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How printers can increase customer loyalty by messing up a job

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….

Why you need to think about Christmas cards in February

Santa Claus Rudolph and the sleigh The Christmas tree Carols Snowy scenes

20% of print companies will go bust in 2013 – why you need ICE to stay in business

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.

The three-stage print factory tour: how printers can turn prospects into clients time after time

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.

How printing companies are killing customer relationships with Christmas cards

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.

How printers can make their customers feel special (without it costing the earth)

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…

Why treating your print customers well is a recipe for disaster

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.

Why print companies that want to reduce sales costs need sticky customers

Do you have an iPhone?  Or an iPod? Or an iPad? If you have an Apple device like this you’ll be wedded to iTunes.  Every time you purchase some music or an app, you’ll be doing so from the iTunes and app stores.  And Apple will be making a profit.  But it’s difficult to avoid purchasing from them.  To get the best from your device, you need to purchase through Apple. You’re a sticky customer.  You keep coming back for more.

Why the most successful print companies tell their customers what to do – and why this makes them more profitable

Do you ever put together flat pack furniture?  I don’t know about you, but when I first look at all the bits I tend to find it rather scary.  There always seem to be all sorts of odd pieces and I’m not sure where to put them. And then I read the instructions.  And suddenly everything falls into place.  Everything is simple.  But without the instructions I’d be totally lost.

How three questions will get you great testimonials from your print customers

Sometimes I just don’t believe what my four year old daughter says. Occasionally she is trying to get out of trouble!  But more often than not she isn’t telling fibs.  She has just changed things round a bit.  And that is because she is saying what she thinks I want to hear.

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