of the things that we are offering in our price. We simply show and tell them that when they want to pay less, they will get less.

When we come to a peace with ourselves about what we will or will not do, then we don't have to make the client out to be the bad guy.

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attitude
Customer Relations

Professional Conduct

 

Put the Client's needs first.

While you are obviously in business to support yourself, when you are working, remember this. The business is not about you. It is about the clients. You are in business to serve the client's needs. This is one of your top priorities. The reason that the client contacted you is that they have a need that they want you to fill. If you forget this primary focus, then the clients can go somewhere else to have their needs met. Then you are out of business.

Know The Upholstery Trade

  1. Know your craft.
  2. Know the fabrics
  3. Know the supplies used
  4. Know the foam types and qualities

Organize Your Shop

  1. Organize the customer area
  2. Organize the fabrics
  3. Organize your tools
  4. Keep your work area clean with tools put away.

Maintenance

Maintenance is what keeps everything going

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professionalism
skill

Selling the Job

My first advice about trying to sell a job to an upholstery client is,

"Stop That!" Stop trying to sell the client anything. "Trying to sell" is actually "trying to manipulate a client" to do what you want. It's all about you and your wants. That attitude will not bring clients to you, no will it make them want to buy your product.

Instead, Look at it from the client's perspective. Think about how you can make the client's time with you a pleasant time, which at the same time, gently teaching them about whatever they ask or that they might need to know. 

Why did they come to you? What do they need? How can you serve them? 

Ask the client questions to find out what they are trying to accomplish

Is the price low enough to get the job?

I have been doing upholstery since 1966, when I began working in my dad's upholstery shop (Which he had just began at that same time. He was learning as I was learning) When I got out on my own many years later, I was very concerned about trying to beat the price of new furniture. Many times I would beat myself down on the price before I would even give the client a price. There were times when we were so short of money that I would knock price way down just to get the work. And the client would often say, "I'll think about it" as they walked out the door. Then, sometimes, after I had a lot of work, they would come back and want me to do it for that low price that I had quoted. Those were some very tight years, which included creditors calling, not enough money to pay the bills, etc. During those years I hated dealing with clients (which led to work for decorators for a few years) Fortunately (or unfortunately) I was too stubborn or too dumb to quit. I just kept plugging on. Eventually things got better. I understand that whole process of trying be cheaper than new furniture and how it didn't work for me or for my potential clients.  

Focusing on Quality, not on having a cheap price

With time I began to focus more and more upon doing quality work. With that decision came the putting aside of trying to be cheaper than new furniture.

Acknowledging My Failings

I don't ever blame the client. Most of the failings that I have had with clients have been of my own making. That's also the good news, because if it is my fault, then that gives me the power to fix it. I invite you to read some of the articles (and stories of personal experiences) that I have written about Customer relations. You can see them here: http://www.upholsteryresource.com/node/121   

The Furniture

The type of customers that I serve are those who have furniture that:
1. fits a specific purpose (i.e. fits between those two bookcases, etc.)
2. is sentemental.
3. antiques
4. is high quality and well work recovering
5. they really like their furniture
6. and maybe another type or two that I just can't think of right now.

Showing Fabric

Like most upholsterers, I have the typic fabric samples in my shop, that the client can check out. In addition to that, I've set up a page on my website where the client can start their online search for fabrics. You can find that page here: Our Fabric Suppliers

My Upholstery Website

I have my website for my upholstery business set up with dozens of pages to answer almost an question that the client can think of. And any time a client asks me a question that isn't on the website often write out a detailed reply to the customer. Then, in many cases, I take that reply, rewrite it a little, and use the information to put up another page on my website.

Teach them

When a client comes into my shop I never try to close the deal. I spend time teaching them about quality form versus cheap foam (I have a very simple foam quality demonstration test that I do for the client) That immediately teaches them the difference.

Treating Them As Friends

While they are in my shop I treat them as friends. We talk about life, family, hobbies, etc. all while I'm getting the information about their furniture. When I give them the estimate, I tell them that they don't need to make up their minds right then. They can take their time. Even so, many of them say that they are ready for me to write up the work order. So, to summarize, I put the client at ease by not trying to pressure them into anything, but just being their to answer their questions, and to teach them about whatever they need to know to make a decision, whenever that is right for them.

What is Best for the Client

Although we as upholsterers are trying to support ourselves and our families, we are also in business to fulfill a need of our clients. Our main focus should be to help them clarify what their needs are and to help them find a solution.

Connecting with Another Human Being

When a client contacts us it can be easy to look upon them as a pocketbook to pay our bills. We should never lose sight of the idea that our clients are human beings. They have needs and desires the same as we do. We should look beyond our own needs and wants and seek to treat them as beings of great value. Who are they as people? When they come to us, what are they looking for?

Lighting Their Passion

The Client has a reason to call an upholsterer. Part of  our privilege is to listen to the client and help them to birth their passion into a flame. I don't have to try to sell them anything. All I have to do is to help them connect with their reason for being here. I spend most of the time they are here connecting with them as people who just want to be heard. During their time here they get a sense of who I am and my role has helping them achieve their dream.

Sometimes they like the idea of just renewing Great Aunt Jane's favorite rocker. They may want to have me restore as close to what it was when it was new. Sometimes I present the idea connecting their memories of their special relative with their own current lives, making the rocker into a show piece that is in keeping with their own lives and furniture. In other words, making the rocker truly theirs as a fully functioning part of their lives nowadays

Showing them what I do

I also take step by step pictures of each job that I do. This is almost like having the client right by my side watching everything that I do. This choice has prompted me not to cut corners, but to do a much higher quality of work. Many of my pictures go onto my online web photo album, which you can see here: http://pgallery.winterssewing.com Clients can go to that photo album and go through the process and see exactly what I do.

Give them an estimate

Most of my estimates I give by email. They send me pictures and I send them an estimate back. Even when they come into the shop to look at fabrics, most of them don't want to hang around waiting for me to make out an estimate. If I have time while their are here, I make out the estimate and give them a copy before they leave. But most of the time I offer to email the estimate to them. I take them to an example of my estimate that I have posted on the wall and explain how it work. In the estimate I give them price options, which you can read about here: /index.php

 
 
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A Challenging foam Client

 

A Client Asks Advice*

November 29, 2004) One day a client called (and then later came into our shop) inquiring about getting replacement foam for his sofa and loveseat (a total of 5 new cushions). After I estimated the price (about $300), he wondered if it was worth spending that much money on new foam. He had bought the set about 8 years ago and had spend about $2000 for it. He was planning of keeping the set for about another 5 years. That worked out to be about $250 per year of ownership. The $300 cost of the foam, divided into the next 5 years, seem workable.

He Comes to get Further Information

When he came into our shop, he brought in the old foam cushions (which had spring centers, and attached pillow-tops filled with polyester (about 2”thick)). The foam had softened up from age. He mentioned that he had back problems and that he wanted something firm. I had him sit on various foam samples (the foam samples are 12” X 12” X 4”) from 2535 (medium), 2743 (firm), 2952 (Extra Firm), & 2670 (Very Very Firm). He decided that he wanted the very firmest that we had. At that time I told him that it was harder than most people choose. He took his cushions and went home to think about it.

Client Orders Foam

A few days later he decided to just get the foam just for the loveseat to try that out. I told him that I needed a deposit. When I received a deposit, I ordered the foam, (each piece of foam was 24.5" X 25.5" X 5.5" thick, grade: 2670 ) and then stuffed his cushions. Yesterday his wife came to pick up the cushions. I had her sit on it while she was here, and then she paid for it, I made out a receipt for her and then she took the cushions home.

Client is Not Happy With Foam

The next morning his wife came back and said that the two cushions were too hard, that they wanted softer foam. I told her that I would need a deposit to order the new foam. She asked if I was going to charge her again for the foam? I told her that we order the foam for each job, and it is cut to size. After she asked the same question again, we told her yes. I showed the wife some foam samples as a replacement and she chose the 2743. She said that her husband would not be happy having to pay for the foam again. She asked to use our phone and called her husband and talked with him. Then the wife had me talk with her husband on the phone. He said that the foam in his cushions was not acceptable, that the foam samples he sat on were too small to truly tell how they would actually sit (this is part is true, he is a pretty big guy). Later in the conversation he said that the foam sample he had sat on was not the same as what was put in his cushions, the foam was like a board. It was totally unacceptable. He said that he wanted to have the same type of foam back in the cushions like when they were new. (When he ordered it, he said that he wanted it firm.) I offered to order the replacement foam (of those two cushions) at half price. He was not happy with that, and wanted me to just replace the cushions at no cost to him. He said that I was the professional, I should know what product to use. He said that I should work with him on this. (which is why I had offered to replace it at half price) I told him that I would talk with my wife and then call him back and tell him what we were going to do. After I got off the phone with him, he wanted to talk to his wife again. When she got was finished with him, she backed out of the foam that she had chosen and said that I should choose the correct foam. She said that I’m the professional and that I should choose the right foam. About the same time as I was talking with her and her husband, another client showed up and I was not able to talk with my wife about what we should do. The wife took the cushions with her and left. She was not happy. Either while the client was here, or when she came back a few minutes later, she asked for a copy of the receipt, which we gave her. (It seemed important to her husband that she make sure that she have that receipt.)

We Consider How to Respond

After both clients had left, I talked it over with my wife. She had been here when the husband had originally been here when he was choosing the foam. I talked about possible options. It really concerns that neither the husband nor the wife wants to have any responsibility in choosing the correct foam. The fact that they just want me to choose it, and then have them decided whether or not it is right, doesn’t set right with me. If I do this, maybe I’d just be more money out on foam. I don’t trust clients who want to take no responsibility for their choices

In trying to figure out how to handle this situation, I made a list of some possible alternatives:

  • 1. Just give them their money back, take back the foam, and not do anything more for them.
  • 2. I could take a chance and order 1 cushion (of our most commonly ordered foam (2535) and see how they like that.
  • 3. I could order 2 cushions, 1 of 2535, and 1 of 2743 (firm) and have them try out both of them.
  • 4. Just order the replacement foam for the two cushions and just give it to them. (This would be taking a chance on whether or not they'd be happy with the replacements.)
  • 5. I could call the foam company and ask for bigger samples of the foam, say about 22” X 22” X 4” or 5 “ thick. (we’d probably have to pay something for them)
  • 6. I could call the foam company and tell them the situation, ask for advice, and possibly a discount.
  • 7. Any Other Suggestions?

 

Part B

Reply #4 on: December 01, 2004, 07:08:14 AM Hi Jack, Thanks for your very thoughtful response. As I mentioned in my first message (above), when I last talked to the client, I calmly told him that I would call him and tell him what I was going to do. He had been getting upset at the idea that he had any responsibility for his actions at all. My first "emotional" response (which I kept within me) was to just not deal with the client any more. But I've learned it doesn't pay to act out my emotions. So the client only saw me as a calm person who wanted to check out details before giving a reply.

Quote from: Jack on November 29, 2004, 12:48:16 PM First off, don't ever make the choice for the customer without some discussion.

You are so right, I don't intend to make the decision for the client.

Quote: On the other side of the coin, we don't want to have an unhappy customer either.

Yes, I agree. An unreasonable client can badmouth you to many people.

Quote: The one way I have gotten around this problem is to have in stock a few sheets of foam in different weights, then they have something full size to test.

Good idea. However, at this point, I don't have very much space to stock sheets of foam. I do think that the client brought up an important point. I do need to have larger samples. I've been talking this over with my wife, and she agrees. We called up our foam supplier to see what we could do about getting bigger samples. The sales rep checked with the big boss and the best they can do is give us 10-sheet pricing on the foam samples, which is at least something. I was thinking of getting new foam samples that would be about 20" X 20" X 4 1/2" or 5" thick, which is about the size of a small average cushion. This should give a person a reasonable size to try out. I think that they would cost me something like $10 to $15 per sample. As I write this, I had another thought. Another type of sample that I may also try, is a layered cushion, meaning, a firm center with a softer outside. I just recently had another client who wanted firm foam, but didn't want it to me firm on the outside. I order something like a 3" foam for the center, then a 1" sheet of softer which I glued as I wrapped it in 1 piece around the top, front, and bottom. The client seemed happy with it. I haven't yet decided if I would do this but I might considering making one, or more, of my foam samples like this.

Quote: You will probably end up replacing the foam for the loveseat at your cost, then being able to sell them the 3 new ones for the sofa and not be out to much.

I think you are right here. Now about the client. After I wrote my previous message, I remembered that some months back another upholsterer in town (who is a friend of ours) had purchased some foam at a big discount from some supplier and offered to sell me a couple of 22" X 108" X 5" sheets at the same price. So I had purchase them at that time, and had cut one cushion off one of the sheets since then. This left one of the pieces just a little wider than this current client's loveseat need. I don't know if this foam will be the right firmness for the client, but if it would work, it would save us from having to put out the additional money to replace the client's foam.

After my wife and I talked about how to best handle this, we called up the client and just left a message that we had some foam that we would like them to try out. In preparation for them taking it home, I wrapped up the foam in a very thin plastic to keep it clean. The client called us back and Emmy, my wife, spoke sweetly to the client (Emmy is so good at that) about having some foam for him to try out. He came after work and picked up the foam and told us that he is glad that we are "working with him" on this. (Definition: "working with him"= client gets his way) The client said that he would give it a good try for a few hours in the evening, etc.

The client has had the foam since Monday evening. We thought he might send his wife back with the foam first thing yesterday morning, but we didn't he from him yesterday. We'll see what today brings. If by some chance he doesn't like the foam, Emmy and I have been thinking about getting these foam samples anyway. So, another possibility, which I'll probably do, is order a few of the previously mentioned foam samples of different firmnesses. As long as we'd have to buy some more foam to replace the client's foam, we might as well put the foam into getting the foam samples we wanted anyway. Then the client can take a couple different ones home (and perhaps we could even ask the client to bring their foam back in and we could put the foam samples in those cushion to try out. That way we could get the foam back before it gets to used, and the client could try out the foam sample in their actual use. Once they make a decision, then we could order the foam that they like. They might go ahead and order the rest of the foam at the same time? Who knows. I still don't know how this is going to play out, but will keep you update.

Part C

« Reply #5 on: December 01, 2004, 07:19:28 AM » -------------------------------------------------------------------------------- HI Susan, Thanks for responding. Your thoughts are very helpful. Quote from: susang on November 29, 2004, 02:46:58 PM I guess I would give him the foam that "most people" order and that would be your professional opinion, which you already gave him. Order it, make it, tell him he's going to love it. Good thought. I guess we each have our own way of doing thing. It's not in me to try to tell a client that they are going to like something. That's not my personality. I'm more of the personality type to help the client in finding what the different options are and then helping them to make a decision themselves. I do agree that our attitude is so important. Keeping a good attitude and win clients and help with difficult situations. I'm a slow thinker. I often need to take time before responding to a difficult situation (especially if I'm not prepared). When I give a response, I like to have a solution that I can acceptably live with. Quote: Stephen, let us know how you resolve it, please. Yes, I'll certainly do that. see my response to Jack (above) for current details. Thanks for your ideas, StephenW

Part D

« Reply #18 on: December 12, 2004, 12:08:19 AM » -------------------------------------------------------------------------------- Hi, My message is too long for one post, so I have broken it up into several messages. Part 1 of 3

1. Comments Have Been Helpful: I want to thank all of you for giving me your thoughts and suggestions. The replies from the other professionals on this discussion board have helped to validate what Emmy and I had thought we were going to do. Yes, we felt like the client is unreasonable and that we were in the right. But, as one of the replies said, one unhappy client can do a lot of damage. Since my last message I have been discussing with my wife about what the right thing to do is. I’ve also been reading the comments on this discussion board. Thanks for all those thoughts. I haven’t replied to them because I wasn’t sure what to say or how this was going to turn out. I also wanted to wait to answer until we got some resolution into what was going to happen.

2. Trying a Possible Solution: Since my last message, I had remembered that I already had some foam (out in the back shed) that might do the job without having to spend any more money. It also made sending home a sample with the client easier. I went out to the shed and got a piece of foam, aprox size 22" X 57" X 5", and wrapped it up in plastic to keep it clean. We called the client and suggested that he just take this piece of foam home and give it a try. After he took it home, he called back in a couple of days and said that this new foam was too soft. I was disappointed because I thought that it might save us some money.

3. New Foam Samples: 12/11/2004 Now I knew that we had to do something. We called up our foam supplier and told them the situation of the unhappy client. Their opinion was that the client had made a choice and they weren’t going to do anything about it. In all honesty, I couldn’t really expect them to. After talking it over some more with my wife, and giving it more thought, we decided to that we needed some bigger foam samples for the client to sit on. I also thought that as long as we were getting some samples for him to try out, that I might as well order some other foam samples as well. (I wanted to use this experience to look to the future: having bigger foam samples would better serve all of my future foam clients.) We called our foam supplier back and, after talking with a couple different people, they decided to give us the foam samples at the 10-sheet price. At least that was some sort of a price break. So, we ordered the foam samples large enough to sit on, 20” X 20”. I ordered 1” & 2” & 4” of each of the grades that we might be most likely to sell: 2521, 2528, 2535. 2743, 2952, and sizes of 1818 (2” & 4”) and a 1 inch piece of 2670 (which was the same as we first sold in this client’s cushions) I could use these three thicknesses to create every thickness between 1” and 7”, like this = 1”, 2”, 3” = (1” + 2”), 4”, 5” = (1” + 4”), 6” = (4” + 2”), 7” = (4” + 2” + 1”). This also would allow me to try out different combinations of layered foam, such as, 1” medium on 4” firm, or 2” soft on top of 4” firm, and so on.

4. Client Returns 2nd Softer Foam: When the client brought back in the plastic wrapped softer foam, we told him that we were getting some bigger foam samples, and that when they came in, he could try them out. This seemed to satisfy him, then he left. When the new foam samples came in, we notified the client.

5. Client Tries New Foam Samples: A couple days later, on Thursday night, the client brought the two cushions back in. He was in a rush, so I quickly removed the previous super firm foam, that we had sold him, and put the 20” X 20” X 5”samples of the two different firmnesses of foam in his two cushions, firm in one cushion, and extra firm in the other cushion, and sent them home with him.

6. What About the Cost? Up to this point we still had not talked about price settlement. I still wasn’t sure just how to handle that. However, a thought came to me that I toyed with. The new foam would cost a little less than the first super firm foam, and I thought that I should order the new foam in a little smaller size, ½” thinner and ½” less on each side. This would reduce the tightness of the cover a little, as well as reducing the cost a little. At first I began thinking, because of the reduction is cost, how I could only credit back to the client, ½ of the cost of the previous foam to the new foam, and still have it be the same total price. I could work it all out in the computer, and then just create an invoice that would show no prices, just the total cost. Yes, that should work out just about fine, and I wouldn’t loose to much on the job. So I was thinking this over as I tried to work everything out. (however, something about this was eating at me and I couldn’t quite put my finger on it at first. I didn’t feel right about “hiding” the price figures.) Fortunately the client didn’t call for a few days.

7. More Discussion – Let’s Examine The Facts: This morning (Saturday), I was trying to talk out what to do about the monetary situation of the foam with my wife. In explaining my thoughts to her, I had a thought to try out both foams, (my 12” X 12” X 4” foam sample and the foam I took out of his cushions 24 1½”X 25 ½” X 5 ½”) side by side. I first just pressed down on both foams with the palms of my hands (one hand on each piece of foam). They both felt the same: they were indeed the same firmness. Next, I sat on the small foam sample and found the I squished it down about half way. Then I sat to the large cushion foam piece, and didn’t make much of a dent in it: it was almost as hard as a brick. Although these two foam pieces were the same, when I sat on them, they responded differently. Now why would that be? To find the answers, I thought that I would look at the facts. The foam sample measures 12” X 12” = 144 Square inches. When I sat on the larger foam piece my weight was spread out over an area measuring approximately 17” X 18” = 306 square inches. This shows that when I sit on the full cushion size foam my weight is spread out over twice as large of an area as when I sat on the small sample of foam. Consequently, when I am sitting on the small foam sample, I’m putting twice as much weight per square inch as when I sit on the larger foam piece. So, of course the sample would seam twice as soft as the larger foam piece, even though they are exactly the same firmness of foam. (I've included my own struggles with my thoughts (in #6 above) just as an example, having self-centered thoughts is not wrong, acting upon them can damage relationships, harm others, darken our thinking abilitly and hinder our learning new lessons and gaining new insights.)

8. New Insights: What this showed me was that the client, who was even larger than I am, did not sit on a large enough piece of foam to adequately show him how much, or how little, support the foam would give him. He made his choice using faulty information. Yes, a few days ago when I was trying to work things out with him, he had a bad attitude, but that doesn’t change the facts. Yes, I was inwardly angry at him, but, sad to say , even that doesn’t change the facts. Since I’ve had a few days to mull this over, and I’ve seen more facts to this situation, I’ve come up with a different awareness that I originally had.

9. Looking at My Own Mistakes: In examining my own actions, I thought that I’d take myself out of the picture and look at this situation from the standpoint of a judge who would be trying to see who was right. I see that I made several mistakes on this order. First, I had to small of foam samples for clients to adequately choose. The judge would consider me to be the professional who had superior knowledge. I should have known that the small samples would not adequately support the customer to give an accurate representation. And, as the professional with superior knowledge, I should have known that the foam was firmer than any that I had sold for seat cushions before. I had ordered the foam in too large of a size for the cover, which increased it’s firmness. (Also, something that has nothing to do with a judge’s decision, I also made another mistake to my own hurt. I did not charge the client for stuffing his cushions. At the time I gave him the price I was rushing to give the client the estimate and forgot to add that charge.) At last I was ready to face the client and deal with the cost issue.

10. Client Returns Foam Samples: 12/11/2004 4:12 PM This afternoon the client brought back in his cushions (that had our new foam samples inside them.) He said that he wanted to go with the softer of the two (which was the firm). In talking with him, we decided to just order two new cushions of the grade he liked. He’ll try that out for a while, and then see what he wants to do with the cushions in the other furniture. He still has the three sofa cushions that need replacing, and he says that he also has another sofa he may get new foam for.

11. The Cost: After giving it much thought, looking at the facts, examining my own mistakes and my own motives, talking it over with my wife, I’ve decided that I need to just charge him for what he is actually getting, as well as to have all the charges clearly spelled out. I need to eat whatever loss there will be. God is good, he will provide. He expects me to be honest in all of my dealings.

12. Lessons Learned: If I want to look at this from a purely economic viewpoint, with this foam order of the two cushions, with replacing the two cushions, I have lost money: it cost more to deal with him that it would have not to have the sale. But if I look at it from the lessons I’ve learned: I’ve learned that I needed bigger and better foam samples. With them I will be able to better serve my future clients. I’ve learned to check out all the facts before giving an answer. I’ve learned lessons of how give better service to my clients, thus building client loyalty. What I was first thinking about doing, before I looked at the facts, and my own mistakes, was completely different that what I realize that I need to do now. I see this not as a disaster, or as devastating mistakes, but as lessons, as guidance, from God above. My foam samples were faulty in a way that I had not given any thought to. All of the circumstances and the experiences that we go through in life are not important, how we respond to them is what’s important. Did I learn the lessons, is my life improved because of how I responded? Time will tell. I’m a slow learner at times, and so I take my time before responding. My first response is often emotional, and sometimes angry, but I don’t let myself respond when I am in that frame of mind. I like to think things out.

