Some of our clients enjoy smoother sailing than others. Less aggravation, calmer waters... An interesting thought whichever group you fall into! One important reason for this is that some of you understand our systems better than others. And yes, we accept we don't always do a good enough job of explaining them. One reason for this blog is to address the problem with bite-sized tutorials on topics suggested by you or our own staff. So over the next few days we’re going to discuss a few key issues. Here’s our goal: For you, an efficient, easy-to-understand system that gets you back to shooting To View More >>

If you want your order to sail smoothly through our ordering process, please make sure it's ready to go before you send it. Hopefully this post will give you some insight into why that's so important – why even minor changes to an order can cause a lot of work at our end. For example, suppose you request design or layout changes, or send us new versions of image files or album plans. First we have to call up your original order and work out exactly what you want done to it – not easy when we have hundreds of albums working their way through production at any one time. We may need to, for example: To View More >>

We've been talking a lot about smooth sailing lately, with two goals in mind. For you, an efficient and easy-to-use system. And for us, an order that's accurate, error-free and ready to go straight into production. Fair to say then, that it's in both of our interest to sail through the ordering and production process as quickly as possible. But when your order doesn't sail through - what holds it up? Here are a few simple things that we've found to be the most common cause of delays (long delays in some cases). 1) Missing print files (cover images) are the most common - people just forget to include To View More >>

[caption id="attachment_1348" align="alignnone" width="500" caption="Photography by Michael + Anna Costa"][/caption] Although we'd love all our clients to print with us, and most now do, we can't expect that everyone will. It's a huge ask to send your images to the other side of the world for printing.  But sometimes, for reasons that have little to do with the printing itself, we need really tight control to deliver you a good result. Duos are a prime example. The design and craft processes that allow us to integrate digital and matted pages, create split mats etc are intensive and very demanding. To View More >>

A couple of weeks ago I posted about aggravating business policies and touch points, and asked readers to tell us about the things we do that's frustrating! We received three comments. One I've mentioned already, and the other two also raise important issues. Katherine (not her real name) emailed her account manager to say she doesn't like Photojunction. More important, she doesn't like feeling pressured by Queensberry into using it. She feels that if QBY were truly customer focused she wouldn't feel this pressure and could continue in the way that's suited her perfectly for the last seven years. To View More >>