In the signage and printing industry, consistency is a big part of customer service. Initially, we think of customer service as that first phone call or talk at the front counter, but excellent customer service bleeds into every step.
We try to make the process as easy as possible for our customers. They’re busy, and getting their vehicle lettered or getting a sign produced is probably just one of many things they need to take care of on their to-do list. By keeping excellent records of the customer’s job, we can streamline the process for them on reorders.
Precise notetaking of measurements of installed graphics on vehicles, recording the vinyl colors or Pantone colors used, keeping all artwork on file and cataloged for easy finding, and filing paperwork and sample prints with their paperwork ensure consistent reorders. When customers park their vehicles next to one another in the yard, they want to see matching colors and consistent placement.
We recently earned a new customer with our customer service. He was getting his vehicle graphics for his company from another supplier, but every order would have a different green color. He provided digital artwork, and using our color charts, we worked with him to pick out the green he wanted to use on all future jobs.
We noted colors and decal sizes in his file and attached a small sample print to his paperwork. In the future, we’ll be able to match his graphics and ensure there are no surprises.