How Does A Modest Web Printer...With No Outside Sales Reps... Gain 24 New Customers…By Referral…All - In Less Than 12 Months…?

By Sid Chadwick

“Great Customer Service…. prompts us to share those encounters….with others”………………...Forward Day by Day

INTRODUCTION:

Let’s first look…..at what that company and organization…. didn’t do…..

  • AttentionThey didn’t over-promise….and under-deliver.
  • Generally, though they are unusually profitable, they didn’t “low-ball” their competition.
  • They didn’t produce “eye-popping, award-winning dots”….on their presses…..that are over 20 years old (though in impeccable condition).
  • Every promise of a fast-turn, emergency, last minute delivery --- was kept.
  • If they missed a delivery by a few hours, the customer was called…. in advance, to be notified……they did not run from the problem.
  • Their Customer Service personnel…worked hand-in-hand….with their Plant Manager….and Production Teams……arm-in-arm.
  • Senior Management personally cooked a hamburger/BBQ meal….on the grill --- every month….for their entire production teams. (Remember when you used to do that…!)
  • They know their USPS lead and contact people --- on a first-name basis….USPS… is not the enemy…..
  • They did not lose any competitors…….

SUMMARY:

Let’s face that hidden, under the rug truth: “It’s all about the customer.”(Or at least….should be…..)

When those regional association print awards were given out last month, “How many of those “Best of Category” Awards….were given to companies….that haven’t made a profit --- much less a decent profit….. in over five years…?”

I know of some…and you probably do…. also.

When we neglect…..outperforming in Customer Service…..or….focusing on how to educate our customers…and employees…on the economic value of print….and its superior economic value….. for the customer’s business needs….something deep inside me says….

“We’re committing….. a lie – by omission…”

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