Customer Service Archives - Marketing, content, & technology to help printers sell more printing

Every business owner knows that customer service is critical to staying competitive. But what about communicating expectations? Do you ensure your print buyers know what to expect when doing business with you? Recently, I received an email in response to an order placed by someone in our organization. It impressed me so much that I printed it out and shared it with the team. The message was short but concisely expressed precisely what the customer (me, in this case) could expect in their journey. This got me thinking—how often do we communicate these expectations with our own customers? This email response above created anticipation for the next interaction. It made me want to follow their guidelines even though they weren’t even stated. It eased my mind, knowing that there wasn’t going to be any guessing. Even more important, it makes me want to do that for my customers. It’s simple and didn’t cost a dime. The Benefits of Setting Print Buyer Expectations Upfront Setting expectations upfront is a great way to create trust and credibility with your print buyers. It gives them an idea of how your business operates and helps set up the foundation for a successful relationship between

The size of your print business is not a predictor of its success. In fact, there’s really only one thing that will help you know how successful you’ll be — your customers! Think about it: Whether it’s a large business like Google or Amazon or a much smaller, local mom and pop shop, customers are the one aspect that tie all businesses together. Your customer base is the greatest treasure you’ll ever hold, so it’s important you treat it as such. Consider that: “47 percent of customers surveyed have switched companies after a single instance of poor customer service,” according to 24/7. “A customer who is “totally satisfied” delivers 2.6 times as much revenue as one who is “somewhat satisfied.” So, how do you go about maintaining your customer base and still make your business stand out from others? The answer is: Go the Extra Mile. “Yeah, I get that,” you say. “But how?” Communication is Your First Step Not everyone is naturally a great communicator. It’s important to remember that communication is a learned skill, and you need to take the time to train your Customer Service Representatives on what to ask. For example, train your staff to run through these five

Recently, I was having a conversation with a fellow print shop owner, and the topic of customer service came up. I mentioned that I thought customer service was more important than it ever has been in my 30-year career in the printing industry. He disagreed. “As long as I deliver a quality product in a timely manner everything works out great for me,” he said. I’m not so sure about that. Allow me to share my opinion on my friend’s opinion. There was a time in our industry that quality and speed would allow a printing business to charge a hefty price, rake in the dough, and control market share in their market. In our new digital world, though, expectations are already high. Quality is not expected, it’s required. And speed? Ever since the microwave was introduced, society has been trying to figure out how to make the world spin faster on its axis! To make matters worse, now that anyone can get into the digital printing business, there have been a bunch of newbies enter the print industry that have no clue how to price their products appropriately. That means it’s even more challenging to compete for the same margins