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I am wondering what happened to customer service at shows (NOT talking management)

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  • I am wondering what happened to customer service at shows (NOT talking management)

    Where has it gone? Seems the last several times I have ordered pictures, DVDs, or really anything at the shows, they take way beyond the promised time to receive. It's interesting that some of those very vendors are on here b^tching about overhead, expenses, making ends meet, etc. Perhaps if their service were better, business would be better, too? Sorry for the rant. Is it just me or is customer service lacking in these areas?

    ETA: And it seems prices keep going up, despite the decrease in customer service.

  • #2
    I've had the same experiences this year a few times.

    I emailed one photographer about ordering prints as well as purchasing rights to a few photos for advertising purposes - would have been a decent sum of money, and her website indicates you should email for this type of request. No response. Emailed a second time, then a third time - still no response. And there is no phone number on the site.

    And I spent over an hour at an embroidery trailer designing the logo for farm jackets, choosing jacket style, etc. - vendor said he'd email me mockup within a week...that was at the beginning of the summer. Somehow, I've misplaced his business card, but I *know* he has my contact info as I filled out a customer card that went right into his file, as well as purchasing over $100 of merchandise at the show. And his customer service at the show itself was great - but he has missed out on a $1K+ order by not getting in touch with me!

    It's hard to understand how people are willing to lose legitimate business in this economy...I just don't get it either.
    Ristra Ranch Equestrian Jewelry

    Comment


    • #3
      Originally posted by APirateLooksAtForty View Post
      Where has it gone? Seems the last several times I have ordered pictures, DVDs, or really anything at the shows, they take way beyond the promised time to receive. It's interesting that some of those very vendors are on here b^tching about overhead, expenses, making ends meet, etc. Perhaps if their service were better, business would be better, too? Sorry for the rant. Is it just me or is customer service lacking in these areas?

      ETA: And it seems prices keep going up, despite the decrease in customer service.
      Was just wondering this very same thing myself. I am an exhibitor and a vendor and ordered a video from a large, Florida horse show that took place in FEBRUARY. I just got my video TODAY (Nov 16).

      I originally ordered the video in person in May and got: "sure, you'll have it in 3 weeks", 3 weeks later it was "2 more weeks", then I got "we don't actually have the master tapes from that show, you'll have to call another company - they have the masters and won't give them to us", at which point I just gave up. Then, out of the blue, I got a call from the original company saying they finally had the masters and would I like to still have the 3 trips on video at $40/trip? um, no thanks. When I said no thanks, he all of a sudden was running a special that day and I could have all 3 trips plus shipping for $80. Tape already made up and ready to go, just give us your credit card. So I did. It took another 2 WEEKS to get the video!

      Appalling, really. Good thing it wasn't a sale horse and was just for my own entertainment.

      As a vendor starting a new business, I cannot imagine treating my own customers that way.
      http://www.poochpaddock.com/

      http://www.facebook.com/pages/The-Po...4588358?ref=mf

      Comment


      • #4
        POSTED BY VANDY: I emailed one photographer about ordering prints as well as purchasing rights to a few photos for advertising purposes - would have been a decent sum of money, and her website indicates you should email for this type of request. No response. Emailed a second time, then a third time - still no response. And there is no phone number on the site.


        Ditto this too. I wonder if it was the same photographer. In addition to emailing her, I also left a voicemail on her cell, which I had gotten from a mutual friend. No response whatsoever. Not going to chase someone down to give them my hard earned money! I'd rather do without the photo(s).

        I have since heard that this same photographer, who has been a significant presence at a very large winter circuit in FL for many years, has decided not to go back this year because she "can't make any money at those shows".
        Last edited by PoochPaddock; Nov. 16, 2009, 03:41 PM. Reason: quote credit omitted from original post
        http://www.poochpaddock.com/

        http://www.facebook.com/pages/The-Po...4588358?ref=mf

        Comment


        • #5
          If I were speculating, I would suspect that a lot of small businesses that might have had 2-3 people behind the scenes doing work now have less people, and they probably eliminated those positions in advance of knowing what the demand would be (probably because it was easier not to hire for winter and to go from there, rather than to lay off after demand has already dropped). Also, I would speculate that a lot of small businesses are having a hard time keeping their supply accounts paid in full and current, which could delay their ability to keep inventory full/complete custom orders.

