In the past 6 months, we have had three different former Rose City Label customers come back to us for labels. When people try other vendors and then come back for ‘the Rose City Label difference’, it really makes us proud of the work we do here. Interestingly, these were very different companies – a distilled spirits company, an herbal supplement company, and a coffee roaster. All of them were willing to share their experience, and why they came back to Rose City Label.
We Are All Good
One item to note – nobody came back to us (primarily) for price or print quality. Having competitive pricing and outstanding print quality is almost a given. In today’s market, you can’t stay in business if you don’t meet these minimum requirements. The difference was service. Here is a compilation of what brought them back:
Quick Response to Change Requests
When new items are being designed, things often go through many changes. People don’t know what they will like until they see it on the proof. These returning customers remarked at how fast and responsive our graphics team is on updated proofs. We keep the project moving forward and always try to be responsive to the customer.
Offer Good Ideas about Design and Finish
In one case, we suggested eliminating an embossing feature from the conceptual label design. This feature started out as being very important, but when we weighed the cost and time required to add this in, we suggested a less expensive option. This helped them get the new branding out into the marketplace sooner and saved money over the long haul. The added cost didn’t seem to be worth it given the small impact on the final design.
Press Proofs – See before You Buy
We charge for press proofs, but we always recommend them on new projects. These buyers appreciated being able to see the printed label, on the real label stock, before we print the full order. As good as PDF proofs are, there is no substitute for seeing an actual label. This protects us from having an unhappy customer and it makes sure the product looks great on the shelf. This is an extra step in the process, but it is an important part of the customer service we provide.
We Make Them Feel Important
More than anything, these people all said in one way or another that “The other printer didn’t make me feel like an important customer”. Another said, “It almost seemed like I was a bother to them…”. Not every buyer is a fit for every vendor, but this one was shocking! These are established, mid-sized label buyers that will be sending ongoing, repeat business to us for years to come. It is hard to see how someone would be ‘bothered’ by dealing with a customer.
Want to Join or Re-Join the Rose City Label Family?
We remain very busy and growing, but always have time to add new customers to the family. We have the quality to meet all your needs, and our service is outstanding. Please call us today – we look forward to printing for you soon.