Archive for April 11th, 2006

Stockbyte

Published by
peter
at April 11, 2006 in Customer service and Uncategorized.

1 Comment

Another example of great customer service.

Getty images have bought Stockbyte for $135m. Stockbyte are an Irish company founded in 1997 by Jerry Kennelly and are highly regarded in creative circles for the quality of their imagery.
Last June I took a half day and headed for a coffee in the village. Thinking that the world had probably done the same, I was suprised when my mobile rang and it was a very nice lady from Stockbyte calling me to thank me for my order and enquire if she could do anything else for me.

I was pleasantly suprised because

  1. I had only just purchased the image earlier in the week.
  2. It was the first time I’d bought from Stockbyte.
  3. In the past 6 years of buying stock photo for clients from 4 different agencies, they were the first company to call, say hi and check in.
  4. The image only cost about 100 Euros so it was hardly a big spend.

It was great nevertheless to get the call and the attention. Furthermore, when I got home I had this message in my mailbox

Hi Peter,

Thank you for taking my call today it was great to talk with you.

As I mentioned I will be your Account Manager for the future. Contact me at anytime if you wish to avail of our Free search service, we can usually send you on a lightbox within the hour.

My contact details are as follows:

S Kelleher
email:
Toll Free:

So, nice work from Gerry, Miss Kelleher and all the staff at Stockbyte!

Customer service

Published by
peter
at April 11, 2006 in Customer service.

0 Comments

I’m reading a great book at the moment by Fergal Quinn called Growing the Customer. Fergal is a pioneer in the field of customer care and made sweeping changes to how Superquinn operated based on his creed of always listening to his customers (and taking action on that, of course!). It’s a very simple yet overlooked aspect of any good relationship; the ability to listen.

As a result of this I have been doing more listening myself lately. Listening but also looking. Looking for great examples of customer care in my own every day life and also (perhaps as significantly) looking for bad customer service and learning from that too.

And so here’s a little story where I was fortunate enough to be on the recieving end of great customer care from a dublin outfit I have always been impressed with. It’s a slightly embarassing story too and will make me look like a right eejit. But in the interests of blogging and your own amusement I will proceed.

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