Customer Service Tips I Learned From Smugmug

Taken by Jackson, my Godson, he's 5, he used my little Olympus 850SW point and shoot

So about a year or so ago I ordered a large Float Mounted Metal print from Smugmug (Bay Photo) for a customer.  When it arrived it was damaged in shipping and the top corner was bent over.  I considered trying to straighten it myself but worried about wrecking it.  So I contacted Smugmug customer service and they asked for a photo of the damage and promptly shipped me a replacement.  Another time a 10x20 inch print arrived with the top corner bent over.  A replacement was promptly sent, and again it was the fault of the post office, not Smugmug or Bay Photo.  Recently one of our customers ordered a print and cropped out the Bride and Groom in the photo by leaving the default cropping on without adjusting it.  We did not have proofing turned on (now we do) for our wedding galleries.  I contacted Smugmug and asked if they could stop the printer but it had already printed.  They replaced it though for nothing (it was a 5x7 photo).  Now they didn't have to do that.  It wasn't their fault.  And I took this awesome customer service to my own company as an example.

So we had been working on a big video project for a customer over the past month.  When it was done I presented it to them and they loved it.  As it turned out though the fact sheet they sent us for voiceover content had an error so a detail had to be changed.  No problem, I changed it.  Thing is that there were a total of four different changes, all coming at me not at the same time, none my fault.  In the end they also added a slight theme change.  I accommodated the first three changes, having been inspired by Smugmug and how awesome I feel when they support me and my customers.  The fourth though I couldn't do.  I felt that the fellow that does my voiceovers (thanks Ryan) deserved to be paid for his time even if I was willing to take it on the chin.  So I charged the customer for the revision of the voiceover.  Now I'm out several hours work on this project making up for customer mistakes, but I'm happy that they will be happy.  I'm proud of the project and I've learned some things unique to video to put in my toolkit for next time.  Namely the contract needs to spell out costs for changes by the customer and I need to have an approval form signed with the final script.  All that being said, I know (hope that) the customer will feel I went above and beyond and will love us for it.

Taken with 5D mkII and 50mm f1.4 lens

ISO 100 F8.0 1/160 second

I couldn't decide which way to go with a recent photo.  Doesn't it happen to us all?  So I processed it two different ways to suit my divided mood for the evening.  We are pretty much caught up on all our work right now with about a two week gap until our next wedding.  It feels good, and we will be finally finishing off our studio setup this week so expect a video and photo tour soon.


Taken with 5D mkII and 50mm f1.4 lens
ISO 100 F8.0 1/160 second

I think I like the second one better, but I'm undecided.

Lastly, I received my lens bag from CSN on Friday that I'm meant to review for the blog.  I was surprised about the quality of the bag.  Honestly I thought it would be an inexpensive lens case, but my first impression is that it is the best built lens bag I now own.  I'll be taking it out tomorrow on a shoot, but if first thoughts mean anything then this is a great peace of protective equipment.