I’m sure many of you have heard of Zenfolio and what they do, but maybe you aren’t aware of Digilabs (digilabs.biz). Both companies do a similar thing, for a similar price but both have different methods in terms of service, product choice, transparency in dealings and overall quality of service, which is basically what it comes down to. If you go for a coffee and get treated like crap, chances are you won’t go to that coffee shop again, but if you go somewhere and are treated like a human being and made to feel welcome and respected, they stand a much better chance of having you visit them again- this is the same for every type of business, not just coffee shops.
As a prime example, I won’t go anywhere near the Nissan dealership in Billings, MT unless I’m in the mood to be insulted.
Anyways, moving on.
So, what both these firms offer is the ability to accept and fulfill print orders from your website. What this means is that customers can see your work, buy it, pay for it online, and then receive the prints in the mail. These firms host the images, collect payments, handle the printing and the shipping and then send you the profits! Sounds cool doesn’t it? They do charge you an annual fee and take a commission from the profits, but hey, they gotta pay the bills.
The rate for Digilabs is $150 a year and they take 17% commission. If that sounds like a lot, it’s because it is! Zenfolio charge $100 a year for their best package and take 13% commission.
It is prudent to explain here that I was with Digilabs for a month on their free trial option just to check them out and see what was what- how they operate, how are the staff, how is the interface and whatever else. It needs to be a business relationship between the photographer and the printer and you need to know they have your back and won’t let you down when a client is on the line.
DIGILABS
They have atrocious service… That is my lasting memory of Digilabs. Atrocious service in the way that questions are not answered, they don’t answer the phone, they miss the point in responses and generally don’t make it very easy on you as a client of theirs… not to mention the interface, which is like a Cold War relic of computer design.
I signed up for their free trail around the start of December. By December 17th I sent them an email explaining that I will not be taking it any further and please cancel my account once the trail period is over. They still had orders to fulfill so could they please ship them, do their thing, but after 1st Jan, that’s it. I got an email on the 3rd of Jan informing me that the auto-renewal fee was set to kick in and they are introducing a range of updates to make the experience even better! Hmmm… so, I sent them an email saying that this was basically wrong and if they read the email from Dec 17th, it quite clearly explains what should have happened. I didn’t get a response. So, I sent them another email (and attached the Dec 17th message) and told them to not charge my card, cancel the account and what the hell is going on with this ‘auto renewal’ thing? I asked for the manager’s email and phone number so I could contact them personally. That got a response. They told me that my card had not been charged, and they had extended my trial period for another 2 weeks to see how I liked the new updates. Of course, they didn’t tell me they had extended it and for all I knew, they were charging me $150 for something I wasn’t going to use. It sounds small here, but it was a long period of wondering what the hell was going on, and why aren’t they answering the phone/emails, and why are they charging me for a service I don’t need?
So, eventually we parted ways and they were pretty bitter about it. I told them I would be moving to Zenfolio and I’m much happier (more on that later) and they didn’t take too kindly to it. I can’t understand why these people take 17% for the crappy service they provide and for the most money per annum of any company in a comparable industry.
One thing that really struck me as odd is that they do not allow prints to be on glossy paper… I just find that weird. I’m not a lover of standard glossy paper, but I know a lot of clients are, and I know that some clients have no notion of what lustre paper is, and what metallic paper is all about, and don’t even mention pearlescent. Not every client you understand, but some nevertheless. They print everything in house, not through another lab. I never actually saw any prints, but nor did I get death threats saying I ripped people off, so I guess they turned out alright!
Digilabs also make their own photobooks. They provide a software package that I have to say is excellent, well excellent after you get beyond the stupidly clunky method of making a new file and jumping through about 19 hoops, but what it does, it does well. I can’t vouch for quality but they did say they are “comparable to Asukabooks”. Now then, Asuka are regarded as one of the best in the industry- hand stitched leather, heavy paper, different surfaces etc and all that good stuff. I asked them for more information and was given none (see earlier mention of them missing the point and not answering questions). I put it to them that a tractor is comparable to a Lamborghini in that they both have a steering wheel but they are totally different, likewise, a whale is like a speedboat as they both go in the sea. Comparable? Loosely. Similar? What do you think? I vote no. So could they please tell me what they mean by comparable with some specifics if you please? That didn’t even dignify a response.
When I call Asukabook and asked about their quality and why everyone says they’re great, they sent me a pack of swatches with different cover material, different paper finishes, a personalized letter and made it seem like I was important to them. On some forums, people blow smoke constantly up Digilabs’ yazoo, I know this because they told me about 500 times, I’ve never heard of them on the forums I visit (Fred Miranda, DPChallenge, POTN, Photo.net, Flickr) but maybe they roll in underground circles where the cool kids go. Maybe they were just lying. All I know is I’ve never heard of them before or after. I only found out about them from a guy in TN who I bought some equipment off. He said they were “meh” but his wife knew someone there.
