WHAT IS OUTSTANDING SERVICE?
To answer this question, we contacted their salespeople--more than 300 of them--and asked the following question: "What steps do you take to ensure that your clients receive outstanding service?"
Before reading any further, take a sheet of paper and list 10 ways in which you or your salespeople are servicing your accounts. Then, compare your answers to the following list.
1. Discuss job with client and gather specs.
2. Prepare and submit quote.
3. Pick up artwork.
4. Deliver proofs when necessary.
5. Make changes and corrections.
6. Keep client informed of job progress.
7. Attend for press proof.
8. Ensure timely delivery.
9. Follow up to ensure satisfaction and address any problems or concerns.
10. Keep track of client’s printing needs and advise them when it’s time to re-order.
To be blunt, if you scored anything less than 10/10, you don’t deserve the customers you have, and your clients know it. But even if you managed to get a perfect score, you’re still not serving your accounts. As a salesperson, it is your obligation to do anything and everything to ensure that the job gets to press and is delivered on time, and these top 10 responses adequately describe this responsibility. Doing what you must do, however, is not servicing your accounts--you are merely performing your duty. Service is what you do for your clients above and beyond duty.