13. Being of Better Service: One of the strong attractions of “custom made” is helping the client get something that fits her, that they will be happy with. Part of doing what is right means to do the right thing no matter what the client does, and not matter what type of attitude the client has. In Conclusion This job is not yet complete, and has not played out. At least now I know how I am going to respond for my part.

Part X

« Reply #25 on: December 14, 2004, 10:54:27 AM » -------------------------------------------------------------------------------- Thanks Jack for your encouragement. Sometimes it is struggle to know what is the right thing to do. It's good to have a sounding board.

Quote from: Perry on December 12, 2004, 10:52:18 AM My admonishment, if any, to Stephen...is to not worry if this customer runs his trap.

Perry Thanks for your admonishment Perry, it's good not to take things personally. Update "All things work for good to those who love the Lord" I'm already making good use of those nice larger foam samples. Yesterday a customer called wanting some new foam for the cushions. Their cat had vomited on the the curved center sectional cushion. So she wanted to have it replaced with a foam similar to what she already has. Today she brought the old cushion in. Because I had those nice new foam samples (that came to me through all those struggles), she was able to try out the different firmnesses. Consequently, she place a $140 order, which will come down on the truck in 2 days. In addition, since we have invested a little more into getting these foam samples, I've been talking with my wife about putting a listing in the phone book under "Foam & Sponge Rubber" and I've been thinking about adding a corresponding foam page to our web page. (I have been working with foam for over 30 years and have a pretty good "working knowledge" about the different types and densities of foam. It would help to get some more of the technical info though. ) Of course, I don't yet know what will come of this, but there is a chance of earning some extra income from the foam sales, without much additional investment on our part. As I think about it, none of these other things regarding possibly increased foam sales would I have considered if it I had of just gotten angry at that first foam client and gotten in a verbal argument with him, trying to prove myself right. There is a book that says, "Do everything without grumbling and complaining." There is much practical sense and wisdom here. More Lessons Many seemingly "bad" circumstances have a lesson attached to them, and if we learn from the lesson, life improves. As an example, if I had of just gotten angry at that previously mentioned unhappy foam client and just dismissed them, then I wouldn't have had these nice foam samples. If I only call the client names, put all the blame on them, then I stop myself from thinking and growing. Each time I come to a difficult client, and I take the time to work through any problems, finding the difficult solutions, then I grow in my ability to handle difficult clients. In each problem situation, it is rare that only one person is totally to blame. We each come into a situation with our unique set of previous experiences, prejudices, hopes, plans, thoughts, past problems (which we carry into each current situation). My Purpose As an upholsterer, I am not in business merely to provide for myself and my family. I provide a service to my clients. I seek to find solutions (within my knowledge and abilities) to their problems. When I take their needs into consideration, I can better serve my clients, they are more satisfied with my service, and it builds customer loyalty, which helps me to succeed in business. Prologue Besides being an upholstery and a father, I am a writer, a thinker, and an artist. I take pleasure in looking at my life's experiences and my trials and see what I can learn from them. As an upholsterer, I want to continually try to improve the quality of my work, as well as to improve my methods of dealing with clients. When I have "less than perfect" clients, I am less concerned with how they act than I am with how I respond to them. When some clients are nasty or angry, if I respond in like manner, then I'm becoming like them: I am no better than they are. So, when I have an "angry" or "undesirable" client, I'd rather be kind an nice to them no matte how they treat me, because this is who I want to become. How I act toward others, no matter how they act towards me, is an indication of who I am. So, this the choice I have to make every time I deal with a client, how do I want to act, who am I? As a writer I look for experiences in my life to write about. I try to look on as an observer and write out what I see. I also keep a journal and write out many of my life's experiences and the lessons that I learn. Every now and then something tells me to write about one of my life experiences, and then it's amazing what can develop, such as as happened in this topic thread. When I first began to write about "the Unhappy Foam Customer", I had no idea of where it might lead. Yes, I have given a lot of thought to this, probably more than most people, but that is partly because of the writer-thinker in me. As a thinker, I try to look for problems and figure out better ways to do things. I also notice that there is a writer (me) watching my every thought and my every action, and this helps keep me on the straight and narrow (trying to do the right thing). As an artist, I try to see the balance and harmony in God’s creation. I also seek to express what I see in meaningful ways. At times, when I really understand some concept, I try to make a drawing or other visuals to make the concept simpler to understand. I have not developed this gift as much as I should, but it is a worthwhile ambition, which can compliment the writer side of me.

Part X

« Reply #28 on: December 22, 2004, 09:09:49 AM » -------------------------------------------------------------------------------- Hi, I just wanted to add more to the story. More to the Story: While I was gone, the (unhappy foam) client's wife came in yesterday and picked up the cushions with the new foam stuffed into them. She gave my wife a hug and said how much she appreciated our working with them. She even asked how much she owed us. My wife told her she didn't owe us anything. (My wife and I had already discussed this and decided that, even though the client originally had a bad attitude, I, and my inadequate foam samples, were largely to blame) The client's wife also mentioned that after the holidays, if these cushions work out OK, she will probably come back and order the foam for the other furniture. We are each different: Each of us has a different personality, we each come from different backgrounds, we each have different levels of experience, we each have had many different experiences in our lives. All this combines to make us unique individuals, with our own unique sets of gifts, talents, attitudes, prejudices and biases, etc. This also applies to our clients. Consequently, each of will respond differently, each of our clients will respond differently. So you can never know for certain just how a client interaction will turn out. If we give the client angry response back to his anger, then that is like throw gasoline upon a fire. This leads to arguments, fights, lawsuits. Now why do I even say this? It has been wisely said, "A soft answer turns away wrath." So what if I lost some money on this sale. I have to look at the overall picture of how I'm doing as a whole. God provides. You loose a little here, but you gain over there. It all comes out in the end. Lessons about myself: One thing I would like to say. Yes, I put a lot of effort into a seemingly small sale. But the important thing to me is that I feel good about how it turned out. I feel good about myself and how I responded to the client, and how I treated the client. His initial anger is irrelevant to me, my response is what I'm concerned about. I can't control him. But I can learn to control myself. I don't have to live with him, but I do have to live with myself. If I cop an attitude, if I put the client down, if I put "me first", how am I acting any differently than he is? So, as for myself, I'd rather put out more effort and have a good result, rather than just take the easy way out of a situation and have lasting negative affects. Those lasting negative affects would go two ways. First, they would build and increase negativity into me. When I respond negatively to one client, I am much more prone to do it again with the next client, and so it builds. Secondly, when I respond negatively to a client, especially one who is angry, then that builds negativity into my client base. As Someone else mentioned earlier in this thread, one unhappy angry client can tell many others, and so it goes on and on. My self-righteous pride increases and I think more and more about myself, and less and less about my clients. I see the needs of my clients as less important than mine. I become more and more detached from my clients. I have more "difficult clients", not realizing that my own negative attitude is contributing to the negative attitude of my clients. But, conversely, the other side is also true. If I learn to handle each client well, even the difficult ones: My ability to handle difficult clients will increase. My feelings of goodwill towards even my difficult clients will increase My skill at my trade improves because I will change the ways that I do things to better meet the needs of my clients. My sense of self worth and feelings of good will about myself will increase The clients, even the difficult ones, will have a better sense of goodwill toward me. I will have less and less (apparent) "difficult clients" because I learn to meet their needs better. In the process I grow and stretch as a person. It has been rightly said: "We see things, not as they are, but as we are" Reply #30 on: December 22, 2004, 07:50:34 PM » --------------------------------------------------------------------------------

Quote from: DB on December 22, 2004, 07:17:20 PM Behind every successful man is a goooooood woman. Give your wife a big hug for I sense she gets much of the credit for this wonderful experience you just had.

Yes, Emmy gets much of the credit (and the cash too! ;D ). She has added so much to my life. She my closest and best friend, my life's partner, my lover, my confidant, my business partner, my advisor, my 2X4 (in the head ) when I need it, etc. I would not be who I am if she had not come into my life. Quote: Thanks for sharing your mental growth. Doesn't it make all that we do the way we do worth what we do? DB I couldn't agree more, thanks for responding,

http://www.carrscorner.com/yabbse/index.php?board=10;action=display;thre...

 

Follow Up on this Story - 3 Years Later

Before I had this client, I had been using the small "free samples" for a few years, but my interaction with this client led me to purchase a whole set of foam samples (a decision I am very thankful for to this day.)

The sizes I use for all my foam samples are 20" X 20". I get the foam in 3 thicknesses (1" + 2" & 4") These three thicknesses can be combined to get any thickness between 1" & 7" thick. Since I mostly sell high quality foam for jobs, I have foam samples in the above 3 thicknesses in these qualities: 2523, 2528, 2535, 2743, & 2952. I also have some call for 1833, 1845 (and possibly a little for 1860). I have a 4" sample of the 1833. Someday I'll probably get the 1" & 2" in the 1833, as well as getting the 3 thicknesses in the 1845.Foam Cabinet

I keep my foam samples in a cabinet.
(click on picture to enlarge)

To have the client try out the foam samples, I have a sturdy coffee table that I put the foam samples on and let them sit on various firmnesses. Sometimes, I let them try out a combination of various firmness, for example, extra firm on the bottom and medium of the top. Occassionally, as shown on the right side of the coffee table, I may llet them try out a combination of 3 different firmness: the stack on the left side is firm on the bottom, medium in the middle, and soft on top. 


(click on picture to enlarge)

Since I've had the various samples, I notice that people's preferences vary considerably. Some like it soft, some like it hard, etc.

I must say that I've use the foam samples a LOOOTTTTTT!!!!!. The foam samples were a sizeable investment for me, but it has been well worth it. I sell a lot of foam; I don't stock foam, but only order to the clients' sizes. When I was using the small foam samples, I sold this amount of foam: 1999 = $1678 in foam sales, 2000 = $1768 in foam sales, 2001 = $2218 in foam sales, 2002 = $1731 in foam sales, 2003 = $2381 in foam sales, 2004 = $2092 in foam sales. Then near the end of 2004 I had this incident, in the above story. Shortly after this, on December 4, 2004, I ordered my 20" X 20" foam samples. All the foam samples cost me about $100. Since then, my foam sales have increased to $3240 in 2005, $4532 in 2006, and $5598 in 2007. So that original $100 investment for foam samples has more than paid for itself.

For pricing, I've created a foam price sheet, which you can see here: Foam Price Sheet. I just enter the sizes (shown at the top in red), and then it automatically figures the prices in all foam grades and in all thicknesses from 1" to 7". It makes it real easy for the client to test out the foam and then instantly compare what the price would be for each grade and thickness. (The only part of the foam price sheet that prints out is the part inside the borders.)

Now, as a follow up to the above story, the challenging events of our lives are not nearly as important as HOW we RESPOND to them. If I had of insisted on being "right", then I would have missed out on the blessings (both financial and otherwise)that have flowed out of that event.

Another Update, after another 3 or 4 Years

 I had used one of the "mistake" super hard (2670) foam pieces along the line, but still have one of them. Yesterday I had a client come into the shop and told me that his wife wanted the hardest foam that they could get to replace the foam in their sofa cushions. I brought out my 20" X "20 size foam sample of the 2743 and the 2952 for him to sit on. I was feeling a little jovial so, as a kind of joke, I also brought out the piece of super hard 2670 foam for him top sit on, which I had him sit on first. With a smile on his face, he said that it "is" very hard. I then had him try the 2952 foam and the 2743 foam. He went back to the 2670 foam and said he thought that his wife would like that foam. I explained to him that  I had brought that foam out as a joke, and that it was super-hard, harder than most people would like, but that the 2952 foam was that very hardest that most customers would want and suggest that his wife would be happier with that. No, he said, he was sure that his wife would rather have the 2670 foam. I explained to him that in ordering the 2670 foam that there would be no refunds or exchanges, so he needs to make sure that is what they want before we order it.

During our conversation he said that his wife frequently lies down on the sofa. I told him about the load ratios, that when he sits on the foam he puts a lot more weight per square inch, but when someone lays down on the foam, his weight will be distributed over a larger area, thus making it even harder. He said that he would have his wife lay down on the foam (having the other cushions on both sides to allow her to better lay on it).

Another part of the story is that since the time that we originally got the 2670 foam we have moved and change foam suppliers because our former supplier won't deliver to us out in our new location in the small town of Independence. Our new suppler has this foam (Q61   3.0 lb  61-71 IFD), which I explained to the client.

I gave this client a choice of (1. bringing his wife out to us and letting her try out the foam, 2. paying a deposit and taking the foam home for her to try out, or 3. ordering the foam and paying a 1/2 deposit on the foam. If he chose #3, then we'd let him take home the foam sample for his wife to try out, and we wouldn't cash his check or order the foam until he called us back to confirm that his wife liked the foam. He decided to go with choice #3.

When I made out his invoice for the foam order, I put this on the Invoice:
Hi,
 Another followup on this story. I had used one of the "mistake" super hard (2670) foam pieces along the line, but still have one of them. Yesterday I had a client come into the shop and told me that his wife wanted the hardest foam that they could get to replace the foam in their sofa cushions. I brought out my 20" X "20 size foam sample of the 2743 and the 2952 for him to sit on. I was feeling a little jovial so, as a kind of joke, I also brought out the piece of super hard 2670 foam for him top sit on, which I had him sit on first. With a smile on his face, he said that it "is" very hard. I then had him try the 2952 foam and the 2743 foam. He went back to the 2670 foam and said he thought that his wife would like that foam. I explained to him that  I had brought that foam out as a joke, and that it was super-hard, harder than most people would like, but that the 2952 foam was that very hardest that most customers would want and suggest that his wife would be happier with that. No, he said, he was sure that his wife would rather have the 2670 foam. I explained to him that in ordering the 2670 foam that there would be no refunds or exchanges, so he needs to make sure that is what they want before we order it.

Another part of the story is that since the time that we originally got the 2670 foam we have moved and change foam suppliers because our former supplier won't deliver to us out in our new location in the small town of Independence. Our new suppler has this foam (Q61   3.0 lb  61-71 IFD), which I explained to the client.

I gave this client a choice of (1. bringing his wife out to us and letting her try out the foam, 2. paying a deposit and taking the foam home for her to try out, or 3. ordering the foam and paying a 1/2 deposit on the foam. If he chose #3, then we'd let him take home the foam sample for his wife to try out, and we wouldn't cash his check or order the foam until he called us back to confirm that his wife liked the foam.

When I made out his invoice for the foam order, I put this on the Invoice:

Quote
Customer has been warned how hard the cushions are. No Refunds and No exchanges once the foam is order.
Client will take home a sample and confirm this is what they want before we order it.

He read over the invoice, signed it and paid the deposit. An hour or two later his wife called back and said that she liked the foam and to go ahead and order the foam.

The moral of this story has several parts.
1. I sure didn't think that anyone would ever want cushions that hard.
2. Because we had that piece of foam we had a sample to let him and his wife try out.
3. His cushion sizes were 24 x 28 x 6 and we'll make over $300 over the cost of the foam on this order. This, again, helps to continue to reimburse for that original foam mistake.

Another part of the update. 
So, here is a summary of how my foam sales have been affected.

This is a list of my foam income for a few years before the original "challenging" foam client came into my shop.

Year        Foam sales for the year
1999        $1678
2000        $1768
2001        $2218
2002        $1731
2003        $2381
2004        $2092 <<< Nov 29, 2004 Challenging Foam Client
2005        $3240
2006        $4532
2007        $5712
2008        $3799
2009        $5076
2010        $4848

The Challenging Foam client came into my shop near the end of 2004. Shortly after that I got new 20" X 20" foam samples, as describe in the previous message:

Quote from: Stephen on December 12, 2004, 01:08:19 AM
    So, we ordered the foam samples large enough to sit on, 20” X 20”. I ordered 1” & 2” & 4” of each of the grades that we might be most likely to sell: 2521, 2528, 2535. 2743, 2952, and sizes of 1818 (2” & 4”)  and a 1 inch piece of 2670 (which was the same as we first sold in this client’s cushions)  I could use these three thicknesses to create every thickness between 1” and 7”, like this = 1”, 2”, 3” = (1” + 2”), 4”, 5” = (1” + 4”), 6” = (4” + 2”), 7” = (4” + 2” + 1”). This also would allow me to try out different combinations of layered foam, such as, 1” medium on 4” firm, or 2” soft on top of 4” firm, and so on.

From the time we received the new foam samples we have been making about an additional two thousand to three thousand dollars per year above what we were selling before that time.
So, to restate, having that "challenging" foam client was really a blessing to us. It caused us to correct a problem of insufficient foam samples. The result was increased sales.

Another part of the message is that when we have challenging times, or difficult clients, it is very important to watch our attitudes. Many times those things happen to bring correction into our lives, and we are blessed (if we watch our attitudes and actions).

*This was originally written as messages on Carrscorner Upholstery Discussion.
I have not yet had time to edit and rewrite this, but this is just raw text.

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An Undesirable Job

What do you do when you end up with an undesirable job. Perhaps you somehow took it in way too cheap, or it has a lot more work than you knew about?
You answered your own question, " I'm having trouble though leaving these broken pieces in there. " Listen to your inner voice. You are writing out the story of your life with your every action. What do you want the story of your life to say? Every time we take a compromise our inner voice, we cause ourselves stress. When you look back at this job in the future, what do you want to remember that you did? You are the one who sets your standards. What do you want your standards to be? Only you can answer that.
While you are thinking about that, I just want to share a personal experience of my own. While the experience is not the same, it still addresses a basic issue of how do deal with clients when it cost us money out of our own pocked. Here is a story about a foam sale that seemingly went bad.
 
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Appearing Competent

We upholsterers are humans like everyone else. We each have out own weaknesses and failings. Even in the upholstery trade each of us has our own areas or expertise and areas of weakness or lack of skill. When clients come into our shop, or when we go into their homes or places of business, they want to know that we are competent professionals who can do their jobs.

In the midst of this we have to be real and honest, both with ourselves and with our clients. If a job is way out of our area of skill or knowledge, we need to know when to say "no" and to hold firmly to it.

In a large part when we interact with a client we are acting in a play. In other words, we are "acting as though we are knowledgeable and competant" even when we are quivering and fearful inside. For example, when we have to give a price or an answer about something that we know nothing about, we might be inwardly quivering and saying to ourselves "What do I do about this? I don't have a clue!" <grumble, grumble, grumble> Even so, it does not help our relationship with the client to let the client see our uneasiness and fear. So, no matter what is going on inside we "act as though" everything is fine. Now, in the midst of all of this inward turmoil, and our playacting, we balance that with being real and authentic with the client. We only tell them the truth. (At the very least, we at least don't tell them any lies). We be as real as we can be.
Then, you might ask, "When the client asks me questions and I don't know what to say, what do I do.  First, Tell NO lies. You can start with clearly defining their questions. Write them down. Then tell them, "I'll find that out for you." all the while acting like a professional.

In any trade or career there will be things that the people don't know and have to find out. That is a normal part of living. So don't stress out about not knowing or thinking that you will look foolish if you don't know.

Appearing competent is not about knowing all the answers. No one does that. Rather it's about being real and honest while keeping calm and asking the right questions so that you can find out the answers.

Acting Competently

 

Making Mistakes

What about mistakes? Does that mean that I'm not competent. Of course not. Everyone makes mistakes. Not one is born knowing everything. The differences is that an amatuer may try to hide or cover up his make hoping that the client won't notice it. In contrast a professional more quickly notices his mistakes and promptly corrects his/her mistakes. When a mistake is corrected, it's as though it never happened.

In Conclusion

In order to "appear competent" one must consistently act in a competent responsible manner. At first it may be "an act", but with continued repetition it will become second nature and you be truly competant

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Correcting Mistakes

This section is about correcting mistakes

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Correcting a Mistake with An Estimate

 
I had given an estimate by email. She had interacted with me ... Before she decided to proceed she had sent me an email. In the email she mentioned that she couldn't find my estimates. So I decided to send her another copy. Most of the time I think I would have just sent them out again without another glance. But for  some reason that I can't explain I decided to have another look at  the estimate. That's when I found some major mistakes that could have cost me hundreds of dollars. After making the corrections I decided to send her a precise detailed account of what had happened and what had been corrected (changed). Below is a copy of the email that I sent to her.
 
Hi Jane Doe,
 
I'm very sorry, but I have found some major mistakes in our first estimate to you for the loveseat. I discovered the mistake in the following manner. When you mentioned that you couldn't find our estimates to you, I decided to send them to you again. I decided to look over both estimates before I sent them again. That's when I found some major mistakes in the loveseat estimate. When I had originally filled out the estimate I had correctly listed all the prices in the left-side white areas. However, I had neglected to activate the prices in the columns by placing the appropriate quantities is the columns to the right. (The prices of the supplies and foam and had been left out of all the Options) You can see what I mean by looking at page 2 of the estimate. I have circled the unchanged prices in red in the left side white detail area. What I have corrected is now I have added the quantities (which I've circled in green) in the columns. That activated the corresponding prices for the supplies and also for the foam that are listed in the top description of each colored column. While that only minorly changed the yellow Base column, that has significantly changed the totals at the bottom of the other columns. (The footstool estimate hasn't changed, it was OK.) As before, the prices for working in Client's fabric is shown in green at the bottom of the estimate.
 
I am very sorry that this mistake happened. I realize that these corrections may make it infeasible for you to proceed, and that is Ok. You can decide to pursue other options if you so decide. Let me know what you'd like to do next. If you have any questions feel free to contact me. Best Wishes, Stephen Winters
I then sent her a text that said:
Hi Jane,
When you mentioned that you couldn't find my estimate I decided to resend it to you (which I have). However, in the process I found some mistakes. You might want to look at them, in your email.
Best Wishes,
Stephen
 
 
 
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Doing a "Quick" Little job

A Lesson About Doing Quick Repairs

Here is a lesson about doing a quick job for a client. No Matter how small, don't fix it immediately right in front of a cient. If the client sees that it only takes you a couple minutes, he won't want to pay you much for your skill. Here is an example of how I made that mistake and was reminded of this principle again.

My Initial Assessment

Recently a guy called me about possibly getting a car seat repaired. I normally don't work or car seats and didn't know if I could do it, but told him that I would look at it. Later on he carried the car seat into my shop. I had him bring it back into my shop and put it on the table. He showed me that the bottom edge of the seat was coming loose and wanted to know if I could fix it.

As I looked at the bottom of the seat I saw that it had a plastic fastening strip around the bottom edge of the vinyl cover. The plastic strip had come out of the track that it fits into. It was similar to a repair that I had one on our own van this last year.

My Mistake: I fixed it in front of the client

So I just put it on top of the table, climbed up on it. I put my weight on it to compress the seat enough to flip the fastening strip back in place. As the guy watched me and saw what I was doing he also started to help twist it back in place. All told it only took a couple minutes to fix the seat.

