Gavin is on the road again for 3 months filming and photographing. You can follow their trip here. Barry and Dennis found the keys to the garage. Who knows what will happen. Good job guys.
I’m Gavin Seim – I’d like to introduce something to you today called REAL Service. It’s not new. In fact used to be pretty common. But rare now and I’ve decided to back it with further action. We’ve always cared about service here, but it’s time to make it official and to take a stand against lousy service. To take a REAL Service pledge.
I’ve had it with the lack of service from today’s businesses large and small. Rude, non resolving service, people hanging up on you, ignoring your problems, making excuses, rolling their eyes, saying it’s not their job. I get it all the time.
I started working the family store when I was about ten and by age thirteen was the manager of cellular phone sales at Grant’s. Those were the early days of cell phones. Analog hand programming. Customer resolution. I gained an honest understanding of service and I am shocked by the terrible lack of it today.
I’m on a mission to not only improve service at Seim Studios, but to talk openly about Real Service – Bad service is generally done to save a buck. But it’s not worth it. It costs more in the long run and it’s wrong. Real Service always pays off.
What do I mean by Real Service? I mean satisfied customers. Things like our phone number in the upper left so you can contact us directly. Actually caring and resolving customer issues, even if it means we have to put in overtime. I mean not nickel-and-diming people for support, a glass of water or an extra packet of mustard sauce – Give Them the Pickle.
Real Service is the opposite of what companies like Adobe, US Bank, AT&T and countless others are giving me lately. Much like freedom, it seems some are forgetting about it. Not here – I won’t make the excuse that I don’t have the resources to help you or that I only have time for email support. I operate in both retail photography, software tools and education. I’m here to tell everyone that a company has no excuse, none, for not giving full service.
There is NO excuse for not responding to emails.
There is NO excuse for not having a contact phone number easily available.
There is NO excuse for blaming for others and leaving the customer unhappy.
There is NO excuse for circular phone menus that waste the customers time.
There is NO excuse for charging the customer in any fashion because your company messed up.
I am Gavin Seim and here at Seim Studios we offer Real Service. Whether you bought a portrait, a workshop, software and anything else. No matter how busy we get. We take this pledge.
REAL Service is not something computers do for you – It’s not something from a book, or a line in a policy manual – It’s not an excuse – Service means YOU raise a finger, a hand and sometimes even an arm or a leg. You do the footwork, you look into the problem and you do your dang level best to resolve it – You make the customer happy. That’s service. That’s what we pledge to strive for – If we miss that mark, we ask that you remind us.
I’ve put in in words. This is the ideal we operate on here. So if you you have a question, a problem or feedback, just visit this page and get in touch. Or just phone be direct. 509-951-4860.
Everyone is welcome to use the Real Service pledge for their own business. I hope other businesses will join us in making a commitment to our customers. And when you find a business that is giving great service, don’t forget to let them know you appreciate it, leave them a great review and keep the momentum going.
Lets put an end to cruddy service and start demanding more.
This is an article I was originally asked to write for Professional Photographer Magazine, a good read – The problem was that editing department hacked it up so badly that it was barley even my words anymore. Such is life, but I opted to not have it published. Below is the full version of the article with a few extras since I didn’t have a word limit here. Enjoy – Gavin Seim
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I’m going to share a few things that can fundamentally change how we make images. NONE of them are new – Sometimes it seems we arrived at digital and left behind a hundred and fifty years of photographic knowledge. I spend a lot of time studying classic techniques. Why? Because it’s not new – It’s time tested. It works. In this digital age we can get so caught up in gadgets, software and tools that we neglect how to make images beautiful from the start. I’m from the digital generation – So while I fully relate, I’ve learned to stop looking for buttons and start looking for light.
1. The Tones:
Ken Whitmire once taught me that “Tone” may be the least understood and least utilized factor in composing and finishing images.” He was right. With digital it’s easy to think “that’s easy”. But as a lover of film and digital, I’ve learned they’re not so different. A great photograph is light and shadows – We must see in terms of tone and how it relates to what we want to capture. Exposure, burning, dodging, finishing – Proper use of tone can literally take the viewer anywhere we want them to go. Now that’s power.
Ken Whitmire on the Oregon coast – I photographed this portrait of him while he was photographing a family. The Tone is essential here. Control of the dynamic range while retaining rich blacks gives balance to the scene.
2. The Zones:
The Zone Scale – A representation from black to white in one stop increments. The language of light.
I’ve been trying to decide how to discuss Ansel Adam’s Zone System in few words. Zones may be the most neglected tool in photography today. They offer a core to how we communicate and photograph light. Zones are not just for film or black and white. Once you truly understand them you never see the same again. The Zone System is broad reaching. But it’s core is the beautify simple Zone Scale, a representation from black to white. Combine Zones with a simple understanding of metering and there is no over, or under exposure. There’s only your exposure. Your intent. I can’t explain it all here, but there’s a free video covering the basics that I posted over at exposedworkshop.com. It’s an excerpt from my EXposed series and will get you started. Don’t ignore Zones because they will change your photography. You can also read my article on using Zones here.
