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February 19th, 2019

Surveying Your Customer . . . or finding out if there is friction that is preventing the customer from doing more with your company!

There are a number of software programs available today that you can use to survey your customer. Stafford Printing has been engaged in such a program for a client for almost 10 years, which in itself is an indication of the success of the program. The astounding response rate of the survey, and the valuable data collected, gives our client’s customer service team so much information it takes months to digest and follow up with the respondents.

The survey only asks two questions designed to measure customer loyalty. One question is about the quality of their experience and the other about the likelihood they would refer the company. Because the questions are easy to answer – on a scale of one to ten – and the responses are on a postage paid postcard, it is incredibly easy to complete. Another important component is the comments section. So much valuable information is collected, and the company is able to use it to improve customer service and solicit new customers.

The second part of the headline – about friction – is often not considered when businesses look to enhance customer service. Are there friction points in your business? Are customers spending too much time on hold or standing in line? Are they having to be patient to do business with your company because your website is slow or not up to date, or doesn’t do what it should?

We are the midst of a transformation – think Amazon! To learn more about this, I suggest reading or listening to The Convenience Revolution, How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty by Shep Hyken – https://hyken.com/online-store/the-convenience-revolution/.

Companies typically choose a focus – customer service, operations, or sales, for example. I like to think Stafford Printing is customer focused. We aren’t perfect, just like computers, but we try hard to satisfy our clients and provide services that help them grow their businesses. We see this as our only reason to exist!


January 15th, 2019

As 2019 gets under way, I want to share three unique printing ideas with you. All three touch on different areas of your work life.

First, for in the office. Sometimes your door is shut because you want quiet. Is it sending the wrong message to co-workers? Stafford Printing developed a solution. Much like hotels have do not disturb cards, SP created a Busy/Available door hanger. So even when my door is shut, if the hanger says available, people are free to walk in. Of course, busy means busy! Some clients have taken this to a different level – Go Away/Come In; Leave Me Alone/Please See Me. You get the point.

Second, for reaching out to customers. Instead of the traditional letter and card, we utilize the “Star” letter. It’s a card die cut in the shape of the star that folds to a business envelope. Instead of two sheets paper, we use one. We write our message on the inside, fold up four sides, and attach a die cut label. It’s a perfect way to communicate with your clients and the ability to use different designs is a great way to make sure your client is opening the letter and seeing your message. You are standing out!

Third, personalized pocket folders for your prospects. If you’re delivering a proposal to an organization, how better to present yourself and your company than with a personalized pocket folder. The variable can be anywhere. For example, if you’re presenting to a department, each employee can receive the proposal in a folder with their name on the cover. The extra effort in doing this will more than likely keep the folder front and center because it has the person’s name on it.

These three products are all produced in house at Stafford Printing for our own use, but we’re happy to adapt them if they may be useful in your company as you touch base with your customers or seek out new clients.

We have pdf’s for all of these…you can download them here:

Get the door hanger die-lines here

Get the star letter die-lines here

Get the mini pocket folder die-lines here

Spread the word!

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