Emails from SmugMug

Miko40D

I value and appreciate the excellent customer service from SmugMug. However, I do not like the follow-up emails from them to my clients when clients place a print order. It causes some confusion on the clients part and requires me to explain how I do business.

Is there a way to stop these follow-up emails, or just have all come to me?

Andy

Miko40D wrote:

I value and appreciate the excellent customer service from SmugMug. However, I do not like the follow-up emails from them to my clients when clients place a print order. It causes some confusion on the clients part and requires me to explain how I do business.

Is there a way to stop these follow-up emails, or just have all come to me?

What emails are you referring to? The Order confirmation? Shipment?

No, I'm very sorry, there's no way to prevent these from being sent.

700,000+ orders, I don't think anyone's ever worried about this

Remember - your customer's card is charged by SmugMug, Inc. The shopping cart says "SmugMug and Miko work together...."

81dollar

Andy wrote:

What emails are you referring to? The Order confirmation? Shipment?

No, I'm very sorry, there's no way to prevent these from being sent.

700,000+ orders, I don't think anyone's ever worried about this

Remember - your customer's card is charged by SmugMug, Inc. The shopping cart says "SmugMug and Miko work together...."

on a somewhat related note- is there a way to change some of the wording of the emails being sent to our (mutual) customers? I don't mind the "order placed" email, but the "THE DELIVERYMAN COMETH" email is rather... lame.

I searched a bit, but all I could find is a thread from 2006 about how the original photographer isn't mentioned at all, with a reply saying "we're working on it". http://dgrin.com/showthread.php?t=38735&highlight=deliveryman

thanks, sorry about the thread hijacking

Andy

81dollar wrote:

on a somewhat related note- is there a way to change some of the wording of the emails being sent to our (mutual) customers? I don't mind the "order placed" email, but the "THE DELIVERYMAN COMETH"

hi and welcome!

I'm sorry you don't like that, it's one of our best lines I think! We're not a stuffy, buttoned up company..... we're fun, spirited and we choose our words carefully.

We won't be changing that anytime soon, because it so overwhelmingly embodies who we are! We're SmugMug, not [insert name of big, impersonal company here].

All the best,

Andy

81dollar wrote:

I searched a bit, but all I could find is a thread from 2006 about how the original photographer isn't mentioned at all,

BTW, our emails mention you, the photographer, with your email address. And you get the buyer's email address, and physical address, too

81dollar

Andy wrote:

BTW, our emails mention you, the photographer, with your email address. And you get the buyer's email address, and physical address, too

Oh, I know. I've been a Pro user since '05. I've just never posted on dgrin.

While I personally have no issues with it, only the initial order confirmation email mentions the photographer. The delivery notification email doesn't mention the photographer whatsoever.

I only mentioned it in my previous post because the OP of the thread I linked requested a few modifications to the current delivery confirmation email.

My request was to have the option to remove/change the "DELIVERYMAN COMETH" line, which you've answered. SmugMug may not be "stuffy" or "buttoned up", but I think some of us would like the ability to modify some (or all) portions of the emails being sent. That's all...

This thread has gone way off topic, and for that I apologize to the OP. I got my answer. Thanks.

Andy

81dollar wrote:

This thread has gone way off topic, and for that I apologize to the OP. I got my answer. Thanks.

It's never a problem, we can take the comments anywhere - thank YOU for speaking up

Miko40D

The emails I was referring to are any from SM to my clients. Like I mentioned, the customer service is great, but these emails IMO should be optional for those with Pro accounts. Thanks for the reply answering my question.

Andy wrote:

What emails are you referring to? The Order confirmation? Shipment?

No, I'm very sorry, there's no way to prevent these from being sent.

700,000+ orders, I don't think anyone's ever worried about this

Remember - your customer's card is charged by SmugMug, Inc. The shopping cart says "SmugMug and Miko work together...."

Andy

Miko40D wrote:

The emails I was referring to are any from SM to my clients. Like I mentioned, the customer service is great, but these emails IMO should be optional for those with Pro accounts. Thanks for the reply answering my question.

No prob Miko, thanks for posting.

nipprdog

Miko40D wrote:

I value and appreciate the excellent customer service from SmugMug. However, I do not like the follow-up emails from them to my clients when clients place a print order. It causes some confusion on the clients part and requires me to explain how I do business.

Is there a way to stop these follow-up emails, or just have all come to me?

Are you misleading customers on how you're doing business?

Montec

I had a bit of a problem with SM 'bypassing' me when a client ordered some prints and was unhappy with the results. She choose TRUE colour if I recall, she then followed the suggestion in the SM email to contact them if there was a problem...which she did, and had the prints reprinted free of charge but was still unhappy. SM did a good job of customer service and more than any customer could ask for, however...

She then contacted me and I reprinted on my Epson 7880 and she was happy. For some reason the prints were over saturated from SM.

Point is...I was not aware she was having problems!

What if this client choose not to contact me regarding her issues? I would not even know I had an unhappy customer.

We should at least be informed of returned orders or ANY problem clients have with the prints or customer service.
Copies of all messages should be sent to the photographer. Clients do not initially think they are dealing with a third party, I can see the confusion when they place an order with a professional portrait photography company and then be greeted with 'pirate lingo' in their order confirmation. It is just odd.

We all know and appreciate that your business model is built around this relaxed theme...print customers do not.

Andy

Montec wrote:

I had a bit of a problem with SM 'bypassing' me when a client ordered some prints and was unhappy with the results. She choose TRUE colour if I recall, she then followed the suggestion in the SM email to contact them if there was a problem...which she did, and had the prints reprinted free of charge but was still unhappy. SM did a good job of customer service and more than any customer could ask for, however...

She then contacted me and I reprinted on my Epson 7880 and she was happy. For some reason the prints were over saturated from SM.

Point is...I was not aware she was having problems!

What if this client choose not to contact me regarding her issues? I would not even know I had an unhappy customer.

We should at least be informed of returned orders or ANY problem clients have with the prints or customer service.
Copies of all messages should be sent to the photographer. Clients do not initially think they are dealing with a third party, I can see the confusion when they place an order with a professional portrait photography company and then be greeted with 'pirate lingo' in their order confirmation. It is just odd.

We all know and appreciate that your business model is built around this relaxed theme...print customers do not.

You should be, and normally pros are. Send an email to ATTN: Steve Cavig at our help desk so that our Captain of the Support Heroes can figure out why you didn't get an email.

RKnecht

FWIW, I find the emails that Smugmug sends out to be a very good way for clients to keep track of their orders. I've sold quite a bit of prints the last month or so and my customers are very happy with my (smugmugs ) follow up.