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 Corn is the Intergalactic Ambassador to The Printerverse at Print Media Centr, a Print Buyerologist, international speaker and blogger, host of Podcasts From The Printerverse, cultivator of Print Production Professionals the No. 1 print group on LinkedIn, Girl No. 1 at Girls Who Print, host of #PrintChat every Wednesday at 4PM ET on Twitter, the founder of International Print Day and the founder of #ProjectPeacock. She is the recipient of several industry honors and sits on the board of the The Magazine Innovation Center at the University of Mississippi, and is an advisor for the Advertising Production Club of NYC.
Deborah has 25+ years of experience working in advertising as a Print Producer and now works behind the scenes with printers, suppliers and industry organizations helping them create meaningful relationships with customers and members, and achieve success with their social media, content marketing, event marketing and sales endeavors.