          I don't have a clue, but since that is the boat everyone else is in, I don't see why they are different. And the businesses that juggles all that and customer service is likely to be the ones that survive. C'est le guerre, er, the economy
          Your crazy is showing. You might want to tuck that back in.

          Comment


          • #6
            I wouldn't exactly say it's a new development.

            About 12 years ago, I tried to buy pictures from one of the big photographers at WEF. She never returned my repeated phone calls, so she never got my money. I don't understand why business people turn down business.

            There are plenty of people who do provide good service, so I choose to support them.

            Comment

            • Original Poster

              #7
              not really many "media providers," at least not in my neck of the woods, provide good customer service.

              another photog has a website that was not working properly for ordering. I called and left him two voicemails asking if I could order the pics over the phone. no response.

              Comment


              • #8
                Some businesses are small businesses, while some businesses the same size are successful businesses. Being a good photographer, etc. does not necessarily translate into being a good businessperson.

                Comment


                • #9
                  Originally posted by PoochPaddock View Post
                  Was just wondering this very same thing myself. I am an exhibitor and a vendor and ordered a video from a large, Florida horse show that took place in FEBRUARY. I just got my video TODAY (Nov 16).

                  I originally ordered the video in person in May and got: "sure, you'll have it in 3 weeks", 3 weeks later it was "2 more weeks", then I got "we don't actually have the master tapes from that show, you'll have to call another company - they have the masters and won't give them to us", at which point I just gave up. Then, out of the blue, I got a call from the original company saying they finally had the masters and would I like to still have the 3 trips on video at $40/trip? um, no thanks. When I said no thanks, he all of a sudden was running a special that day and I could have all 3 trips plus shipping for $80. Tape already made up and ready to go, just give us your credit card. So I did. It took another 2 WEEKS to get the video!

                  Appalling, really. Good thing it wasn't a sale horse and was just for my own entertainment.

                  As a vendor starting a new business, I cannot imagine treating my own customers that way.

                  An update on the above: I just checked my credit card statement. I now have been charged the $80 quoted by Productions East for the long-awaited 3 trips from Ocala PLUS another $128, which hit my card two weeks after the $80 charge. We'll see how long it takes me to get my refund for the extra charge! Very interesting customer service.
                  http://www.poochpaddock.com/

                  http://www.facebook.com/pages/The-Po...4588358?ref=mf

                  Comment


                  • #10
                    Productions East Video double-charge for 3 rounds on dvd.

                    Originally posted by PoochPaddock View Post
                    An update on the above: I just checked my credit card statement. I now have been charged the $80 quoted by Productions East for the long-awaited 3 trips from Ocala PLUS another $128, which hit my card two weeks after the $80 charge. We'll see how long it takes me to get my refund for the extra charge! Very interesting customer service.
                    5 telephone messages and 2 emails inquiring with Productions East about the extra $128 charge on my credit card. I only authorized $80, which was charged the day of authorization. The additional charge went thru 2 weeks later. Absolutely ZERO response from anyone at Productions East. I will have to dispute the charge with my credit card company. I will NEVER buy a video from them again.
                    http://www.poochpaddock.com/

                    http://www.facebook.com/pages/The-Po...4588358?ref=mf

                    Comment


                    • #11
                      I have videos from them and they are in IMHO crap!!! And very very expensive. I will have to find the info, but the family that shoots the NEHC finals at the BIG E show grounds have incredible videos and do such a good job. I'm kicking myself for not getting the video this year. I wish they were big enough to do the big shows!!!!


                      I just ordered a candid picture from Lili Weik, saw it online, ordered it and got it 3 days later!! Very impressed!

