Speed and Accuracy are the Top Drivers of Buyer Loyalty
How long does it take a CSR to discover the status of an order in your plant? Do an audit of your shop’s speed by asking about any random order.
4) Speed of turning around projects.
It all comes down to deadlines—knowing when the customer needs it done, and hitting that mark. This is the biggest satisfier for buyers in the realm of speed. Out of a pool of 30,000 print buyer surveys, missing deadlines is the second biggest complaint; quality of the end product is highest on the list.
Set realistic expectations and educate the buyer on how to collapse turnaround time. Many times the customer doesn’t help you turn projects quickly, but explaining what you need and by when clearly can speed things up for both of you—making the buyer look like a hero.
Measure—Measure Again—Improve. You must be doing all of these constantly. If you are measuring it, then you can manage it.
Five main processes that need ACCURACY to set you apart:
1) Accuracy of advice.
The value-added service you offer is consulting and advice. Offer quality advice that saves money, produces a better outcome or result, shortens the turnaround time, approaches the goal in a creative fashion, and makes buyers look smart. Remember, it’s about making your customers look good.
Be careful when hearing praise from a customer. Don’t get complacent. Sometimes we feel we are positioned as the knowledge experts with everyone, but it may just be with that one customer. Stay abreast of cutting-edge technologies and production approaches. Invest in yourself and your staff to be more marketable. You must have the most talented staff around.
How much did you set aside for education in 2012? Make it part of your budget.
2) Accuracy of proposals and pricing.