As Rapid Eye Digital embarks on its third year in business, I’d like to reinforce our pledge to offer exceptional customer service. Our purpose is to leverage our creative abilities in order to help people solve problems. In my opinion, if we aren’t helping people, then our art has no meaning.
When I read Yelp reviews, I first look for comments related to customer service. Sadly, it seems many businesses today have forgotten about customer service. Airlines seem to be the biggest offender, where the level of how you are treated is directly related to the dollars you are willing to shell out. Employees paid to greet people in big chain stores, don’t actually do their one and only job. In many cases, the customer is a number and a job well done is processing as many of these “numbers” as possible in a day. It has become so bad that when I actually have someone acknowledge me as a person, it surprises me.
Recently, I was shopping in Safeway. I had gone through everything in my list but needed a jar of English cheese. I thought, crap, where the hell could that be; not on the cheese aisle; not with the other dairy items. With dread, I stopped the first employee walking by to ask. Without coming to a full stop, she hurriedly told me to check the cheese aisle next to where we were standing; then walked off. Uhh, not helpful. On the verge of giving up, one other employee approached. First, this nice old lady’s face lit up with a smile and asked if she could help –shocking. I told her what I was searching for. She told me that she wasn’t sure but she’d go find out. She asked my name, then rushed off. A couple minutes later she hurried back and told me to follow her; took me right to the item, pulled it off the shelf, then asked if she could help me with anything else. Speechless, I shook my head. She told me to have a great day, addressed me by my name, and told me to come find her if I needed anything else. Shocking… I was floored, I felt like ….a person.
My experiences reaffirm my commitment to my customers. My team takes on your problems as if they were their own. I sometimes get text messages late at night from one of my creative leads with a thought about how to solve a customer’s project. We’d like to think of ourselves as an extension of your team; a partner with the same make or break stakes at hand. Your success is our success and a measure of how well we are doing. I view my customers as friends and feel a responsibility to help them succeed in their goals.
Upon entering a project discussion with our team, there are a few things to expect. One, we are straightforward and will explain things in simple terms. We try to help you understand the production process, break down the cost and time, and explain why something costs what it does. Second, you’ll find we are casual; often addressing people by their first name, talking about our personal lives, and even holding meetings in our Mario Bros. themed lounge. If we can’t help you, we take the time to find someone who can or make suggestions for your search. If you do decide to work with us, we make an effort to communicate often and clearly throughout the production. After a project is done and launched, we follow up to see how our video worked out. If you need the video in a new format, need to update the logo or branding, or change the music; we keep the files on hand to quickly do those maintenance tasks for you. Ultimately, my team and I make an effort to get to know your company, its people, and its mission, so we can better help accomplish your goals.
While we make this pledge, we realize we are not perfect. Therefore, we welcome your feedback and suggestions in an effort to better serve you. We hope that at first we’ll leave you speechless, but then you’ll come to expect this exceptional customer service each time we do business.
Thank you,
Ben Young
Partner | Head of Production
www.rapideyedigital.com
www.rapideyedigital.com/blog
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