Lost Oasis – I was using large format film here and took advantage of camera movements. Line, tone, space and position were all critical and while in retrospect there’s things I could have improved, taking my time paid off. I took in the full tonal range from black (Zone 0) to just shy of clipping (Zone 10). More on this image here.The Zone System – Here is an exposure sequence metered on the highlights from Zone 1 to Zone 9. More on this in the Zone System discussions on my site.
3. Space, Position, Line:
Ken Whitemire, the pioneer and master of the wall portrait, showed me the value of tones in relation to space, position and line. He has an amazing lecture he gives about this at the Wall Portrait Conference each year – Essentially we need to think about the aesthetics of our image. For this reason I love studying masters like Bierstadt, Sargent and others. We must start by truly seeing our scenes. Think about the subject. How lines lead. Where are they positioned? Why? Is anything distracting? Should it be lighter, darker? Really – Truly – See!
Morgan’s Song – I had a lot of things happening in this riverside portrait. Controlling the aspects of the scene, the position and the tone allowed me to show a beautiful scene while still keeping the viewers eyes on Morgan.
4. Visualize – Again:
Are you really “seeing” in the minds eye? It’s easy to let this slide in an age of instant previews and post production fixes. But nothing replaces visualizing. Ansel reminds us that “The whole key lies very specifically in seeing it in the mind’s eye”. Regardless of our subject, we must stop, if only for a moment. See what’s in front the lens and decide what the subject needs. Then use space, position, line and tone to make that happen.
This was my turning point in visualizing. I used 4×5 film for this wall portrait that we printed at 40 inches. I needed to keep away the distractions in the space. I only used one frame of color film, but I took a breath first. I truly saw the portrait in my mind before I released the shutter. I’ve added a zone scale for the purpose of tone study.
5. Finishing:
The image is captured. Win lose or draw we’ve done it. I’ve learned that slowing down throughout the entire process makes me a far better craftsman. That includes finishing. It’s easy to raise the bar in post if we stop worrying about making countless “decent” images and start thinking about how to take the “best” and make them sing. Fulfill that visualization, right up until the print is on the wall. That is mastering the photograph.
Until next time… Gavin Seim
This image was a PPA Loan Collection print in 2011. It’s actually a tone-mapped piece, but more importantly, it had careful attention to detail. Focus on line, tone values and finishing made it work. Planning and execution.
This is Gavin Seim. And I am fed up with companies who do not understand the most basic tenets of customer service! So I’m going to try and counter it. A few companies get it. But sadly, most don’t. Service reps always say that on a personal level they “understand” But policy says, etc. What they don’t understand is that the personal level is ALL that matters. Is the customer walking away happy?
After getting off the phone with my bank recently and having not experienced real service, I researched and emailed the top dozen of so key executives of US Bankcorp. You see they have forgotten about what service really is – So this is what I explained to them.
“Service is not something computers do for you. It’s not something from a book. It’s not a line in a policy manual. It’s not an excuse – Service means YOU raise a finger, a hand and sometimes even an arm, or perhaps a leg. You do the footwork, you look into the problem and you do your level best to find a way to make the customer happy. That’s service.”
As owner of Seim Studios and Seim Effects Photo Tools, I’m proud to say that we offer real service. Every time a company blows me off, I’m reminded how much I hate bad service and why I WILL NOT do that to my customers. I may be small and have limited resources. I may not be not perfect. But we get things done. Whether it’s one of my software products, a portrait, an art print. If we sell it, we back it up. That’s why returns here are nearly non-existent.
After the recent bout with my bank I went to the Seim Effects Facebook page and posted about this. I also posted my cell phone number saying if anyone EVER has a problem they could call me directly. Interestingly enough that post got more interaction than I’ve seen on Facebook pages in a long time.
On a side note. The emails got thru. I did not hear back from the CEO (though I have had phone calls direct from CEO’s in the past after going straight to the top). I did however hear back from a USB Regional manger and my problem was resolved. This brings about the theory that if a company is giving you terrible service, don’t waste time with the chain of command. Go straight to the top. Because CEO’s don’t want to be hearing from you and it tends to get things done FAST.
I plan to write a bit more about service soon and look at ways we can leverage quality service to stand out in business. Until next time… Gavin
This is Gavin Seim. And I am fed up with companies who do not understand the most basic tenets of customer service! So I’m going to try and counter it. A few companies get it. But sadly, most don’t. Service reps always say that on a personal level they “understand” But policy says, etc. What they don’t understand is that the personal level is ALL that matters. Is the customer walking away happy?