When Carsten and I launched LTLprints.com it was our goal to be transparent about who we are and what we do. We want to celebrate our business, our customers, and our successes, while continuing to be open an honest about our failures.  In this case, I want to talk about the latter.  Yup, we made a mistake.  Fail!

I look to a number of companies for advice on how we should operate and do things correctly.  One of our customers and a company that I have great respect for is Zappos.com. Zappos is known for their amazing customer service. For example, they offer free shipping for any product returns. They do a great job of taking care of their customers.  When I think of how we should run our customer service I often look to Zappos for insight.

When we make a mistake, I want to make it right.   We care about the product and our service and I won’t settle for anything but the best.  Some people talk about it but we make it real.

Recently we received an order for 5 Kanji symbols.  We printed and cut out the black symbols on our unique fabric material.  The prints turned out great, except for a couple which had small white boarders, due to a cutout issue (the blade was off by a millimeter).  This caused a white “halo” around the black prints which obviously is a no-go, especially when installed on a dark red wall.

I’ll let our customer Steve tell you the rest of the story in his own words.

“When my order of kanji decals arrived from LTLPrints I noted a couple of problems with the registration of the print vs. the cut. I wrote them an email and within 5 minutes Kendall called me with an apology and an offer of a free replacement. In order to satisfy me they completely updated the process they use to produce the decals. Excellent job and excellent customer service. I will most certainly be referring LTLPrints to my partners.”

Best Regards,
Steven Wright