Recently, I was really disappointed and frustrated. I had taken my wife out for a special meal. We had chosen a restaurant that was supposed to be excellent. But it failed to live up to its reputation. We ended up sending back the main course not once, but twice. The waiting staff seemed hurried and uncaring. We left unhappy, even though we were not charged for our main courses. The next day I sent an e-mail of complaint to the restaurant. As a result of that e-mail they converted me from an unhappy client to a loyal and regular customer….
I recently made a prediction to my newsletter list. I said that 20% of print companies would no longer exist by the end of 2013. I said that one in five print companies would go bust this year. This is a horrible prediction for me to make. I love the print industry. I hate seeing so many good companies go under. Nevertheless, I see 2013 as the final year for many traditional print companies.
Why 20% of print companies will go bust in the next twelve months – the strategies that bring disaster
I’ve got a New Year prediction, and it’s not a nice one Over the next twelve months I believe that 20% of print companies will go bust. Yes – that’s one in every five printing companies. Does that seem harsh? Print volumes are declining. In most countries there is already too much capacity. Many print companies are busy investing in equipment and processes that will make them even more efficient. Something’s got to give.
Have you made your New Year resolutions yet? Here are some of the ones I have made: Have more family time Do more mountain trekking Learn new recipes But I have also made some professional resolutions as well.
Do you like going to concerts? I love live music. But there is so much more to a good concert than the event itself. I love the build-up of anticipation in the days before I go to see a band. Then the big day arrives and I enjoy a great evening’s music. But it doesn’t end there. I enjoy thinking back about the event. And I’ll talk about the concert with friends as well.
Imagine that you are going to a travel agent. You want to book the holiday of your dreams. You are all fired up about the beach or the hotel or the scenery or the food. Imagine if, instead of talking about the holiday, the travel agent started telling you about the plane. They told you about the fuel consumption. About how they were now able to heat meals three minutes quicker. And about the safety processes that the pilot went through before take-off. Would that want to make you use that travel agent? Most people would decide to choose someone…
Chocolate cake and cheese? Lullabies played by hard rock bands? Wearing bathing costumes in snow? Some things are just wrong. And “This is wrong” kept going through my head last Christmas when I was receiving Christmas cards from print companies.
I want to tell you about a time I felt really special. I was going to pick up my new car. And the show room had really gone the extra mile for me. The car was parked specially out at the front by a red carpet. There was someone giving the car a final polish. There were flowers on the back seat for my wife and a teddy bear on the dashboard for my daughter. The salesman had set aside an hour to guide me through all the controls. It made me feel that I couldn’t have picked a better…
Print companies who treat their customers well are unlikely to succeed in today’s marketplace. Does that sound odd? Surely good customer service is an essential to successful business.