The interesting thing about it is it has gotten people across many departments thinking about what they can do, whether it is a quick fix or a more involved project, that will impact how we do business and how we impact our customers–in a “remarkable” way.
Maybe it is a better way to organize meetings or improve processes for sales calls, project work, etc. Many times, that “thing” we have been doing the same way has a better way. The trick isn’t just finding out how to fix it, but make it remarkable–look at it from the eyes of your customer, not just how it makes your life easier. That can be definitely tougher, but in the end, it can create a more lasting improvement.

At Extraordinary Envelope we are dedicated to furnishing you, our client, with custom designed, eco-friendly wedding invitation suites for those who wish to couple individual style with an environmental awareness. Our designs are the result of personal collaborations between our graphic designer and you and reflect the uniqueness of your celebration with artful and sophisticated results. A personalized wedding website is included with your order, allowing you to easily share with friends and family the details of your special day. Delivered with an excellent level of customer service, your invitations are sure to be extraordinary.
-Sandra Berube

Be sure to check out their gallery for interesting ideas, and to see what they are up to.

 Case in point: Kimberly, one of our wonderful TSR’s (technical service reps) here at PrintingForLess.com was working with a potential customer earlier this week who had some concerns about working with an online printer (they have always used a local printer in the past). Specifically, this potential customer was concerned that Kimberly would not be able to effectively communicate the customer’s needs to our bindery – they needed some level of comfort that Kimberly actually had a relationship with the people that are printing, folding and shipping the piece. So what did Kimberly do? She grabbed a Flip video camera, shot a quick video tour of PFL, making sure to point out her near vicinity to and open communication with our bindery, then posted the video to YouTube and sent the link to her potential customer:

This took all of 15 minutes of Kimberly’s day to help remove any fear and uncertainty that her customer had. After Kimberly sent the video, she received this reply:

“Thanks for the video – that was an awesome idea!  Now I can put a face with the voice, which is always nice.  It was good to see your facilities and I can share with my team once we move forward with the laminated books.”

 Video is playing an ever increasing role as the internet continues to mature. The power of instant video is amazing – and it is in incredible customer service tool. If you’re not yet using video and the internet with your business, you might start to think about how you too can leverage it to deliver a better customer experience.

While the old saying that “the customer is always right” may be true, there are times we need to step in and do what we do best: make them and their print job more successful. Have you ever tried to tri fold a book mark, tab and mail it to your self-made mailing list? These are situations that we guide our customers through on a daily basis, with a high success rate.

But one of the best parts of my job during the last eight years is getting to know our customers, and finding out that they do a ton of cool stuff!  I have worked with:
Hunting Guides and Outfitters
Alpaca Breeders
Glass Blowers
Ski Resorts
Funky Artists (stone, glass, paper, steel, copper)
Wind Farms
Ear Candle Makers (if you don’t know, Google it)

So always keep your customers top of mind, and don’t forget that they are the core of your business. And take the time to get to really know them and their business. You might be surprised at what you find out, and earn a customer for life in the process.

In my mind, especially when the economy is heading south, ensuring your customers have the best possible experience is a key survival tactic. Everybody is cutting back and the one way you can make sure your customers don’t jump ship is to provide a remarkable interaction that keeps you top of mind. More than the great goods and services you provide, it is the way the customer perceives her experience with you that will determine if she keeps coming back or not. And, once again, it comes back to very basic themes that we grew up with: fairness, honesty, trust, and integrity to name a few. Without these you can leave an interaction with a sour taste in your mouth.

Those themes cannot be developed without creating and maintaining a relationship with your customers. Even if you’re work is highly transactional, there are things that you can do to make it less so. Learning names, engaging your customers in conversation, and sincerely thanking them for their business are the no-brainers. There are tons of other ideas that can be used to guarantee a remarkable customer interaction and keep your customers coming back for more of what you have to offer.

No matter what segment of the business world you’re in, everybody is cutting back or renegotiating to save money. As John DiJulius and others have said, make price irrelevant by providing the kind of service that makes your customer think of no one else. In tough times, an investment in providing remarkable customer interactions is sound and may be a key factor to your survival.

Anybody who knows just a little about commercial printing will tell you about the “mystique” it has. (And when I say mystique, it’s really a nice way of saying “lack of transparency and customer service.”) For such an old profession, the printing industry hasn’t evolved in the way it interacts with its customers.

Far be it from me to spout off platitudes. I’m not a highly paid customer service guru. But I know what I want when it comes to a service provider and I would venture to guess that most people do too. I want someone to be responsive to my needs, to treat me fairly, make my life easier, be an expert, and own up to their mistakes when they happen. That used to come with a handshake. Now we gird our loins for a fight as we dial the phone … that is if we get anyone on the phone at all.

So, what is reasonable to expect from your printer? I don’t think it’s at all outlandish to know, in advance, how much you’re going to pay for your project. I think it’s within expectations to know when you’re going to see a proof. I believe you should know when it’s going to arrive at your door and be able to change the production speed and shipping method if you need your finished product faster. And I believe you should receive exactly the kind of service you want from your printer. Online printer as vending machine? No problem. Need to have someone talk you through the entire process? You got it. In either case, you should expect to get someone on the phone immediately or to respond to your email within the same business day.

If all this sounds reasonable, then why doesn’t it happen regularly? Well, good service is not only hard to come by these days, it’s just plain hard. Giving good, thorough service is hard work. It takes vast amounts of dedication on the part of employees and careful training, clear values statements and trust from executives. It saves money to say no. It decreases staff expenses when humans don’t answer the phones. It’s easy to nickel and dime. What’s hard is developing a company culture in which employees—from front door to loading dock—genuinely care about their customers’ success.

I know a lot of people, including me, who have made it a point to buy from vendors who provide excellent customer service and high value while avoiding those that don’t. Personally, I just can’t be bothered. If you’re the same way and you’re still putting up with a printer who has that certain “mystique” … maybe you should ask yourself, why?