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July 23, 2012

Customer Service – The Bovine Does It Best

All the business cards!I have more business cards than I know what to do with. But that’s ok – I didn’t pay for most of them. Once you’ve read this, you’ll either be terrified of ordering your next batch of cards from Moo, or be ready to place your order immediately. Or you might just be indifferent about it altogether. I’m not a mind reader.

Are you a glass half-full or half-empty person?

What the hell am I talking about?

My business cards elicit some interesting reactions. Most of them involve laughter. I assume it’s because most people don’t expect a business card to greet them with such a facial expression. But that’s exactly what I’m going for when I give you a card. I want you to remember me, after all.

When I ordered a new run of cards from Moo.com, I uploaded a new custom design (created for me by Petra Cuschieri, graphic designer extraordinaire) to their design tool, and placed the order. Two weeks later, they arrived.

To my dismay, there was a white stripe across the top of each card.

Bad news first, right?

The bum cards.There was a problem with the bleed on the first run of 100 cards, resulting in a white stripe on the top of each card. After one of Moo’s support representatives attempted to fix the problem, the second batch I received had no stripe, but the design was zoomed in and misaligned.

A third replacement batch arrived, and the alignment issue had been corrected, but now there was a stripe across the bottom of the cards. It took 300 free cards before someone identified the issue and instructed me correctly on how to resolve it.

Don’t worry, there’s good news!

Moo’s support department is stellar. Their people were quick to send me reprints, and didn’t even ask for proof of the problems with the bad batches.

Despite the fact that I had to wait a few extra weeks, due to all the bad batches, I was never given a hard time, and each of my emails was responded to quickly. These people are really nice.

Bottom Line (No Pun Intended)

I have 400 cards for the price of 100. 300 of those are slightly messed up, but they’re still usable in many situations, and I’m still a satisfied customer.

Customer service like this is what truly sets a company like Moo apart from its competitors. They messed up again and again, but they didn’t stop trying to make it right until I was happy again. And they did it politely, and with style. I can think of at least one company who would do well to heed Moo’s example (See: Customer Retention – You’re Doing It Wrong).

So, ideas on what to do with 300 bum business cards? I was thinking about hauling a giant fan up to the top of the CN Tower…

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