Another Mistake: My Hesitation about stating a price

He asked me how much he owed me.  My first thought was not to charge him anything because it didn't take much time. Then, I thought I'd just ask him what he thought it was worth. He didn't want to say. Then I thought I'd ask Emmy, so I went into the car to ask her while he carried the seat back out to his truck. I asked Emmy what she thought. She didn't quite know, but then I thought I ought to charge his twenty five dollars, but as I went back out I back off and thought maybe I'd only charge him twenty.

The Client's Response:

When he came back in I asked him what he thought about twenty dollars. He said that he thought it was out of line. It was way too much for only a couple minutes work. I was taken aback by his response and hesitated and felt embarrassed. He opened his wallet and found he only had nine dollars in it. He was about to go out to his truck and get some more money from his wife. However, I told him that I would take the nine dollars, which I did.

My Assessment of my Mistakes

As he left I'm sure that he thought that I was trying to overcharge him. After he left I realized that I had made several large mistakes on this job. For one, I hadn't given him a price up front. I also remembered that I didn't have my labor price rate poster posted, I promptly went into the computer, printed out several copies of the poster and taped it up around the shop.

Some of the other mistakes I made is to fix it right there in front of him. I should have sent him away and let him come back later.  Another mistake I made is I stumbled around with giving him a price. I didn't value my skilled services and I displayed my lack of self-value to him, and he ran with it. Because I had not given him a price up front and he saw how quickly I fixed it and I acted very insecure (non-professional) about hesitating in  giving him a price, he jumped right on that. He also didn't value my services.

A Professional is Worth His Wages

The thing I need to remember is that I fixed it so quickly because of my skill. I am a professional and am worthy of my wages. You couldn't go into any doctor's office, or auto repair shop, or other professional place and expect to only pay them nine dollars.
In looking back at it, my service was (or should have been) worth a lot to him. I put a seat back together that was falling apart. If I had of handled it correctly I should have charged him based upon what the job was worth, not on how long it took me. I knew how to fix it, he didn't. That is why he brought it to me.
In addition, I have lost a potential customer. I'm angry at him and don't want to do any more work for him. But really, I'm angry at myself for caving on the price and not handling it correctly.

Now, here is the justification for charging him for my services.

  1. He only came to me because he saw my advertising. I had to pay money to get him to come to me.
  2. I took time out to answer his phone call.
  3. When he came in I got to his job right away.
  4. The reason he came to me in the first place is because he couldn't fix it.
  5. The reason I could fix it so quickly is because of my many years of experience. It was an "easy" job because I knew how to fix it. Easy means you know how to do it.
  6. It costs money to pay for my shop space and to pay for the utilities for heat, lights, and tools.
  7. I have a lot of money invested in my tools that are there waiting for jobs.
  8. I can only be there to do repairs if I'm paid for my services.
  9. Whenever I do a job, even a little job, I have to make out the paperwork and enter the bookkeeping for it. This takes either my time or my wife's time. That times needs to be paid for.
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Have a Ready Answer

Sometimes having a ready answer can save you from troublesome situations. For example, what do you say when a client calls up and wants to know when their job will be finished, or some other situation. It's easy to quickly answer by promising something that you can't deliver. One especially useful phrase that I use a lot is, "I'll check on that for you. Please give my your name and phone number" Usually the client wants a prompt answer, so I'll tell them I'll call them later today, or I'll call you tomorrow.

Sometimes someone will call us and ask about their job. Sometimes they may want to know when it will be finished. I never give them a reply until I check on all the detail.

Take time that you understand their question. If needed, ask some questions. It is really useful to have a ready answer of how you want to reply to a client who calls up and puts you on the spot.

After the client asks me the question, I usually say something like, "give me your name and phone number and I'll check on it." After writing down their info, I say, "I'll call you back later today." Much of the time, when the client is on the phone, I may not remember who they are and what job they had. So, after hanging up, I check on all the components of the job. I find their Work Order in QuickBooks. I also look in my Business Journal to find any notes that I may have previously written. Then I check to see if the fabric has arrived, and also if we have the foam or other supplies that go with the job. If we don't have all the pieces of the job in the shop, then I go through the records, notes, etc to find out what the situation is. If needed, I also call the suppliers to find out whether or not we placed the order and/or if the fabric  has been shipped or back ordered.

Always tell the client the truth if at all possible. If for some reason you can't tell the truth, at least DON'T LIE TO THEM.

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Reasons Why Clients Reupholster Their Furniture

Most of my clients don't have something reupholstered because it is less expensive than new furniture (because it isn't). Generally there is a reason that makes sense to the client. I've narrowed down why many of my clients will get their furniture reupholstered.

1.) Quality: The client has high quality furniture that needs a new cover. Or she realizes that her old sofa or chair has a better frame than what is made nowadays.

2.) Sentimentality: the client has a piece of furniture that is sentimental to her. Perhaps it belonged to her mother or grandmother. Or when her children were babies she rocked them to sleep in the rocker. etc. 

3.) Purpose: The furniture fits a specific purpose or location. Perhaps she has a loveseat that fits just perfectly in that little corner. Or she has a sectional that fits just right in her living room. Even though the client may have searched, she hasn't found a suitable replacement.

4.) Preference: The client really likes her furniture. They may have had their furniture for many years and she doesn't want change it to something else. Her furniture just fits her needs and likes.

5.) Antiques. They have antiques or older furniture that has historical value.

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Selling Foam

Selling Foam
     In the past I had the little foam samples (10 x 10 x 4 OR 12 x 12 x 4) that the foam supplier supplied for free. I had neve thought of doing it any other way. While, on occasion, a client might want a very firm foam, I used to mostly just sell the same firmness of foam to everyone. In effect I kind only offered one grade of foam. Most clients wouldn't even ask about the firmness, but just knew they would get new foam. For the few that would ask, I let them "feel" the small foam samples with their hands, but that is not the same as having them actually sit on the foam. Now that I have the large samples, and let the clients try out the different foams, I wonder why I didn't do this years agos. It's so much better for me and for the client.

     I've change the way that I sell foam, because of an experience I had with a foam client explained here: (Challenging Foam Client)

Foam Samples
     That experience encouraged me to get bigger foam samples, which I keep in a cabinet,  shown below. I had to purchase all those foam samples, but it has been well worth it.


Click on picture to enlarge

     When we ordered the foam samples, we bought them all in a cushion-size of 20" X 20" in 5 different grades from soft to extra firm (2521, 2528, 2535, 2743, & 2952). We got each grade in 3 different thickness, 1", 2" & 4". By combining the different thicknesses we could have any thickness from 1" up to 7" thick  (1", 2", 2 +1=3", 4",  4 + 1= 5", 4 + 2 = 6", 4 + 2 + 1 = 7")

Client Testing of Foam
I also have a sturdy coffee table that I use to let the client try out the different firmnesses of foam. The coffee table is large enough to put two foam samples side by side. So, I usually put two foam samples side by side. I usually put a 2535 and a 2743 on the table and have the client try out both pieces of foam. If she likes the firmer 2743, then I remove the 2535 from the table and replace it with the 2951. Then I have her compare the 2743 with the 2951. Now, I realize that having the client sitting on the foam on the table will be firmer than when it gets on the furniture, but that is just the way it is. However, whenever they bring their furniture in to me for an estimate (or if I go out to their home) I have them try the foam samples on their own furniture.

Click on picture to enlarge

     I find that no amount of my explanations to the client, no amount of information that I might give them about foam, or info that I might get from them about their needs, does nearly as well as just having them try out the the various firmnesses of the cushion-size foam samples.
     Sometimes, when appropriate, I also let them try out what layered foam would feel like. For instance, putting 1" medium (2535 on top of 3" or 4" firm (2743 or 2952 (extra firm) etc.).
     This way of selling foam really empowers the client to make their own choices about what's best for them, and it takes the stress away from me "trying to figure out what is best for the client."
 

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The Psychology of Working With Thrifty or Impatient Clients.

At times a client will seem to want to press you to either lower your price, or to have you do the job quicker than your schedule will allow. It may be tempting succomb to their demands, especially if your work is slow, but if you do, the job may turn into a nightmare. Unless you have some good reason, it is much better to hold to your price or to hold firm to your schedule at the risk of loosing the job. If you do hold strong, it is true that you might loose the job (and sometimes you will loose the job). But the blessing is this. If they then do leave and go someplace else they may find out that your price or your schedule is no more that other places. Then, if they do come back (and sometimes they do), they are much more reasonable about what they are willing to pay or will be more understanding about waiting for your schedule.

First, if the client is trying to rush you to give a quick price to them, don't do it. Tell them that you need a few minutes to figure out the price. Sometimes you can send them on to finish their errands and come back later. Sometimes you can get them looking through your sample books (which can get them occupied) while you are figuring out the price.

I find that whenever I give a quick price I usually forget to add some things. So I like to figure out the prices when I'm away from the clients. Sometimes, if the client is in a rush to leave, I'll get their name, address, telephone number, and email address and send the estimate or work order to them.

If the client stays while you figure the price, make sure you have included all the costs. I usually list all the items, with the associated costs, on my estimate form. My estimate form can have up to four columns, giving them options for cheapest to most complete. Some of the things are manditory, while others may be optional. If the client wants a cheaper price they can choose from the lowest cost column.

No matter how you figure the price, the important thing here is for you to have confidence that you have given a fair estimate, and that you know what it includes. Then, keep calm and either give the client options, or keep calmly repeat your price and what it includes. If they again ask for a lessor price, again calmly repeat what the price is and what it includes. As long as you keep calm and keep firm, the client has no control over you.

If the client finds out that they can't get you to change your mind, they usually leave (which will be better for you) or they often just settle down and accept what you can do or are willing to do.

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The Role of Video in Client Relations

In working with clients we occassionally need to discuss some of the details of the job with them. Sometimes the clients live an hour or more away from our shop, so it is often impractical to ask the client to come back to the shop so that we can show them the challenge.

In dealing with clients I like to be as transparent as possible, to show them in detail when I need to add an extra charge. For instance, if I priced out a job that did not include spring repairs, then I like to show the client the actual condition of their springs.

That is where video comes in handy. Here are several jobs where we used video to bring the client into the discussion without having them make an unnecessary trip.

Validation of Extra Charges

When giving prices to clients it is sometimes difficult to tell the true condition of the springs or other interior parts of the furniture. So, I may bid a job for a certain price based upon a certain presumption of a specific condition of the furniture. However, if the furniture needs more work than  was specified on the work order, I like to show the client what is needed and thus showing the reason for the extra charge.

Here is a video I made showing that the chair springs had some broken ties and needed some work that wasn't charged for on the Work Order. (I had put a note on that work order that there could be an extra charge for the springs if needed.).

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Here is another video I made for another client about the condition of the springs in their chair:

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Discussing Details of a Job

Here is another video I made for a client to show the client some details of the job that I had questions about.

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Working with a Distant Client

Not long  ago I had taken in a job of recovering 4 antique dining chairs from a client who lives an hour away from my shop. At the time that he was here I had carefully talked over the details of the job with him before I wrote up the work order. As I was getting ready to order the springs for the job I realized that, as written on the work order, the top of the seat might end up to be 21-23 inches tall. I was very uneasy. What should I do? Should I just do the chair and take a chance that it would be OK? I don't like to proceed when I figure that there is a chance for the client being unhappy (and somewhat rightfully so).

Well, I needed to talk to him about the chair seat height. But I hated to have him drive an hour just to I could talk to him. That would be quite an imposition on him. So, I ended up making a short video of me showing and discussing my question with him. Here is that video, as an example of something that might be helpful to others. (Yes, I know I made a mistake and called webbing burlap. Oh well.)

I sent the client a link to the video and also restated my questions. He got back to me and told me that he wanted me to take the top wood strips off, and to make the chair seat so that it would be no higher that 19 with the casters removed off the chair.

Looking back at this situation, I can say that making the video and sending him the link, along with my questions, was a very good thing to do. I'm sure that it has saved me from a potential troublesome time. Now I feel at peace because I have a plan that seems quite workable and had been approved by the client. In working through the solution I gave the client an assignment so that they could realistically answer my questions. This was a good method to remember.

[[{"type":"media","view_mode":"media_large","fid":"336","attributes":{"alt":"","class":"media-image","typeof":"foaf:Image"}}]]

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Writing a Code of Ethics

What is a code of ethics?

When you operate a business, then life is no longer just about yourself. You cannot only say, "I'm in business to make money." While that is partially true, there is so much more than that. If your only focus is making money, then it is easy to forget about our obligations to our clients. What we need to remember is that when we are in business, we are providing either a product or a service (or both) to people, who are just like us. We need to have guiding principles of how we treat others. For example, it could be summarized in a few simple words, "Do unto others as you would have them do unto you." This time honored principle is spoken of in many of the great religions. These principles should also be practiced by businesses, and especially our businesses.

When you have "just a one man business" it is easy to think "a small business like mine doesn't need a written Code of Ethics. It's too much trouble to think out and write one." However this is not the case.

Michael Connor, the editor and publisher of the online magazine Business Ethics, believes that that there's no such thing as a business being too small to benefit from a code of ethics. Having a code is "often viewed as a luxury or something that is an added cost," he says. "The reality these days is that the business that does not have a code of ethics subjects itself to a much greater risk in its day-to-day operations and if there is an unfortunate incident, they expose themselves to much greater risk [from] regulatory and prosecutorial authorities." Inc. How to Write a Code of Ethics for Business.

A Code of ethics is part of an unwritten, and often unspoken, contract with each client. We each operate by our own code of ethics, whether it is written or not. Our code of ethics governs our interactions with our clients. In a business sense it is an outline of business practices and a code of ethics.

"A code of ethics is a collection of principles and practices that a business believes in and aims to live by. A code of business ethics usually doesn't stand alone, it works in conjunction with a company's mission statement and more specific policies about conduct to give employees, partners, vendors, and outsiders an idea of what the company stands for and how it's members should conduct themselves.

The key in distinguishing a code of ethics from these other documents is to hit the right level of specificity. It should address both the particular nuances of the company's industry as well as its broader goals for social responsibility and should be concrete enough to serve as a guide for employees in a quandary without laying out rules for every situation that could arise." Inc., How to Write a Code of Ethics   See also: Inc., Code of Ethicks

Why we should write our own Code of Ethics

We are humans, who have both an immature selfish side, which always wants its own way and always thinks of itself as right. We also have a (for lack of a better word) spiritual side which calls us to a higher life of living for others, of living by ethical principles.

"Creating a written mission statement, business plan and code of ethics were completed long before we opened our doors a year ago," says Jim Boutin, vice president and general manager of the Longmont-based Colorado State Glass and Mirror Company. "As a new entity in a highly competitive market, we needed to be sure we were all on the same page from day one on how we would operate the business, build our customer base, conduct ourselves and clearly handle issues that come our way. With partners, we knew we needed standardized guidelines for behavior and manage our day-to-day business operations to ensure consistency when dealing with customers. It's made a difference in helping us to build solid relationships and bring in repeat customers." The USGlass News Network

What should it contain

 

References

Why have a Code of Ethics

Creating a Code of Ethics for Your Organization

Inc., How to Write a Code of Ethics

Inc., Code of Ethics

The US Glass News Network

Business Ethics, The Magazine of Corporate Responsibility

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Focusing Your Business

If you are starting or refocusing your upholstery or sewing business, you may be trying to decide exactly what you will be doing. For example, will you only be sewing cushions, or only making slipcovers, or will you be doing all phases of upholstery. This is important to decide because it affects what you will be writing in your advertising.

As you try to focus your business on what type of work you want to do, here is another business principle to consider. If you live in a large city, assuming that you are advertising in a wide coverage advertising medium (such as the telephone directory), you can narrow your focus to do a very specialized area, such as only cushions. However, if you live in a fairly small community, then, in order to get much business, you'd need to take in a much wider variety of jobs.

For example, before he retired, my uncle had an upholstery shop in a city of about 10,000 people. In order to survive he had to do almost every type of upholstery and sewing possible. He did furniture upholstery, auto upholstery, he sewed up truck tarps, and whatever else came in.

On the other hand, I live in a city of about 150,000, and I do a much more specialized business. I mainly do furniture upholstery (which includes RV cushions) and a few slipcovers. If I wanted to, I could probably narrow the focus down a lot more and do only residential furniture upholstery. Because I advertise quite a bit, and because I live in fair sized city, I get a lot of calls each day for estimates and I can be more picky about what type of jobs I take.

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Tags: 
business management
Business Promotion
Upholstery Business

Furniture Upholstery Pricing

 

Before give a client a phone quote, I usually ask some questions to help me determine the style, age, and condition of the furniture.Asking The Client Details Now, as far about about how I price. When someone calls me, I usually just give a quick "ball park" phone quote. To give this, I usually ask the client some details, such as:

  • How old is it (this will help me know an approximate style and condition?)
  • How many cushions
  • If it is a sofa, how long long is it? 
  • Any buttons? (followed by, are they pulled in deep? Are there any folds between the buttons, etc.)
  • Are the seat cushions in good shape?
  • Does it have a skirt?
  • And whatever other questions I think of at the time.

Figuring the Phone Quote

To give realistic phone quotes, you first need to figure out the approximate costs involved in recovering each basic type of furniture (i.e. sofa, chair, cushion, etc). It will be much easier and more accurage if you have this thought out and written down before you start giving phone quotes.

Some people use a per yard basis of cost, while others base the cost on furniture type and style. I use a combination of both. Also, rather than giving a single price, I usually try to give a price range. One reason to give ranges is that the client will most likely not have the exact sofa that you have in mind. It will be different in some ways.

Here is an example of how I figure the cost for the phone quoe. To make it easier for this example, I'm going to base the costs on the amount of yardage used to upholster a piece of furniture. For this example I"m going to use a basic 2 cushion sofa without a skirt.

For this sofa I might figure  the labor  at about  $400, but knowing the client's sofa won't be exact like this, I'd figure a labor price range of about $375 to $500 to account for differences in style.  I'd figure I'd use about $30 to $50 (retail) in supplies and about 10-11 yards of plain fabric, figure at about $20 to $45 per yard.

Description Low High
Labor $375 $500
Supplies $30 $50
Fabric $200 $500
Shipping $20 $30
Estimated Total $625 $1080

 

So, having it figured out ahead of time, it makes it pretty simple to give a somewhat realistic phone quote for this style of sofa.

Telling The Client

I usually round everything off and do some quick calculations. I'd tell the client that the job could run somewheres between $650 and $1100 in a plain fabric. I also follow up all my phone quotes with a disclaimer, something like. "The actual price could be higher or lower, depending upon the actual style and condition of the sofa, and the fabric that the pick out."

Having a Quick Reference Card

As I've explained all of this, it has reminded me that in the past I've had a "Quick Reference Card" that has the basic costs already figure out for some basic furniture styes phone. But it became out of date, and I have not yet made another one. Writing this out has reminded me that I need to make up some quick reference cards that I could used on the phone, and also that my wife could use as well. For the Quick Reference Card, I would have the basic furniture styles, with yardages, labor, and extra costs already figured out. I think I need to start working on that.

How Much Should You Charge?

Ultimately you should charge whatever amount you need to do the job right. This amount will vary from shop to shop. A shop doing high quality work should charge a lot more than a shop that "quick and cheap" work. To give you an idea of what other shops are charging across the nation, see our bookmarks here: Upholstery Prices. Each of the links on this page will take you to a website page of an upholstery shop's labor prices.

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Charging Friends

I wrote this article in response to an email from a reader of this website:

Hi, I can certainly relate to your struggle, not knowing if, or what, to charge a friend. I don't know if what I'm writing below applies to you or not. What you wrote struck a chord in me and I'm writing these things out to confirm (within myself) some things that I've been learning.

 How Could I Charge a Friend?

I used to be so intimidated about doing work for friends. I had the inner sense that "you don't charge friends" for work you do, and yet I couldn't afford to do the work for free. (and yet the friends often made lots more money than I did.) That was an inner battle that raged in me for years. Consequently, I hated the thought of doing work for friends. (That shows you how messed up I was.)

A Light Finally Dawned,

 It's Ok to Charge Friends Finally, one friend asked me to do some work for him, and I was hestitant, even saying I wasn't sure what to charge him. He just flat out told me, to charge him what I would normally charge a customer. He wanted me to do it because he knew I did good work, and he trusted me. I've went through a few other similar experiences, until I finally got it through my thick head. "Just charge friends what you would normally charge anyone else. Just treat them fairly and honestly, just like you would do for anyone else. They just want someone that they can trust to do the job." Now I'm at peace in doing work for friends. True friends aren't trying to take advantage of a friendship. They just want to have someone they trust do the work. A true friend won't try to take advantage of a friendship to get free work.

Examine You Motives

Now with that said, if you "willingly" and without "begrudging it" do it, you can "choose" to do some work "at a reduced price" or for "free". Just make sure that you have your motives corrected. If you do work for free, why are you doing it? Because you just want to do something nice for them (and you can afford to do it.) Because they are genuinely needy and couldn't afford it others (and you so choose to willingly do it for less or for free?) Because you want to repay them for something they have done for you? Because You are afraid to charge full price? If the answer is yes, then what are you afraid of? *Are your afraid to make them mad? *Are you afraid that you'll loose their friendship if you don't do it cheap or for free? (If either of these last answers are true, then, are they true friends? +True friends would not be angry if you charged them your normal price +True friends would not stop being your friend if you charged them your regular price. True Friends Keep in mind the true and genuine friends would never "expect" you to do their work "cheap" or for "free". True friends would be looking out for your best interest, just as you would be looking out for their best interest. True friends would not take advantage of you, just as you would not take advantage of them. I wrote the first draft of the article here:

 

Gift or Business

Before you do anything, ask yourself if you will be doing this as a gift, or do you expect to be paid for your work. If it is a gift, clearly tell yourself and your friend/family member that it is a gift. Get the air cleared up front.

However, if you expect to be paid (and you should be paid in most cases), treat it as a normal job. Give your customer (who is your friend/family) a  price and make out a work order. Tell him/her that you need a half deposit. Put the job on your work schedule just like any other job. Be friendly but also be very professional about it. Go through all your standard business proceedures, etc.

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Example of Pricing Repair Jobs with Multiple Options

The job was a sofa recliner with 3 attached seat cushions with divisions and 3 attached back cushions, with divisions. A seam across the top of one of the seats had split open almost clear across the seats. The seam presumably had in inner division attached to the bottom side of it. Besides holding the padding in place, that dividing cloth was what held the seam down in a groove.

Giving the Client Options

A point of clarification. I realize that many upholsterers don't seem to like to explain much to their clients.
I come from a different perspective. I try to do what is best for the client, even if I don't get the job. If there is a way that is within their capabilities and willingness to do, I will go ahead and give them that option. I also give detailed estimates and detailed work orders in the sense of giving them full disclosure of what I propose to do with their furniture. They are the employers so therefore it is their right to know the details and options for their furniture.
 
By my giving the client multiple options with description, it either emboldens some clients to realize that they can do some or all of it themselves. (I'm OK with that, I have plenty of work)  With other clients it shows them how much is involved and they become more willing to pay my professional fees.
 
