One thing I DON’T miss about Quantum now that the cafes are all sold is dealing with customer issues over printing. Although it’s the same in every public printing outlet, it was just a constant hassle. Here’s a light hearted blog I wrote in 2017 lamenting the problem.
Ah. Printing. The most necessary of internet cafe services and, perhaps surprisingly, the most contentious! You see, dear reader, this is not about quality of prints (which we always ensure are top notch), or the availability of printing services (we have several printers and even some hot swaps on standby in case of total failure!), this is about the most dangerous issue of all – we’re not in control!
At first glance that makes sense, right? I mean who wants to ask permission to print and have someone nose through what you’re printing on your screen? Much easier to create a process whereby customers can print what they want, when they want AND can see it before it goes to print, thereby checking numbers of pages, removing anything they don’t want to pay for, and making sure it only goes to the printer they select, ie colour or black or white. It’s a great system, it works perfectly and infallibly at a technical level. And yet, it has created more customer service issues than every other issue we have ever faced put together! How, I hear you ask, is this possible?
Continue reading “We need to talk about Printing” →