Eliminate Smug Branding, Do What With Smug Help?
termina3
Registered Users Posts: 158 Major grins
This is largely an intellectual exercise at this point, because the Smug dev team has bigger items on their plate. But still worth discussing.
When Smug eventually offers pros the option of eliminating any signs of SmugMug (similar to Exposure Manager), what is emailing the Smug Heroes going to look like? (I mean from a client's perspective.)
It would be a little misleading for a Smug Hero to reply to a client in distress as an employee of the pro. On the other hand, replying as a SmugMug Hero unveils SmugMug--something the pro who eliminates Smug branding probably doesn't want.
Or do we just eliminate the ability for clients to address Smug Help directly? This seems like a big loss to the client (in terms of immediate, expert assistance) and to the pro (who now can't just shove stuff onto Smug Support: instead wasting time).
Personally, I'm fine with Smug Heroes contacting my clients directly. Smug Heroes are always friendly, and almost always helpful. My only wish would be that the Heroes exude a little more professionalism (uppity-ness is another way of putting it). Some customers (and some pro account holders, such as myself) despise emoticons; these would need to be dropped from the Smug Hero vocab. (I recognize the irony in dropping emoticons when the Smug logo is almost an emoticon.) In a perfect world, Heroes would address customers by their proper title (Dr. Jones instead of Bob), but I think that may be too divergent from the Smug culture.
When Smug eventually offers pros the option of eliminating any signs of SmugMug (similar to Exposure Manager), what is emailing the Smug Heroes going to look like? (I mean from a client's perspective.)
It would be a little misleading for a Smug Hero to reply to a client in distress as an employee of the pro. On the other hand, replying as a SmugMug Hero unveils SmugMug--something the pro who eliminates Smug branding probably doesn't want.
Or do we just eliminate the ability for clients to address Smug Help directly? This seems like a big loss to the client (in terms of immediate, expert assistance) and to the pro (who now can't just shove stuff onto Smug Support: instead wasting time).
Personally, I'm fine with Smug Heroes contacting my clients directly. Smug Heroes are always friendly, and almost always helpful. My only wish would be that the Heroes exude a little more professionalism (uppity-ness is another way of putting it). Some customers (and some pro account holders, such as myself) despise emoticons; these would need to be dropped from the Smug Hero vocab. (I recognize the irony in dropping emoticons when the Smug logo is almost an emoticon.) In a perfect world, Heroes would address customers by their proper title (Dr. Jones instead of Bob), but I think that may be too divergent from the Smug culture.
Please don't mistake my blunt, pointed posts as my being "angry," "short," or "rude."
I'm generally happy, tall, and fuzzy on the inside.www.NickensPhotography.com
I'm generally happy, tall, and fuzzy on the inside.www.NickensPhotography.com
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Comments
SmugMug service is such a huge part of what we do for our pros and their customers. I don't expect we'll change it much, except to grow, scale, and strive for improvements.
What to put on the emails and packaging is still being talked about.
Thanks for posting!
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