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What would you do?

by sweetcrabhoney18
18 replies
HEY!

So.. I'm publishing a cookbook ; you know the ones that are made for charity? There are a number of companies that do this type of work. I'm leaning towards one called "Jumbo Jacks" because I'm loving their tabs and the many font choices. BUT it seems like their customer service is pure crap. Like 24 hrs to reply to an email and I only got my reply after calling to see how long the reply would take! Rude people. I have this bad feeling that it might be because of my race . That's just because of the attitude I was given. Their excuse for the delay was that there are a lot of cookbooks being printed currently. Aren't there always a lot when its a cookbook publishing company?!

SOO the question is should I just deal with it to produce an amazing book with their features that I REALLY like or just move onto another company that has better customer service but not as good features and might cost 10% more ? What would you do? Brush it off or move on?
  • Profile picture of the author Steve B
    I wouldn't do business with a company that treated me poorly. Chances are, they're going to treat others the same way.

    Find a company that has great customer service, one that bends over backwards to meet customer needs. Then tell them you want a book just like the one that you saw at "Jumbo Jacks" and give them the URL and exact description of how you want it.

    I don't see why a company couldn't reproduce the same thing as a competitor if they are customer-centric.

    It may cost you a little more, but at least you have the satisfaction of not having to deal with being treated poorly and your customers won't have that misfortune either.

    Steve
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    • Profile picture of the author Kay King
      It's so easy to say "I don't blame you" - but I did a bit of research.

      This printing company has been in business for over 30 years - has a good reputation - and has a user friendly site. All of the lists and forms needed to print a cookbook are on the site available for people to use.

      Any questions in emails would be outside the info provided on the site. I would expect those questions would require time to answer and 24-48 hrs for an email answer from a large company is not unusual.

      On the other hand if you are asking questions already answered on the website your email might not be given priority.

      The OP emailed and when the answer wasn't quick she called. We don't know if she called to ask her questions or to ask why her email was ignored? We don't know if the "rudeness" was real or a reaction to a demanding customer.

      What we know is the OP has managed to make the jump to "discrimination" - all because she did not get the fast service she expected.

      If the company offered what I wanted - I would approach it in a more positive way and get the job done. In the end it's about creating the end result you want and if you make it emotional you sabotage yourself.
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  • Profile picture of the author Pete Lauder
    I would be inclined to self publish your work, and have a downloadable PDF.

    I'm sorry, but I couldn't even get Jumbo Jacks website to load, which may please you:-)

    I understand that these charity publications normally have a physical product, but you may be able to provide an online solution if you think about it.

    Good luck, and ditch Jack.

    Pete
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    • Profile picture of the author sweetcrabhoney18
      They can tell by my name. It's often a problem for me.

      Originally Posted by Brent Stangel View Post

      Not in the least.



      I find it hard to believe a 30 year old company is rude to potential customers as a matter of course.



      How (over the phone or email) would they know your race?
      Originally Posted by Kay King View Post

      It's so easy to say "I don't blame you" - but I did a bit of research.

      This printing company has been in business for over 30 years - has a good reputation - and has a user friendly site. All of the lists and forms needed to print a cookbook are on the site available for people to use.

      Any questions in emails would be outside the info provided on the site. I would expect those questions would require time to answer and 24-48 hrs for an email answer from a large company is not unusual.

      On the other hand if you are asking questions already answered on the website your email might not be given priority.

      The OP emailed and when the answer wasn't quick she called. We don't know if she called to ask her questions or to ask why her email was ignored? We don't know if the "rudeness" was real or a reaction to a demanding customer.

      What we know is the OP has managed to make the jump to "discrimination" - all because she did not get the fast service she expected.

      If the company offered what I wanted - I would approach it in a more positive way and get the job done. In the end it's about creating the end result you want and if you make it emotional you sabotage yourself.
      I called to make sure that my email was received. I actually sent it to two different people because I wasn't sure who to email or call directly. I assumed one of the two would email me the same day or this morning but nothing. I didn't jump anywhere -- and nor was a rude or un-positive. It hurt my feelings to not get a reply when I was waiting for one. I'm a super bubbly person naturally so it's not like I was trying to be rude. While on the phone it seemed like the person on the other end had something better to do and didn't really want to reply to my email at all. It seemed like my questions were weird or that I wasn't worthy or something. It hurt my feelings.

      The questions were concerning press -ready books because their sample cookbook says Call or Email for pricing details. It was concerning full color covers and the dimensions needed and the specs required for the tabs I needed. It was also concerning the cost and payment agreements and production times. Those things were not mentioned on the website nor in the sample book I was mailed.

