A word of thanks and some other thoughts.
Posted by Andy Mann Posted in General, News, Weddings |
We received a very nice e-mail from Lori and Lance last week. I wanted to post it here on our blog as it mentions Louise. Louise joined the company only a few months ago, but has already made a huge difference in the way we can really help all our clients. Whilst we are busy out shooting your weddings and events she is in the “back” office helping to keep things “straight” and organized (creative types can be a little wayward at times!). So for example, when you or your family buys that 8×10 print online - it’s Louise that checks it and then sends it to the printer in the USA. Keeping track of when albums are due, ready for design or to be delivered - it’s Louise. Louise is a big part of what we are trying to do more of - what we call “customer care.”
It’s not just about a 5×7 or the number of hours we shoot - we call that just regular customer service - which any company can do. Customer care is a whole new level. It’s when Ileana goes out of her way to help you with the non-photography related timings and events for your wedding. It’s when Anita calls your wedding planner to see if there are any changes - so as not to bother you on the day of the wedding. It’s Preston coming in on a day off to edit your DVD so you can have it for your reception back home.
The e-mail from Lori is also another perfect example of Tropical Imaging’s “customer care”.
Louise & Andy,
I wanted to thank you both so much for getting our wedding picture to us here in St. Louis! Lance surprised me and what a wonderful gift it was. We had it beautifully framed and it is proudly hanging in our home. I attached a picture of it for you to see. I understand you both worked VERY, VERY hard to get this picture printed and shipped to Lance in a very short period of time. Thank you from the bottom of my heart.
Louise, I have another special thank you to you. Lance told me that you got the name of the songs that are on our wonderful wedding video. We were not familiar with either song but fell in love with them right from the start. It really touched both of us that you emailed Lance the words to these two songs and now I cry and cry and cry every time I hear them!!! Of course they are very happy tears! Thank you for going above and beyond to help us. Our experience with Tropical Imaging has been wonderful from the start. Thank you again.
So a big thank you to Louise for all her hard work!
Here is the link to the wedding.
If you have any similar “customer care” stories about Tropical Imaging - I’d love to hear them, so I can congratulate my team and also share them on this blog - please e-mail any to - andy@tropicalimaging.com - we’ll surprise the best story each month with a gift!
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