Here is an example of one estimate where I gave the client multiple options AND I explained what was involved with each option.
 

Hi (Client's name),

Thanks for sending the pictures. From what I can see it seems that your sofa is a pretty complex construction, (with divided attached pillow seats and backs. It also appears to be a recliner, which has mechanisms that would need to be disassembled if it was machine sewn. All of this tends to make it a lot more time consuming and potentially costly to repair. However, I can only tell so much from pictures. What I can't see from the pictures is whether or not there are inner divisions that were also connected to that front seam. (I suspect there are). In any case, I've seen enough to give you a rough idea of costs of doing it several different ways. 

Two Basic Methods

There are basically two methods of repairing the seam, hand-sewing and machine sewing, and each of those methods has several possible variations which affect the cost. The hand sewing method is quicker and cheaper, but possibly less durable (and it also is conceivably something that you could do yourself). The machine sewing method is presumably more durable and is more costly because it involves a lot more work. It involves disassembling much of the sofa and removing the seat cover from the frame and removing the stuffing from the covers so that the cover can be taken to the sewing machine.

I will give you various cost options involving both methods, starting with the least expensive first and getting progressively more expensive.
 
Hand Sewing Options
The least expensive ways to fix it is to hand sew it from the front. It involved lining up all the pieces so they are connected as the seam is hand-sewn back together. This is a time-consuming process, but it is a lot less involved than the machine sewn method. There are two methods to hand-sew up the seam.  (see A & B below). 
A. The simplest way is just to hand sew the top fabrics together. That gets rid of the opening but doesn't connect the inner divisions with the top cover. This is probably the way that you would do it if you took Option 1 below:
  • Option 1: Cost about $10 to $20, Do-It-Yourself: you buy a circle needle and hand sewing thread and sew it up yourself. Here is a video that shows you how to hand sew: https://youtu.be/2YNkl8KPPi0
B. The more involved method of hand-sewing is to reach down in the opening and bring up the dividing cloths and attach them to the front fabric at the top seam. The separates the front and back padding and also pulls the seam back down to match the other seams. If possible and if applicable, this is the way that we would probably do the job.
  • Option 2: Cost about $125 to $250 & up: In Shop Repair: you bring the sofa to our shop. I will hand sew it here in my shop, and then you pick it up and take it home.
  • Option 3: Cost about $200 to $300 & up:   In-Home Repair: I go out to your home and hand sew it up at your place. (which would include my travel time of one round trip to and from your place
Machine Sewing Options - At Our Shop
The best and more secure way to fix it would be to use our sewing machine to sew it back together. However, that is the most expensive ways. That involves bringing the sofa into my shop, disassemble quite a bit of the sofa to get it all apart and loose enough to get the fabric cover off the frame, unstuff the attached seat cushion, open it up enough to turn it inside out and take it to the sewing machine and sew it up. Then reverse the whole process to put it all back together.
  • Option 4: Cost about $150 to $350 & up:   Client Disassembles and Brings Pieces to our shop. This would include you disassembling the sofa,  and only bringing the pieces that need repairing. The cost would greatly depend upon whether, after you had disassembled the frame you brought the complete individual pieces to use (complete with their wooden framework OR if you removed the covers from the wooden framework OR if you also took the cover off the frame and removed the stuffing from the covers
  • Option 5: Costs about $350 to $500 & up:   Client Brings Complete sofa to our shop and we repair. This would involve you transporting the sofa back and forth to our shop. We then disassemble the sofa as needed, resew the unsewn pieces, then reassemble everything. Then you would come to get the sofa and take it home.
  • Option 6: Costs about $480 to $650 & up:  We pick up and deliver the sofa and repair it in our shop. We pick up the sofa, the client supplies help to pack the other end. We then take the sofa to our shop and disassemble the sofa as needed, remove the cover from the frame, unstuff as needed, resew the unsewn pieces, then reassemble everything and deliver it back to client's home. The client supplies someone to help with the other end to get it back in the house. (Add $50 per trip if the client doesn't supply a helper.)
Take some time to determine which way you would and wouldn't want to to be done. Feel free to ask any more questions.
 
Best Wishes,
Stephen
 
These prices are just rough estimates. All items that are not priced are not included. Your actual cost may be more or less depending upon the work that you want to be done,  the price and the amount fabric and supplies used on the job. Anything not listed and charged for is not included  Unless otherwise noted and charged for, all prices are based upon reusing existing padding and cushion filling,  All prices, yardages and info subject to change or correction. If our foam or supply prices increase before an order is written, those affected foam or supplies in this estimate will be subject a price increase. **Pick up and delivery charges are extra and may vary according to distance, and depending on if the client provides help to load any furniture into our van, local charges shown (Independence, Monmouth, Dallas, western Salem).   (c) Copyright 2006 by Stephen Winters

I finished the email with the disclaimer at the bottom of the email

 

 

 

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Giving Estimates

There are several types of estimates

Phone quotes

Always give as accurate of a quote as you can quickly do it. NEVER give a low price just to get them in the shop (bait & switch).  However, it is better that you make up a phone quote sheet that has approximate prices for most of the major types of furniture on it.

Never give precise details and Never let the client pin you down on a price while on the phone. When you give a phone quote, you really don't know the actual style of the furniture or its condition. Always say your standard disclaimer.

Always follow up your phone quotes with a disclaimer (that you have written up and memorized in advance). You should know your disclaimer so well that it just flows naturally out of you. An example of a disclaimer might be something like, "The actual price will vary depending on the style and condition of the (sofa, chair, etc.), the type, style and pattern of the fabric." Follow it up with a request for them to email a picture of their furniture to you.

Whenever I give estimates on the phone I generally give a price range. I also use phrases like, "in the neighborhood". For example, when I give a phone quote I may say something like, "To cover that wing chair in a basic* upholstery fabric, if everything is in good shape, it could run in the neighborhood of $600 to $900. The actual price may vary depending on the style and condition of the (sofa, chair, etc.), the type, style and pattern of the fabric."

When potential clients call for an estimate, many of them aren't looking an exact price. They just to know if it will cost about $300, $600, $900, $1200, $2000, etc. They just want to know if they can afford it, or it it will be way out of their price range.

*"basic" upholstery fabric. This means in a plain or other easily workable upholstery fabric that doesn't require matching or any other special handling.

Rough Estimates

It is useful to be able to give rough estimates for clients. For clients who think upholstery is much cheaper than buying new furniture it saves both them and you time and money. When you give a rough estimate, it should be based upon some actual costs. Don't just give a quick low cost without any thought to it. It is very useful to figure the actual costs of some jobs that you have done, or to price out some jobs of various type to make out a rough price sheet.

Bargaining with a Client

NEVER "bargain" from a rough estimate, you will only hurt yourself. It is so easy to overlook or forget the costs of all the details of the job. If you bargain at all (I rarely if ever bargain with a client), wait until you have your detailed estimate (see below) finished. If I ever bargain with a client, I don't reduce the prices that I give him. Instead, I cross off the items or services that I am supplying (i.e. new foam, etc.) or tell him that I will simplify the way that that I will do his furniture. In other words, when he pays less, he gets less. I don't work for a lower wage and I don't lower the cost of what I'm selling to him. In addition, since I give most of my estimates as comparison estimate (see below) it already show the client what specifics will be given with each price level. Consequently, there is rarely ever a need to bargain with a client.

What is the Client's Budget?

How much is the client willing to or expecting to pay. It would be much simpler if the client would just tell us up front how much they wanted to spend. Then we would just make out an estimate (or a Work Order) to include items that would be just that amount. However, that isn't how it works. During the earlier part of my upholstery career I would just give the client one price, and the client would either take it or leave it.

Over a period of years since then I've learned to make a different type of estimate, where (in a sense) I become my own competition. In my estimates (see below) I make out a very detailed estimate which gives the client a number of choices. They have a lot of control over how much the job will cost. They can just pick and choose the options that they want and the price of the fabric. They can instantly see what the total price is for the options that they choose.

Detailed Comparative Estimates

 "The client might ask, "Will you do the job for $XXX?" In a case where the client is trying to get a lower price from you, it is to your advantage to give a detailed estimate, with prices listed on each item before you talking with the client. Then determine, or mark, which items are required, and which items can be left out or done with a lesser quality of materials. Once you have everything listed, priced, and totaled, you can go to the client with confidence. As he tries to negotiate, just reply to him, "Which of these items do you want to leave out to get a lower price? Do you want a lesser quality foam? Do you want the skirt left off the furniture

Here is an example of the Summary Page of my estimate form for one of my estimates. (Click on the picture for a larger picture.) The summary shown here is automatically generated from the Full Estimate on page 2 shown below.

1

This is the detail page where all the costs are listed. The individual charges and prices are shown in the white cells shown at the left side. Each colored column gives a different price option for the client.

What do the Colored Columns Mean?

The white area to the left of the form (see above) is for the listing of the various items and services with the associated prices. Then those items are numbered in the colored columns depending upont which is appropriate to which column.

  • For the left yellow  column I try to give a choice of doing the job as inexpensive as possible while maintaining a high quality of workmanship. This would mean simplifying the style of the furniture as much as possible, such as: no skirt, no buttons, no special designs, reuse all the existing foam in the seat cushions and other parts of the furniture.
  • The Next (blue) column would involve adding the next part, such as adding new cushions to the price of the yellow column.
  • For the green column I add a few more things.
  • For the right side pink column I would add everything that I would suggest or recommend for their furniture. This might be to replace all the foam in the cushion and back rest, add a skirt, retie springs, or whatever else might be needed.

For the columns I would generally start with only the most important of the basic things in the left yellow column. Then, for each of the following columns we would add other options, always adding the most important (of what was left) to each of the following columns.

Hesitant?

Some upholsterers don't like to give detailed estimates because be they think that the client will nit-pik all their prices. In reality, it is better to have all the items with prices listed out. Otherwise, if a client tries to negotiate price, the only thing that they have to look at is the total price.  You've already told them (or they will assume) what the job will  include. They focus only on trying to  reduce the price, not on what can be eliminated to reduce the price. When you reduce the price, then you're stuck with having to give them all the stuff on the list at the reduced price. It's money out of your pocket.  Compare that to having all the items & prices listed. If you reduce the price, you are crossing out some of the items or services that you would do for them. the customer can clearly see that as you reduce the price you are also eliminating items and services from their job. If the client values her furniture, she is less likely to want a lesser quality job.

How do you become confident with your prices?

Becoming confident is not just a process of psyching yourself up. This doesn't change your knowledge or awareness. To become truly confident with the prices you charge often takes work. Measure and figure out what each of your services or products cost you, and how much of you time it involves. The more knowledgeable and aware you become of what the costs of your business are, the more confident you can become.

Sometimes we have to deal with insecurities or...

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Tags: 
Upholstery Estimates
Pricing Work

Charging to use a Customer's Own Fabric

I wrestled with myself for many years before finally charging a COM fee whenever a client brings their own fabric. At first, I was so insecure I only charged $5 per yard. After a time I went up to $10 per yard. Then our Charlotte Fabrics sales rep, who is an upholsterer himself, said that he charges $15 per yard. So now, for the last few years, I charge $15 per yard COM fee. I have written a web page explaining about the COM fee. You can see that page here. http://winterssewing.com/node/155 In fact, on every estimate that I give out it also automatically gives the COM price at the bottom of the estimate. That came about because sometimes a client will get a price of labor, fabrics, and supplies from me, and then bring in their own fabric. It's kind of awkward to go adding fees (i.e. COM) after I've already given the estimate. So I just designed the COM fee notation and additional price to be part of my estimate (see picture below). Now it doesn't bother me whether they use my fabric or theirs because I'll get $15 per yard if they supply theirs.
 
In addition to that, I highly recommend that you think out and write out your own COM policy, including the reasons for it that make sense to you. If you can't accept it within yourself, it will be very hard to confidently pass it on to the client. Most of all, it is a process of convincing yourself that you deserve the COM fee. Once you have it settled in your own mind, then you can more confidently present it to the client. When you are at peace with a policy, then the client senses that and are more likely to accept it. just know though, not every client will accept it. But that's OK.
 
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Create A Furniture Labor Price List

It can be intimidating to try to create a price list for your upholstery business. There are so many items to figure out. Where do you begin?
Let me give you a..... It is better to have a poorly thought out price list than no price list at all. Perfectionist will stop you every time. Allow yourself to make a sloppy, poorly designed, incomplete price list. Just write some descriptions and prices down. It doesn't have to be correct or perfect. Just make your best guess, but write them down. Once you have some things written on your list, then you can correct or add to them as you improve it.

Don't just copy the price list of some other upholstery shop. You need to choose what you yourself are going to charge for  each type of furniture. However, it is certainly OK to look at what other upholstery shops have done and to decide if their prices are too high, too low, or similar to yours.

 

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Filling Out The Comparative Estimate Sheet

Making Out An Estimate

To see how I give estimates, please read the page on Giving Estimates first.

(You would best understand this section if you are looking at my estimate form as you read it. (click here to see a larger version of the Estimate Form)

I give the client options so that they can have some control on the final price.

Whenever I give an estimate I mainly look at a picture of the furniture (which the client has emailed to me) and figure out what is the simplest least-cost way I can do the job. The price for that option goes at the top of the white area at the left of the estimate.

Then I examine the furniture for details (i.e. skirts, wornout foam, attached pillows, channels, spring tying, etc.) and list all those detail items (with prices) individually on the left side in the white area. There are different sections depending on what the various items might be.

Then, as I look at the list of optional items I start activating those that go in the lowest "BASE COST" column (yellow)

 I activate (by putting a "1" or other number in the yellow column) the items included in the base price on what's the simplest way I can do the job and still do a quality job. For instance, the base cost would not include any banding, cording, skirts, attached pillows, etc.) Even it the spring are shot, or the frame definitely needs repair, I don't put those things in the yellow column. The yellow column is for show the lowest cost way to recover the furniture IF everything (springs, frame, padding) was in good shape.

For the blue column I add the activating number for whichever options seem most appropriate for the next cost level up. Sometimes this might be adding on the skirt, or new seat cushions, etc.

For the Green column I add whatever seems the most approriate for the next level of service. This might be new back cushions or any special detailing that the original cover has.

For the violet column I put everything else that it might include. Sometimes that might be regluing or repairing the springs, retieing springs (although Spring retying might be put in the blue column if it is apparent that the spring are in bad shape.

 

To see another variation of this estimate form (Which includes pricing out doing the job in leather) you might want to look at: Sample Fabric & Leather Estimate,

 

If you would like to purchase the Comparative Estimate Form Package, go here: How to purchase the Estimate Package.

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Purchase the Estimate Form Package

For those of you who might like to purchase the Comparative Upholstery Estimate Package, click on the payment button below, read the descriptions below and also read the linked pages.

The forms in this package have been created on Libre Office, which can be downloaded for free here: Libre Office Download.

Click on the pictures to see an enlarged picture of each.

Example of Front Summary Sheet

Example of Detail Sheet

To see how these are used, go to Furniture Upholstery Pricing > Giving Estimates.

What is on the estimate form and what comes with it?

  1. Front sheet shows summary totals taken from sheet 2
  2. Detail sheet is where the individually items are entered.
  3. Comes with up to 4 training sessions of up to 30 minutes each.

Bonus Package: (Included at no extra cost)

The bonus package includes: 

  • A sheet used to figure the cost of both cut foam and sheet foam.
  • an estimate form designed to include estimates using leather hides, as explained here: Sample Fabric & Leather Estimate.
  • Also included is a pattern layout template as explained here: Computerized Cutting Layout and the child pages of that page.

How does payment work. Click on the PayPal [Pay Now] button below. You may use your debit/credit card. The Payee on your statement should be listed as Winters Sewing.

Cost: $250.00

Note: Once you have made the payment, use the contact link above and send us a message that you have made the payment and give us your contact information, including your email address. Upon receiving payment and notification by you, we will send you a link to a download or send the package in a zip format to your email address.

If you have any trouble with receiving the package, send us another message or give us a call at 503-838-4999.

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Planning Your Estimate for the Unexpected

In this day and age it is easy to give a price, make a out a work order, get started by removing the cover, and then find that extra work is needed that you haven't included in the price. Now what do you do? Will the client think that you are just trying to rip them off and get more money? Should you just do it anyway and not charge for it? Should you just ignore it and pretend everything is OK and not do the repairs?

One of the keys to good client relations is to keep the customer informed on everything you are doing.

How do you protect yourself from doing extra work that you didn't price into the job. Once you get the cover off the furniture you may find that the frame, springs, or padding needs much repair. Now what? You've given the price and this  wasn't included!

It's been said before: "Begin with the end in mind". Here, we are talking about several ends:

  • The end of the job
  • getting paid
  • Developing a good reputation
  • Improving your client and business skills
  • Improving the quality of your workmanship

 

If possible, personally inspect the furniture before you give the estimate. However, many of our estimates are given by email and we may never see the furniture until after the Work Order is written, the fabric as been ordered, and the furniture is brought into the shop. In this case we do several things.

  1. Before you give an estimate ask the client some specific questions about the condition of the furniture.
  2. On your estimate form give several prices, (a base price assuming everything is OK, a price including some possibilities, and a price for everything (which you list out).) Having several prices on the estimate will help you assess your client's mindset and her budget.
  3. On both the estimate and the Work Order use words to explain that the price is based upon the frame, springs, and padding being in good shape. In fact, make up an Estimate and Work Order  forms that have these type of words in the template, which will automatically appear on every estimate. The way you won't have to remember to put it on the forms because it will already be there.
  4. Explain to the client that:
    1. No extra charge will be made without their consent
    2. If there is extra work needed you will contact them
  5. If you have not seen the furniture before the Work Order was written up, inspect the furniture as soon as you see the furniture, while the client is still present. Clearly show them what the problem(s) is/are.
  6. Take Pictures of your work, especially of the areas that need extra work. If the client can't come in to see the problems, pictures will document the situation and the problem(s).
  7. Make up a Price List of your labor price, and that also includes the extra charges. Here is an example of our price list. You will notice that I give price ranges, followed by the words "& up".

Preparing for the unexpected

 

Sometimes you have to just eat it. Irregardless of whether the client pays for the repairs it is to YOUR best advantange to do the job right. You are improving the quality of your workmanship, you are building your good name and your reputation with clients.

 

Read All of these articles:

The Pre-Estimate Inspection

Giving Estimates  .

Writing Detailed Estimates

Work Order Phrases

Work Orders in Quickbooks

Take Pictures of your work

 

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Pricing a Job With Multiple Pieces

If someone sends you pictures, brings their furniture to your shop, or calls you out to their location, what if they have a large job with multiple pieces. It can seem overwhelming how to give them a price. How do you calm yourself enough to give the client a price? Here are some tips.
 

Price All Items Indidvidually, not as a group

When you do them, you do them individually. When you lump things together you forget to add cost for things that cost you extra time.
 
Who took those pictures? If you took those pictures I would chide you to take a picture of each item separately, full on at an angle. If a client sent me those pictures I would insist that they send me a clear picture of each item. When you have cluttered pictures of lots of pieces it is hard to tell what is included and what is not. In group pictures extra cost things get hidden.
 
With that said, if these are the only pictures you have, chose one item at a time and clearly describe it and price each piece individually.
 

Know What You Are Pricing

When I price an item, know what the estimate includes. I itemize the estimate and have it clearly describe each piece. For example, this would be one imaginary listing: 7 foot sofa with 3 seat cushions and 3 back cushions, no skirt and no buttons, no decorative trim. (of course, you would describe it to fit whatever you are including on your estimate.) In addition to these descriptions, the bottom of the estimate would include limitations and disclaimers (see below)
 

Itemize Your Estimate

Even if you don't want to give your itemized estimate to the client, I recommend that you still itemize your charges on your estimate. I do this to make sure that I charge for everything. As for myself, I do give my clients a fully itemized estimate. Then both they and I know what the estimate includes and what it doesn't include.
For example, I don't price all sofas the same. I break it (my prices) down into basic (plain design) styles and then add for extra cost items (i.e. attached pillows, loose pillows, skirts, throw pillows, etc.)
 
Here is my labor price listing (which is low, I haven't looked at it recently, I need to revise it. but it will give you some ideas.) http://winterssewing.com/node/72  Also, notice the disclaimers and extra charge items at the bottom of the page.
 

Using Disclaimers on Your Estimate

It is very easy for a client to think that when you give them a price that it will include everything that will be needed. However, that leaves you open to getting hit with unexpected repairs or supplies that may be needed. Whenever I give a client an estimate I put it on my estimate form which includes disclaimers and limitations. The disclaimers protect me from the unexpected and also notify the client that there could be additional charges if more work or materials are needed.
"These prices are just rough estimates. All items that are not priced are not included. Your actual cost may be more or less depending upon the work that you want done,  the price and the amount fabric and supplies used on the job. Anything not listed and charged for is not included  Unless otherwise noted and charged for, all prices are based upon reusing existing padding and cushion filling, using one plain or all over design 54" wide fabric, not needing matching, using standard supplies and materials. Additional charges apply for multiple fabrics, pattern matching, frame repairs, and any other labor or supplies needed. All prices, yardages and info subject to change or correction. If our foam or supply prices increase before an order is written, those affected foam or supplies in this estimate will be subject a price increase. *Standard COM charge is $15 yd, but may vary depending on the type of fabric or other factors. **Pick up and delivery charges vary according to distance, local charges shown (Independence, Monmouth, Dallas, western Salem).   (c) Copyright 2006 by Stephen Winters"
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Sample Fabric & Leather Estimate

Here is a sample of an estimate (On my spreadsheet estimate form) that I just created and gave to the client. The spreadsheet is programmed so that as the amounts are entered the totals are automatically calculated. (To see the sample document, click on the picture or see the bottom of page for a link to the sample estimate document.)