      Morriscookbooks and GandB replied to my emails within a few hours of sending them.

      Why do you feel the need to attack me, Kay King?

      Originally Posted by Pete Lauder View Post

      I would be inclined to self publish your work, and have a downloadable PDF.

      I'm sorry, but I couldn't even get Jumbo Jacks website to load, which may please you:-)

      I understand that these charity publications normally have a physical product, but you may be able to provide an online solution if you think about it.

      Good luck, and ditch Jack.

      Pete
      The intent for this book is for older people / those without kindles and ipads. A physical book is often preferred for charity events and for selling at farmers markets. I'm intending on doing an ebook as well but also want the physical book.
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      • Profile picture of the author Kay King
        I'm not attacking you - I'm questioning your reactions on this.

        I actually sent it to two different people because I wasn't sure who to email or call directly.
        Why would you email TWO people with the same questions? That seems demanding to me as it uses the time of two people. Why would you do that rather than use the specific email address for customer service listed on the website?

        We want to help you achieve the same success that thousands of other groups and organizations from all over the world have enjoyed. Contact Jumbo Jack's, the cookbook printing professionals, today to get started at 1-800-798-2635 or E-mail us at info@jumbojacks.com
        I'm skeptical any time a complaint is based more on hurt feelings than on business practices. If I ask detailed, specific questions and quotes - I don't expect super fast answers.

        Did the other two publishers who answered quickly.....answer the same detailed questions? If so, use one of them instead.

        Have you considered using Amazon to create both a kindle and CreateSpace book?
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        • Profile picture of the author sweetcrabhoney18
          Originally Posted by Kay King View Post

          I'm not attacking you - I'm questioning your reactions on this.

          Why would you email TWO people with the same questions? That seems demanding to me as it uses the time of two people. Why would you do that rather than use the specific email address for customer service listed on the website?

          I'm skeptical any time a complaint is based more on hurt feelings than on business practices. If I ask detailed, specific questions and quotes - I don't expect super fast answers.

          Did the other two publishers who answered quickly.....answer the same detailed questions? If so, use one of them instead.

          Have you considered using Amazon to create both a kindle and CreateSpace book?
          I had to email two people because that's what I was told to do based on the sample book I was given. There is one person who handles the press ready books and another who handles general stock image based books and those they type for you. I had questions concerning elements within both.

          I'm ordering 500 books. That would cost 10k with createspace and take a very long time to get printed. I don't think create space makes binder books. It's about half with either company. The other two companies got my questions answered within an hour or so and I talked with two people with them as well.

          I think my reaction was just fine. What else can I do but ask questions and hope to get polite and personable answers? Have you ever experienced something like this? It seems like you've never had bad customer service and like you're blaming me for getting my feelings hurts.

          I don't know what I did wrong to you but such as life.

          Thank you for your input. I will greatly consider your advice. Have a great week.
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          • Profile picture of the author Kay King
            They can tell by my name. It's often a problem for me.
            You obviously believe that - so for you it's true. For another person it wouldn't be.

            I would choose a publisher based on features, price and reputation - more than on how I think they respond to me personally. But that's just me.

            I don't know what I did wrong to you
            That's just it - you did nothing wrong and it's not personal. Why take it that way?
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            • Profile picture of the author sweetcrabhoney18
              Originally Posted by Kay King View Post

              You obviously believe that - so for you it's true. For another person it wouldn't be.

              I would choose a publisher based on features, price and reputation - more than on how I think they respond to me personally. But that's just me.



              That's just it - you did nothing wrong and it's not personal. Why take it that way?
              I'm sorry for wasting your time, Kay King. Have a good week.
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              • Profile picture of the author Kay King
                What is with the attitudes on this forum lately?

                People want input....but only as long as they are told how right they are.

                You'll learn a lot more in business and in life from those who tell you what you may not want to hear. I know I have.
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                • Profile picture of the author sweetcrabhoney18
                  Originally Posted by Kay King View Post

                  What is with the attitudes on this forum lately?

                  People want input....but only as long as they are told how right they are.

                  You'll learn a lot more in business and in life from those who tell you what you may not want to hear. I know I have.
                  I'm all for learning but delivery is important. You're kicking a dead horse. Putting someone down , calling them names and calling them out just makes it hard to listen. No matter how "good" the advice may be. If you hurt one's feelings when they are already feeling like crap it just makes them feel worst.

