Low resolution, nonwhite background, bumbling service… the UPS Store did not deliver well for us with their passport photo service.
Passaporto! Passaporto!
There’s your Italian lesson for the day.
And that’s what I’ll be hearing when I visit Italy for the first time (hopefully soon).
The other day, Leticia and I needed to renew our passports.
That required getting new passport photos.
Should I be insulted that someone thinks I looked different 10 years ago?
Whatever.
We both went to local UPS Stores because they offer passport photo taking.
But they don’t really.
This is the classic example of why businesses should stick with what they do best.
If you offer add-on services and you stink at them, it hurts your brand.
Here are two stories…
The UPS Store – Cincinnati
I was out of town in Cincinnati. Since Costco no longer offers passport photos, I poked around and saw the UPS Store offers this service.
I first called to make sure they can also provide a digital copy. They said yes.
Upon arriving at the UPS Store, I informed the employee why I was there.
He wasn’t quite sure what to do. He asked a fellow employee if they could take a passport photo.
A more knowledgeable employee took care of me.
Against the far wall was a white screen, accessible after moving a large display out of the way.
It took a little hunting, but they eventually found a chair for me.
After giving my best non-smile for two photos (no happy people allowed to travel abroad, I guess), my photos were processed.
Nobody at the counter was quite sure how to get me a digital copy, so another employee was summoned and she figured it out.
Poor Quality Photos
Without any additional lighting, the photo was a bit dark. The background is supposed to be white. Mine was a murky pinkish/gray.
The photo emailed to me was low resolution, I think about 54KB. The passport office required high-resolution.
Ugh. I had zero confidence the UPS Store could make things right.
I then realized UPS actually stands for Unimpressive Passport Service.
Instead of being out $26, I had to be resourceful.
I ended up taking a photo of my photo, changing the background to white in Photoshop, and exporting a high-resolution copy.
It worked, and I later received word from the passport office my application (and photo) was accepted. And my new passport was delivered the other day.
Whew.
Consistent Shabby Photos
Leticia had a similar experience at a UPS Store in Johnson City, Tenn.
The camera they used was a little old digital camera. Any cell phone would’ve taken a better picture.
Plus, they scanned the printed photo to send her a digital version.
Huh?
She wasn’t satisfied! So she told them since it was a blurry photo and low resolution, it wouldn’t work for a passport photo. They didn’t charge her, but she still didn’t have a photo.
Instead of me trying to manipulate that poor quality photo from UPS, she ended up using the passport service at the post office, and didn’t even have to make an appointment. Not only did her photo turn out ready to submit, she also learned how to use her cellphone to take a passport photo — all for much less than what I paid.
Yes, in our experience UPS Stores cannot deliver quality passport photos.
They should stick to what they do well — shipping.
The 3 Big Takeaways
- Don’t offer add-on services if you can’t do them well.
- If you offer additional services, make sure all employees know about them and can competently provide them.
- Need a passport photo? Read up on the guidelines online and just take it yourself with your cell phone.
What’s been your experience getting a passport photo taken? Do share!
Stay authentic — and buon viaggio!
Jeffery E. Pizzino, APR (seen here in a vintage photo circa 1983 serendipitously doing a Clash impersonation in a since-forgotten location) is a spin-free public relations pro who is passionate about telling the why of your story with clarity, impact and authenticity. He began his PR career in 1987 at Ketchum Public Relations in New York City but has spent the majority of his career as a solopreneur. He’s the Chief Authentic Officer of the Johnson City, TN-based public relations firm, AuthenticityPR. He also functions as the fractional CCO for his clients.
Jeff has an MBA in Management from Western International University and a Bachelor of Arts degree in Communications — with an emphasis in PR — from Brigham Young University (rise and shout!). He’s also accredited in public relations (APR). This Milwaukee, Wisconsin native holds an Italian citizenship and plans to live and work there someday. Jeff and his storyteller wife Leticia have four children and four grandchildren. In his extremely limited nonwork hours, he studies Italiano, practices guitar, write songs, gardens, works out, disc golfs, reads, listens to New Wave music, serves as an assistant communication director in his church, watches BYU football, enjoys watching the original Mission Impossible TV series, and plays board games (mostly Dominion and Seven Wonders). No, this guy’s never bored and looking for something to do. Email Jeff.