 

Here Are The Important Parts Of The Estimate

  1. TWO PAGES, SIMPLE AND DETAILED: the Estimate has two pages, a front page for those who don't want to be bothered with details and the second page for the people who want the details. The amounts on the Simple Page 1 are automatically calculated from the detailed page as the amounts are entered.
  2. FOUR COLUMNS, LEAST COST TO MOST COMPLETE: On both pages there are 4 columns to give the client 4 choices, from the least cost to the most complete (The first column, in yellow, is for doing the chairs in fabric. The remaining 3 columns are for doing the job in leather, with various options.
  3. PICTURES: I find the pictures very helpful when the client comes back, a few days or some months later. It helps me to remember what the estimate is for. I include small picture(s) at the top within the printing zone. To the right of the print zone, where only I can see it, I put large pictures to show me the detail.
  4. LABOR AND COSTS AT LEFT: The various charges of labor and supplies are added in the white section at the left. Quantity numbers are added in the colored columns at the right. numbers add the associated costs to the totals below.
  5. FOAM PRICES AUTOMATICALLY FIGURED: The foam sizes and sq ft costs are entered in the boxes and the total foam costs are automatically calculated.
  6. YARDAGE AND SQUARE FEET: There is a place in each column to enter the amount of yardage of fabric or vinyl and a place to enter the square feet of leather
  7. ADMINISTRATIVE FEE: Lately I've been adding an Administrative fee, to partly cover for all the time put into taking in a job, doing the bookkeeping, etc.
  8. TOTALS AUTOMATICALLY CALCULATED AT BOTTOM: At the bottom the total for each estimate includes the total cost of the various costs of the fabric or the leather. For example I estimate how many hides the job should take and multiply that number by approx how many square feet are in each hide. This gives me a total square feet of leather, which is added under Leather Totals. If the job includes both leather and fabric, then I can add them both, and they are both included Near the bottom of the form.
  9. C.O.M. FEES AUTOMATICALLY ADDED. At the very bottom is the cost I charge clients who have their own fabric or their own leather. The $15 per yard C.O.M. (Customer's Own Materials (fabric or vinyl)) fees are put in light grey text so that they plainly shows but doesn't hit the client in the face. The only thing in dark print is the total cost to the client for having their own fabric. There is also a $3 square foot fee for Clients Own Leather. The form automatically figures and adds the COM amounts base on the amount of yards of fabric and/or the about of square feet of leather. This way I never have to be afraid the client will take the labor off of my estimate and want to use their own fabric. The amount they pay with their own material is at the bottom.
  10. NOTES AND DISCLAIMERS: In addition, the form has various disclaimers and notes to explain the various components of the job.

 

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Attached Files: 
PDF icon Here is the Sample Estimate form

Using Pictures for Estimate

I find taking pictures to be very useful in preparing the estimate. Many of the clients bring their furniture into my shop to get an estimate. I usually take pictures of it from several angles angles showing everything that I will want to remember. Most of those clients don't want to wait around for me to write up an estimate, so I offer to email the estimate when I'm finished. While the client is still here I spend that time going over everything that needs to be considered, which I also make notes about. I find my notes and the pictures useful when I finally have the time to make out the estimate (which could be minutes, hours, or days later.

Having photos synchronized with online

I take most of me pictures (for estimates) with my smart phono. I have the Google Photo App set up to automatically synchronized/back up all the pictures to my photos.google account.

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Why Make Out A Detailed Estimate?

When many upholsterers see my estimate form they can easily get overwhelmed with the amount of details on it. I've been asked before,

  • "Why make out such a complicated estimate?
  • Why not just look at the piece and give a price?
  • One might even go as far as to ask,
  • "Why keep records at all?"
  • Isn't all that paperwork a waste of valuable time?" 

Those are reasonable questions that deserve an answer. Giving estimates are the live blood of the business. No estimate - No jobs. To be sure, not everyone needs to be using an estimate form like mine. Many upholsterers just look at a piece of furniture, do a few figures in their head, and give the client the price. That has never worked for me. Every time I've tried that I forget to charge for various items or services and I way undercharge the jobs.

Here are some reasons why I use the detailed estimate form with clients.

  1. Think the Job through: Helps me to think through what is needed on each job before I give the client a price. Also, it helps me to have it all written out so that I remember what I was thinking when I made out the estimate.
  2. Stops Price Dickering by Client: Having a detailed estimate takes away the price dickery with a client. If they want to spend less, they choose the cheaper option or some items or services might be deleted from the estimate. The client can clearly see what they will have to give up to get the cheaper price.
  3. Clear Understanding: It gives a clear description of what is included in the estimate and what is not included. It takes a way the misunderstandings of "I thought that was included!" "No it wasn't included!" or the upholsterer having to do some part of the job for free because he had forgot to charge for it.
  4. Informs Clients: It informs the client of all the little things that I might forget to tell her, such as approximate completion time, of my policies and procedures.
  5. Client's Own Materials: Sometimes in the past I have either forgotten or have felt too scared or intimidated to tell the client that there is an extra charge for them buying their own fabric.The form automatically gives the price when the client brings their own material. It's all clearly laid out for the client.
  6. To Better Remember: I try to put everything on the estimate that I need to remember. In my upholstery business when I give an estimate it may be days, weeks, or months before a client decides to proceed with the job. Having a picture of the furniture on the estimate and having all the details clearly laid out helps me remember what is included in the estimate and what is not included. If a client comes back several weeks or months later to have me do the job, I won't remember what I told her. If it isn't written out it is the same as if it never happened.
  7. Gives Clients Better Control of their Budget: The client can clearly see what she will get for each choice. They can compare their budget with the totals of each choice.
  8. Gives Clients More Confidence: No hidden supprises. Besides having all the prices listed, the estimate also includes any other possible charges, if needed.

 

Well, my estimate form is not for everyone. It is mainly of interest to those who are proficient at computers, who are very detail oriented, who want to keep an accurate record of the details of the estimate.

Phrases like, "Everything is included" is really meaningless and leaves so much room for misunderstanding.

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It Costs How Much?

What do you say when a client says, "I can't believe how much it cost to have something reupholstered nowadays! When I was younger it only cost $xxx plus fabric to recover a chair."

As I was thinking about this I had these thoughts?

  • I can't believe how much gas costs nowadays. When was young I remember the gas being 32 cents per gallon. Now it's close to $4 per gallon.
  • I can't believe how much houses costs nowadays. When was young I remember that we bought a 3 bedroom house for sixteen thousand dollars. Now a similar house costs about two hundred thousand dollars.
  • I can't believe how much food costs nowadays. When was young I remember when .....
  • I can't believe how much water costs nowadays. When was young I remember ..... do you know what my water bill for the was this month?
  • I can't believe how much going to a doctor costs nowadays. When was young I remember ......
  • I can't believe how much eating at a restaurant costs nowadays. When was young I remember .....

Take that a step further. Will those same clients complain that they are making a lot more in wages than they or their parents were making way back then? How much per (hour/month) were we all making twenty, thirty , or forty years ago? How much were our grandfathers being paid sixty or eighty years ago?

 

For more on setting prices, go to "How Much To Charge " 

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Tags: 
Pricing Work

Pricing Jobs

   The question was asked, by a workroom who really needed to get some experience and some work, if she could lower her prices more than she already had. Here was my response to her:

    Having been in that situation myself (desperately needing to get some work, and nothing's working) I can certainly sympasize with you. Also, in having been through it myself, I know from experience, trying to get jobs from a feeling of desparation didn't work for me.
A Word of Caution
    I have a word of caution. Don't price your jobs real low out of desperation! It will come back to bite you! Here's my experience: In the years past whenever I would really need the work, I would keep lowering the price (in my head) before I even told the client the price. I just had to have the job, so I would price it real cheap. Then the client usually said something like, "I'll think about it and let you know." And I wouldn't hear from them for at least a few weeks. Then, when I had lots of other work in the shop, they would come back and want me to do it. But then I wouldn't want to do it because I coudn't afford to do it as cheap as I had priced it. What could I do, I was stuck!

Believe me, I know what that feels like. But I have a suggestion (which may be very difficult). Step out of your "Got to get that job" mentality (which is a "desparation mentality") and step into the mentality of "What do I need to do that job correctly?" Then I might suggestion that you price the job three different ways:

  • Way 1: made very simply, no skirts, no welts, and no separate cushion covers.
  • Way 2: made very simply, no skirts, no welts, but cushions are covered separately
  • Way 3: made with separately covered boxed cushions, skirts and welts, etc.


There can be other variations of this as well.

What should you do Now?
But then you might say, You've already given her a low price (and want to lower the price even more). What do you do from where you are right now? I would recommend that you NOT lower your price any more, but that figure out whatever cost saving methods you can (such as when you elimated the serging), or not making separate cushion covers. Figure out how you can make it as simple as possible. (no welts, no skirts, as few seams as possible)

I find that when the customer doesn't want to pay my price, while keeping my regular service at full price, I often offer them realistic cheaper alternatives. Giving them the cheaper alternatives emotionally helps me to feel better about charging full price for my regular service.

Sample Comparison Estimates
As an example, here is a comparison estimate that I created for a client. This sample estimate is available here as a pdf document, or here as an Excel spreadsheet document. This will give you an idea of how I sometimes handle giving comparison estimate (so I can be my own competition). In this estimate, the client wanted an estimate in covering all their furniture in wool fabric with wool padding, and also, how much would they be in leather. I knew that the price would be so expensive that there would be no way that they would do it. It took me a week (of struggling with myself: I didn't want to put all that work into making 8 estimates, since I "knew" that they wouldn't want to do it. I also had to figure out how to give the estimate. After the week, I finally decided to do a spreadsheet estimate. Also, although they didn't ask what my "regular" price would be (covered in standard materials and using standard padding), I added the "standard" price for my sake. Since I gave them the alternative of the lower regular price, it gave me the confidence to create the estimates for both the wool fabric and the leather. And they have told me that they want to go ahead with covering it in the wool fabric.

Take Heart!
I said all of this to encourage her to take heart. Don't be afraid to charge your full regular price. And also to give them some cheaper alternatives (which I've listed above).
You might also consider making out a spreadsheet with prices for doing it several different ways. This way, they will be deciding whether they want it done the simpler way, or to pay for the more fitted look.

Using Downtime
    During times in the past when I was out of work I would fret a lot. Usually my downtimes don't last more than a few days at most. But, when I don't have anything to do, it's very easy to get all worried and think "I'm going broke", "How am I going to pay rent" etc. Eventually my smart wife (wives are wonderful!) began to encourage me to use my downtime productively. Keeping busy helps me keep my mind out of the gutter. Also, there are usually MANY things that I never have time to do when I'm busy. Having some faith (realizing that, "No, I'm not going broke, customers will be coming again.") helped me to begin to use the downtimes better. In fact, during the last few years, I've began to look forward to down times, which give me some time to organize my business better. Here are some of the things that I do when I run out of work for a few days:

  • Examine my business: When I'm really busy, it's sometimes difficult to keep perspective. Am I doing what I want to be doing? Where can I improve what I'm doing?
  • Clean and organize the shop/workroom. When I'm busy, there are areas in my shop that develop clutter, that I don't clean very well. Having some down time allows me  time to do a better job of cleaning, or to organized my supplies better, etc.
  • Work on developing better paperwork. I use this time to see what I'm lacking in paperwork, and to such as improving my work orders, creating better price lists, etc.
  • Bookkeeping: There always seems to be bookkeeping that needs to be caught up. Never seems to be enough time to do it all. So, I sometimes use my downtime to catch up on bookwork.
  • Do Jobs for own house: Some of us don't seem to take time to do our own furniture. When I have no work, I sometimes take that opportunity to work on some upholstery/slipcover project for the house.


When I use down time to improve some aspect of my business, then those rare times of "no work" become a blessing rather than a curse to endure. During the last couple of years I've only had perhaps a couple days when I didn't have client's work to do, so I didn't have much time to work on this stuff.

Advertising
    One of the most important aspects of developing any business is advertising. I also use downtime to examine my advertising. What types of advertising am I doing? What types of advertising is available in my area? What can I do better?
    We spend about $250 to $300 per month year round. We advertise when we are very busy as well as when we are slow. This is part of what keeps work coming in year round. This is how we advertise:

  • Newspaper: West Salem, where we live, has its own montly newspaper, which serves about 10,00 families. We put  display ad (about 2" high by about 5" wide) and this costs us about $60-80 per month. We keep it running all the time. We've had people tell us that they had cut out our ad and had it on the refrigerator for a year. They knew that someday they call us, and the did.
  • Telephone Directories: We have the smallest size of display ad (1/16th of a page) that we could get. We run this ad in two telephone directories.
  • Word of Mouth: Yes, I've heard from many people that word of mouth is the best type of advertising. I agree. However, clients die off, or move away. I've never found that word of mouth alone would give me enough work. Also, word of mouth, as an advertising source, takes years to develop.
        To me, the realization the power of word of mouth helps me to realize that every client should be treated honestly, forthrightly, and to do the best job that I can. Every job can come back to bless me or to haunt me.

More Advertising Thoughts
Focused Advertising = Focused Results. Assuming there is a large enough customer base in the area, we can advertise for the part of the upholstery that we like to do, to the exclusion of other areas. For example. I don't like to do automobile upholstery (yes, I know, some of you love to do autos). What I like to do best is household furniture and RV cushions. This is what I advertise for and these are the types of clients that I mostly get.
Able to choose specific jobs: Advertising brings us in enough potential clients that we can be more picky about the jobs that we do. We can take the jobs that we like better, or that we do best. We can turn away jobs that we just don't want to do. Before we started advertising I often felt that I had to try to get every job (and thus beat myself down on the price). Now, since we constantly get some many calls (mostly from the ads), we can charge a better price (more that we used to charge) and we can refer jobs that we don't want to other shops.
Consistency of Advertising: We find that having our ad in the newspaper builds customer trust. Many of the clients have seen our ads for years. They know that someday they will use us, and they do. By seeing our ad in the newspaper every month, they see us as consistant, dependable. even before they actually ever come to us
You Get The Type of Customer That You Go After.

For example, if you advertise that you are the cheapest shop in town, then the type of customers you will get will be the ones looking for the cheapest price. (and often will try to get the price even lower)
However, if you specialize in quality, such as advertising that you do quality work (and then making sure that you indeed do quality work) then those are the type of clients that you will get. These type of clients are willing to pay more to get the quality workmanship.

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Tags: 
Advertising
business management
Pricing Work
Upholstery Estimates

Think Through The Job In Advance

Many potential problems of many jobs can be greatly minimized by thinking through the details of the job before you take the job in.

Keeping Records

As you work through the process described by this document be sure to keep records and take pictures as you go. Keep a notebook that you use (put the date and the client name on top of your notes). As I'm inspecting the job I try to keep notes about everything that needs to remember.  After the client leaves I will enter my notes and every other useful thing that i remember of what the client said or that i noticed into my Business Journal

Taking Pictures

As I'm gathering information for the estimate I also take a lot of pictures.(Read that accompanying article).

Thinking It Through

Here are some things to think about while you are figure prices and talking with the client:

  • Should you match the pattern of the fabric? Think about how the fabric will look on the furniture. If you have a piece of the fabric available, lay it on the furniture to get a feel for how it will look on the furniture.
  • Will there be enough fabric? I almost always add at least 10% to 15% more than I think that the job will take. You never know what you might have forgotten to include, or you might make a mistake.
  • Should the seams be bound? Examine the weave and he backing of the fabric. Will it hold together or do the yarns at the edge of the sample  come loose  easily?
  • Is the chosen fabric really a good choice for the furniture
    • Is the fabric too thin?
    • Should a muslin be put on the chair before the fabric?
    • Is the pattern a good match for the chair? Is it a square design, will it be going a round chair? How will that look?
  • Ask the client if there is anything that they would like changed about the chair?
    • Does the furniture have any squeaks or noises?

Talking With The Client

After you have taken in a job and are ready to start on it you should never have to ask yourself or the client things like, "Should I match the pattern". This should have all been talked about with the client before the job was taken in. Taking the time to talk through the details of the job both shows the client that you care about them and their furniture and it lets them know your thinking about the job. It gives them kind of an advance "mind picture" of what their job might look like and the quality of the work you might put into it.

About the Furniture

Ask the client if they like the furniture as it is, or if they's like anything changed.

Ask the client if there are any design elements about the furniture that she would like to keep. For example, if the furniture as tassells around the bottom, or buttons, or seams between the buttons, or attached pillows, make sure that you talk with the client in advance about anything that you are planning on changing BEFORE you do the job. Be sure that the client is  OK with the changes before you make the changes.

Don't make changes to the way the furniture feels or looks without first checking with the client. For example, if the chair needs a new cushion, have her sit on a foam sample of the new foam while you are discussing details with her. I keep foam samples in my shop for this purpose.

If the cushion or panels on the furniture have seams on them, point them out to the client. Then, depending on which way you run the fabric you can either tell them that the new cover will also have those seams, or that it won't.

For any special design elements, draw a sketch of the furniture with the special design element on it.

About the Fabric

Always discuss with the client in advance the details how they want the fabric applied. If needed, have the client come back out once you have the fabric and are ready to start the job

  • Focal Point: If the fabric has a pattern, check the client has a particular focal point she wants centered. Some patterns have obvious center points, while other patterns may have multiple points that could be used as the center.  Yet, even more, sometimes the client may want (or be OK with) have a different focal pont on each panel.
  • Plaid/check patterns: If there are different color lines or stripes in the pattern, which color does the client prefer as the center line?
  • Cutting Direction of Fabric
    • Top of Pattern: Also, check with the client which direction of the fabric that she sees as the top of the pattern. After all, she is the one who will have to live with the pattern for many years.
    • Top of Plain Fabric: Sometimes a seemingly plain fabric will have a stripe that didn't show up on the swatch in the sample book. Sometimes the fabric will look different or have a different sheen one direction or another.
  • Seams in Fabric: If the fabric has a pattern or characteristic (such as velvet) that will cause you put seams in places that did not previously have seams, talk with the client about it. Tell them what needs to be done (i.e. put seams on the cushion or backrest, etc.) and why. This can save both you and the client lots of grief.
  • Anything Else in Same Fabric: Ask the client if anything else in the room will be made from the same fabric. Will another workroom be making something out of the same fabric? If so, check with the client or the workroom to make sure everyone is applying the fabric in the same direction and using the same focal points, etc.
  • Seaming Outside Back: If the outside needs to be seamed, ask client their preference of one center seam or a seam on each side. Do they want cording in the same or just a plain seam.

If The Client Provides the Fabric

Face Side of Fabric: Verify with the client which is the front side of the fabric. I've had to redo two jobs because I didn't first check with the client which side she wanted on the top. Some fabrics can be used either side out. Sometimes the fabric stores will roll the fabric so that the face side is on the back of the roll. (They do this so that they can hang the fabric so that back side of the roll shows as the front.)

Is There Enough Fabric: If the client provides the fabric make sure that there is plenty of fabric. Also, ask how long she has had the fabric, and if she can get more, if needed. Is the fabric orderable, or was it a closeout?

Enter The Information into the Business Journal

When the client leaves and before I do anything else, I enter the pictures and everything that I can remember into my Business Journal. I never know when the next client will show up (sometimes another client shows up quickly following the previous client. So it is important that I make a written record of all the details before I get interrupted by the next client or other important event.

Giving The Client An Estimate

When giving the client an estimate it is really helpful to have specially designed estimate sheet that covers all the common areas that need to be considered in the estimate. (A substitute for this could be a list of those same specifics that you go over as you write the estimate.) It is very difficult, if not impossible, for even a very experienced professional to remember everything that should be inspected during the estimate, so have the printed guide is a great help.

As I prepare the estimate I use my Business Journal to great advantage.

Also, read the accompanying section on Giving Estimates. This is highly recommended.

Giving The Client Price Options

Another advantage of thinking through a job is that you can then give a client options. Learn to really "see" the furniture. Closely examine how it is made. What things are necessary and what things are optional.You never know how much the client wants to spend on the project. There have been times when I thought that a client wanted .... upholstery. In these cases I didn't bother to give lesser cost options. However, many of these potential clients decided not to do the job. I think that I might had been able to do many of these jobs if I had of given them more choices. Nowadays I almost always give several price options, from, what is the lowest cost I can do a job (wherever possible: eliminating skirts, attached pillows, buttons, banding, etc.

For more information about giving multiple options on estimates see: Giving Estimates

Writing Up The Order

Firstly, You should have a Work Order that covers all the particulars, it can either be preprinted that you fill in by hand or something where you enter the information on the computer. As an example, I use Quickbooks invoices as the Work Order. You can see samples of both preprinted and computer of Work Orders here.

When you write up the order be sure to write out all the details of the job. Don't trust anything to memory (your memory or the client's memory). Sometimes a client may have previously told you to details in person or in an email. They might remember those details because it is their furniture, but you have other things on your mind and don't remember. Let the client read the contract and ask the client if there is anything else that needs to be included. Ask if there is anything that you have left off the Contract.

It is to your advantage to write all the details on the Contract, both as a reminder to you of what the job includes, and as a protection if the client ever complains that you did not do something, or did something that you weren't supposed to do.

Special Thanks To

For suggesting some great ideas for this article, special thanks to fellow upholsterers: Danielle MacKenzie Miller, Nancy Baldwin Letts, Dennis Locke, Edwin Ladd Northuis, Christopher Berry, Glynis Manningm, Debra Fabian.

 

 

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Extra Charge Items

Extra Charge Items

Generally when reupholstering a piece we charge for any item that takes more time or more materials. Here are a few examples.

Working in Velvet

Velvet (especially very plain cotton or cotton blend pile velvet bruised very easily. This means that if you use tack strips to fasten the sides of the outside arms and the outside back it is pretty likely to bruise the velvet. Consequently, you will probably have to handsew those pieces, which takes more time. In addition, you have to be gentler and take extra care with velvet to keep it from wrinkling or have crease.

Using contrast cording.

When you use contrast cording the odd color cording stands out much more that self cording, and thus it shows any uneveness of the cording much more plainly this gives a much higher probability of the client complaining and wantingyou to redo something. Consequently, this means that you need to take extra pains to have the cording as straight as possible.

Decorative Tacks:

To figure the cost of the tacks, measure how many tacks it takes for a given measurement (i.e. 1 foot). Let's say that with head to head tacks it takes 17 tacks for 1 foot fo head to head tacks. Assuming that you buy your tacks in boxes of 1000, and it the box costs you $20 (plus $5 shipping (when included with other items)), you'd figure the retail price at figure your retail cost. Lets' assume you decide your retail cost

Head to Head: To to figure price, get a stop watch and time yourself putting in a section of tacks (i.e.) 1 foot of tacks. Divide by your hourly rate. Here is a Hyperthetical example: if puttin in 1 foot of tacks takes 15 minutes (1/4 hour), and if your hourly rate was $50 per hour, then your labor would be 1/4 X $50 = $12.50 per foot, plus the cost of the tacks.

 

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How Much To Charge?

(This message is a response to another upholsterer who was feeling grumbly because some of her clients were asking her to lower her price. )

Can you give me a break on the price?

A couple months ago a client brought a sectional into my shop to replace the soft foam in the seat with a high quality foam. When I gave him the price the price he tried to get me to lower the price. I told him something like "I don't make a lot of money at this, I have to feed my family." He said that his wages have been cut back also, and could I give another poor working stiff a break, etc ....... I was kind in my response, but kept firm in my price. He decided to have me go ahead and do it anyway. After I finished the job and he came to pick it up, he wanted me to go home with him to help him get it in the house. Since I wanted it out of my shop, and he said he didn't have anyone at home to help him, I went with him. His house must have cost at least $500,000 to $800,00, possibly a million dollars. He is a regional sales manager for a large company. His wife also has some type of high position in a school system. I would guess that he alone easily makes 10 times as much as I do. By the way, he gave me an extra $10 to go with him clear across town, which took at least an hour. I cheated myself by not specifying a reasonable price for my time in advance. Before going with him, I should have told him a price for helping him deliver it.

I thought it humorous that (when I was giving him the price) he tried to relate to me on my level as a mutual struggling working man, and yet obviously had an income waaaaay above mine. His interpretation of being a "poor working stiff" is far different from mine.

Best Wishes,
Stephen

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Tags: 
Pricing Work

How Should I Figure Out What to Charge?

