Posts Tagged ‘customer relationship management’

Gwyn Headley

by Gwyn Headley

Managing Director

In early December last year we had a frantic request from a new buyer (who worked for a long standing client of ours) who wanted a detailed list of images of India. She had to have them within 24 hours, absolute latest.

We worked overnight. The following afternoon we sent her a lightbox with 90% of the images she asked for — nearly 900 of them. She was effusive in her thanks.

Then silence. A month later she emailed to say she’d just created new lightboxes from the material we’d sent, but they were empty. She hadn’t signed in; she’d simply clicked on the thumbnails she liked and assumed that would create a new lightbox. (We must look in to that). So we created the lightboxes for her and transferred the images. Once again, many thanks were received.

Then silence. It’s now March, and it’s time to send her a little reminder. Just before I did so this morning, she sent in a password reset request. So she’s just about to start over. Three months have passed since that frantic, urgent, desperate overnight deadline. Not one image has yet been purchased.

Members rightly ask why they submit images to Picture Calls then don’t hear anything. There’s the answer.

Clients. We love ’em.