A Snapshot of Life:  "The Best of Both Worlds"
By our historical nature, Americans are optimists. We are more than willing to work for what we get; and of course whenever possible, we like to ‘have our cake and eat it, too’. In life as in business, we expect good value for what we pay for and are always looking to feel like we have been treated well and that we matter.
 
I’ve been in the youth and sports photography business since 1993, and over the years and amid the conversions from film to digital, 3-part forms to ftp sites, and cash-only to e-check and debit cards, we are seeing one thing begin to re-emerge as the top priority for customers in our sector of business—customer service! Since the advent of digital photography, the actual ease of capturing a photo and recording the joys in our lives has become exponentially easier. The photo industry first exploded with this renewed exposure and access while manufacturers and suppliers reached into a newfound source of customers, the “Mom & Poparazzi”!
 
Over the past few years, the recession has hit these manufacturers, as well as the professional service providers. Some of these have made their reputation on high volume photography with contract photographers at high prices. Over the past few years, the economics of their model has forced or directed them to alter their ‘value-add’ model and cut services. Along the way, quality and training of their members, as well as a very aggressive staff reduction to keep their internal stock valuations strong for their ESOP drove decisions, not customer feedback and needs.
 
Let me be clear, I admire any 50+ year organization and the heyday they experienced. I have been a customer at times. Though, in today’s world, it’s an expectation that we get several options of products to chose from, service we can be proud of and value to us and our organization/school to help with the needs they have that as parents or participants, we aren’t even aware of.
 
For years, only one company was positioned or perceived to be able to do this. That’s not the case anymore. TSS Photography has been growing since 1983 and with local franchise owners who have invested in a specific territory, fully train and support their local operations and work with a national lab and support team to have deep service resources and top of the line quality assurance standards have made huge inroads with principals and superintendants and PTA/PTO’s that thought there was only one player capable of servicing their needs.
 
Jostens’ photography division was purchased in 2006 and a recent purchase of Herff Jones’ school division now leaves yet another void in the service landscape that school administrations, sports teams and parents of graduating seniors and various club members can reach out to if they want more than one choice. We hear on a regular basis that principals and school administrators are being told what they can and cannot have instead of working with a company that makes the customer #1 and finds a way to exceed expectations whenever possible.
 
Going forward, we have already heard from former employees, sales representatives or territory managers that they are looking to own a business and be part of a culture where the Customer is “King”, and here at TSS Photography, our franchisees and their staff, along with the entire national HQ team know that to have great photography products and exceptional service, we can truly deliver the ‘Best of Both Worlds’!

By: Joe Lindenmayer