Customer Service done right

I recently ordered some business cards from an online printing service called Moo. First of all, I am very happy with the result and can openly recommend anyone to use their service. The online tools are intuitive and their products are simply amazing. But mostly I have to give the credit for their level of customer service.

When I received my cards I was really happy with them. Got them 100% cotton cards which feel amazing and unlike anything in terms of quality. But then after a months time I noticed that the print actually had shifted towards the edge more than I had imagined they would. Now.. The design already took bleed ad offset into consideration and with plenty of white space as well, why I didn’t pay much attention to it initially. But then after a closer look they all had this slight alignment to the left and not centred as I wanted them to. The interesting part was that all of them were identical and all had this misalignment so I thought that this could be prevented in the future if I just make small adjustments.

So I wrote to the support team and asked if there was something I could do for future prints. I noticed the slight misalignment and wanted to make sure if I could do anything to the PDF before uploading as it was consistent throughout the entire production. Not 2 hours later, I received a confirmation on a new production of cards and then shortly after a reply from the support team (Shoutout to Melanie) explaining that it is common for prints to shift slightly during production, but she would make sure to ship me a new batch seeing if she could make the alignment more centred.

Mind you - I never asked for a new batch nor complained about the results. It was only in my interest to hear if I could perfect the uploads even more in order to achieve better alignment, but ready they were to give it another try and I was tremendously happy for the treatment.

The reason I see this as customer service done right, is that they saved a bunch of support time and potential arguments, by just sending me a new shipment and ensuring me a better alignment. As a company like Moo, the potential amount of time spent on conversation, information exchange, reclamation, and so on, surpasses the costs of a reprint, and this also showed me that the company doesn’t want to discuss minor issues. They want me to have a great experience beyond anything.

Needless to say that they has earned themselves a regular customer. Money saved on cheaper solutions can’t compete with the level of quality, attention to detail, experience and service provided by professionals.