I’d like to share a great experience I had with SmugMug, the service I use for hosting my photography. I have been using SmugMug for several years and I subscribe to their business plan. Along with amazing and easy to use website customization, the business plan enables me to sell prints directly through the website.
Seven months ago, we moved and I promptly updated my SmugMug account with my new address. At least I thought so. Imagine my surprise when a customer ordered some prints and the email notification said the prints were shipping to my old address! Without hesitation, I sent an email to the SmugMug customer service.
The customer service staff are know as heroes and their avatars are clever photos of themselves in colorful hero makeup. I got a fast response from Heather, one of the support heroes and she promised to look into the matter and change the shipment to the customer if possible.
A short while later, I got another email from Anthony, another support hero who said unfortunately the lab processed the order and it shipped. There would be no way to stop it.
I was extremely disappointed and I shot off another email asking to please help solve this ASAP.
A few hours later, I received a new email from Kaydin, another support hero who wrote this note:
Kaydin here from SmugMug. Thanks for getting back to us.
I’ve issued a new order to the clients address, the one you provided originally. The first order will likely show up at your old address and may be sent back to the lab. Don’t worry about that order.
Please be assured, replacements are on the way to the right place.
We’re here 24/7 365, so if you need anything else, please do not hesitate to ask.
SmugMug Support Hero
I was astonished!
This is what I call outstanding customer service! A new order shipped to the correct address, problem solved! I cannot be happier. This confirmed to me, SmugMug is the best service provider and hosting company for photographers in the business. I am and will continue to be a loyal customer.
So, what caused the shipment to go to my old address? I had to dig to find the answer but I figured it out. The customer checked “Personal Delivery”. By checking this box, the order ships to me and I deliver the prints to the customer in person.
Unbeknownst to me, I was supposed to update my address in the “Personal Delivery” option, for this. I had incorrectly assumed by updating my address in one place, the main account settings, would have taken care of this. The account options for “Personal Delivery” were buried enough in the interface, and visited so infrequently, I didn’t know I had to update that also.
None of my current customers use the “Personal Delivery” feature and opt to get their photos shipped direct. So, this feature is not on my mind as something to worry about.
I checked with my customer and confirmed the “Personal Delivery” box was checked by mistake! She didn’t understand what that was for, and it sounded good, so she checked it.
Technically, this was my fault for not updating my address in all the admin areas. I confess, I don’t get into the admin section very often and therefore easy to forget things. And, the customer made a mistake by blindly checking the box.
So two mistakes made, but corrected by SmugMug.
I am grateful for the correction and in knowing my customer will get the prints as promised.
Good for business, good for everyone.
If you are a photographer, I highly recommend you consider SmugMug as your hosting service.