Splendid: Tim, what was our average delivery time for product from Customer Service in September?
Tim: With the new system in place, from the day it is sent to the lab to the day it is shipped out, the average is 3 days. Considering I run orders once a day, I think it is safe to say 4-5 days from order entry to ship.
Splendid: What kind of questions are parents typically asking on the phone or by email?
Tim: Our most common questions are about the Image Download. They want to know more about how to use it. For example, they want to know if they can take it to places like Ritz, share it on Facebook and print it at home.
Splendid: Well, can they?
Tim: Yes, they own the copyright and can print it in high-resolution and share it with their friends and family.
Splendid: Another popular question?
Tim: I don’t want to bore you, but plenty of people ask; “Can I order pictures after picture day if I forgot to turn in an Order Envelope?”
Splendid: We’re not bored. Bonnie says that school secretaries ask that question all the time. What do you say?
Tim: Every child is photographed on picture day and any parent that did not order on picture day will receive a Second Chance Order Form, with a proof image, so they can order a package online.
Splendid: That’s fantastic. Do they get it?
Tim: Yes, they get it! They are relieved to know they can still order a package. Sure they have to pay shipping after picture day, because the orders are delivered to their home, but they really love the idea that they can see the image and then decide to purchase a package on the web site.
Splendid: Thanks Tim.
If you have any questions for Tim, please feel free to contact him at TOBrien@SplendidPortraits.com.