A Spoonful of Buyer’s Karma?

Well, it’s a first here at the Corn Compound. I’m actually so taken aback by it, that my first thought was to let you all know what happened.

So I’m working on this project that has cross-media components and I’m doing my thing—sending emails to vendors to schedule calls to review the project’s scope. I provided very basic info, and said I would like to discuss the job this week if they had some time. I received immediate and helpful responses from the print people; the digital people, not so much.

Of the four emails I sent out to the digitals last week, two haven’t responded. One sent me a recap of our conversation the next day for my review so they can begin a proposal. The other basically refused to have a phone call unless I provided enough detail in an email for the company to decide if the project was the right fit to HAVE A PHONE CALL.

As a buyer, I rarely encounter such a thing. Add to that my 45,000-member LinkedIn Group, and 99 percent of the time people want to talk to me, especially if I am soliciting their help. Putting aside my pride, in WHAT WORLD do service providers treat customers and potential ones like that?

This isn’t my first encounter with a customer-service-less digital provider. In their world, it’s a sellers market and they basically do whatever they want to do, when they want to do it. In my experience they barely communicate, frequently miss deadlines, and would charge you by the minute if they had their way. They may be the cool new kid on the block, but they are seriously lacking in old-school print professionalism.

Sometimes it takes a frying pan to the head to realize how good you have it. I am 100-percent guilty of taking the customer-service standards set by the print industry for granted. But no longer!

Deborah is the Principal and Intergalactic Ambassador to The Printerverse at PrintMediaCentr which provides topical information and resources to the Print & Integrated Marketing community, with some fun in the mix! She also is the founder of the Print Production Professionals Group on LinkedIN and works behind the scenes with several print organizations and companies helping with their marketing and social media efforts. With more than 24 years of experience in print production, print buying and project management, Corn has worked for some of the largest and most influential ad agencies and has played an integral role in projects that have won ADDY, CA and other advertising award honors.
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  • Duncan

    Hi Deborah – You’re not alone in this experience…. Why not nominate your print heroes to the FESPA Hall of Fame as a way to recognise them for their great customer service? They’d receive lots of benefits if they are voted in.