I’ve been meaning to write this entry for a while. A couple of months ago, I placed another order for specialty business cards with moo.com. I’ve been ordering from Moo for the past year or so. Their website is simple to use, the card options are unique and even offer a 100% recycled paper option. I happen to like their Moo mini cards, again because they are uniquely sized – anything unique is inherently more difficult to lose. That’s a law somewhere, I’m sure.
The really great thing about their standard business cards and their mini cards is that you can have them print 1 or many images in the same order. So your pocket full of cards just became a very convenient portfolio.
The REALLY great thing about Moo, to put it bluntly, is their impeccable customer service. After my latest order, I truly believe that their employees are probably part time contortionists for Cirque du Soleil – because they will bend over backwards to make sure you are happy with your order.
Here’s the general flow of what happened… I placed an order for 400 mini cards. Rather than reordering a copy of my previous batch, I designed new cards with up-to-date images and an updated text for the reverse side. The uploading and ordering process went smoothly and I received my cards quickly like normal. But, I goofed up somewhere along the way. I calibrate my monitor weekly, but my settings were off the week before I did this order. So, when I opened up my order of new cards, the colors were heavily muted and the reverse text/logo side was very faint. Moo had not screwed up, I had. So I sent them an email describing the cards and asked if I might be able to do a reprint. I received an immediate response from one of their customer service reps (David A.) who notified me that he would definitely reorder a reprint batch. I received a second email from him shortly afterward saying that he had looked at the raw files I had uploaded and noticed the colors were off when I uploaded them. Get this, he worked on each of the cards himself in Photoshop. He optimized them for the printers and then placed an order of 400 of his optimized cards and shipped them to me. For free.
By the time he had done this, I had already re-uploaded new images with the correct monitor calibration and placed the order with a code he gave me for the reorder. He said that they were going to let me keep both reorders. For free. He thanked me for my patience and being so pleasant throughout the process.
3 lessons here:
- Always verify your monitor calibration before having a print order filled and verify the “Preview” of the product on their site if it is available.
- Treat the customer service reps with respect and be pleasant. They have a difficult enough of a job with a-holes yelling at them the rest of the day. Don’t add to their troubles. It is a karma thing, ya know?
- Pass along good service to others. It seems that companies now a days are very quick to state that they have excellent customer service. But when you need it, you never seem to find it. By passing your recommendation on, you are supporting a good company.
Customer service is THE ONLY way to keep your customers happy. Make a good product and you will gain customers. Offer excellent customer service and your product will sell itself through word of mouth and your customer base will multiply without you spending an additional dime on advertising. Your BEST advertisement is your customer’s satisfaction. Gain that & you will corner the market.
Moo.com – Two thumbs, WAY UP. After this whole process was complete, I emailed my customer service rep (David A.) and let him know that I would be writing this entry. He is offering 15% off for any new customers to Moo that come through my site. Just use the following code when you place your first order! 2RB2CK
Wow, such a rare thing to read about this kind of service. That’s great. I will definitely check them out as I need some updated business cards.
Was your monitor cal just out of date or was something specific off?
Hey mark – I narrowed it down to having the color temp and the gamma way off. Once I recalibrated it, all was right with the world.
They do a really good job. I’m going to be placing another order for both mini & full sized business cards shortly. Take care & Happy New Year to you and yours.