Tag: custom printing for small business

Is Your Process Driving Customers Away?

Posted on Posted in Customer ServiceTagged , , , , , , , ,

We opened Stafford Printing just over 32 years ago.  At that time, a black-on-white thermographic business card – meaning it had raised print – would take about three weeks to produce from start to finish. As the fax machine became commonplace, an order could be faxed to the manufacturer, and we would in turn receive a proof back in a few days, which we would then fax to the customer.

Everyone was happy with this back-and-forth process. Three weeks was considered a reasonable time frame from order to delivery. A rush order – where a frantic client might say that they needed the cards within a week – would be produced in-house for delivery just in the nick of time!

Of course, times and technology have changed over the years, and so have our expectations about ease of production and turnaround.  Some industries and companies have kept up with these developments; others have remained mired in the old, more labored ways of doing things.

I thought about this today as I filled out forms in the doctor’s office. Even though there have been no changes to my personal information, I was handed three sheets of paper, two of them printed front-to-back, and I was instructed to re-fill out the forms.  I couldn’t imagine why this was necessary, since they already have all my information. It was frustrating, and it made me want to hand over a copy of Shep Hyken’s Convenience Revolution.

In his book, Hyken writes about how to deliver a customer service experience that disrupts the competition and creates fierce loyalty. The secret sauce: reduce friction between you and the customer; be convenient. Answer the phone when a client calls instead of having them navigate a phone tree. Make the ordering process efficient and easy to understand. Communicate clearly regarding job completion and delivery.  In short, make things as easy and frictionless for your customer as possible. Don’t make them do unnecessary work.

I believe Stafford Printing is a good company. Our goal is to be great. Making it easier to do business with us is a goal we work toward every day. Thank you for being on the journey with us. We appreciate your business, support and loyalty.

Why the Visual Aspects of Your Business Are So Important

Posted on Posted in MarketingTagged , , , , , , , , , , ,

Business owners have a lot on their minds. There are so many moving parts to running a successful business, that often the more creative aspects get put on the back burner. It’s important to remember, though, that creativity can actually help move your business forward in several crucial ways.

Branding is the glue that holds everything together. When was the last time you looked at your logo with a critical eye? Your logo is the company brand and is usually the first visual that pops into your head when thinking of a company. Stafford Printing’s swirling O in Stafford and the arc that wraps from the R in Printing to the swirl is memorable. Customers often comment about our logo and it has remained in place for over 25 years. Owner Howard Owen commented that the swirl represents the energy of the employees at SP because it can get crazy manufacturing orders on a moment’s notice!

A consistent branding strategy is essential for any business, and although that includes a wide range of things like establishing company tone and messaging, the visual features of branding should never be underestimated. Think about how many brands you can recognize simply by their logo or font – how things look really does make a difference to how memorable your company is.

A strong visual impact brings in customers. In most cases, the first contact a customer has with a business is something they see: an advertisement, a website, or maybe even a product in its packaging. First impressions matter, so you want that initial contact to have as great an impact as possible. Like it or not, looks are important in this regard – after all, most people buy wine based on which label they like best, and consumers will naturally be drawn toward companies that have clearly put some thought into their graphic design strategy.

Simply put, people enjoy things more if they’re pleasing to the eye. Have you ever received a stunningly beautiful invitation to an event, or flipped through a luxury product brochure that was really high quality and well-designed? There’s something undeniably satisfying about the experience. So whether you’re trying to court new business, create something fun for the people in your office, or announce a new and exciting development, it’s always going to be more enjoyable for everyone if it looks great.

Creativity and passion go hand-in-hand. Sure, there are a lot of important parts of a business that aren’t particularly glamorous – crunching numbers, making business plans, and organizing all the legal paperwork. What makes it all worth it, though, is the first time you see your newly-designed logo printed on your business cards, or the name of your business displayed across a huge sign. it’s a feeling like none other, and that sort of motivation can really drive you to remember why you wanted to go into business in the first place.

Don’t let the visual components of your business be an afterthought – work with a skilled designer and a quality printing service, and make sure you get all the great-looking materials that your business and its customers deserve to have.

Unique Printing Ideas

Posted on Posted in Die-CuttingTagged , , , , ,

By HOWARD OWEN

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

Available Die-Cut door hanger
Busy Die-Cut door hanger
Star Mailer
Pocket folder

Surveying Your Customer

Posted on Posted in Customer ServiceTagged , , , , ,


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!