News

  • October 7, 2015

The Importance of Customer Service in the Printing Industry

  • Written by Printing Professional

Here at Accent Printing Solutions we’re all about making our customers happy. A happy customer is a repeat customer and that’s the goal of any good print shop!

So, what are the key components in making and keeping a customer happy? The top four are -quality, efficiency, service and reliability.

QUALITY

print color selection pantone
print color selection pantone

When a customer comes to our print shop they’re looking for a printed piece they’ll be proud of – whatever their budget. We source the paper, the inks, the finishes, etc. and work hand-in-hand to print what our customer imagined. We also offer suggestions on improving their printed piece through techniques or papers they weren’t aware of.

Recently we received an order for laminated cards. Our customer sent us one of her old cards and said, “Just print it the same.” The card was rather thin and didn’t feel “rich” when held. We asked if she was happy with them and she replied they were, “ok.” Knowing of several techniques and different papers that would improve the look and feel of the cards, she took our advice and loved the look and feel of the new cards!

EFFICIENCY

Efficiency comes with experience and teamwork. Accent Printing has a solid team of seasoned professionals in the industry. When large jobs come in it affects everyone in our shop and we work together to make sure the job flows smoothly from the initial design work to the final packaging and shipping – many times with a short deadline.

A rush job came in last week  for thousands of printed pieces with a two day deadline for the opening of a customer’s office. Our printing press ran continuously through the night and on the second day we were getting everything bound, packaged and out the door! Our customer was so pleased they are using us again for the opening at two more locations.

SERVICE

Customer Support
Customer Support

Every customer is treated the same at Accent – from the one ordering 500 business cards to the large corporations needing everything from designing and creating trade show displays to kitting and assembly services. The service part of the industry has grown to include every interaction a customer has with a print shop. That includes emails, phone, chat, websites and social media and it happens before, during, and after a sale.

Accent Printing has spent the past few months creating a new user-friendly website with personal features like live chat to quickly answer customers’ questions, an estimate request page, a file download and a customer feedback page. An ATG Global Consumer Trend study  study shows more than 90% will check a website for answers before emailing for help, so a website has a big impact in how one’s perceived. Accent’s website’s look is clean and professional – an image that carries through the rest of our customer interaction.

RELIABILITY

Your customer has to know your print shop will come through for them 100% of the time. It’s a matter of trust and credibility in business relationships as well as personal. Ron Kurtus from The School of Champions wrote on The Advantages of Being Reliable, “A rule of social character is that you should be reliable. That means you do what you promised to do and that others can count on you. People don’t like to deal with those who are unreliable. They’d rather give their business and rewards to someone they can count on.

‘First and foremost, you have to strive to always do what you have promised. Make every effort to mold your relationship with the customer into an open, continuous, and cordial one.”

At Accent that’s the understood rule of conduct and has been since our owner Mike first opened our print shop almost 15 years ago.

0 Shares
Share
Tweet
+1
Share
Pin