Customer service fail, then win
I have contracted a local design studio to come up with a new identity package for our church. We have just adopted a new mission and vision statement, and we’re making some big, sweeping changes all across the church. I have been looking to update our communication pieces for a long time, and this has been the perfect opportunity to do so.
In dealing with this studio, I have had a full swing of emotions. The initial look at the three concepts provided took me through some real darkness. They didn’t look good to me, so I asked a designer friend about it, and he was bothered by all the same things that I was.
At the core, my desires weren’t considered and it was the level of design quality that I could do on my own. I was looking for something that I couldn’t do, something that would convey the image of our church to the world.
Through phone calls and e-mails, the designer as well as the owner of the studio kept telling me that what we got was the best that we could get with the logo we provided them, that they just couldn’t make it look better.
So, I’m ready to cut my losses. I’m ready to pay them some reduced rate for their time and find another studio. Doing so would have damaged our relationship, and would have cut any referrals to their firm from me.
However, the owner called me today, and she said these words, “I prayed about this situation all night last night, and I came to the conclusion that we really didn’t offer you our best in this project. I’m going to work up three new concepts for you.”
I never imagined that I would see a 180-degree turn in under 24 hours. Immediately, a weight was lifted from me, and I could tell that it’s all going to work out.
[...] mentioned before that we’re working on re-branding our church with a new total identity package. We’re firmly convinced of the need of the identity package because we don’t have one [...]