So outsourcing my printing is proving to be harder than I thought. While it’s still early May, I’m getting slightly nervous about hitting my June 1st deadline to have them all ready for retail. If I have to shift my deadline, so be it. While not ideal, I’m not willing to just “get ‘um printed” for the sake of hitting that deadline.
The printing world is hard to navigate. It’s a whole new world of terms, specs, paper options and sometimes limitations. It’s making my head spin. Throw the ecofriendly requirements in there (FSC Certified, 100% post-consumer content which I’m pretty rigid on) and say hello to even more headaches.
Anyway, I’m somewhat digressing here as the above really isn’t the point of my post. I just had to vent it out loud briefly. Over and out on that one. :)
So, my point… I’m really surprised at how unresponsive I’m finding some printers. I’ve had printers not respond period and some drop off the face of the earth during the quoting process. Obviously, this means that particular printer is not for me, but it’s still quite surprising. Do they not care about new business? I realize I’m probably small fry to some of these guys but you’d think they’d at least respond.
It is so important for me to find a printer I can grow with. I’m looking for a partnership. Someone that gives a shit about my products and sees the potential for BOTH of us. You’d think it would be easy to find, it isn’t. Perhaps my expectations are too high.
As a result, this has really made me look at my own customer service. I’m sure it hasn’t been 100% perfect. So, I’m thinking of putting together a little private manifesto surrounding my intentions for great customer service. Even small things (such as acknowledging an email even if only to say you’ll be in touch within x amount of time) really do make a difference. I don’t want interactions with my company (regardless of who you are) to feel automated. I want/hope to provide a service that feels personal. In a nutshell, I want anyone that interacts with my company to know I give a shit. Yah, I probably could of written that last sentence with a bit more class, but sometimes you just have to throw an expletive in there. ;)
Often, especially when things are hectic, we can easily let those small things slip to the wayside and the impact on your business (and how it’s perceived) can be greater than you realize.
Ha, I totally understand with the printers. I’ve had it happen here to me locally in Miami: no responses, disappear mid-quote ect. and I use to complain and say “ugh damn Miami printers” but I guess it’s in other places too. I have no doubt you’ll find the partnership you want and are looking for locally.
I think customer service is of 100% importance whether small or large companies. A personal customer manifesto is a great idea. Nice blog post!
Customer service! One of the most important things for small businesses, heck any business. I recently contacted a company regarding a bag I’d seen in an interview they did on a blog. I really really wanted the bag and wanted to know when it would be for sale since there was no reference to it on the website. I haven’t heard back and it’s been weeks. I love buying handmade and supporting small businesses and as a customer you expect a reply to your questions. That’s just common courtesy. If they don’t reply, they won’t get my money, simple as.
Well done for thinking about this aspect of business. A lot of people think of marketing and PR is all you have to do to succeed but it’s the small but important things like customer service that gets and keeps you customers.