Thanks for the kind words! I'm not a Support Hero, but have to say that everyone who works here from the top down has nothing but utter respect for our amazing Heroes. It is an exceptionally challenging job and thus warrants exceptionally talented individuals--I sure as heck know that I couldn't do what they do.
I wish all companies had our level of customer support, but I know that isn't realistic. Fortunately for us, that creates a great opportunity to win customers for life.
What motivates us to excel in that area? If I had to take a stab at it, I'd say there are two main reasons...
First, we view our support and our product as two sides of the same coin. We are immensely proud of what we've accomplished at SmugMug, and it simply would not enter the thoughts of the caliber of people who work here to have an awesome product and mediocre support.
Second, and more to the point, photos and photography are intensely personal pursuits and businesses warranting equally personal service. Whether we are protecting customers' memories and art or enabling them to live the dream as a pro photographer, they need to know they can rely on us no matter what when things hit the fan (as they unfortunately do on occasion).
That trust is a non-negotiable part of our relationship with our customers, and our Heroes are amazing at earning it through every ticket they help with, large or small.