The year is quickly coming to a close and especially in December, "service" is the name of the game. I've written a lot about Customer Service over the years because it's the strongest weapon you have in the battle for brand awareness. You've got to exceed customer expectations. And, this month you're going to be buried in last minute requests from customers with less than wonderful timing!
My career is built on a foundation of respect for Customer Service. In the 70's I was in Polaroid Customer Service when the first SX-70 cameras had a 300% defect rate. We offered walk-in service, phone support, written responses and if all else failed roving-rep calls. A roving rep call was essentially a house-call by a rep to help a consumer understand how to use the camera.
But you're not dealing with a 300% defect rate on your images. So, here are some ideas on how to avoid anything that feels catastrophic:
My buddy Tony Corbell, talking about his first studio once said, "I wasn't the best photographer in town, but I was determined to be the nicest." The best way to handle Customer Service challenges is to establish a great attitude on the front end. Even the best business models sometimes hit a "speed bump", but building a reputation based upon exceeding client expectations is the best way to put strength into your brand! Just remember always to go the extra mile!
There are no traffic jams on the extra mile!
Check out "Why?" one of the most popular features on the SCU Blog. It's a very simple concept - one image, one artist and one short sound bite. Each artist shares what makes the image one of their most favorite. We're over 100 artists featured since the project started. Click on the link above and you can scroll through all of the episodes to date.