Antiques No-Go: Managing Appraisal Requests and Unsolicited Donations With Your Frontline Team
In the world of museums, libraries, and cultural institutions, your frontline staff often find themselves on the front lines of a unique challenge: handling requests for appraisals and managing unsolicited donations that you can’t accept. From attic treasures to family heirlooms, these items often come with high hopes or sentimental value, making the interactions delicate and complex.
Clear Policies: A Roadmap for Staff and Visitors
The first step in easing this burden is establishing clear, well-communicated policies. A concise policy not only supports your staff in these interactions but also provides straightforward guidance to visitors. Remember, a policy-based refusal is not personal; it's professional and consistent. These policies should be easily accessible, ideally featured on your website, to prevent disappointment before a visitor even steps through your doors.
The Allure of Appraisals
Thanks to the popularity of shows like Antiques Roadshow, many dream of discovering that their bargain find is actually a priceless artifact. Often, your museum is the first place they think of for an appraisal or authentication. While it’s an understandable misconception, it’s crucial to gently steer these inquiries in the right direction.
Handling Donations with Care
If your institution is open to receiving donations, streamline the process with an online form outlining your criteria and the steps involved. Make it clear how and where items can be donated, and explicitly state that unsolicited donations, whether by mail or in person, are subject to disposal, return, or retention at the museum's discretion.
Your registrars and collection managers will thank you!
Empowering Your Customer Service Team
Training your staff to manage these situations is key. They should be equipped to:
Acknowledge the Request: Greet each inquiry with respect and understanding.
Communicate the Policy: Clearly and calmly explain the institution's policy on appraisals and donations.
Suggest Alternatives: Offer resources such as local appraisers, the American Society of Appraisers, or the Appraisers Association of America. For donations, direct them to the online form.
End on a High Note: Conclude by thanking them for their interest in your institution.
By implementing these strategies, you create a supportive environment for your staff and a clearer, more professional experience for your visitors. This approach not only manages expectations but also maintains the integrity and focus of your institution's mission.