The Beginnings

I've doing upholstery since 1966. During the first years I worked for my dad. He took pictures of his work. Eventually he used his pictures to create an estimate manual. Each picture was numbered. Then he had a list of numbered prices and yardages that corresponded with the picture numbers. Clients would look through the pictures and find something that look like theirs. Right then they could see what the labor and yardage would be for their piece of furniture Giving each estimate didn't require much effort at all. To go with that estimate manual my dad had a mindset of "Do it quick, do it cheap." He had a number of upholsterers what did work for him. They did the work quick and slapped it out. High quality wasn't much of a concern. (There was a number of furniture that got rejected and my dad ended up fixing much of it so that he wouldn't have to fight with the upholsterers about it.) That  seemed work for him, but not for me. For many years my focus has been on doing my high quality. My dad and I had many words over that (but that's another story)

Figuring It Out

Over the years since Dad died I eventually had to figure it out for myself (and I'm still looking for, or developing, better ways that match how I  do business. My current methods includes a price page on my website here: [url=http://winterssewing.com/node/72]Upholstery Labor Prices[/url] I give price ranges and yardage ranges. I never give an exact price over the phone. I can give a closer estimate from a picture, but I still accompany my estimated price with a disclaimer phrase (as I already mentioned, in a link, in a previous message.

How do figure out my pricing structure?

Some upholsterers are very diligent and organized about timing how long it takes them to reupholster each piece of furniture. After some time they build up a reference showing how long each piece of furniture has taken them to reupholster it. I admire these professionals. In my mind, I'd love to do this. However, I work at home. In reality, I have some many interruptions (many of my own making) and am not that organized to do that.

So, what I've kind of done and go by kind of a "per yard" base labor pricing, and then that is adjusted by the complexity of the furniture. For instance, if I figure charging about $50 per yard as a "fluid" starting basis, and if the chair takes about 6 yards of fabric, then my base labor would start around $300. Then I look to see if it has extra banding on it, or lots of cording, or other special detailing, or anything else that would take extra work. From that I adjust (raise) the base labor cost. Then I add on any of the others in the component pricing list.

Component Pricing

I get so many interruptions each day that it's hard for me to judge my time. Instead I do what I can "component pricing" I figure a certain price for a certain type of furniture, then I add-on for additional items (i.e. skirts, new foam, attached pillows, channels, spring tying, etc.) Consequently, I don't spend a lot of time figuring out prices. I just list everything out on my estimate form.

An Example Price List.

For an example of what I'm currently doing, look at the upholstery Labor Price List on my business website. I'm not the most happy with this system, but, for now it at least gives me a starting point. Whenever I need to give an estimate, I just go to my Labor Price List (Which I've copied to my estimate form) and make adjust ments to the price as explained above.

 

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Referral Fees

Should An Upholsterer Pay Referal Fees?

Should an upholsterer pay a referral fee from a decorator or another business? When an upholsterer is first starting out, or low on work, he may be desperate and be willing to accept almost any conditions, just to have work to pay the bills.

Look at it from the client's point of view. Is a paid referral really unbiased? If a decorator or other business is getting a kickback from a particular upholsterer, will the client get the best service?

When someone gives a referral, there is an implied recommendation of outstanding quality or service. The referral says, "I highly recommend this shop. This shop is a shop that you can trust." The client is referred to a good shop. The best interest of the client is a priority.

However, when a kickback is given, then the best interests of the clients are made secondary to the bias of the referring party. When a kickback is paid to a referring party, there is the tendency to give referrals that benefit the referring agent, rather than the client.

Kickbacks are unhealthy

Paying Kickback puts the upholsterer in an unhealthy relationship with the referring agent.

  1. By the very nature of the transaction, the fee arrangement is often kept secret from the client. (How many workrooms would tell a client "I paid that decorator to send you to me"? and, does the decorator tell the client that he/she gets a kickback from the workshop?)
  2. The kickback puts the referring agent in more of a superior-subservient relationship with the craftsman.

Aren't Kickbacks Just Advertising?

Some might say that paying referral fees are just another form of advertising. However, one of the main differences between referrals and advertising is that clients know that the workshop is paying for advertising, so they compensate for any quality claims in the ad. On the other hand, when someone refers someone to a workroom, there is kind of an unspoken assumption that the referral is a testimony from someone who has had some work done, or has seen the work of the craftsman. A referral is general assumed to be a recommendation about the craftsperson being someone extraordinary. A referral is often tainted when there is a fee involved.

When I Give Referrals

On the opposite side of the fence, I often get calls from clients about types of work that I don't do. I refer those jobs to other craftsmen. If I've seen and approve of the quality of the other craftsman, I'll give a recommendation. If I haven't seen their work, I'll tell the client that, or I may just refer the client to the phone book. I don't expect to be paid when I send other shops work. I do what is best for the client.

In Conclusion

I don't pay referral fees. The quality of my workmanship is my referring agent. I also have lots of before and after pictures of my work, as well as slide shows that show the work at various stages. A potential client can see for herself the quality of my work. By watching the slide shows, it's almost like letting the potential client watch me doing some of my previous jobs all the way through.

 

  Instead of paying referal fees, Advertise!

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Pricing Work

The Costs of An Upholstery Job

 

There are a lot of costs that go into every job before the upholsterer even starts working on a job. It costs money to run a business and to be there for when clients bring their jobs to us. Every job has to pay its fair share of all the expenses listed below. A client might think that a small job ought to cost only $5 or $10, (After all, it only took you 5 minutes...) Would a patient have the gall to tell a doctor "your should only charge me $5 because you only spent 5 minutes with me?"

Before a client even gets to your shop, here are some of the costs that are part of every job.

  • Advertising expenses: newspaper, telephone directories, websites, etc.
  • Time spent talking to clients on the phone.
  • Time spent talking to client about his job when they come into the shop.
  • Time spent talking to other clients who don't have their work done.
  • Rental and upkeep on shop space
  • Cleaning the shop
  • Time spent organizing fabric samples so they are ready for the client to look at.
  • Costs of vehicles
    • cost of vehicle
    • gas
    • tires
    • maintenance
    • insurance
  • Utilities
    • cost of having a phone
    • electricity
    • water
    • garbage collection
  • Health insurance
  • Bookkeeping, time making out Work Orders, entering into bookkeeping software
  • Time spent making out and paying taxes
  • In between jobs. The cost of each job also has to pay for the time spent in between jobs, such as when waiting for a client to come in.

When you are in the middle of a job and stop the job, move stuff out of the way,  to quickly do a small job for a client, it breaks your train of thought on the job that you were previously working on. It often takes a few moments to get your mind back on what you were doing.

 

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Pricing Work

Upholstery Estimating

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Estimating Dental Chairs

What Would you Charge?

What would you estimate this dental chair?

dental chairsHere is a copy of my estimate.  I'll be giving this estimate to the client in the next day or two, and wondered what you thought. This estimate is for Each Chair. When I go out, I will also change the Quantities to give them the total estimate on all the chairs. (This estimate also shows 5 round stools, which are not in the picture)

The Situation

The client has 5 dental chairs, which were reupholstered some years ago using a standard grade of foam, which is now pretty soft. I notice that the foam was just a flat piece of foam. When the vinyl cover was put on, the sides were pulled down, leaving the center raised up a little. Currently the seat foam is only about 3" to 3 1/2" thick at the top and then tapers down to about 2" at the bottom of the footrest. The current foam on the backrest and the headrest is about 2" thick. They want all the foam replaced. The upholstered pieces are just are just velcroed to the metal frame. They fit down in recessed areas and just pop out. (Although I didn't actually check how the arms were attached.)

The Problem

The problem that they are having is that some of the clients, at certain positions, start to slide down out of the chairs. One thing that I noticed, which they didn't mention, is that when I sat all the way back in the chair seat, I sat on the hinge (that connected the seat to the back.) The chairs frames are solidly connected to the floor, so the frames can't be brought into my shop.

My Proposal

I suggested that, when replacing the foam, the seat area be contoured so that his clients will sit in the dip (contoured area), which will hold them better in the chair. In addition to that, the side edges of the leg-rest area, and the backrest and head rest, could be raised up a little to help keep the better centered in the chair. I also suggest that we do one first. We'd make a prototype (cut,shape, and glue the foam in place) and then take it out to the dental office to have them sit on it. (Since I'm making a new shape in the foam, I would prefer to have one of the chair frames in my shop so that I could test it out as I shape it, so I can get the right shape, but since the chair frames can't be moved, I'll have to figure out some other way to test the right shape.) When I go out to have them test the shape of the foam, I could take a scrap of vinyl to put over it while they try it out. Their office is located about 2 miles from my office.

The Cover Design

When we determine that the shape of the foam is correct, then I would glue the center part of the vinyl to the foam so the vinyl would be connected to the foam. (I've done this with other doctors exam tables and it has worked great.). I'm also thinking about whether I should eliminate most of the welts (except on the arms) so the vinyl would wrap around better. There would be some seams at the ends, which would be shaped to fit. Any Thoughts? Is My estimate easily understandable? Am I charging enough? Am I leaving anything out? I've thought about writing a cover letter to go with it, but I've put so much work into making this estimate that I'm kind of burned out with it. I'm thinking about making an appointment with the dentist and explaining the estimate to him and his staff.

Best Wishes, Stephen From a message I posted here: Estimating Dental Chairs

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Estimating Methods

We can learn a lot about estimating from the construction business

  • DIFFERENT WAYS TO ESTIMATE: https://hometechonline.com/pce/toppage3.htm
  •  BASIC ESTIMATING TIPS: https://hometechonline.com/pce/toppage2.htm
  • Estimating Checklist: Do This Every Time: https://hometechonline.com/rr/rrarth.htm
  • For conclusion
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Pricing Work
Upholstery Estimates

Email Estimate

 

Sample Email Estimate:

This is not a normal email estimate. Because they were from across the country, I went into more detail. I suppose I could just as well have told her that I don't do mail order, because I doubt that I'll get the job anyway.
 
Hi,
Thanks for your inquiry. It's a delight to hear from someone in South Carolina.
I did not understand your message.
Do You want complete new RV cushions made, including foam and cover?
Do you want just to have new covers made for your existing RV cushions?
Do you realize that you could probably have a local upholsterer make these?
The labor costs for making RV cushions is shown here: RV Cushion Labor. These RV style cushions are made very simply with no welts and very few seams.
 
What type of fabric would you want on them? You can see some of the available fabrics from one of our suppliers, shown here: Charlotte Fabrics.  Go to their fabric pages and then look at the left-side menus to find fabrics sorted by Color, Pattern, and Material (as well as some other menu choices.
 
Other fabric choices are available, such as plain colored 8 to 10 oz ducks, twills and denims, at about $10up per yard.
 
I have went through your sizes below and put the estimated costs and yards below each of your cushion descriptions below
There would be an addition freight charge (yet to be determined) added to the below prices.
 
Althoughbecause of the high cost of foam, we mi
Ordering Info:
If we were to do your job, this is how it would go.
You would pick out your fabric (possibly from Charlotte Fabrics). We would make out a work order and email it to you for your inspection. The additional freight and shipping costs (not included here) would be figured and added to the work order.  If you should decide to proceed, we would need a 1/2 deposit.
Our  normal payment options are cash, check*, money order, cashiers check. We are not set up to take any credit cards.
We could also take PayPal.
Note: We are currently booked out about 1 1/2 to 2+ months before we could start your job. Once we received your order, we would put you on the "Jobs in Progress" list and complete you job when it was your turn.
 
When Job is Complete
When job is complete, choose one of the options below:
(if requested, we could email pictures of your completed job to you.)
Payment and Shipping Options:
1. You mail us a check* (see below), money order, or cashiers check. - OR -
2. You send payment via PayPal.
   In 1 and 2 above, we would ship your order promptly* (see below) as soon as we receive payment
    - OR -
3. We could ship job COD, payable by cash, money order, or cashier's check.
(*If payment is by check, the order would be held up until the check had cleared the bank before the fabric would be ordered. If paying by check when the job is finished, we would notify you of completion of job. Job would be shipped after we receive your check and it has cleared the bank.)
 
 
 
If you have any further questions, feel free to contact us.
 
Best Wishes,
Stephen Winters
 
Winters Sewing
Salem, Oregon
503-375-9266
www.winterssewing.com
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Upholstery Estimates

Pricing Commercial Work

How should you price commerical work, wether it be for restaurants, doctor's offices, hospitals, colleges, etc.?

Pricing

When I price for large jobs, I price each item individually. As  one man shop I am not a factory. I'm not set up as a factory. I do one piece at a time. If their are some parts of the job that you believe that you can do quicker by doing in quantity, you can certainly consider giving a discount for that part of the job, but you are under not obligation to do so. My thought is that in doing commercial work there is a lot more planning and paperwork involved that would offset any savings in time spent. So I rarely give discounts. I just try to figure a reasonable price for the job. Whether you bid for a home or a dental/doctor's office etc. the principle is the same. You bid a price that you can make a reasonable wage at. For commercial work I would bid higher,  partly because there is usually a little or a lot more red tape and paperwork that you have to do.

Get everything approved in writing BEFORE you do anything

The big thing is to NOT NOT NOT do any work for anybody and for any client until you have the details work out and approved by you and by the client. The surest way to get into big trouble is start to do work for a client before you get the details all written up, approved, and payment arrangements agreed to and signed by both parties. Of course, you can do it any way that you like. But my strong suggestion is to NEVER-NEVER-NEVER put out any money on any job until you receive a deposit which will more than cover all the supply costs (and other costs) of the job. If the job is too big to ask for a full deposit, then break the job up into smaller sections, get the full deposit to cover the costs of the small section of the job. Also, explain to the client that in breaking up the job that the fabrics or vinyls used for the job might at some time be discontinued or unavailable. In this case I'd recommend to them that they purchase all the materials (hopefully through you) for the entire job in advance. If they desire, they can keep the materials at their place, and you only take the materials needed for each section of the job at a time.

Scheduling Your Jobs

If you want to keep your main upholstery business alive, I would suggest that you carefully space any large jobs that might come in. If you, for example, take in a job for a large busines, motel, hospital, etc. that would take you some months to complete, think about the affect that it would have on your retail clients. A large job would be better planned for a slower time of year, such as during the first couple of months of the year. In contrast, if the large job manager wants the job done during your busy season, it might be better to pass on the job, unless they are willing to work with your schedule.

Payment Arrangements

As the owner of a business you have the right to ask or insist on any reasonable payment arrangements that work for you. You are under no responsibility to submit to the requests/demands/requirements of any client. My main rule of thumb is that I have to survive financially. I absolutely won't do work for anyone if they insist on paying me 30/60/90 days out. Each upholsterer has their own way of handling payments. I'm mostly 50% down and the balance on completion no matter who I'm doing the work for. That has been my policy for many years. However, that can vary a little if the client has a proven track record and we have a good relationship. For instance, right now I'm doing a job of 99 cushions for the local college. Because the supervisor really wanted us to do the job, so that she wouldn't have to submit the job to a required bid process (of jobs over a certain value) this job is stretching over 4 years (27 cushions per year, divided into 9 cushions per Invoice). AT the beginning I went to the college measured all the cushions, used their dining hall map to layout which cushions went where. Then I did a cutting layout of all 99 cushions. I also made a QuickBooks Estimate detailing all 99 cushions, which is what I use to bill from each time. On the first year they bought the vinyl for all 99 cushions through one of my suppliers, who gave me a commission for selling the vinyl for them. Also, at the beginning of each fiscal year they purchase the foam for the cushions for that year, which they pay for in advance. We are in the third year of the process. On the first year I made out Work Orders for each 9 cushions. They paid a 1/2 deposit on each invoice and paid the balance on completion, along with the deposit on the next set of 9. The second year and following years, by their request, we have changed the billing process. It works better for them to pay for each thing in full, not in a deposit then pay the balance. They still pay for the foam in full in advance (which as normal I sell at about twice my cost). On the labor/supplies part of the job I don't require a deposit but present them with an invoice/work order for the full amount at the completion of each 9 cushions. They send a payment within about 1 1/2 to 2 weeks, which is workable for me. They have proved themselves reliable in promptly paying the invoices so I was willing to change my billing format to what works better for them.

If a client, business, or organization has a proven track record, or if I have other reasons to trust them, I may change my billing process to accommodate what works for them. However, in no case will I put money out in advance to buy anything for their jobs until I have received a deposit to more than cover the cost of materials, etc.

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The Pre-Estimate Inspection

If possible, before you give an estimate for furniture, it would be good if you could see it in person. If that is not possible, then you must ask the client about the condition of her furniture. But if you do ask the client, remember that many clients never really look at their furniture. They just assume that everything is OK. They may not pay any attention to such things as a wobbly frame or springs needing repair.

Assessing the Condition of the Furniture:

The Frame:

Try to wobble all parts of the frame. wiggle the arms side to side, grab ahold of the top of the middle backrest and try to pull it towards the front and then push it toward the back. Try to wiggle all parts of the frame. Listen for squeaks and watch for frame wobble and loose joints. If the frame is wobbly, it can be fixed, but it adds some extra work. To fix loose joints often requires that you take everyting off the frame (fabric, padding, springs, etc. so that the joints can be opened up reglued, make triangle fitted corner blocks and reglued. You will also need to have some woodworking clamps. If you or a helper can do wood joint repairs, then you might be OK. But, if neither you nor anyone else is comfortable with doing the frame repairs, you might want to pass up any sofas that have loose jointed frames.

The Springs

After the frame, the condition of the springs is especially important.

Upholstered furniture generally has one of these types of springs:

Hand-tied coil springs, which are among the best types to have. If tied propery, coils springs give superior support and comfort. Much of the time yoiu can determine is the sofa has hand tied springs by putting your hand under the sofa and pressing up. If you feel a firm spring support underneath at the bottom of the sofa, it may be hand tied springs. A sofa with hand tied spring generally has webbing across the very bottom of the sofa, with the springs pressing down  against the webbing. This gives the bottom of the sofa a firm "full" feeling. When this type of set needs retieing, the bottom often sags down because the webbing stretches as it gets older. Also, the top between the springs will feel loose.

Arc springs (commonly called zig zag springs). If, when you feel the bottom of the sofa, all you feel is

Rubber or elastic webbing .

The Padding

The Cushions

 

First, go to each corner and to themiddle sections and try firmly to wobble the furniture back and forth in every direction.

As we inspect the frame, springs, and support linings, one of the primary principles we keep in mind is, "will it last the life of the new cover?" This will be our guide as we try to determine what to fix and what to leave alone.Check the condition of the frameCheck the frame.

Determining the type and condition of the springs:

 

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Writing Detailed Estimates

 

I give detailed estimates because It helps me justify the price to myself My estimates serve several functions :

  • It is my way of figuring out what I need to do on a job
  • It's a record of the Job Details
  • It's my Job Plan
  • If it's in the computer, I can find it later.
  • It helps me to make sure that I'm charging for everything
  • It tells the client exactly what I'm going to be doing...

My Estimates serve a lot of functions

I admire those who can give estimates off the top of their head, and not have to write everything down. I'm not that talented. If I don't write down what I'm going to be doing, I forget. I give detailed estimates because It helps me justify the price to myself I'm often inclined to price jobs to cheaply. As I think out the details and price out all the components ofs the job, it helps me to verify to myself that I should be charging the price I quoted.

My estimates serve several functions : It is my way of figuring out what I need to do on a job It helps me to think out each part of a job. I think slower than some people, and I need time to think out a job. So I write out all the details on the estimate as I think out the job.

It's a record of the Job Details: It's the main record of the details of any job. Anything that I will need to know about a job will be on the estimate record. I don't really keep any of the other paperwork for jobs.

It's my Job Plan: By looking at the estimate, I can plainly see what I need to do with a job.

If it's in the computer, I can find it later. I've lost estimates and work orders in the past. Since everything is on the estimate/work order, and the work order is in the computer, if I loose my estimate or work order, I can just print out another one, and everything I need to know will be on that.

Make Sure I'm charging enough: I detail each "$2 charge" because it helps me to remember to charge for that $2 item. When I don't charge for all those nitpicky little items, then I usually don't charge for them and I loose money. It helps me to make sure that I'm charging for everything ... that I'm using

My Estimate is my job-plan: When I do the job, I have a detailed work order (my estimate) that tells me just what to do. As I write out the estimate, I'm examining what I need to do, and why. I'm validating my charges to ME. As I write out the estimate, I'm also planning out the job, and what I need to do the job. When I'm estimating something I haven't done before, or am unfamiliar with, I'll write a more detailed estimate to plan out just what all is needed. Yes, I know some people may use a separate details sheet, or may just work it out in their heads, but I put it on my work order.

It tells the client exactly what I'm going to be doing... .....so there will be no misunderstanding. The client won't be coming back and say, "you said it included everything, but you didn't give me....." Everthing is detailed on the work order. If it's not on there, they are not getting it.

My Estimates serve a lot of functions: I put a lot of detail into my estimates because my estimates/work orders serve a lot of functions. Yes, it takes me extra work up front, but it saves the potential of so much misunderstanding down the road. This article was inspired by the responses I received to my question here: Estimating Dental Chairs

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Ways and Reasons to Avoid Freebies

Being in any type of business, you may occassionally get "suggestions" from friends and aquaintances to do free work. When these requests come, it is helpful to think it out in advance and have a ready response waiting. Here are some suggestions.

Ways To Avoid Freebies

  1. Be thick-headed. Always assume that they are requesting to be one of your clients. Just step into your "professional" mindset. Realize that they also make a living at their job/occupation and you are also entitled to get paid for your services. Ask them, "When do you want me give you an estimate?"
  2. When a friend or associate wants something done as a favor, realize that you don't have to take on their request.
  3. If you don't want to do it even as a client, you might tell them, "This will be expensive. Maybe you should buy a new one."
  4. ...... more to follow .....

Reasons To Avoid Freebies

  1. You have a family to support.
  2. You have bills to pay.
  3. The time you spend during work time working on freebies costs you wages and interfers with paying work.
  4. The time you spend after hours working on freebies interfers with your personal life and takes away from your time with family and friends.
  5. .... more to follow ....

 

With all of this said, also realize that you can choose to work for free when you are so inclined.

Anyone wishing to add to these ideas can easily sign in and leave comments below.

The ideas to write this article was partly gathered from these web pages:
Ten ways to decline a request for free tech support
Ten good reasons not to provide free tech support

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Will the cost of upholstery compete with new furniture?

Recently another upholsterer said that it was becoming increasingly harder to convince people that reupholstery was a better option than buying new. This upholsterer was afraid that he would have a hard time charging enough.

I Tried to Compete

Early in my career as an upholsterer I used to try to compete with the price of new furniture. There were times when work was scarce and finances were extremely tight. Often when I would give an estimate, as I was feeling desperate to to get the job, I'd beat myself down in price before I even told the client the price. Then the client would often say, "I'll think about it." We went through some years of pretty tight times. 

I've Learned To Trust

It took me a long time to get the message that there is something bigger than myself that is my provider. I have learned to trust that enough work will come if I'm proactive about seeking new clients, am faithful in doing quality work, treat clients like  I would want to be treated. I no longer try to compete with the cost of new furniture. I try to just focus on what is in my control.

