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Founder, Print Buyers International (PBI)

Margie's Buyer Insights

By Margie Dana

About Margie

Margie Dana, a former print buyer, is the founder of Print Buyers International (PBI) and its member-based organization, Boston Print Buyers. These professional organizations cater to print customers worldwide through education, an annual buyers conference, Print Buyer Boot Camps, and networking opportunities.

Margie's perhaps best known for her weekly enewsletter, Margie's Print Tips, which she's published weekly since 1999 in an effort to build bridges in the industry. For years, Margie has been a popular speaker at industry events here and abroad. Her clients include print company executives who rely on her to help steer their marketing campaigns and make their online efforts more customer friendly.

 

THIS Is How You Take Care of Customers

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Good news needs to travel as fast as bad news—am I right? To that point, I must give a public shout out to the young woman who’s in charge of my website development, especially the very complex PBI 2012 Print & Media Conference registration pages.

Kerri Stinson of Grow Socially is my project manager. She’s my primary contact, and if you know me at all, you know I can be a demanding client. This week, Kerri taught me so much about the right way to treat customers. I had to share.

To give you some perspective: my team and I have been working feverishly for weeks getting the conference site pages in order so that we could “open for business” on a certain date. Attendee registration is complicated in ways I won’t bore you with, but trust me, it takes a lot of work and proofreading and testing of forms.

Coincidentally, my team members were unavailable on the same few days this week—just when I began testing forms and proofreading every site page. I had pushed our development team at Grow Socially, and God bless them, they came through early.

There I was, badgering Kerri every few minutes—over several days—with emails to fix this and double-check that, all the while letting her know my “open for registration” date was sacrosanct.

How did she react? Let me tell you.

She was always efficient, professional and responsive.


If she wanted to smack or throttle me, she never let it show. Every communication we had was terrific and polite. (She may have been throwing darts at a voodoo doll with my face on it back in her office, but I couldn’t sense anything except service and dedication whenever we connected.)

She must have sensed my stress (Duh!), because she knew exactly how to treat me—with quick email responses that usually included, “I’ll look into this right away.”

Kerri can teach others a thing or two about customer service. She has those qualities everyone in this role needs:
  • Patience
  • Professionalism
  • Empathy
  • Service-mindedness
  • Poise
  • Flexibility
  • Nimbleness (is this even a word?)
  • Detail-conscious
  • Responsiveness
  • A sense of calm (to my storm)
  • Brains
  • Skills in her specific role
  • A pleasant demeanor

As soon as I am done with this post, I am calling her boss to tell him exactly how I feel about how well she does her job. Her title officially is “Web Developer and Social Media Marketer,” but to me, Kerri Stinson will forever be known as a Godsend.

We are now officially open for business—for sponsor registration, that is—thanks in large part to one Kerri Stinson. Thank you, Kerri!
 

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