                      Comment


                      • #12
                        Equis Productions (Pat and Jessie Collins) is also quite good. I got a bunch of trips from Jacksonville last year from them. I had the video in my hand the next day!
                        http://www.poochpaddock.com/

                        http://www.facebook.com/pages/The-Po...4588358?ref=mf

                        Comment


                        • #13
                          It once took almost 6 months to get a proof I ordered.. several emails later I get.."oh sorry.. I was in Florida for the winter circuit".. gee thanks... Finally get a package in the mail and its someone's WEDDING PHOTOS!!
                          Another month goes by and I finally get my proof. He added a second proof for free but I dont know that I would order proofs from him again..
                          Love and Laughter - 2005 TB Mare - Boss Mare
                          Foxfire Lacey - 2007 Half Welsh Superstar
                          New Sensation - 1986- 2014 Love you to the moon and back

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                          • #14
                            That company named a few posts ago??? That's nothing new.

                            Maybe 10-12 years ago now I waited forever, like 5 months-but was charged up front. Got to where I simply would not order unless I could get it in my hands before leaving the show, that was the VHS days, no idea if they can burn a DVD for you from a Thursday class and have it that weekend.

                            Not to defend sloppy business practices at all but...it is getting more and more expensive to rent space while customers want to pay less and less. Plus vendors like photographers and videographers blow through alot of time and material for the 20 or 30% that actually buy something.
                            When opportunity knocks it's wearing overalls and looks like work.

                            The horse world. Two people. Three opinions.

                            Comment


                            • #15
                              Not to defend sloppy business practices at all but...it is getting more and more expensive to rent space while customers want to pay less and less. Plus vendors like photographers and videographers blow through alot of time and material for the 20 or 30% that actually buy something.[/QUOTE]


                              Agreed. I am also a vendor at many of the same horse shows where this particular video company operates. It is VERY expensive to be on the grounds as a business at the large, AA horse shows. And mistakes do happen. I can forgive the double-charge on my cc. I cannot forgive ignoring my requests to get it resolved.
                              http://www.poochpaddock.com/

                              http://www.facebook.com/pages/The-Po...4588358?ref=mf

                              Comment


                              • #16
                                Why do so many small businesses fail at customer service?
                                1) Lack of experience, and 2) personality type. So many (not all, obviously) people who go into business for themselves are motivated by an intense desire to not be told what to do. When you run into a small business with lousy customer service, you're probably dealing with someone who hated having a boss from the time their kindergarten teacher tried to show them how to open their crayon box. If you hated having a boss, any boss, you probably never learned good business behavior, including basic customer service, from him/her. Some people seem to learn on the job, but some seem to spend their entire lives complaining how customers are needy and demanding and whiny.

                                Originally posted by PoochPaddock View Post
                                5 telephone messages and 2 emails inquiring with Productions East about the extra $128 charge on my credit card. I only authorized $80, which was charged the day of authorization. The additional charge went thru 2 weeks later. Absolutely ZERO response from anyone at Productions East. I will have to dispute the charge with my credit card company. I will NEVER buy a video from them again.
                                That goes way beyond lousy customer service.

                                Comment


                                • #17
                                  Originally posted by PoochPaddock View Post
                                  POSTED BY VANDY: I emailed one photographer about ordering prints as well as purchasing rights to a few photos for advertising purposes - would have been a decent sum of money, and her website indicates you should email for this type of request. No response. Emailed a second time, then a third time - still no response. And there is no phone number on the site.


                                  Ditto this too. I wonder if it was the same photographer. In addition to emailing her, I also left a voicemail on her cell, which I had gotten from a mutual friend. No response whatsoever. Not going to chase someone down to give them my hard earned money! I'd rather do without the photo(s).

