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Pro accounts and customer service for *my* customers...
Kilroy
Registered Users Posts: 11 Big grins
I'm getting set up to have printing and fulfillment handled by smugmug and bay labs. My question is regarding how customer service is handled with my customers. I'm interested in smugmug policy as well as personal experience from people here.
What if my customer is unhappy with a print they ordered? It's printed wrong or damage issues maybe (yes, I know the lab is great); or maybe it's just not what they expected and want to return it. How are these situations handled?
We've done our own fulfillment to date with mpix and other labs. We take orders, place them with the lab, and hand deliver to customers. If they aren't happy we find a way to make it right.
As we take ourselves out of the loop here, can we expect a similar level of support when our customers order?
What if my customer is unhappy with a print they ordered? It's printed wrong or damage issues maybe (yes, I know the lab is great); or maybe it's just not what they expected and want to return it. How are these situations handled?
We've done our own fulfillment to date with mpix and other labs. We take orders, place them with the lab, and hand deliver to customers. If they aren't happy we find a way to make it right.
As we take ourselves out of the loop here, can we expect a similar level of support when our customers order?
0
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I made a Photoshop mistake and printed 20 5x7's to give out to a Little League team. When I commented (here) that I screwed up and they looked too blue, Smugmug fixed the color cast, reprinted the 5x7's and overnighted them to me so I would have them in time to give out. All of it for free - and it was my mistake to begin with, not theirs.
Smugmug is the best.
Read for yourself
edited: Found the other linky that I wanted to post:
more examples -- real life examples
http://www.dgrin.com/showthread.php?p=456689#post456689
your customers are treated like gold.
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