Speed and Accuracy are the Top Drivers of Buyer Loyalty
The proposal should be clear, easy to understand, accurately explain the scope of work, and detail how the price was calculated. This doesn’t mean having a line item for every gory detail, but outline what clients are getting for the money. The best printers lay out enough details so even if their price is high, the buyer has the ammunition to justify it to his/her management team. You want clients to be able to explain clearly why they chose you over the cheaper printer.
Yes, cheaper is not better and buyers know it could come back to bite them. Your proposal should shine when laid out on the table next to the other two bidders.
Do you know how your quotes stack up to the competition? The customer should always know the expectations going in, know what the check is for, and have no surprises midstream.
3) Accuracy of job status.
Print buyers love to feel confident with your answers about job status. If you say it will be there by a certain day and time, you better hit it. The majority of customer survey response comments are about missing expectations. “I was told I would have it by Tuesday and when I called I was told it wouldn’t be until Friday.”
Be accurate with your updates and, if possible, build in a little buffer—ut don’t go too crazy since speed is a big satisfier for many buyers. And call them when things change. Don’t assume or wait for them to call you for an update if something has slipped. Assume they noticed and will be upset.
4) Accuracy of finished product.
Build to specifications. Customers may not give you all the details you think you need, but push back if needed to make sure you don’t have to wing it. There is no place for excuses. ISO 9000, Six Sigma, Lean Manufacturing all focus on that zero-defect philosophy and monitoring.