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In today’s competitive business environment, it absolutely baffles my mind when I come across a company whose customer service is not only bad, it down right sucks! Naturally, it’s usually the larger companies who have so much business that fall into this trap. They don’t care how they treat their customers, nor does it dawn on them what they can really do to keep their customers happy. As is usually the case, it’s when something bad happens that their true colors shine.

Here’s an example of a bad experience I had last fall. Take this as an example of what  NOT to do.
It has to do with a company in southern California that sells and processes super 8mm and 16mm film. Since we started offering this as an option in our wedding productions last summer, I decided to use these guys because they are one of the best known.  Anyway, I ordered 4 rolls of super 8mm to be delivered overnight. I wanted to use the rolls for the promo video I was shooting for Gene Higa Photography, as well as for a wedding that weekend. Well, the company sent it two day air on Thursday via an overnight carrier. But, since this carrier doesn’t deliver to my area on Saturdays, I didn’t get the rolls of film until the following Monday.

To make a long story short, I called to complain that not only did I not get it overnight as I requested (they claim I didn’t request overnight and only charged me the 2-day air price), but I didn’t even get it in the 2-day time frame for which I paid. I naturally requested a refund of my $25 shipping. They refused. I debated with the owner of the company for almost an hour (I know, that was stupid on my part. It wasn’t so much about the money as the principle). She claimed originally that it was the carrier’s problem and they couldn’t be responsible for mistakes made by their shipper.

Here’s the problem. I paid THEM for the shipping. It would be different if I had made arrangements with this carrier myself. But I didn’t, they did. Nor did they give me another option. So, since my money went to them, they are the ones responsible for dealing with any problems caused by vendors they hire to deliver services to their customers. Passing the buck to this carrier would be like our company sending a batch of bad DVDs to a client and telling the client, “Oh, you have to contact the makers of the DVD media. Sorry.” No. No. No. If you use a third party to provide a product or service to your customer, the buck stops with YOU!

Now, to be fair, this company ultimately did refund my money, but only after I had to deal with the carrier who naturally said that since I didn’t pay them, I’d have to go back to the vendor. It was a major hassle. Thank goodness for American Express.

Cinematic Studios just completed a promo video for Jules. I think it’s one of the most unique promo campaigns we’ve produced. It’s designed like a movie trailer, which is perfect for Jules since she used to be in the movie bizz (and I suspect she secretly wants to be a star.) We even created a movie trailer website to display different sizes and formats of the video, including a cool iPod version.

Click the image above to view the trailer website and watch the videos. If you’re interested in setting yourself apart from the competition with a totally rockin’, absolutely unique, promotional video and trailer website, shoot me an email or give us a holler at 888-449-8530.

technorati tags: Jules_Bianchi, Photography, Weddings, Videography, Promo_Video, Cinematic_Studios

Next week I’ll be in Chicago, IL filming the Pictage PartnerConference. Many of you may already be familiar with this photography powerhouse. In just seven years, they have become the industry leader of online image hosting, printing and sales solutions, and services to professional photographers. They simplify and streamline the process for photographers to upload, color correct, create albums, and print photos for their respective clients. This is one of two conferences they hold each year (the other is in L.A.) to educate professional wedding and event photographers. Cinematic Studios will be producing a very cool, kick-butt promo video of the conference.

Speaking at the conference will be such photography luminaries as Denis Reggie, Mike Colon, David Jay, Me Ra Koh, Sara France, and more. It’s an honor to be the official videographer of the event. I’ll be sure to post the video once it’s done.

technorati tags: Pictage, PartnerCon, Denis_Reggie, David_Jay, Mike_Colon, Me_Ra_Koh, Sara_France, Cinematic_Studios, Photography

There are three main areas in which you can raise your perceived value:

1. Raise Your ACTUAL Value. First and foremost, make sure you’re producing a quality product and providing quality service. Once a client gets past all the sales and marketing hype, you have to deliver. If your product can’t back up your hype, go back to the drawing board.
2. Price = Perception. People associate quality with price. If you have a low price, you’ll have a low perceived value. A high price will result in a high perceived value. Even if the quality isn’t really there. Most of the expensive name brand products you buy at the store are made of the same material or ingredients as the generic stuff, but because they are more expensive (and have fancy packaging) people assume it’s better. If you say your prices start at $5,000 or $10,000, clients will look at you like a $5,000 or $10,000 vendor and just take for granted you’re worth it. (The hard part, of course, is finding the ones willing to invest that much in you).
3. Branding. I can’t say enough about branding with regards to perceived value. There are so many ways to define “brand.” But, one of the simplest is just the feeling or thoughts that people have about you when they hear your name or see our product. What do you think about when you hear “Ritz Carlton”? Now, how about “Motel 6″? So many things make up your brand: your website, biz cards, brochures, the work you do, how you dress, how you communicate with clients, etc. They all should flow together and support the image you want to have of your company.

Remember, the optimum word here is “perceived.” How will people perceive you or your business when they first meet you or come in contact with your website. In the end, make sure the perception is fulfilled in the product and service you provide. If not, you won’t last very long.

In the article I wax philosophic about the importance of wedding video, how I got into the business, and my hopes for the future. The author did a great job at relaying exactly everything I said. Usually in pieces like this they always get something wrong. My hats off to Stephanie Derammelaere for getting it right. And what’s really cool about it is that it’s nice and long, but exciting all the way through.

Let us know what you think about the article.

technorati tags: North_Bay_Biz, Cinematic_Studios, Wedding_Video, Main_At_and_Garden_Center

For those of you in the wedding and event business who have worked with us (or want to work with us), we encourage you to still refer clients our way. All we ask is that you make sure they’re a good fit for what we offer. That means that 1) they like our unique style, and 2) are willing to invest our minimum rate ($5,000 as of this blog post). When you get a moment, visit our new website and tell us what you think.

Here’s to a new beginning.

Next week we have the pleasure of traveling to Vegas to produce a promo video for WPPI (Wedding and Portrait Photographers International). This is perhaps the largest convention of its kind. Nearly 10,000 photographers from around the globe will converge on the Nevada desert to learn from the best in their field. And behind the scenes filming it all will be little ol’ me. It is a great honor to be able to produce this video for WPPI. Some of the most successful visual artists in the wedding and event world will be on hand. Renown photographers like Denis Reggie, Mike Colon, Joe Buissink, Bambi Cantrell, and many, many more. In fact, our Bay Area’s own Gene Higa and Alisha and Brook Todd will also be teaching at the convention as well. If you haven’t already done so, check out the video we made for Gene to open his presentation. When we finish with the WPPI video we share it with you too.

technorati tags: WPPI, Las_Vegas, Denis_Reggie, Mike_Colon, Joe_Buissink, Bambi_Cantrell, Gene_Higa, Alisa_and_Brook