Who’s Minding The Store?

There’s been a lot of discussion over on our fourm Digital Grin lately about Customer Service, and who exactly is minding the store? As SmugMug pro customers, don’t forget that one of the huge benefits is that we will take care of your customer service! Yep. Encourage your customers to email us, not you, when they have a question like “when will my order arrive?” or, “my print package arrived damaged by the Post Office” or “what exactly is lustre, anyhow, and why do I want it?” We have a whole team of folks here at SmugMug, who work the help desk ..you may have heard from John, Dustin, Anne, Robin, Toni, Ben or Andy (that would be me). That page I just linked says “we usually answer within hours, unless you catch us before 7 a.m. or after 9 p.m. California time…” but I’ll tell you this: far and away the majority of emails are answered within minutes of receipt, and rarely longer than an hour! The entire company, everyone, is available to the support staff to solve tricky problems — which we do with grace, style, speed and aplomb day in, day out, 365 days a year. Take advantage of this resources, and free up your time to go out and shoot more, and get more customers.

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