Articles tagged "Customer Support"

Holiday Help: What I Learned at Lulu

Chelsea, Temp, Ninja, Blogger

Ah, the temp. The transient ninja of the business world. Slip in, get the job done, slip out. Leaving behind nothing more than a 95% customer satisfaction score and a legend. Not an easy job, but somebody’s got to do it.

I found myself faced with this task during the holiday season at Lulu. No big deal. I have done customer service before. Phones, emails, chats. I get it. Just show me to my desk so I can do this thing. But at some point – and I’m not sure if it was the multiple puppies I saw around the office or the incredible snacks – I knew Lulu would be different.

I was right. Everyday was pretty awesome. One day I came across a calendar called Peanut Butter Dogs in Lulu’s bookstore, and I don’t think I need to explain that any further. Another perk is everyone at Lulu has a nerf gun, but it’s cool because everyone’s aim is bad, you don’t really have to worry about losing an eye. All that said, what made my experience really awesome was Lulu’s authors, readers and creators.

The support team at Lulu is called Customer Voice, because we hear you and work with you to solve your problem. Prior to this assignment, I had no idea how educational customer service could be. It was an unrivaled opportunity to learn new things. For example, I can now tell you with certainty that male and female Sasquatch smell differently, as well as the best places to visit in Upstate New York during the fall.

On any given day my responsibilities included: recommending a format for a children’s book about rescued Greyhounds; helping a beekeeper find a how-to book on building a top bar hive; or assisting a holocaust survivor in placing another order for his memoir – all published through Lulu. Every day was different. You never knew who would be on the other end of the phone, chat box, or email. But, what you did know, was that you were talking to someone who was doing something that they could not have done without Lulu. And that was pretty neat.

Alas, as is the nature of the temp (and ninja), I eventually had to say goodbye. But, not before getting my very own nerf gun! And all the snacks I could fit in my bag (that was cool, right?).

Thank you to Lulu, the authors, readers and creators.

It was great getting to know you!

Happy Publishing!


Update: We invited Chelsea for a return engagement to help us coordinate upcoming events in the US and Europe. We are delighted she accepted. We wonder what she will learn from this experience?

Tell Your Story: My Last Birthday Wish

On January 9, 2016, a doctor told me: “This will be your last Birthday”

You see, I Vortexwoke up January 5, 2016 and I was totally blind. I called another doctor when the first told me I was diabetic. He said, “I have been around a long time and I know Diabetic retinopathy when I see it.” A blood test was ordered. They found I had High cholesterol, high blood pressure, the starting of kidney disease, and blood sugar of 183. “I told you so” said the doctor.

My brother and Uncle died just two weeks earlier so I advised my family and began getting my affairs in order. While doing so, I stumbled over something I wrote in high school. Forty years earlier, when I graduated high school, my father told me to put childish things aside, but now seemed like the time to resurrect that long forgotten story. A friend staked his journalistic career to help me out.

I began working on my book. As it neared completion, I contacted Lulu and spoke with Thomas. During our conversation, it came out that I wasn’t in good shape and would not likely see my book published. Friends set up a book signing event and funded an order of my books. Time was short, and I worried I might not get the books in time for the signing. Once again, I contacted Lulu to see when they would arrive, and if any accommodations could be made for shipping them more quickly. Thomas agreed to look into it and do what he could.

On my birthday, March 8, 2016, I called for his supervisor (her name is Rachel), and told her how exceptional he was over the last few days. Just to hear his voice lifted my spirits. I was afraid that I might have been a pain and wanted her to know what he did for a stranger and I didn’t want to get him trouble for looking into upgrading my shipping. I needed her to know that he was one hell of a representative for Lulu.

I got the books at 10:00 AM the next day!

I planned this to be my last Hurrah. And because of Lulu and Thomas’ personal assistance, I could achieve it.

That’s not even the end of the story; I told Thomas that someone else would probably complete the series, now it seems he may have to put up with me from time to time; at least for a while! I met with my Doctor this past Monday, she began by saying that on my first visit she needed me to know how serious the problems were and she needed to “scare the hell” out of me if I did not take action.

She sat with me and went through all the frightening signs the initial round of blood tests reveals; my weight, my blood sugar, my blood pressure. And after a month and a half, the improvements were tremendous. I told her that I did what she and the nutritionist told me to do. Cut out sodas, eat fruits and vegetables, cut starch, and eat appropriate servings.

I went through the scariest part of my life in the past month and half, not knowing if I would even see tomorrow, much less see the book published. Now it may be the first of many!

I am very happy to have worked with Lulu to achieve my dream.

Michael DeFranco

The Vortex at Thompson Park

Calling All Lulu Authors

Do you have a story to tell about realizing your dream as a writer?
Do you have self-publishing knowledge or expertise to share with other authors?
Want to expand your digital reach?

If so, we are looking for authors like you to share your story with our blog audience. Email your 250-500 word story to PR@lulu.com. Include a brief biography and a link to your published work. We will do the rest.

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