I thought it was going to be a simple task. Honestly.
I have designed gorgeous Gift Vouchers for Christmas and I wanted to make them available on the website to make it easy for all of you who wanted to gift an experience this season. How hard could it be? Right?
Well, it has taken me DAYS to sort it out. I probably went through a hundred cups of tea; tears, sweat, cursing, euphoria, disappointment, video tutorials...but I just could not get it to work. I was ready to pay ANYTHING for somebody to do it for me. 'This is not worth it', I kept saying. But sure, I HAD to fix it.
Suddenly a friend suggested the obvious (thanks, Teri); Ana, did you ask Customer Support? 'Well, no', I said. I had watched all the tutorials but that didn't work. But really it was my last hope. I was already convinced I was moving my site to another company at that stage; I was that annoyed with it all.
And so I dropped an email to Customer Support, and guess what? They saved the day. They replied straight away with a video made FOR ME, explaining what to do step by step. I had a couple of more queries and two more videos followed. They did not stopped until I was happy. Ok, Ana, and why exactly do you think we would be interested in this dreadful story? You may ask.
Here is the thing, I learned two very important lessons today because of this. The first one is that NOTHING beats great customer service. I have already forgotten about the last few days, screaming at my laptop in frustration. They were there for me and we got it sorted. Good customer service is something that I value immensely, as a client, and also a business owner. The experience is what we carry with us after we do the work. Nobody forgets how you made them feel!
The second thing I learned is that sometimes, you really need a bit of help. I thought that the tutorials would do, but they were not tailored for ME and what I needed at that time. I did in 2 minutes what I struggled to achieve in 5 days. I think we encounter the same scenario with photography and any other skills. The information is there; youtube, Vimeo, other websites, but it is hard to beat the one to one. What do you need and how can I help you achieve it? And this is what I designed online training sessions, that I hope will help you or somebody you know to stop screaming at your computer. Because when you know HOW everything is easier and you can grow and get better at what you do.
So, thanks Zenfolio for your AWESOME customer support. You saved me from insanity today and reminded me of the importance of focusing on your client's needs.
PS. Since I went to all this trouble, would you check my new shiny page? You may find something you like in there! Hint-hint.