Pretend that every single person you meet has a sign around his or her neck that says, ‘Make me feel important.’ Not only will you succeed in sales, you will succeed in life. -Mary Kay Ash
We all know that in the ultra competitive environment of commercial printing, keeping your customers happy is critical to the long-term success of any business. Retaining a high retention rate within your existing customer base is the foundation of all outstanding and prosperous enterprises. While this would seem like common sense, many businesses fall short and ultimately fail because they don’t have a winning strategy to enhance and cultivate customer loyalty.
At Post Press Specialties, we’re all about building long lasting relationships with our customers. Throughout our almost twenty five years of service to the commercial printing industry, we’ve found that great customer service, engagement and integrity are more than just the right things to do – they are also good for business.
We would like to share our “Great Eight” best practices and invite you to share some of yours.
Research from the Corporate Executive Board that included 7,000 consumers from across the U.S. found that of those consumers who said they had a strong relationship with a brand, 64 percent cited shared values as the primary reason. If you want loyal customers, you need to create real connections with them. While we’re one of the largest binderies in the Midwest, we’ve never lost our “small town” sensibility. Our doors are always open. Call Post Press Specialties at 816-257-1919 and we’ll be happy to take you on a tour of our plant.
- It’s not just sales, it’s education
In a recent research study from TARP Worldwide, they found that customers enjoy receiving helpful recommendations on new information and products that will help them achieve better results. We especially love to show our customers ways to reduce costs while keeping the integrity and outstanding quality of their print jobs intact. There isn’t a week that goes by that we don’t suggest a better (and often less expensive) way to finish a print piece.
- Customers enjoy businesses who know them
Numerous behavioral psychology studies have shown that everybody views their service experience as more positive when they don’t feel rushed or ignored. We have a personal relationship with all of our customers, big or small. We’ve become good friends with many of our clients.
Countless case studies have made one thing clear when it comes to creating an efficient support system: You need to keep everybody in the loop. We pride ourselves on having many checks and balances during our quality control processes.
- Don’t run and hide from your mistakes
We’re not perfect. However, we know that when something does go wrong an apology isn’t enough. We take ownership of our errors and make it right. Commercial printing is a tough industry and we know what it takes to succeed. When mistakes do occur, we painstakingly search for the reason and correct our processes so it doesn’t happen again.
- We listen
Over the past twenty-five years, we’ve gotten to know what commercial printers need. Post Press Specialties has become one of the largest binderies in the Midwest by listening to our customers. We pride ourselves on offering the most up to date finishing techniques by investing in our equipment and workforce.
- We’re constantly upgrading
We never settle. We’re constantly adding new equipment to better serve the commercial printing industry. We’re especially excited with our two most recent additions: MGI Jet Varnish 3D Spot UV Coater and Young Shin 57” Die Cutter. Give us a call at 816-257-1919 and we’ll be happy to show you what these powerful machines can do.
- All our customers are VIP’s
We are committed to treating all of our customers, big or small, exactly the same. It doesn’t matter if you have a $100 or a $1,000,000 job. We’ll offer the same level of professionalism and expertise to everyone.
There are many tactics, but no shortcuts; we know that we can’t “hack” a business relationship. Offering the most comprehensive finishing services to the commercial printing industry is our mission. Call us at 816-257-1919 and we’ll be happy to discuss ways that we can help. “Finishing Strong” is all we do.