Interesting chat with a (relatively) happy print boss this morning.
He imparted a snippet about winning back some work previously lost on price to a print management type of operation. The customer returned for two reasons: one, the excellent customer service offered by Printer A, compared to Print Manager B, which of course the client only really fully appreciated in its absence. Two, the customer also realised that they were losing out by not having a direct relationship and rapport with their print supplier, especially as printed materials are a key driver of sales for the customer's own business.
What's more, the customer also recognised that such services add value and are indeed worth paying for. The old adage "you get what you pay for" in action. Hoorah!
The other thought-provoking aspect of the conversation was a paradoxical problem thrown up by the aforementioned excellence in customer service. By working with a very good, trusted printer with superlative service, the key customer contact can effectively relax and delegate day-to-day interaction to, say, a more junior colleague in the purchasing department simply because things run so smoothly. And then, of course, it's oh so easy to forget just why things are so serene...
The danger for my printer chum is that his firm's proficiency can result in a distancing of the relationship with key influencers at his clients. A thought-provoking conundrum. What's the best tactic to overcome it?
