I remember the first print job that I placed when started my company. The first client is always an important client. I was desperate to please them. So imagine my dismay when I received a phone call asking where the job was. Things got worse. The printer had not chased up for proof approval. So the job hadn’t hit the presses yet. The paper hadn’t even been ordered.
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.
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.