Offering great service.

We are photographers.   This is what we love and how we got to our location in life.

So when a photographer makes an investment with us, we try our best to go above and beyond to take care of them.   Everyone gets the same great service, no matter how big or small they might be.    Recently I spent some time on the phone with a customer and he took a moment to rave about us.

Here is a link to the article:    http://blog.jaylance.com/2010/09/11/cool-tool-cool-company/

And here is what he wrote:

Cool Tool… Cool Company!

by JEFF on SEPTEMBER 11TH

As many of you know, I use a combination of Adobe Lightroom and Adobe Photoshop to edit and manage my work. Earlier this year I shot a wedding (this one) and that day I also happened to have two additional photographers shooting with me. The end result was nearly 3000+(!) pictures that I needed to work through after the event. Now Adobe Lightroom is a stellar product, but one of the areas it is a bit… weak… in is keyboard shortcuts.

If you’re a Lightroom user, you know that it’s almost impossible to get any serious work done without having one hand constantly on the mouse… so many of the essential functions have no keyboard shortcuts whatsoever. In my former life I worked in the software industry, and I knew that often times using the mouse is the absolute SLOWEST way to get anything done. This is part of the reason that so many pieces of software have tons of keyboard shortcuts… It’s *way* faster to hit CTRL+C to cut something and CTRL+V to paste it elsewhere instead of having to use the mouse to go to a menu… find cut… select it… go to a menu… find paste… select it… The thought of working my way through 3000+ photographs this way was almost enough for me to trade photography for a nice career in accounting! (Not really.)

As I found myself contemplating the magnitude of the editing job before me, I started thinking that there HAS to be a better way! I began to poke around on the interwebs and it was not too long after that point that RPG Keys entered my life (www.rpgkeys.com. The nutshell description of RPG Keys is that it is an additional USB keyboard which places all of the essential functions of Adobe Lightroom and Adobe Photoshop literally within a single keystroke on an external dedicated keyboard. It’s like having an external 10-key keyboard, except it’s a ginormus keyboard with 58 fully customizable keys.

All was well-and-good until recently when I updated to the latest version of Lightroom… At that point things started to go a little… funky… for me as some of the keys stopped working correctly, others worked fine but also caused Lightroom to give me error messages. (Talk about Lightroom sending mixed messages!) It was then that I found out that it wasn’t just a cool tool I was dealing with, but a cool company as well. You see, at some point in the last couple of weeks I had missed the newsflash that the great people at Riley Photographic (the makers of RPG Keys) had updated their software to work with the latest version of Lightroom. So when I sat down last night (Friday) to do a bit of editing was when I discovered that I was having problems. I emailed their tech support just before midnight (again, Friday night) thinking that with any luck I would hear something by Monday afternoon… at the earliest.

Imagine my surprise, then, when I had a reply waiting for me when I got up this morning… and not just any old reply, but a tech support reply from Tim, the owner of the company! A few minutes later when I couldn’t find the correct download link (it was early… pre-coffee…) I sent him another email, and that was how I found myself on the phone talking with Tim… the owner of the company… On a Saturday morning. I heard the happy screaming of children in the background and apologized for interrupting his family time… At that point he informed me that he was on the way to the airport with his family as he was flying to Portland to do a speaking engagement.

So consider my mind blown. The owner of the company is… helping me with my tech support question… on a Saturday morning… with his family in tow… on his way to the airport… where he’ll be flying out to go to a speaking engagement. I couldn’t believe it. Apparently the death of amazing customer service has been exaggerated. So thanks Tim, you could have let it sit until Monday and I would have been none-the-wiser… But you saved me a bunch of hours and helped me be productive with my time today. You rock. Your company rocks. Your products rock. You’ve got a customer for life in me. For those of you who use Lightroom and want to streamline your workflow (or ‘explosify your workflow’ as the folks at Riley Photographic would put it), I can’t recommend RPG Keys highly enough. It’ll change how you use Adobe Lightroom, and if you have big projects like I sometimes do, it’ll give you your life back as well.

It does make me wonder why I can’t get Bill Gates on the phone when Outlook crashes on me, though…

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