                  I greatly appreciate your advice and will consider it while I move forward with this project. Thank you again for your time and your advice. I am very sorry for making you feel that I have the wrong attitude. That was never my intent. I am more than willing to learn but not with my feelings being ignored.

                  Have a good week.
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          • Profile picture of the author HeySal
            Originally Posted by sweetcrabhoney18 View Post

            I had to email two people because that's what I was told to do based on the sample book I was given. There is one person who handles the press ready books and another who handles general stock image based books and those they type for you. I had questions concerning elements within both.

            I'm ordering 500 books. That would cost 10k with createspace and take a very long time to get printed. I don't think create space makes binder books. It's about half with either company. The other two companies got my questions answered within an hour or so and I talked with two people with them as well.

            I think my reaction was just fine. What else can I do but ask questions and hope to get polite and personable answers? Have you ever experienced something like this? It seems like you've never had bad customer service and like you're blaming me for getting my feelings hurts.

            I don't know what I did wrong to you but such as life.

            Thank you for your input. I will greatly consider your advice. Have a great week.
            I'm also thinking you're being a bit sensitive. Business can be testy and you have to really keep your feelings at bay and your head into logistics or you're going to end up crumbling, sitting in a corner and drooling at some point. You think businesses are rough to deal with -- wait until you get unreasonable customers! So first - grow another layer of skin.

            That said - was the person you spoke to actually rude or may they have been under a tad of stress themselves? Learn to sort out the two so you can deal a little more sensitively with a worker that is being slammed to a wall. You are not the only one in business with wants, problems, and feelings.

            Now - if you are sure they were being rude and not just overstressed - are you sure that you were following procedure? If not, they were probably being nicer than they wanted to. If you were - then you need to by-pass them and go to either their manager, or call back to get a different person on the phone, and tell them flat out you like their products so are giving them another chance. Odds are, that will clear up your difficulty. If it doesn't -- flee. Do what Kay suggested and let the next company see what it is you were looking for, and let them know you are there because the company with what you want has terrible customer service.

            Next - if the company that was rude has been in business 30 years, you can bet they have lots of customers of the same race/nationality as your own. I highly doubt that racism has any part in rudeness, so don't even worry about that one. I don't care what your race or nationality - you aren't the only one of your kind that deals with a business unless it's very small and local, and even then probably not in most places.

            Finally - if speed is an important factor to you, you really do need to choose smaller businesses. Unfortunately, you might have to cut features you want, etc. if you chose the smaller company. Make sure you know which qualities of a company that are most important to you when dealing with them because it's unlikely you're going to find one that will completely ace the whole chart. If you do - keep them!
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  • Profile picture of the author talfighel
    If they are treating you badly and you are not happy with them, find other companies.

    It seems to me that they are not taking you seriously and they should. Again, don't work with them and move on to another company who will give you more support and take you more seriously.
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  • Profile picture of the author Brent Stangel
    24-48 hrs for an email answer from a large company is not unusual.
    Not in the least.

    We don't know if the "rudeness" was real or a reaction to a demanding customer.
    I find it hard to believe a 30 year old company is rude to potential customers as a matter of course.

    What we know is the OP has managed to make the jump to "discrimination" - all because she did not get the fast service she expected.
    How (over the phone or email) would they know your race?
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  • Profile picture of the author cyberzolo
    Don't even deal with them or have them as a thought in your mind if you they are treating you badly.
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  • Profile picture of the author Doughnuts
    Sometimes it's best to just pay more for better service than to risk the costs of dealing with poor customer service. Nothing but Headaches!
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    • Profile picture of the author JohnMcCabe
      Everyone has an off day - obviously...

      Try calling with another question, and see if you get the same reaction. If the company has a good reputation, you may have just caught someone at the wrong time.

      Do they have testimonials on their site? I mean real testimonials with the person giving it identified and even maybe linked? Reach out to them and see how they were treated.

      A 500 book order for a charity cookbook is pretty big, so you should get some attention.
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  • Profile picture of the author absolutelee
    I never, ever work with people, businesses, etc, who treat me poorly! There are too many competitors out there who value me. Value yourself. Find a company that values you. Don't assume it's racial. They're probably just jerks.
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  • Profile picture of the author Entrecon
    If this is for a local charity, I would check around for local printers. You might be able to get a discounted rate if they believe in your charity and/or put a line inside the front or back cover saying "Printed by XYZ Printers".

    The other thing to keep in mind is that the more it costs to produce your cookbook, the less money the charity makes.
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