Brand Tone

Reassuring, Honest, Helpful, and Proudly British. While acknowledging past issues, it focuses on rebuilding trust through transparency and commitment to quality and customer satisfaction.

Brand Values

• •Choice
• •Value for Money
• •Excellent Customer Service
• •Quality Craftsmanship
• •UK Manufacturing
• •Safety

Best Practices

• •Be Honest and Transparent: Clearly communicate product materials (like the use of Styrene instead of glass, which they generally do
• •Empathetic and Solution-Oriented Communication: In all customer interactions, especially when addressing complaints (which are currently a major issue
• •Avoid 'ghosting' customers.
• •Proactively address negative feedback and showcase resolutions to build trust.
• •Highlight UK manufacturing and craftsmanship in all communications.

Social Perception

Aim to shift from negative reviews (damaged goods, poor communication) to a perception of reliability, quality, and excellent customer service. Acknowledge past issues while emphasizing improvements and commitment to customer satisfaction.

Copy Examples

• •Each frame is meticulously crafted in our UK workshop and features shatterproof Styrene for lasting clarity and safety.
• •Our dedicated customer care team is available around the clock and aims to respond within 24 hours, ensuring a smooth and satisfying experience.
• •Should you have any queries upon arrival, please don’t hesitate to contact us at [Email Address] or visit our FAQ page.
• •For over 15 years, FramesPlus has been dedicated to providing quality picture frames manufactured right here in the UK.
• •We understand recent experiences may not have met expectations, and we're committed to making things right. Contact us for immediate assistance.