Sometimes it’s the experience that makes the difference between service providers.
That includes doctors, dentists, mechanics, health clubs, hair stylists, and yes, even commercial printers.
I’m not trying to dissuade customers from being loyal. Rather, I hope people recognize the value of testing the waters to see if they could get a better experience elsewhere.
It’s easy to move on if a current provider is not delivering the product or service to your liking. Something negative is propelling you out the door. I’ve switched doctors and other professionals, not because they weren’t qualified, but because of the experience. It was negative enough to make me leave.
I switched primary care physicians once, because my doctor consistently kept me waiting over an hour and never acknowledged it. I switched an eye doctor because the practice was run like an assembly line. I was passed from one eye technician to the next like a hot potato and then hustled out the door so the next spud could be handled.
A customer experience typically means how you treat your customers when they’re interacting with you. It’s what you say and how you say it. It can be subtle, but when it’s negative, it can trigger our search for your replacement.
What if you’ve been dealing with the same service provider forever? You’re comfortable, but (let’s be honest) you have nothing to compare it with. It’s still smart to check out the competition from time to time. This goes for commercial printers. How else will you know if there’s something incredible, or new, or both, that you’ve been missing? What if you could be treated better elsewhere?
Recently I took a few fitness classes at a different club than the one to which I belong.
The dance moves were the same.
The music was the same.
The instructor was the same.
But the experience was totally different. It was a combination of a few things, but taken together, they made the classes refreshing and fun and brand new for me – after all these years. Based on that experience, I joined the club. Experiencing working out in a new environment was a change I didn’t know I needed until I tried it, purely by chance.
So for any print customers reading this post, keep your eyes open. Visit new printers from time to time to see if the experience they can offer you is different in a positive way. Talk to some of their existing customers. Think of it as a test drive. Maybe you’ll find your current provider is still the best choice for you, and it’ll strengthen that relationship. But maybe you’ll uncover something that blows you away for any number of reasons, and you’ll make a switch, or add this printer to your group of providers. That’s what I did with the gym.
Printers reading this post should recognize the importance of customer experience. All things being equal, would your customers say that none of your competitors could beat the great experience you deliver?