Here is the situation... My local lab never offered press printed products. They had said they were not archival, and they didn't want to sell them. I told them I would go to another lab to get them, because my customers and I wanted them. Well, because everyone else wanted press printed products... they finally started selling them. I think they contract with another business. They don't actually own the machines.

I was currently ordering my press printed products from http:www.prolabexpress.com, and I was ordering things with pearl paper from WHCC. I have been happy with both of those companies.

Well, I decided that on my own personal family cards, I wanted to do them in pearl paper. I thought I would try 1 set from WHCC, and one set from my local lab, to compare the two. I have a great relationship with my lab. I have been very happy with all my stuff from them. If I ever have a problem with something, I call them and they fix the problem right away for me. I never order prints from any other lab.

I got my order from WHCC, and was very pleased with the cards. Today I went to my lab and picked up my cards there. I don't like them. They are not as nice. The coloring on them is not as good as WHCC. It looks like the ink bled a little more if you know what I mean. Now, they are not terrible, a customer would probably think they are fine.

So, now I have two choices... do I just say to myself.... "Oh well, I know not to order them from my lab again." Or, do I go and show the difference to my lab and let them know that I don't care for the quality of it compared to WHCC, hoping that they would take that as constructive critisism and that they would work on trying to produce a better product.

What would you do?

I'd tell them! Any good business person would much rather here from you than just lose your business in that area without knowing why. It's very nice of you to be willing to take the time to go down there and show them your samples. I can't imagine they would take offense to it, but if they do just shrug it off, it's a good thing you're doing...

Thanks Bill,
If I tell them, I don't want to come across wrong. I would hate it if one of my customers said, "Ya know... we got some portraits done by you and some done by XXXXXXX photography, and we liked that photographer better..."

I don't think they'll take it that way. As a photographer what we do is 'art' and as such it's somewhat subjective. I personally wouldn't be offended by the statement you quoted. I might think the person who said it a little brash, but I know my style, pricing structure and available products aren't for everyone. That works out great since I only have to capture a very small part of the local market to stay in business. Your lab on the other hand is in a business that's not subjective and would likely like to capture a LOT (or even all) of the local market (for high end products) and I think they'll appreciate you pointing out that you got noticeably better quality from WHCC than from them on the same products. Maybe their printers were having an off day, maybe they need to find someone else. Maybe they just can't match the quality and still turn a profit on those products. In any case it's good information to have and nice of you, a concerned and loyal customer, to pass along.

Given the chance I always ask customers that choose someone else why they did, don't you? ;-)