Sunset as metaphor for a happy ending
This is a story about how a business can win a client. Or lose one.
I have a client. This client needs a full color 8.5x11 inch document that can be laser-printed at will, locally and possibly on the road. I ask my client, "Do you have a preference of service providers?" My client has used Alphagraphics in the past, so I start with them.
I don't have an Alphagraphics account, so my first step is to fill out their on-line form. Problem #1 - the required fields in their form processing don't match the instructions, so I get a cranky little error message. This isn't a big deal, but symptomatic, as it turns out. Inexplicably "title" is a required field, so I type in "queen" and the form processes.
Does the interface move me along to an upload screen so they can accept my file, make a print and take my money? To my surprise, no it does not. The next screen informs me that someone from Alphagraphics will contact me shortly. Now that was over 48 hours ago. I'm still waiting. Maybe they are intimidated by my title.
Five minutes expended, no progress. I still needed to get a proof print to my client. I gave Alphagraphics about a few more minutes to automatically generate an email with an account confirmation. In other words, to complete the now-standard business process that even a pet-tag printing service can accomplish. When that didn't happen, I moved on.
I typed into my favorite search engine to find Fedex/Kinkos. In short order, I created a new account, uploaded my file and ordered a test print at my local storefront. Actually, there was a little glitch with Fedex/Kinkos too. They won't accept a credit card order under a dollar, so I had to order 2 prints. That wasted about 2 minutes, as I had to cycle back through the screens to increase my quantity. But in less than 4 hours, I received an email and a phone call to let me know my job was complete.
The moral of the story: I have a happy client. Fedex/Kinkos has two new clients. And the queen is still waiting to speak to her staff at Alphagraphics.
Comments (1)
Since I am the other client it seems appropriate that I comment.
It is unfortunate that the process for creating an online account is difficult. In this day and age it should be a simple task. I like the idea of being in different location and getting access to my files or sending a colleague a link to request prints of the materials offsite.
I appreciate your efforts at paving a path for me to follow along with the good work!
BTW, when do I get to be the queen???
Posted by Patricia Goede | March 15, 2007 5:47 PM
Posted on March 15, 2007 17:47