Oh, when I told them I was leaving, they told me they would half their price to $75 for the year no questions asked! They had nothing to say about me saying I thought their product was crap, saying the admin system looked like it was made on an Amiga, or asking why they took the most commission. I just got told that it was 50% off and did I hear about the great new updates?! Missing the point? I think so.
Good points: Photobook Software is great. Could be handy having prints, books, calendars etc from the same supplier.
Bad points: crappy back end admin system, crappy service, most expensive, take most commission, no glossy prints, slow to reply, no clear communication, client experience isn’t very good as the website portal thing to buy prints from is so so old fashioned it denigrates all the work you’ve just done on your nice flash site.
Summary: Don’t bother
ZENFOLIO
I don’t know why I waited or why I wasted my time with Digilabs when better providers are out there right now, waiting to take my call.
Zen look like they know what they’re doing from the get go. And they do. Very much so. I think their system is great- you get to pick the lab which does your printing based on your location, paper choice (Fuji or Kodak basically), and what services they offer (some do canvas, some don’t etc). All the labs are well known, respected companies and they have partners all over the globe- or at least in the major regions. And guess what? They allow glossy paper! Furthermore, they allow prints on real black and white paper, not just regular paper with no color ink on it. This is a big thing to a purist like me and I like it because it’s a small thing, but one they deemed important enough to include, so thank you Zenfolio.
The back end system with Zen is a thousand times better than with Digilabs. It is self-explanatory, with clear headings, a lot of scope for customization and tweaking and set out like a webpage and easy to navigate, to upload files into an album and then assign pricelists (as many as you like) to said files. One thing I found very cool and up to date was the option to make your files downloadable (for a price of course) so a publishing company could purchase a download and an accompanying license (Zenfolio has standard ones, which you can edit, or create your own entirely) to either print in a given circulation or display on a website (size dimensions are decided by you). One thing I did was set it so pictures of an event I covered could be downloaded as a 600 pixel Facebook picture for use on social networking sites. I can then create a license to cover the terms I deem fit such as the photograph may only be used on social networking sites, cannot be re-distributed blah blah blah. Basically, this is great- It adds revenue streams to your work. When I saw that it put Zenfolio in a very good light.
Another cool thing: when you make a gallery on Zenfolio, you upload the full size files (which can take a long long time!), but once it’s done you don’t have to send them a DVD of the files, email them to them or anything, just do it once and it’s done. And if you didn’t extrapolate from that another very cool thing, here it is: this also means that the files you transfer are backed up. Read that back again, it’s very important and effectively means infinite storage. Downloads can be password protected so if you do lose all your work through whatever means, you can download it all back again through Zenfolio. I find that frankly awesome.
From a client’s perspective, as in, what they see when they go to the portal for ordering prints, is a lot cleaner looking that with Digilabs. The layout is better, it is clearer and the pictures can be viewed bigger when clicked on (mine are set at 800 pixels) than Digilabs- with Digilabs I think it’s 400 enlarged size, with a thumbnail being 120 or 130. This is pathetically small, especially given the detail and resolution that exists in modern equipment. 400 pixels is fine for a facebook mug shot, but not when you’re asking people to pay for a print of something that looks pretty rubbish. Also, the algorithms used by Zenfolio make a much sharper and clearer image on screen after they have resized it, compared to Digilabs, where it would look like crap, or put through their sharpening mechanism which would then look like sharpened crap (pixellated edges, color banding).
I said it before: Zenfolio is $100 a year for their biggest and best option (other options are $25 and $40 per annum), and they take 13% commission on prints. This is $50 cheaper than Digilabs, and with 4% less commission, meaning you save $50 at the start, and then save/earn more money as time progresses and more items are (hopefully) sold. Included in that $100 are a great system, a good looking site/portal, infinite storage, print fulfillment, a good resource of support in the user forums and overall a much better experience for the photographer and client which you can feel comfortable with as a photographer that the people that do your prints aren’t going to screw up.
With regards to the prints, there is also the option for selling frames. So if a client orders an 8×10 of their kid, and a frame, the print arrives already in the frame ready to be hung up. I like that.
So, on we go:
Good points: Ease of use, $50 lower than Digilabs (and cheaper still with referral codes), good looking system, huge variety of products to choose from, digital product sales (downloads w/ licensing), framed prints, support through extensive FAQs or support forums, 24hr email support, basically a much nicer experience than with Digilabs.
Bad points: no album/photobook support’ (no design/ordering system), no phone number for customer service
Summary: gets my vote!
Now then, their are other providers out there- Smugmug, Fototime, Exposure Manager and others I’m sure I’m overlooking, but for me, Zenfolio provide a great service and I can’t see a reason not to use them.
feel free to leave a comment.
Love,
Tez