How Do You Make Things Right When Things Go Wrong?
Make-goods are a familiar reality for any business that sells something. For us printers, waste, spoilage and over/unders are expected in production and they are a cost of doing business. Re-dos are painful and frustrating, but a normal part of the business too.
There are few factors that can derail a print project: miscommunication between a sales rep or CSR and a customer; errors in write-ups; changes in the project specs that aren’t passed on; proofing misses; and production errors.
So what can be done about it? How do we get best outcome where everyone is happy – the customer and the company?
Righting wrongs with deliverables can be costly in themselves; even more so when relationships and professional credibility are put at risk and pay the price.
It is our first priority to make it right to our customer – whatever it took – even when the fault belonged somewhere else. Often, we have sat down with our customer(s) and showed them what went wrong, why and how to fix it to mak sure it didn’t happen again. We are also aware that sometimes the client is held accountable to someone else who might be applying pressure on them. (“Do you know what you are doing?” “Why hasn’t this project been handled already” “Do I need to put someone else in charge of this project?”)
We love to go above and beyond to take away the pain of mishaps by offering reprints, special delivery or shipping options, credits, speaking to the customer’s customer and more. These “righting wrongs” – accepting responsibility and showing how seriously we address errors – is our hope in turning a disappointment client into a raving fan.
"One customer well taken care of, could be more valuable than $10,000 worth of advertising."