                                  I have since heard that this same photographer, who has been a significant presence at a very large winter circuit in FL for many years, has decided not to go back this year because she "can't make any money at those shows".
                                  I think I know who you're talking about and I will never buy a photo from her again. Three-week-long show series. Before every big eq class, my mother and I asked if she would be shooting that class. She said yes, of course. Never did. Four other competitors and I walked into her trailer the morning of the last big eq class of that series and said "Hey look, we've all been waiting and we have no pictures of us. You're a great photographer, the pictures will be great, we'll be buying. Come spend half an hour at our ring instead of taking photos of the schooling jumpers." She said OK. And spent her time taking photos of the schooling jumpers.

                                  I can forgive a photographer who takes photos of the Short Stirrup kids instead because that's where your money is, but my sister was in the Short Stirrup at that same show and no photos were taken of her either.

                                  Another local photography company decided, in the middle of a pony medal final, that it was "too muddy" and walked out before the ribbon presentation. It was awfully muddy and the class had to be delayed in the middle due to rain. But still, wait 10 minutes and take pictures of the kids! How many parents would buy a picture of their gap-toothed grinning seven-year-old clutching a ribbon the size of their heads? (Same company left early at another show later that year, but I don't know what their contract had stated about how long they were staying.)

                                  Makes me glad my sister has a camera.
                                  "I'm not always sarcastic. Sometimes I'm asleep." - Harry Dresden

                                  Amy's Stuff - Rustic chic and country linens and decor
                                  Support my mom! She's gotta finance her retirement horse somehow.

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                                  • #18
                                    This thread is very depressing to me. We have been in the video business for 15 years and have done our utmost to provide top quality product with superior customer service. Some types of shows, customers went home with their videos in hand. Others (h/j; reining; cutting) we promised that the video would be received within two weeks. It almost ALWAYS was out within 3 days and shipped Priority Mail.

                                    2009 marked the end of video for us, due to the demise of VHS and the cost of replacing equipment.

                                    However, we are still in the photography business. I work full-time, so cannot get proofs up online within 24 hours, but our cards distributed at shows indicate the URL and the date when proofs will be available (3-4 days - and almost always they are up ahead of schedule). From order to shipping is promised as 'within two weeks'. If for some reason there will be a delay, the customer is notified.

                                    Customer service is so very important. That and knowing your discipline. Anyone with the $$$ can buy a decent camera and anyone who takes the time to read a bit of the manual can put the thing on 'motor drive' and get one or two decent shots out of 15 or 20. It's being able to get 'the shot' clicking the shutter ONCE that sets the experienced photographer apart.

                                    There is a way that you can effect a change - give show management the name of a reputable, top-quality videographer or photographer and encourage them to hire that company instead of the one you are unhappy with. And tell them WHY the one who's always been there is NOT providing professional service. Many of us have contracts that are renewed year after year - that makes it easy for everyone involved. If no one complains, how is show management to know that there's a problem?

                                    Best wishes - for a happy, healthy new year and successful, safe showing!

                                    Carol
                                    www.ayliprod.com
                                    Equine Photography in the Northeast

                                    Comment


                                    • #19
                                      This recession is likely going to separate the men from the boys in terms of who survives and who does not survive. Hard to believe that companies that operate like this do survive. But this time around, many won't.

                                      Comment


                                      • #20
                                        Can I just say that I'm so grateful for our local photographer, Tass Jones. If I place an order on Sunday, I usually have the pictures by that Friday. She's a bit expensive, but having worked for her, I understand the overhead (and that many, many people just steal the images from the website and never actually buy them which costs her a ton.)

                                        Another kudos to Paradise Embroidery. I see them once a year when they are at the SB Turkey Show. They always do what I request quickly and correctly. This year, I dropped something off on Thankgiving day and the only time I was going to be able to pick it up was fairly late on Saturday night as I was driving back home from my mother's. They gave me their cell # and had me call when I was 30 minutes out...met me at the trailer and all was fantastic.

                                        YEAH for good...or rather, great customer service.
                                        Keith: "Now...let's do something normal fathers and daughters do."
                                        Veronica: "Buy me a pony?"

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