I Engage With The Clients

In this world of high pressure sales tactics many clients run for the hills. While some sales people would frown at my "lack of closing tecniques" I purposely have thrown away any attempts to "make a sale" with the clients. Instead, I treat the clients as I would a friend. While we are discussing their potential upholstery job I also casually ask them about themselves, their families, their hobbiies, their job etc. At the same time I share those some things about myself and my family. We also talk about the good times and the bad times. I don't try to "convince" the client of anything. I just talk to them as friends. 

My "Presentation"

As part of my "presentation" I teach them what they need to know to make an informed decision and get them involved with aspects of what their renew furniture would contain.For Example:

  • I show them the difference between the high quality foam I sell versus the cheap foam. (I put the two pieces of foam on a table side by side and then press my straight fingers repeatedly firmly down into the cheap foam and show them how quickly it breaks down. Then I do the same thing with the high quality foam, which doesn't break down in my test)
  • I talk to them about fabrics. I tell about double rubs and show them the double rubs markings on many fabrics. I also mention that high double rubs are not the only consideration in fabric quality, but it at least is helpful.
  • Based upon them either bringing in their furniture, or bringing or emailing a picture of their furniture, I generally give them a detail estimate with multiple options.
  • Many clients don't have a lot of time, so, if they need to leave I often email them the estimate.
  • If I give them the estimate in person I tell them that they don't have to make up their minds "today". They can go home and think about it. Do what's right for them. I don't get every job, but I get enough to keep me as busy as I want to be. A large percentage decide to proceed.

The Client's Furniture

The jobs I mainly get are from clients who:

  1. Have high quality furniture
  2. Have sentimental pieces
  3. Have antiques
  4. Have furniture that fits a specific purpose. For example, it's just the right size for a corner or a nook, etc. They can't find another piece to fit that space.
  5. Really like their furniture and are delighted that someone can renew it for them.
  6. Want a better selection of fabrics than they can get at the furniture store

I do also get some clients that have regular run-of-the-mill furniture that I wonder why they are having it done. They could probably buy a new piece for less money, but they have me do it anyway.

The Cost of Upholstery

There are a number of people who only want the cheapest price, and we wouldn't get those jobs anyway, so why worry about them. While cost is an important issue, it's not the only thing that is important. A major selling point, as I see it, is that we, the upholsterer, can give the client something that new furniture store can't give them. We can restore their beloved furniture into "Better than new" condition, with a much wider selection of fabrics that is possible with a new furniture store.

Seeking New Clients

Another piece of the puzzle is that for many years we spent about $250 to $300 per month on advertising (a small display in the local phone directory and also in the larger area phone book (which we recently discontinued) , and in two small newspapers)  When you get a lot of calls it is easier to get more jobs. Of the calls we get, I figure that about 1/2 to 3/4 of the people who call us have no idea as to the cost. Some are blown away by the cost. I can imagine their eyes going wide when they hear a price quote. But the remaining 1/4 to 1/2 ask more questions. A lot of those will go a step further. The point is, if you get enough people calling about their furniture, you have a much higher probability of getting more work. If you are proactive in this way, and are able to get more work, you will be less concerned with "competing" with new furniture. 

I realize that I won't get every client that contacts us, and that is OK. We will get enough. Many just want a price to see if it is something that they can even get consider.

Furniture Stores Also Need Clients

Yes, some people will go to the new furniture stores instead of having us do it. That is OK. The employees at those stores need to eat and provide for their families as well. My mindset is that I will get whatever jobs I get and it will be enough. In the event that I even can't make a living at upholstery, if I'm proactive, other doors will open to provide for myself and my family. So why worry about it?

In Conclusion

So, my parting message to you is, do your best to provide quality workmanship, treat your clients well, and be proactive in trying to get clients.
 
 

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Pricing Work

How to Sell an Upholstery Job

Getting The Proper Mindset

The best advice I can give you about how to convince a client to have you do their work is; "DON'T try to convince a client to use you." Clients can sense when you are trying to manipulate them to buy your services. They don't like to be manipulated and that's one of the quickest ways to drive clients away. Instead, remember, they either called you or came to your shop for a reason. They already have their feet at your door. Just be there to answer their questions and help them to discover what the best option is for them, even if it is to go someplace else. Talk to the client as if you were talking to your best friend. Give advice with no strings attached. When you are genuine and real with the clients and they sense that you are not trying to sell them anything they will often let down their guard and genuinely engage with you. Sometimes that discussion will go in ways that you don't expect or can't control. But  your willingness to just be open and real, and give advice like a friend would give advice, will earn you the respect of the client, even if they decide to do something else. Start every interaction with every client with this mindset and never leave it. With that in mind, let's look at how to prepare for offering your services to clients.

 

Preparation

 

Sample books

foam sample

Set up your bookkeeping

calendar, job schedule

Fabric stores

estimate forms

work orders

Give them all the time they need. Tell them that they don't have to make a decision today.

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Keeping Organized

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Keeping a Business Journal

As an upholstery business owner, have you ever forgotten what you had told someone about a job, what you need for a job, to order, etc.. Over the years I have forgotten many things that would have been very helpful to remember. In recent years I have learned to take many more notes about jobs, payments, and the like. However, even so, sometimes my notes are scattered all over the place. I haven't had one central place to keep track of all the notes that are useful in running a business.

Recently I installed a Wordpress website and set it up to be a private site (so no one can see my posts except me) with all the features that I thought approriate. I've set it up so that I can just cut and paste pictures into the text box, I can attach documents to the posts.

Generally, the best time to write out the details of a job is either during or immediately after talking with the client. This is when the details of the job are the clearest. If you wait until even later in the day much of what you remember will fade away.

In addition, many jobs need to be planned out, putting together all the many details to get the job to come together successfully. For example, what special instructions did the client give you for the job? What speciall supplies might be needed, and where will you get them. Do you have any questions about the job that you need to ask the client or that you need to research? Write those in your journal so that you can refer back to them later.

As a side note, I also use the Notes and memo features in Quickbooks for jotting down information about Customers, transactions, and whatever else.

I've had the Wordpress site setup for a month or two now and have found it very useful for keeping track of anything that i need to remember. For the past couple of months I have been working with a local college to upholster 40 chairs. Since part of the job includes having a logo printed on the vinyl, I've been doing research to find a source for the printing and getting prices and samples printed. This has involved a lot of phone calls, texts, and emails in searching all of this out and getting the process going.

As I've worked through the countless details and finding information for this job, for most of the process I have been keeping notes and what I said, what was said to me, who I talked to, etc .

One of the great benefits of writing it all out is that it helps to clarify all the details of any job. If, later on, you forget something, you can easily refer to your notes.

Takes Too Much Time? My dad was a really hard worker and he worked very fast. Even so, he went broke a number of times as I grew up. He wasn't one to do much planning or keeping track of details. His motto seemed to me, "Work hard, work fast!" Because of his attitude of not "wasting his time in planning, taking notes, or other general record keeping, we suffered greatly. He was frequently running off (and taking us with him) from the consequence of his actions.

Yes, taking notes takes time, more time that you probably want to give it. However, it can help give you focus and keep you on track to better fulfil your objectives

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Purchasing An Upholstery Business

It may seem like a wonderful thing to purchase a (seemingly) successful and well established upholstery business. For the right person, with the right set of conditions, this could be a good thing. OR, it could be a disaster.

If you are a Professional Upholsterer

If you already are a professional upholsterer, it is in some ways easier to take over a running business. But there is a lot more to running a business than just doing the upholstery work.

If You Have No Knowledge of the Trade

If you have little or no knowledge or skill in the trade I would be VERY cautious about purchasing a BUSY upholstery business. STOP.  Think about this a LOT before you just jump in. In fact, I would probably recommend against a person with no knowledge or experience in the upholstery trade to purchase a running upholstery shop, except in extremely special cases. (and you probably are not that special case.)

Do a Self-Accessment

While in some ways, upholstery may seem pretty simple. And to be sure, some people can pick the basics up pretty quickly (meaning at least several months of working full time at it). Other people can take a long time. In either case it will take you at least a year of full time work (if you really apply yourself) before you begin to aquire some proficiency. And it will take a number of years to get really good at it. (This will vary from person to person) The first thing to look at is YOU. What type of background and experiences have you had, and in what fields. For example, have you been doing office or sales type work, which requires very little production skills. Or have you been working with your hands (i.e. carpentry, wood working, mechanic, etc.) (as a hobby or for work). Upholstery is a skill that includes a lot of handwork. In addition, upholstery is a skill that requires of a lot of finesse, discernment, problem solving, creativity, etc.

Take Time, Don't Rush Into Making a Decision

If you have no upholstery skills, you would be putting a LOT LOT LOT of pressure upon yourself, trying to learn how to manage a business, looking after the bookkeeping, keeping the clients happy, all while trying to QUICKLY learn the trade. If the upholstery business is a large operation, how many upholsterers are working for the shop? Would you have to manage employees as well? What would this involve.

Do you have any experience managing a business?

Do you have any knowledge or training in business management?

Have you ever mannaged a successful business in the past?

Your Financial Situation

Do you have a substantial amount of money in the bank to make the purchase and have a sizable balance left over?

Do you have an accountant that guides you through your decisions?

Access the Business

......

Get Professional Advice

BEFORE you sign anything or agree to anything, I would seriously suggest you get some professional advice. (Accountant, Lawyer, Small Business Administration SCORE

Also, have his books check by an accountant to check the financial health of the business.

Make Out a Business Plan

The thought of buy a "successful" business can seem exciting and exhilerating. Our optimism can get in high gear with all the dreams of us being a super success.Putting together a business plan helps you put aside the often unrealistic dreams and to put the facts together to help you decide if purchasing the business is a good idea. Don't skip this step.

Also, be sure to read these articles:

Planning for Purchasing a Business

SBA: Buying Existing Businesses

Find Out If You Like Upholstery - Try It Out!

AND while you are trying to figure out whether or not you want to purchase this business, and BEFORE you become committed, do a trial run of doing some upholstery projects (Yes, you'll make a mess at first, but that is OK.) If you spend a few hundred dollars buying some tools, fabric, supplies, setting up to do a few pieces, it might save you many thousands of dollars and years of grief if you find that you don't like to do upholstery.

Also read this page: Getting Started in Upholstery, and all the child pages connected to it. On these pages there are links to places to get videos and the like. Also, there are many upholstery videos and Youtube.

The important thing is, before you spend your money, do a thorough test of actually doing it to see if you like it.

If all this sounds good to you, then proceed with the test:

1. Set Up Some Space

Many people, including myself, just work in the garage. Just clear out some space large enought to set up a table and a couple of sawhorse to set up any furniture on.

2. Set Up a Table

Cutting tables are generally 60" wide by 10 to 20 feet long. But, to start with with you can just use a sheet of 5/8" or thicker plywood laid across a couple of additional sawhorses. That will make a temporary table.

3. Get Tools

Get together some basic upholstery hand tools. (You may already have some of the  basic tools. The owner of the business might let you bring in a couple of small sample projects to work on. Just ask him. If he says no, then work at home.)

4. Get Furniture

Then find or buy some very simple pieces (dining room chair seats are idea because they are small and simple PLUS you get to do the same thing over and over again, which helps your skill. OR you can find some small chairs, etc.)  to upholster (find some old furniture at a garage sale, estate sale, second hand store, Craigslist, etc.)

5. Get Fabric

 Then buy some real cheap upholstery fabric, it doesn't matter what color it is. It's just for practicing with.

6. Do the work

Look through the How To's for articles to help you.

For Example, you can read through the How To Reupholster a Sofa for some ideas.

Remember, during this test, this may be your very first piece of furniture. It WILL turn out very SLOPPY. Expect that, do the best you can, and have fun. Don't be too hard on yourself, just keep pressing on. You'll get better with more practice.

7. Dispose of It?

The first piece of furniture won't turn our very good. If you continue in upholstery you won't want to keep it around. (but be sure to take some pictures of it as a reminder someday to show you have far you have come) So you may want to donate it to a the Salvation army or some other place.

8. Examine Yourself

As you are doing the work and afterwords, ask yourself if you liked or disliked what you were doing. Do you want to do this for many years to come?

 

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Taking An Upholstery Job In

Making out an estimate

Writing up a Work Order

Ordering Materials

  1. Ordering the Fabric
  2. Order matching thread
  3. Order any foam or other supplies

Using a Calendar

Your Job Schedule

 

When the Fabric Arrives from the Fabric company

  1. Check the fabric in
  2. Put client's name or Job Name on the fabric
  3. Check fabric against the fabric in the sample book to verify
    1. Pattern and Color is the same as what client ordered: Read color and pattern names on both fabric sample and on
    2. Color dye lot is the close: hold fabric on roll against the color swatch in the sample book.
  4. Roll out fabric:
    1. measure to verify you receive the amount you ordered
    2. Watch carefully for flaws, color variations, crushing of the pile (of velvets)
    3. Put the fabric back in it's protective wrapping, or wrap it in new plastic.
  5. Put roll of fabric away on the shelf

Starting the Job

  1. Check the Fabric
    1. Roll out the fabric, determine useable length.
    2. Measure usable width.
    3. Check for flaws. Make drawing of where flaws are in fabric, take measurements
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Getting Deposits on Jobs

In this article I want to talk about getting deposits, to tell what I do.

   I usually ask for about 50% of the job, enough to cover the fabrics and any supplies. If the labor is a lot more than the fabric I might not ask for quite half, sometimes it may be closer to a third. I usually add up the retail price of any fabrics and other supplies, such as new foam for the cushions, and then round that amount off, perhaps to the nearest $50 or or hundred dollars.

    However,  if they have their own fabric, and if there an no other special supplies being used, I may not ask for a deposit, or may must ask for a minimal. I figure that them supplying their own fabric is kind of a deposit (money that they've already paid out for the job.

    I see the deposit as a kind of guarantee (not exactly the right word) or a commitment from the client that they will come back. In years past, when I was working with my dad, we sometimes had people come into our shop, write up the order (no deposit was taken) and then when the job was finished, and we tried to contact them, we never heard back from them. we were stuck with the furniture. We usually wouldn't be able to sell the piece for what the client was going to pay.

    If we take a deposit up front, then the client is more likely to come back and pay the rest, and, if the client doesn't come back to get the furniture (which rarely happens when we take a deposit) we don't loose as much money on the job trying to sell it for costs.

    Another practice that we use, is that we don't deposit or cash the client's check until we have confirmed that the fabric is indeed in stock and is shipping. If the fabric is back ordered, we contact the client and tell them the status of the fabric before we order it. If the client is willing to wait, then we cash the check and order the fabric. Another thing to consider is that when a client's fabric is back ordered, there really is no certainty that we actually will ever get it. Although it doesn't happen too often, sometimes it may take two to three times as long, or longer, to actually get the fabric. If the wholesale supplier doesn't have the fabric in stock, there is no guarantee as to when and if you will get the fabric.

     I don't spend any money of the client's until the fabric is a certainty, that we have it in hand, or have it ordered and know it is actually coming.

     Whenever there is a problem or a delay with the client's fabric or supplies, we hold off spending the client's deposit. It's not ours to spend until all the pieces of the order come together.

     We keep all of our records in QuickBooks (an accounting software). I create my estimates and work orders in it, as well as the purchase orders, checking account, etc. Whenever there is all, or a portion, of the client's money that we can't spend, We have set up, what we call, a "holding account"  that we hold the client's deposit into until the proper time.

    For example, when a client pays for the whole job in advance, I don't want to spend all of their money before I even do the work. So, when  client pays in advance, and we have confirmed stock on all the fabric, we deposit the whole about into our bank account. Then I enter about 60% (more or less) of that amount into the "holding account" (with the client's name attached to it) in the bank register in QuickBooks. This way it is very much like just receiving the deposit at the beginning, and then, when the job is finished, we take the money out of the holding account. It's like getting paid for the balance of the job when it is finished. If there is a problem with the client's order or fabric, and we do, or did, deposit the client's check into the bank, we'll put the whole amount into the "holding account" until the problem gets cleared up. We figure that the money is not ours to spend until any job or fabric issues are resolved.

    In the past, I use to decline accepting full payment on a job at the beginning. If we did that, we'd more likely spend all the money before I even did the job, and then I'd have to do that job knowing that I wouldn't get any money when the job was done. Getting paid the balance at the end is a good motivation to get any job finished. Having money in that holding account is both a guarantee that we will get paid (because we have already been paid) and a reminder not to spend the money before the job is finished.

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deposits
Work Orders

Planning Each Upholstery Job

 

Planning out a job before you do it can make a lot of difference whether you make any money on the job, or if you have enough fabric

On Overview of the Planning Process

During the process of taking in and doing each job, there are a number of stages of planning. There is an initial over preplanning that one does at the beginning. Then, there are more focused planning that takes place at each step. When an upholsterer is first beginning in the trade he may not know about planning, or may... Planning at all the various stages helps to minimize errors and helps to do a better job. For a beginning upholsterer this planning may need to be more involved and on paper. For a professional upholsterer, many of these planning steps are almost automatic and may only require thinking out each step in advance.

Scheduling Calendar

A Scheduling Calendar will help you keep track of your jobs

Cutting Layouts

Doing a cutting layout will often determine whether or not you will have enough fabric to finish the job. See more about cutting layouts here.

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planning
organizing

Rush Jobs

A Rush Order

 Learning to work with clients is an ongoing process for me. Sometimes it takes me a while before I figure out what works best for me.

A Rush Moving Job

    Yesterday I had a client who was going move this weekend. She was calling us because, as they were moving their sofa, she wanted to drop it off at our place, have it repaired, and then take it to the new play. She  wants to drop it off on Saturday, the day that they will be moving. I told her I’d call her back. I was feeling pressured because I have a lot of other work booked ahead of her. I suppose I could do it for her, but it would interfere with my other work. After thinking about it, and especially after talking it over with Emmy, I decided to give them an option. I told them that I was booked out about a month to a month and a half right now. I told her that the cost would be somewhere from $100 to $200. And, If she wants it quick, there would be a $75 rush-fee, because I’d have to move aside my other work, etc. She said that she hadn’t even thought that I would have other work in the shop that she would be interfering with, and she was very understanding. She then said that we could just put her on our schedule. I told her that I would need a signed work order  before I could put her on the schedule, and she was OK with that. I have no idea if I’ll actually get the job, but I emailed the Work Order to her and am waiting for her to mail it back.

Client: I'll Just Drop it Off

    I think that the point of this story is really for me. I tend to feel pressured if I’m not prepared to answer a potential client’s question. In this instance the client wanted to just drop off her sofa this Saturday while she was moving. In her mind it made sense. As long as she had the truck and was moving the sofa, she would just drop it off at my shop on the way to the new place. (She hadn’t even thought that I would be in the midst of other stuff, or that I would have a backlog of work.)

Clarifying My Response

    Part of my problem is that I like to be able to accommodate people. My instant inner-response is to want to say, “Sure, I can do it for you.” (But when I say that, I often don’t’ think about all the other jobs that I also said that too, and that are already on my list.) But one thing that has been really helping me is that I’m learning to say, “Let me call you back.” This gives me time to look at my work flow chart, explain the situation to my wife (She’s really good and giving me realistic feedback.). I can also think about how I’d be in the middle of a job, and would have to set the job aside neatly, organize it so that I can remember where I left off, etc. I might also have to put in extra hours to not get to far behind.
    This extra time helps me to get mentally prepared, to think out my other responsibilities, before I talk with the client. This time of preparing myself really helps me to talk calmly and honestly with the client(s).
    Too many times, when I give "instant" answers, I live to regret it. I speak from the emotion of the moment (of wanting to help (or to be the "hero" )) and not taking time to look at the bigger picture.

A Rush Fee

   Another part of this equation for me was the rush fee. I’ve seldom, if ever, charged a rush fee. My “instant response” is to NOT want to charge a rush fee. (It feels like I’m taking advantage of the customer’s situation). However, taking time to think out the situation, and the extra work that it would cause me to put aside my work,, etc. I was then able to justify (to myself) that, yes, I would need a rush fee to do this job by her timeline.

Having (and Using) Faith

    Part of the issue, for me, is having (and using) a little faith. The fear inside me says “If I don’t accept the job under her terms, I won’t get the job. (The unspoken, and often unthought, implication is that, “If I don’t get this job, I’ll run out of work, and I won’t have enough money … and  ... on and on and on.) But faith comes in to say, “God is my provider. He will provide for my needs. Yes, I’d like to take care of her needs, but I have other responsibilities as well. If I take in her job and get it right back to her, I’m not being responsible to my other clients. My other clients also have needs, and I have a duty to them as well. So faith says, be honest with the new client about where I’m at and what I can and will do. If she needs something more immediate, she has other options; other upholsters, buy another sofa, etc. (and no, I won’t go hungry if I don’t get the job.)

Taking Time Before Answering

   So, the conclusion of this matter is that, when needed or appropriate, I’m learning to take time to think before I give answers to my clients.

At Least Three Issues

Evaluation of Costs

Shop costs
Extra work involved in organizing and straightening up.
Effects on other jobs
Effects on family life

Considerations

Affect on shops reputation: It would not be wise to charge an outlandishing charge just to get rid of the client or to "put the client in her place". Everything that we do will ultimately be part of our reputation and how client's percieve us.

Our Responsibililty to the Clients: We have a responsibility to treat our clients politely and fairly. Sometimes we just won't be able to meet their needs, or .... but ultimately, we are obligated, as part of a responsible society, to do what we can to be kind and courteous the the client, even if we can't do anything else for them.

Being Fully convinced in one's own mind

What's reasonable. What's fair to the our shop and also fair to the client. This would be based partly on the Evaluation of Costs, Partly on the tempermate of the shopowner,
Base partly on knowledge.
Write out a paragraph or an article about why you charge a Rush Fee. (this is as much to convince myself as it is to explain it to the client.)
What is a Rush Fee. Besides explain why I charge a Rush Fee, explain what a Rush Fee is and and what it covers.

Establishing a Policy.

Putting the Rush Fee charges on the posted hourly rates signs
Possibly putting it on your advertising flyers.

Research Presedence

What do other shops charge?
What is common in the trade?
Look it up on the Internet. See what other trades and businesses charge.

The most recent version of this can be found here.

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Upholstery Job Process

What are the steps that a professional upholsterer should go through to make sure that the job runs smoothly through the shop? These would probably vary widely from shop to shop. Below is a list that I am making for my own use to help me keep organized. Perhaps it may give you some ideas about how to organize your own process.

Supplies & Items Needed

Making out an estimate

To save time and frustration for both us and the potential client that we sometimes start by giving a rough phone quote.

If the client is acceptable to our rough phone quote or rough estimate then we give a full detailed estimate to the client (and keep a copy.) For more information,see Giving Detailed Estimates.

Choosing fabric

Clients can choose fabric from the samples in our store or from the fabric samples linked to our website. If a client chooses a fabric from the website we will either recommend that the client order a swatch or the fabric, or we will order it for them. We will not order the fabric for them until after they have seen an actual sample of the fabric.

