Professional, prompt, service-oriented staff
Professional, hands-on service with prompt email replies, especially during processing active projects. In my experience with BookBaby so far (publishing my first fiction novel), the highest praise goes to the staff. You benefit from having a primary contact who knows you and your project, so you don't have to explain yourself and bring someone "up to speed" every time you need something. However, should you need, their phone lines are open to contact alternate staff members should your need or concerns be more immediate. During my project, I continued to receive prompt replies from staff across departments (depending on the step my book project was at). Regarding their website, I also want to praise the clean, user-friendly design and implementation of most everything on your "user account" screens.