My son recently had his Spring pre-school photos taken. I was
only happy with one of the poses, being the picky mother and
customer that I am. I was told by the rep at the school that I
could go online and order any mix and match package of four sheets
for the package price. She gave me a card with login information
and I went home to order.
When I tried to order online, it would not let me mix and match
the sizes, only the poses. I was upset about this and submitted a
web inquiry. Two weeks passed and no call back. Now I was even more
upset. I was able to get the local rep's phone number from the
pre-school director. I called and left a message with explanation.
The rep was prompt in returning my call. She was not aware of this
website online ordering problem and contacted corporate.
I received a call back later that day and was told I would
receive my son's portraits at no charge and they would be fed-ex'ed
to me. The rep apologized and explained they had acquired new
accounts across the country and were having a hard time keeping up
with the growth. Additionally, the company was unaware of the
ordering problem on their website. I explained that they should
check to make sure their web inquiry form was working, as more
business could be lost to these kinds of problems.
I don't know if the rep will convey everything to the
powers that be, but this story is a good lesson for any
business:
- When launching a new website, especially a webstore, test,
test, test!
- Be sure you check your web inquiries - make sure the form is
working and the mailbox is being checked and cleaned out regularly.
Contact web inquiries back within 24 business hours - same rule as
phone inquiries. Each type of inquiry is just as important as the
other.
- Have a plan in place for expected and unexpected business
growth. Don't let customer service slip during growth, or you could
lose business.
So, why I am I giving them a "rant" instead of a
"rave"? I thought about which to classify this as, but
after careful consideration, I decided they still did not handle
this properly, even though I am getting free portraits.
- I was never told how I could get the sizes I wanted of the
poses I wanted. Additionally, I suspect they are sending me the
poses I don't like that were in the package at the school. We will
see what comes in the mail.
- I was not convinced the rep either understood or cared about
conveying the problem of the web inquiry form not being answered.
Will she pass that along and will they test it?
- As a customer I did not like hearing over and over about all
their excuses and woes about keeping up with growth. Just say you
are sorry and tell me how you are going to fix it!
