My wife and I have been struggling with creating a logo for our company. We decided to try Logoworks. Despite their quick response from the public relations department, we’ve had nothing but trouble with the logo process.
One of our principle frustrations is that our ideas and input don’t seem to make it to the designs we keep getting.
The entire process seems to be designed to complement the technological age we live in. You tell the website what you think about the logo design options and a few days later, some new revisions are returned for your review. It kind of makes you feel like you’re standing at a vending machine, waiting for your treat to pop out.
Despite us enumerating our frustrations and even escalating them to a project manager, the logos we keep seeing always make us say, “You’ve got to be kidding me.”
We’ve asked our project manager if we can talk to the designers to discuss the concepts. The response was “No, that isn’t part of our business model.”
People Want Personal Interaction
Logowork’s business model sticks a middle man, or complete automation, between customers and designers. Naturally, this can lead to a lot of things being lost in translation.
This type of business model may facilitate a greater volume of transactions. However, it sacrifices the personal interaction that many customers crave and need.
More customers will fall in love with your company if they make a personal connection to your store, product, or employees. The more isolated a customer feels, the less likely that long term relationship will ever form. You become a commodity and customer loyalty ceases to exist.
Business Priorities
Is your business model set up to help customers or help your bottom line? Short term focus on revenue and income may alienate customers and prevent long term growth. A solid foundation of quality customer-centric service will naturally bring in more revenue and earnings.
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beth
August 21, 2007
I would urge anyone to stay far far away from companies like this who promise quick, cookie-cutter like results. How can a designer possibly create the proper solution for your individual needs through Logoworks?
Regardless, I’m sorry about your poor experience. In the future I’d suggest approaching an actual designer. You can probably find someone able to work within your budget through the 9rules member forums.
Joe Rawlinson
August 21, 2007
Beth,
You’re absolutely right. We were blinded by the siren’s call of quick and cheap. Unfortunately, we had to pay the price for that mistake.
We had fellow 9rules member Lea Alcantara design a logo for us before and she did a fabulous job. Since that was the first logo we’d ever had created for us, we didn’t know just how good we had it.
Lea
August 21, 2007
Hi Joe,
Thanks for your kind words, and I’m glad your experience with me was noteworthy.
I think with services like Logoworks, it’s almost like a contest/roulette wheel situation — sometimes clients luck out and have a good experience, and get an excellent deal for their money. Other times, it’s unfortunate situations like the ones you’ve outlined. I’m inclined to think with the volume they pump out, stories like yours are probably not uncommon.
To play devil’s advocate, choosing the right designer to design your logo still carries similar risks. However, with a professional designer, clients have that personal interaction, service, and care… plus a list of this designer’s credentials, outline of past work, etc… so the “gamble” in choosing that vs. a Logoworks service has better chances and potentially bigger payoff. And oftentimes, carry a better guarantee.
Cheers,
Lea
Logo Design Works
August 22, 2007
Hi Joe,
You should have come to Logo Design Works. We too use technology to make the process more efficient but we give direct access to our designers.
If the client does not like what they see or has a question, 8 times out of 10 they can call up and talk to their lead designer directly. The other 2 times would be when the designer might be busy working or a meeting or simply not at their desk.
So for your next project, give us a try. We also have a 100% refund policy. Check out 100s of samples at http://www.logodesignworks.com/portfolio.htm.
PS: You can call me at 614 917 2177 if you would like to dicuss a project.
Jeff Marsh
Lead Designer
Joe Rawlinson
August 23, 2007
Lea: You’re welcome! I agree that often times it is a gamble when you try out a new service. That is why referrals are so powerful, they help eliminate some of the uncertainty of dealing with a new business.
Jeff: I’m glad your company has seen the advantage of making a personal connection with customers. That should pay dividends going forward.
David Morse
September 10, 2007
Joe - Very nice post. I don’t know if your experience is an isolated incident or something that happens all the time with Logoworks, but I think the larger lesson is that they over-promised and under-delivered for you. Regardless, I bet all businesses could spend a small amount of time benchmark their own operations to understand how to set the appropriate expectations with customers.
Joe Rawlinson
September 12, 2007
David: You’re right on the money. Benchmarks allow businesses to better understand their own processes so they can better deliver for the customer.