This is a series of emails that took place within several hours yesterday with the CEO of PrintRunner. This is an example of how change happens within an organization. And the quick action and response by the CEO will result in me giving PrintRunner another try and sharing and helping to promote their services.
I will most like call back in to see how I am treated as a customer.
Customer Service and Support. 1-888-PRINT-89 (1-888-774-6889)
Mon. – Fri. 6am – 6pm. Sat. 8am – 4pm Pacific
support@printrunner.com
William Bell is one of the managers.
I would love to hear your experience with customer service, is the CEO of the company stepping up? How is the customer service at your company?
I suppose Mike Zaya could have picked up the phone and called me, but email appears to be the preferred way to communicate. I appreciate the offer of 50% off the order, not sure if that will happen, but maybe I can get the discount on the next order.
At this time Thursday 7:15am PST, the preview is still not corrected, so if you place an order with PrintRunner for a postcard, and do not select a proof, your preview will apparently show the same image twice. Which is how my call to PrintRunner all started.
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This is the last email I received from Mike
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Hi Victor,
Will and I just finished meeting about the situation that you experienced and I’m very GRATEFULL of you to be kind enough to let us know. Just to share with you we learned that whenever we launch a new feature or make an improvement to make sure all employees impacted really understand the change that we made versus just receive an email. We also learned that we have to train new reps even more than we have been (we d a lot of training as you can imagine) For example in your case you were right and the new customer service rep was wrong, but in her defense the blame falls on me for not informing her that we changed the way we display the front and back side of a file. Thanks to you we caught a big error. For helping us I would like to give you 50% off your order for your experience and for helping us become a better organization. Your feedback is always welcomed.
PS. I also made it a protocol not to refer customer to the terms and conditions and to help them out with the issue. The T&C’s should only be referred to in rare occasions only if necessary since I would hate if that happened to me. Thanks for pointing that out as well.
Mike Zaya
CEO
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My response to Mike:
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From: Victor Caballero
Sent: Wednesday, June 15, 2011 1:26 PM
To: Mike Zaya
Subject: Re: I’m very sorry about your experience
I am curious why this customer service rep would be so adamant about the terms and conditions, going as far as to insist that I read them and that maybe I should read them again, like I hadn’t done my homework…. Are your calls recorded? If they are I would love for you to listen to the “call”.
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Mike’s response to my initial response:
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On Wed, Jun 15, 2011 at 1:02 PM, Mike Zaya wrote:
I genuinely mean every word I said Victor. I don’t have a draft email and I don’t do this just to make potentially anger customer to calm down. I REALLY, REALLY care about making sure our customer service is second to none. Beyond that I even expect every customer to be WOWed beyond just answer a question. To keep up with our high top customer service model I know we hired 3 new customer service reps and even though I want them to know our culture and our expectations, it’s just very different then what other companies tell them which is to deal with the call as fast as possible and save the company money at all costs. In fact to give you an idea, with new customer service reps we prove this point by losing money on certain situations to prove to them it’s not an empty policy that just sounds good. I’m sorry to send you this long winded email, but I’m very passionate about this topic! Please let me know if you need anything at all at this point? I also give you permission to use any email you like on your blog. Please let me know if I could be of assistance there as well?
Mike Zaya
CEO
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This was my initial response:
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From: Victor Caballero
Sent: Wednesday, June 15, 2011 12:50 PM
To: Mike Zaya
Subject: Re: I’m very sorry about your experience
Thanks Mike.
I really appreciate that you took the time to respond to my email and query into why I was treated the way I was.
Is this experience and your response something you would feel comfortable if I shared with my blog readers? If not I would like to maybe do a posting on your company and what makes you unique in a very competitive market.
Regards,
Victor
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This was the first email I received after reaching out to PrintRunner on facebook. I got a pretty quick response on facebook and after emailing what I had experience I got this email the following day:
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On Wed, Jun 15, 2011 at 12:45 PM, Mike Zaya wrote:
Hello Victor,
I hope you’re well. I wanted to take the time myself to apologize about your recent experience. I appreciate you trying to let us know about a potential issue and at the same time not receiving the respect you deserve (everyone deserves respect all the time). I am looking into the matter myself with our manager to learn from it and make changes if necessary. Just to share with you the #1 policy we have in the company is the “WOW effect” in ALL departments and not just customer service. That’s to go out of your way for a customer whenever we have the opportunity to do so. This comes before profits, sales or anything else. Thank you for taking the time to write us your comments and feedback, otherwise I would have never known. I personally read every comment a customer is nice enough to write in. We have feedback forms on every page on the website to make sure we are providing the level of service I always expect from everyone in all departments. If there is anything I can do for you myself please let me know. Will is a great manager and I will be meeting with him to see what went wrong. Thanks again for taking the time to let me know the issue and I hope you have a great day.
Thank you and once again I’m very sorry for the poor experience!
Mike Zaya
CEO
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