When good service counts

22:32, Sep 06 2012

I'm puffed as I write this but I feel I need to get it down quickly.

I have just returned from a power walk to pick up my DIY wedding invites from The Big Picture, a little print place here in Wellington.

A lovely person I know had designed our wedding invites for us and I was SO excited to go pick them up. 

I'd bought this pretty paper from Gordon Harris ($100), and due to time constraints (i.e. it's my last days in Wellington!) I neeeeeeeded these invites printed ASAP. 

Anyway, the lovely girl there sorted out the invites for me, worked out I needed a bit more paper (which I went and got) and when I went to pick them up 24 hours later, she proudly gave me the stack of printed and wrapped invites, ready to go... but then there was another pile.

It was invites, our invites, on the same paper, but in a different colour design.


Despite my designer's recommendations, I didn't do a test print and just blindly believed that everything would be OK.

Turns out, about three-quarters of the way through the print, this astute worker had noticed the colour wasn't right (It was way different from what displayed on the screen) because of some file-type issue.

So she halted the printing, sourced paper that was almost identical (left over from another wedding apparently!), fixed the file (I don't know what the technical term is for what she did) and had them all printed perfectly - and I was none the wiser.

I just wanted to point something out here. This error was completely 100 per cent my fault. I should have done a test print.

But what I loved about this experience was that the young lady who was helping me out obviously knew that they were wedding invites, and knew I was stressed out and frazzled and going a little bit crazy (hint: don't try to move house alone and change your job while planning a wedding. Not fun).

Instead of calling me and saying "Ummmmmmmm there's been a wee bit of a problem" (cue bridal hysteria down the phone), she used her initiative and solved the problem before I even knew this was a problem.

I said thank you half a dozen times, then walked out (OK, power-walked out, on to my next errand) thinking to myself "Did that just happen?"

I was floored. You know, when you have that customer service experience that just leaves you gobsmacked because you are just so appreciative of someone's good deed? It's the best feeling. And as a stressed out bride-to-be - with just three and a bit months to go - I couldn't have been more in need of a good deed like this.

So Chantal, and Chantal's boss. Thank you. Again.

Have you had a similar good customer service experience while planning your wedding?

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