After client chooses a fabric, call the wholesale fabric company and check the current retail price and check current stock. (Some fabric supplies will allow you to log into their website and check the current price and how many yards they have in stock) If possible, do that immediately while the client is still in your shop. If you are doing an in-home estimate, call the fabric supplier to check stock and price while you are still in the client's home. If that isn't possible, do it promptly that day or the following day.

 

Using Customer's Own Fabric

If a client wants to purchase their own fabric I strongly recommend that they first let us give them an estimate, which shows both the total cost using our fabric and using their fabric. Our estimate form automatically figures into the price a COM fee of $15 per yard. On this page is a sample of our estimate form, which gives various price options. From that page, click on the estimate form, then click again to enlarge it. You will notice that the price for C.O.M. fabric is at the bottom of the form. On the estimate I also have a link to our COM page where it explains the COM fee.

Some clients like to purchase their own fabric for a variety of reasons. One of the reasons is that they want to buy the fabric at a lower price than you sell it for. As you know, part of the money that we upholsterers make on any job is the profit on selling the fabric. In recent years I have been charging a $15 per yard COM fee, which is automatically put into my estimates. (If you look closely at the bottom of the estimate form you can see how I include the COM fee. (Click on the form and it will enlarge.)

Writing up a Work Order

There are several ways to write up a Work Order.
On Paper

If you hand write your work orders I recommend having a preprinted work order that has places for all the standard charges as well as all the possible extra charges. this will remind you to add those extra charges that you would normally forget. At the right you can see an example of one that I created some years ago .Click on the picture at the left to see a pop-u[ window with a larger view of the paper Work Order

In Recent years I have been using the invoice function of QuickBooks to create my work orders. I very seldom use the preprinted paper work orders any more. You can see an example of my QuickBooks work order at the right. Click on the picture to see a pop-up window with a much larger view of it.

Disclaimers

Besides having a place to write the prices, the work order form should a description of your standard services and practices as well as also have all of your disclaimers and limitations. ....

 

Sending Out Work Orders

In the busy day and age most of client's don't want to hang around while I write up the work order. So I offer to email the Work Order to them, and most of them jump at the chance rather than waiting around for me to finish it.

Once I have the Work Order finished, I email it out with these instructions:

I've created the Work Order and have attached it to this email as a pdf file.
  1. Please look it over and make sure everything is as you wanted it.
  2. Also, check the fabric sample below and verify that is the correct fabric.
  3. If everything is OK, and to proceed, then you would print out two copies of the Work Order,
  4. sign one copy and, 
  5. return it to us with a 1/2 deposit. 
   Once we receive the Work Order and deposit we will put your furniture on the Work Schedule to start after we have worked through all the jobs in front of your job. (We are booked out quite a few months). We will also order any orderable materials that might be listed on your Work Order. 
 
   When we have all your materials in our shop and when we are ready for your furniture we will notify you.   Looking forward to working with you. Feel free call or email us if you have any questions.
Much of the time I also go to othe fabric company website and find the fabric, copy a picture of the fabric which also shows the Pattern and color name. I paste that into the above email before I send it out.

Ordering Materials

Keep a running list of the supplies needed. Add new items to the list as we think of them.

  1. Ordering the Fabric
    1. Once the client has chosen a fabric, if they chose a fabric from one of our sample books.
      1. Write client's name, fabric pattern & color name, and date attached to the fabric
      2. Put fabric samples aside in a chosen place until the fabric comes in.
    2. Always make out a purchase order, which includes the wholesale prices.
      1. While the client is at your shop OR while you are at the client's home, call the upholstery supplier to check stock and check the current retail prices. (Your wholesale cost ist generally 1/2 of the retail price. Sometimes the supeplier will give you the wholesale price. make sure you clarify with them whether they are giving you the retail or wholesale price.
      2. Sometimes the wholesale supplier may make a mistake on the price list or the web page , which you probably wouldn't  catch if you didn't have the price on the Purchase Order.
      3. The Purchase Order also will remind you of what you ordered.
      4. Quickbooks has Purchase Orders built into it, which is what we use. If you do not have Quickboods or another software, buy a pad of purchase orders from an office  supply store.
    3. Keep the ordered fabric sample in a safe place until the fabric comes it. That will make it much easier to check the fabric against the sample when it arrives.
  2. Order matching thread
    1. Once the client has chosen her fabric, use a thread color chart to match the chosen fabric.
    2. Check to see if we have enough of that thread.
    3. If not, put the thread on the supplies order sheet.
  3. Order any foam or other supplies

Using a Calendar

Our Job Schedule

 

When the Fabric Arrives from the Fabric company

  1. Check the fabric in
  2. Check fabric against the fabric in the sample book to verify
    1. Pattern and Color is the same as what the client ordered: Compare the color and pattern names on both fabric sample and on client's work order.
    2. Color dye lot is close: hold fabric on roll against the color swatch in the sample book.
  3. Roll out fabric:
    1. Measure the fabric to verify that you received the amount you ordered
    2. Watch carefully for flaws, color variations, crushing of the pile (of velvets)
      1. If you see any flaws, put a marker (ribbon, tape, yarn) on the selvage edge of the fabric that can  be easily seen.
      2. Measure how far up and how far from the edge each flaw is located. Put this info with your job notes.
    3. Write a note about the date you verified the fabric.
    4. If the fabric is unacceptable for any reason, contact the supplier immediately to start the process of returning the fabric.
  4. Put client's name or Job Name on the fabric
  5. Put the fabric back in it's protective wrapping, or wrap it in new plastic.
  6. Write a dated note on the back of the work order or on job notes or in the computer that you checked in the fabric and the results.
  7. Put roll of fabric away on the shelf, under the table, etc. However, if the fabric is a velvet or other  pile fabric, do not put it on a self. Rather hang the fabric using a rod or pipe through the carboard tube so that it is hanging freely, not laying on its pile. (Putting velvet in a sack with other fabrics, or just laying it on a shelf by itself for long periods of tme can cause damage to the pile.)

Starting the Job

  1. Check the Fabric
    1. Read your previous notes about the fabric.
    2. If you have not previously checked the fabric, roll out the fabric and inspect it now.
    3. determine useable length and width.
    4. Check for flaws. Make drawing of where flaws are in fabric, take measurements

 

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Working long hours to get a job finished

I just read a message by another workshop that had work long hours to get their job done on time. I've also done the over nighters. A few years ago (I was doing more wholesale work for decorators), when I was silly enough to try to get work from the largest interior decorating shop in town, I agreed to do a drapery job for them (for which I didn't have the correct equipment, or the table space needed). Their other workshop hadn't gotten it done for them, and the decorating shop was in a pinch. So, I took in the job.

   I found that, by not having the right equipment or space, it took me a long time to do each step. In order to meet the deadline I worked straight through one day and night and through another night with, at most, a couple hours sleep. I think that I made the deadline, but it was also my deadline, meaning, I was dead (tired that is). When I did the math, I think I made something like $1 to $2 per hour. (if I had gotten paid, don't remember if I did or not.)

 Afterwards I found out that this decorating shop was having financial problems and ended up going broke, owing me about $700 and owing others a lot of money.

I think that was a good learning experience for me. I also have stopped doing "heroics" after that as well. I rarely promise any crushing deadlines on me. If they want it sooner than I can have it, I refer them to another shop (that I've seen the work of) At this point in life, I rarely give people exact dates. If I'm booked out a couple months, I usually say that I'll have it done in about 2 or 3 months. Although, right now work is slow. I find that at times I'm booked out 2-3 months, and other times work is slow. Feast or famine.

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What Do You Do When Work Is Slow?

Are you desperate for work? Has it been real slow? Are the bills mounting up?

It's hard to think about what to do differently when things look bleak. But sometimes lack of work is a wakeup call, some things may need to be changed or reevaluated. It might be time to get back to the basics. Here are some suggestions. They may seem simplistic, but they are key to having the clients trust you enough to do their work for them.

  1. Don't Wait Until Your Work is Slow. Many upholsterers don't bother to do much advertising or other business promotion. They think that "word of mouth" is the best form of advertising (and it is). I've never seen that word of mouth alone continues to pay the bills over the long term. To minimize downtime I'd suggest that you continually promote your business by advertising continuously.
  2. DON'T take in work out of desperation. Working cheap and doing jobs that cost you money to do will only hurt you in the long run. If you can't make enough from a job to pay the expenses, don't do the job.
  3. Be open and honest in all your dealings and work with the client.
  4. Do Quality Work, no matter what. This may seem a little out of place, but it's high on the list. One thing that brings clients back is having their furniture well done.
    1. Get the advice and training that you need to do quality work.
    2. Take the time to do the job correctly.
    3. Only use quality materials.
  5. Put the Client first. Along with doing quality work, if the client senses that you have their best interest at heart, she will be more likely to check you out. If, however, you are desperate for work, it's very easy to "try to make a sale". This can drive the clients away.
  6. Promote Your Business: go after work:
    1. Contact interior decorators/designers
    2. Contact furniture stores and offer to do repair work for them
    3. Broaden the type of work that you do
    4. Advertise your business. Be sure to write some Good Ads for your business. 
      1. It is also a good idea to advertise in the yellow pages.
      2. Advertise in any reliable small newspapers in your area. Take the time to make a display ad, which goes in the main parts of the paper.
      3. Make a good sign for your business. (Check with the governing authorities about what you are allowed to do.)
  7. Use your Free time wisely:
    1. Write some brochures or flyers for your business.
    2. Put up a website, or improve your existing website
    3. Walk the neighborhoods delivering your flyers. (Be sure to check with the city about the legality of house to house delivery of flyers.)
    4. Clean and organize your shop. In recent years I have had less and less dead time, so I value whenever I don't have work so that I can have time to clean my shop.
  8. What other skills do you have? Perhaps you can get a part time or full time job in another field until you get your business back on it's feet.
    1. Get an evening job delivering pizzas.
  9. Trust that work will come or that your needs will be provided.
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Tags: 
marketing
Customer Relations

Wholesale Work

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Working With Designers

This article is directed toward those upholsterers who are independent contractors, who have their own shop.

What is it like, the pros and the cons, to do work for Interior Decorators and Designers?
After doing upholstery, and a little bit of drapery work, for retail clients for over 25 years, I did work almost exclusively for Interior Designers for about 5 or 6 years. During this time I made all types of swags, valances, shades, cornices and custom created window coverings, as well as doing some upholstery. For the last 6 or 8 years, I have primarily done upholstery and slipcover work for mainly direct retail clients, although I still done a limited amount of decorator work. So I have written this from my experiences with decorators and from what I have learned from other upholsterers.

 

Benefits

Some of the benefits of doing work for Designers are:

  • Very little advertising expense.
  • Potentially lower shop costs. No need to have a store front, or to have a fancy shop to impress clients.
  • Build relationships with repeat clients (the designer)
  • Life can be pretty simple. You only have to do the work. The Designer takes the orders and does all the work of figuring out what the client wants.
  • Potential for a lot of continued work.
  • It can be quick and easy to get started doing work for decorators (assuming you do good quality work, and you find a Designer who needs another upholsterer).
  • Almost instant work, you don't have to do a lot of advertising to slowly build your work. You are getting work from the decorator's reputation.
  • Once you've established a relationship with a designer, you don't have to "re-think" every job. You will know what the designer likes (e.g. should chair be pattern match or should the dominant bouquet be balanced throughout the chair?). You will also know if this designer gets high end clients, or cheapstakes, or in between, and you can plan your work accordingly as well as order bulk supplies accordingly. ( by Agnes(Ann-Yes))
  • You don't have to spend time choosing fabrics, trims, etc. Although some charge designers a trade rate, aka wholesale, you only have to concentrate on the part of the business that actually makes money. By design, my trade discount to designers is the same as my upcharge for COM... clever, huh ? ( by Agnes(Ann-Yes))
  • You don't have to worry about trying to continually find new clients. Your clients (the designers) keep bringing you work over and over again. (As long as you keep them happy.

​

Drawbacks

Drawbacks (negatives) of doing work for Designers.

  • Constant conflicts in schedules. You are working by numerous schedules, yours and theirs.
  • They usually want quick turn around, irregardless of how swamped you may be.
  • They often want nearly exact completion dates.
  • You often have to adjust your schedule (work like crazy) to fit your work into their schedules. Designers are often coordinating a lot of decorating projects to be completed at specific times. They want the work you do for them to be finished to coincide with projects from other workrooms, so that it can all be delivered and installed at the same time.
  • Your direct retail clients may get unhappy, because it takes longer to get their work done. (To keep the Designer's work, you may often have to push your own clients back to get the Designer's work done by their completion dates.)
  • They often want to pay less than retail clients (they want your "wholesale" rate.)
  • You are not building your reputation or your business, but you are building the designers' reputation.
  • The Designer is the one who builds her reputation from your work. I even had one designer who wanted me to put her labels on my work.
  • No matter how much work you do for the designer, or how good of a job you do, it is the Designer who gets all the credit (and future clients) from your work.
  • If your designer gets unhappy with your work, or finds a better deal with another upholsterer, you can loose your income and can loose your future work. 
  • It is the designer who is building up a backlog of customers built upon your work. If the designer decides to stop sending your work all the backlog of work is gone, because it belongs to the designer.
  • The Designer has a big leverage over you, since they are your primary source of income.
  • The designer usually provides the fabric, trims, etc. and makes that profit. ( by Agnes(Ann-Yes))
  • If you only work for designers, you are working from a smaller "pool" or market. This is a risk and anyone considering catering to designers should be sure to cater to several. I know of a few workrooms who only had one designer, and when that went sour, after many happy years, the workroom was in big trouble. Do not put all your eggs in one basket! ( by Agnes(Ann-Yes))
  • If most of your work comes from only one or two designers
    • You may find it hard to tell them that they can't have it by their chosen dates.
    • You may be so afraid to loose them as clients that you'll accept unreasonable demands or time deadlines.
  • You may be afraid to say or do anything that will upset them. You won't want to loose your only or a primary source of income.  

 

Suggestions

If you want to do work for Designer, here are a few suggestions to make your life easier.

Create Your Policy
Create a policy & guideline for working with designer/decorators
This is an ongoing work and you may need to revise is a number of times.
Look at what others have done to get ideas
Don't copy anyone's document unless you have written permission.
Here is an example of what I have written: Policy for Working With Designers . 
Put it on your website and/or give a copy to any Designers who want you to do their work. 

Interacting with the designers.

Remember, the designers are your clients, not your boss.
Use at least several Designers to supply your work.
Don't let any one Designer supply you with most of your work. I would suggest that you keep any one source of your income less than 20% to 25%.
The designer may come to you with a set of specifications and instructions. it is up to you to carefully consider her requests and then determine whether or not you will do that. If she is asking something unreasonable, tell her what you can or will do instead. Make sure that her specs and instructions are updated to specify what you can or will do.

Your Attitutude

You can't control the designer's attitude, but you can control your attitude. If you can't, then you shouldn't be in business.

Keep a good attitude at all times.

Proceedure and Paperwork

Many of the potential problems of dealing with decorators and designers can be minimized by using your prewritten forms that include all of your special instructions, notifications, and disclaimers.
Insist that all order from decorators and designers are written on your forms.
On these forms you could have your policies, methods, and disclaimers written out. Those forms should be carefully written to try to cover all the tricky situations.
Treat the designer just like a customer. meaning, don't shortcut any of the process. Make sure that all the instructions are clearly and fully written out.
Be Specific: Don't assume anything. Make sure that all the details are clearly written out to your understanding.

Workmanship

Do High Quality work. The clients of the decorators are paying a lot, and they expect quality.
Remember, you are the one doing the work. You are the one who is responsible for how it turns out.
Any instructions given to you by the decorator or the client must be approved by you. You can say "no", 

Determining The Price

Make sure you charge enough; Charge your full rate for COM material. Don't work cheap.
Don't ask her how much she will pay. Instead tell her how much you will charge.
If she want's a cheaper price, then, if posssible to still do a good job, simplify the style and find a less expensive way to do the furniture. For example, tell her that you can do it without the skirt, or without the channels, or without the tufting, etc.
Get the price of each job settled up front. To do this you can:
  • When you first start doing work for decorators, Depending on your situation and how you price work for the clients, you might think about making out a detailed price list that you give to the decorators. (If you do give such a price list, I'd recommend that you put all prices as a price range, ending with "& up. For example, Labor for tailor skirt for sofa, $135 to $200 & up). The designers can use this in giving the client a rough estimate as to cost.
  • Have the decorator take pictures of the furniture and email it to you.
  • Go out to the client's home to see the furniture before writing up the final work order.
If, while doing a job, you find an unexpected extra cost item, call the decorator and get the extra cost approved before proceeding.

The Fabric

State that all prices are based upon using fabric
That cost no more than $XX per yard. (You decide on that price.)
Fabric that costs over that price will be charged an additional $XX per yard
Very light or very plain fabric should also have a surcharge of $XX per yard.
Charge more if you are working with more expensive fabric. Your risk is my higher. What if you make a mistake or it gets damaged and you have to buy more.

Your Schedule

Keep some kind of reasonably accurate work schedule, and keep it regularly updated.
Don't let any designer push you into committing to more that you can reasonably do.
Intentionally put holes in your schedule. Here are some suggestions:
One type of scheduling hole is for those unexpected rush jobs that come from important clients
The second type of hole is for those quick tiny jobs that need it right away or that you don't want to push to the end of the schedule.
The third type of hole is one that you don't fill with anything. It is for catching up, especially when you are behind. This type of scheduling hole is meant to give you a little breathing room.
Never give a Designer a completion date the moment she asks. Always tell her that you will call her back with the estimated completion date. This will give you time to look at what other work also has to be done.

Types of Schedules

The type of schedule you use  with a client may greatly depend upon  your ration of designer work versus direct customer work. It also depends upon how consistence the designers are in bringing you work.
Here are suggestions about types of schedules.
  1. The designers get put in the same line as regular clients, no exceptions.
  2. Have two schedules. for example, you can do decorator work on the first 2 weeks of each month (or every other week), and the direct clients are done the opposite weeks. But we know that all jobs don't end exactly at the end of the week.
  3. Save one week a month for one designer, or all designers.
  4. If you do mostly designer work, save one week a month for direct clients.
  5. Have two schedule lines. For example, the first job you take is from a designer, the second job is from a direct client, the third job is again from the designer, the four job is from a direct client, and on and on.

Anyway, you probably get the idea. You can experiment and find a type of schedule that works for you and the clients.

In Conclusion

Working with designers can be a tricky affair. It may or may not be right for you. If you wish to work for designers, plan out, or experiment, to find out what works for you.
 
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Working From Your Home

 

Before you do anything else you will want to check to make sure it is legal in your community for you to work at home.

 

Some things to consider.

  • How to you feel about clients coming to your house all hours.
  • Are you OK with them coming in the evening? Till how late?
  • How do you feel about clients coming on the weekends and on Sundays.

Generally, upholstery is not a trade that has a high volume of clients coming through the door. If you have half a dozen come by in a week you can consider yourself busy.

 

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Home Occupation Legalities

Before starting a home based upholstery shop, make sure it is legal to operate a business out of your home and what the guidelines are. You can call or go down to the city hall and ask.  In my town the department to ask is the Community Development. In other towns it may be the Planning or zoning departmets. Ask about the laws and requirements for Home Occupations. You can also go to your town's website and search of Home Occupations.

In Home Occupations you have limits to what you can do. For some examples, see below.

Here is an example of one small town's home occupation standards. Check with your own city or county government to see what the guidelines are for your particular town or city.

Home Occupation Standards (Example)

A home occupation may be any occupation or profession which can be carried on by a
member of the family or person residing on the premises, provided that all of the following
conditions are met:
A. All signs shall comply with the requirements of the Independence Sign Code
– Subchapter 58.
B. There is no display that will indicate from the exterior that the building is being
used for any purpose other than residential.
C. There is no outside storage of materials.
D. There are no outside non-resident employees paid or unpaid.
E. A home occupation may be conducted in an accessory building. No more
than 500 square feet of floor area within any one or combination of accessory
buildings shall be devoted to a home occupation.
F. No dwelling shall be modified to accommodate a home occupation in such a
way as to alter the residential appearance of the dwelling or to render its
appearance incompatible with the neighboring residential buildings.
G. No home occupation shall be used as an assembly point for employees or
assistants to be dispersed or assigned to other locations.
H. There shall be no more than three (3) commercial vehicle deliveries to or from
the home occupation site daily. There shall be no commercial vehicle deliveries
between the hours of 8 p.m. to 8 a.m.
I. Except for bed and breakfast establishments, there shall be no more than
one (1) client’s or customer’s vehicle at any one time and no more than eight (8) per
day at the home occupation site.
J. One commercially-licensed vehicle associated with the home occupation is
allowed is allowed at the home occupation site daily. It shall be of a size that would
not overhang into the public right-of-way when parked in the driveway or other
location on the home occupation site.
K. The home occupation can be conducted in a safe and healthful manner and
not create unusual fire or safety hazards, potential health problems or be in violation
of any federal, state or local law or ordinance.
L. The home occupation does not create any nuisance conditions as defined by
the City's nuisance ordinance.

Prohibited Home Occupation Uses:

A. Any activity that produces radio or TV interference, noise, glare, vibration,
smoke, or odor beyond allowable levels as determined by local, state, or federal
standards, or that can be detected beyond the property lines is prohibited.
B. Any activity involving on-site retail sales is prohibited, except that the sale of
items that are incidental to a permitted home occupation is allowed. For example,
the sale of lesson books or sheet music by a music teacher or the sale of computer
software from computer consultants, and similar incidental items for sale by home
business are allowed subject to all other provisions of this chapter.
C. Any uses described in this section or uses with similar objectionable impacts
because of motor vehicle traffic, noise, glare, odor, dust, smoke or vibration, such
as:

  1. Ambulance service;
  2. Animal hospital, veterinary services, kennels, animal boarding;
  3. Auto and other vehicle repair; and
  4. Repair, conditioning, or storage of motorized vehicles, boats,recreational vehicles, airplanes, or large equipment on-site.

Reference

Subchapter 72: Home Occupations

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Tags: 
home occupation
upholstery shop

Creating a Homebased Upholstery Shop

Since we are moving to a new house, this seems like a good time to write about how to set up a shop in your house or garage. Before you get started, check out the Home Occupation Legalities.

Some people build a shop to fit their needs. This article will be written from the viewpoint of fitting my needs within what space I have available. In addition, in complying with the Home Occupation guidelines, I am limited in the space that I'm allowed to use. So, the shop, and my business, will have to be set up to stay within both the physical space and the legal boundaries.

elm st shop layoutIn setting up a shop I often find it advantages to draw a layout. Here is an example of one I drew before I set up my previous shop in my garage. Before I drew the layout I measured the size of my shop and all the tables and fixtures that would be in the shop. Then I drew each piece to scale and moved the pieces around until I was satisfied with it.

 

 

Considerations:

  1. What is our physical space?
  2. What are the different tables and fixtures than need to be in the shop?
  3. What types of tools and supplies are necessary, and where will they be stored?

This is a companion article to a Forum message thread located here: Carrs Corner: Setting Up a Home-Based Business.

 

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