Back on Customer Service
Some of you may remember my lengthy post about “Why Customer Service Shouldn’t be Overlooked” and for some strange reason I find myself back on the topic.
With WDC coming up I thought it high time to get some more professional business cards to throw about at the event. One reason was to get the WDC branding out there (I love those 3 cubes) and another was to promote the WDC site and my own blog as well as ways of contacting me.
Last time I ordered any type of business card it was the MOO Minicards these were great to hand out at informal events like OpenCoffee.
The reason I’m back on topic is this time my order from MOO had a problem. With most online sites where you “create” or “design” an item or product you expect to get exactly what you saw on screen. On MOO you can the messages saying you design may get cut or be blurry which is fine but you create an image which will fit on the card.
I went through with the idea of having half my order with a black background and half on white which looked correct when I went through the creation process. So I put the order in.
A week later my cards arrive is a great little box and I open them like a child on Christmas day. Nicely laid out in the box I have a quick look over the cards. The first thing I notice is that there are no white cards. Looking closer the ones which were meant to be white had a white border around the WDC cubes and on the text side the WDC cubes had a black box around them, which was wrong! Why did they not look like what I’d seen in on Moo’s site?
Unhappy with my order I contact a real person at MOO. 1 business day later (the time MOO said it would take to get back to me) MOO say:
We are sorry that your cards have not come out as expected.Has the image that you have used a transparent background? If is that the case, our default background is black. A reprint would just repeat the errors, so I can give you a coupon for a new set of cards. Would you like to do that?
Of course I say yes. I even offer to send my incorrect order back so they can recycle them, as Moo aims to make as little impact on the planet as possible I want to help. They even explain what the problem could have been, and they were correct.
An email later I get a code to enter when I get to the checkout which discounted my cost to £0.00. I was also told what size to make my images so I can make sure nothing gets cropped. I even save my images I was to use in JPEG so they have a background colour. I’m even told they’ll checked my order to make sure it’ll get printed correctly.
So now I’ve done my replacement order and hopefully next Tuesday/Wednesday they’ll show up and be correct just like I pictured them.
My hat goes off to MOO, again! Little MOO is great, I’m informed about my order at every step of the way and the real people at MOO are even better, helping me with my problems and not blaming me for the mistake which should never happen. If you’re blaming the customer you’re heading from trouble!
I’m now waiting for my new order to arrive, hopefully it’ll be correct as WDC is 3 weeks away. Will I be going back even though I had a problem? Yes! Will I mention them if people have business cards and comment on them? Yes!
Unlike Virgin Media or at the time when I had a problem Virgin Trains they MOO put me the customer first and didn’t say it was my fault or try to blame me because of the fault or problem. They got back to me when they said they would unlike Virgin Trains who took over a month to get back to me.
Even if there is a problem so long as the customer service is great and the first port of call gets the result you want I say keep going back to the company that gave it to you and you’ll never get it better. Finally, always hit the little guys up! They’ll give you a better service than big brands and will always sort you out if problems occur.