Tag Archive for ‘Service’

Why I’m In Love With Floprint

These are my thoughts on how a company can go out of their way to make you feel like the most important person in the World.

In my job, I don’t have the luxury of knowing exactly what we need to order, print or have created weeks in advance. Usually it is a “get this done as freakin’ fast as you possibly can” type situation. The only way I am successful at completing these projects is because of companies like Floprint. They have built up an expectation of service and they consistently deliver on that expectation. That is the essence of building a great brand.

Sure they’re not the cheapest in town but when you’re printing company or client materials do you really want to be looking for the cheapest alternative? Not a chance. Personally I need a certain standard of quality.

Floprint just seems to do a lot of little things right, examples:

-The manager knows the production costs inside and out so he can always recommend the quantity that will be the most cost effective (this might seem miniscule but a big deal when you’re printing client materials).

-They are friendly on the phone (even when you need
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Apologizing Too Much

Jeph Maystruck October 09, 2009 0 comments

When you patronize restaurant, hotel, or another service industry and they make a mistake, they apologize. We all do it, it’s polite, you’re supposed to, and usually you get a good response when you apologize. But what happens when you apologize too much? Any service manual will say apologize three times over to make it right but is that excessive?

When you over apologize to me you make me feel as if you made a larger mistake than it seems. At restaurants if my server continues to apologize to me it makes me think that they really did mess up. Instead of sincerely owning up to the mistake and trying to make it up to me with exceptional service you keep dwelling on it. Unfortunately now you have put into my mind that it is a much bigger mistake than it really is.

Stop apologizing, I know you messed up, we all do it but please don’t over apologize you’re making yourself look worse than you actually are. If someone can’t forgive you for a small mistake after one apology then they don’t deserve you apologizing the fourth and fifth time over, save your breath.

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The Bad Service Strategy

Jeph Maystruck September 23, 2009 0 comments

No company in their right mind would ever admit to it but the fact of the matter is offering less(bad) service can be quite a cost saving and yes this is a strategy, surprisingly a very good one.

It’s frustrating at times to find help in a store that prides itself on no service. Have you ever tried to call Super Store with a question or problem? You can’t there is no number. Ever asked a Wal-Mart employee a detailed question about a non-stick frying pan? You may luck out but the odds are the person can’t help you.

The reality is these large corporations understand that service costs money and after performing a cost-benefit analysis on service they determined it was not worth it. Customers would rather have lower prices rather than paying from someone to help them while shopping. Is that what we really want? Would we all pay a little extra for better service? There’s the catch.

Would you still shop at Wal-Mart if the prices were increased by five to ten percent but it included good service? Maybe, but I would be willing to bet that the majority of us do not need great service, it
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