Outserve Your Competition: The Power of Great Customer Service

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

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