One of my most favorite print companies moved from Northern California to Colorado last year. I literally could order something before noon and have it my hands by the next day. It was crazy fast. The quality was good too, especially the press products (like a business card).
Today I called the company to see if I could get my order switched from UPS to USPS, because unfortunately UPS does not deliver on Saturday. I placed my order yesterday and forgot they no longer operate in Cali. I also won’t get my order until…Tuesday.
This makes me so sad. I had to upgrade just to see the order by tomorrow. And to top it off, they couldn’t put my print order in the box with the cards. Apparently the shipping department couldn’t do this either…no exceptions. Unless I upgraded the print order too. For 20 bucks.
They have apparently gotten-
1) Too big for their britches (as in I know the shipping department and print department are in the same building, and why can’t someone can’t just walk in and place my prints in a box that is going out. Seriously).
And 2). Forgotten what customer service is all about.
My takeaway from this experience (because one must always learn from their mistakes. I didn’t order early enough, so as much as I want to ‘blame’ the print lab, it’s ultimately my fault for not getting the prints in time. Yes I know this)…What is comes down to is customer service. Or the lack of in their case. I do take the blame for the late delivery date. It is my fault. I should have known better. But the feeling of the lack of care within the small company is what I don’t understand. So for this I ask myself – what it is I can do to prevent this feeling in my small business. I would NEVER want my customers to feel this way EVER.
And YOU? What do you do to prevent customers (or clients) from feeling unimportant? I’d love to hear your ways of lifting your clients up!
Which reminds me…just about a month ago I got this facebook post from a past client. Yep. It made my day to hear how happy I made Jessica! She was a wonderfully beautiful bride and one of the best clients I have worked with to date. So sweet and genuine.
ps – I ordered prints last week from three different pro labs. Although I’m not officially done (I am going to make some prints at our local drug store, Costco and Walmart) and I have all the prints side by side, I plan on blogging about what I found. More on that next week!