PrintingForLess.com : 21st Century Printing
PFL’s clients seem to have bought into the customer experience. The company has literally hundreds of client testimonials on its Website, and links to nearly 100 video “thank you” productions, mostly YouTube uploads.
“In America today, the overall level of customer service across all industries is so low,” Field says. “We just try to raise the bar, show how it can be done.”
Interpersonal relationships within the walls of PFL are nothing short of progressive; particularly the rules governing them. The company has an “agreement to values” form that encompasses standards such as:
• Fun loving and accountable. Nothing is swept under the rug, which—of course—has already been removed.
• Teamwork and transparency. Everyone’s productivity report is available for all to see. This fact is made abundantly clear during interviews to avoid confusion later.
“If you’re a pressman and you’re not comfortable with everyone seeing your productivity report, then this probably isn’t a good place for you to work,” Field says.
• No gossiping. Back stabbing and office politics are strictly verboten. Employees police themselves and, on a rare occasion, an offender will be reminded of the core values.
These aren’t Brave New World concepts dreamed up by Field; these values are embraced and treasured by the employees. They promote teamwork, increase morale and provide them a better sense of work community.
When people are hired at PFL, they are given a communications assessment, which identifies the employee’s primary communications style. Each style has a corresponding color: Red means the person is direct and to the point, blue likes details and wants time to process them, yellow is open and spontaneous, and green is sensitive and prefers a courteous approach. The color bars are affixed to the name plates on employees’ desks, advising those who approach them of their preferred style of communication.