Alistair Cane comments on caring for the client
Caring for the client, Philip Chadwick, PrintWeek, 23 January 2009
The UK has a pretty poor reputation for customer service; not just overseas, but also within our own borders. It's a similar situation in the printing industry, which has famously poor customer service standards. However, in times of economic turbulence, keeping hold of the customers you've got could prove to be more valuable than going on a fruitless hunt for new ones.
Read the full article at: http://www.printweek.com/news/875047/Caring-client/
Comment from Adare's Alistair Cane within the article:
.Adare executive director of business development Alistair Cane believes that to get a good understanding of customer service, it's first worth taking a step back - consider your experiences on the high street. When you are buying something as a consumer you want to deal with people who show an interest and show that they care. The trouble is that we are very accepting of poor customer service, he says. If you don't look seriously at it, your clients will just walk away.
It's important to gauge exactly what level of expertise the client wants, and, according to Adare's Cane, it's vital to have the knowledge base in place.
What customers expect from our industry has changed over the past few years, he explains. The general perception is that just doing a job is good enough. Yes, they expect you to do what you say and on time, but they also want ideas, cost savings and your knowledge of the market. The first thing to do is to get the right people on board.
The quality of work and the ability to hit deadlines are givens, but with the right staff on board, Cane believes Adare can have sensible conversations with customers about their demands and perhaps guide them down a different route.
