Taking A Common Process and Creating an Exceptional Experience
Just yesterday, I was facing a tight timeline - printing a 350 page final project summary binder at the 11th hour for a client meeting early the next morning. Knowing that I needed someone who could turn the printing around quickly I called Kinkos. The first location I called said they couldn’t help me – 5 hours wasn’t enough time to complete the project, they were swamped. I then called the 24 hr Kinkos location known for its high volume capability. After being answered abruptly I waited for about 5 minutes on hold. Then, when my call was taken, I was told that I should have planned my time better and no, they could not help me. I asked if there might be any other locations that would be able to complete the work and I was told “I have no idea and I’m very busy”. That was it.
Flipping through the phone book, looking for another printing house I came across Print Three. http://www.printthree.com/ I had heard of them and decided to give them a call. The person who answered the phone was warm and friendly. He said that he understood the stress and pressure of tight timelines and asked me to give him all the details of my request so we could get things underway. When he provided me with the quote I was taken aback. He could start right away, meet my deadline and it would cost $200 less than Kinkos. Feeling a bit skeptical I asked what the difference was between Print 3 and the larger printing houses like Kinkos. He gave a chuckle and told me that Print Three are experts, that they love what they do and that they don’t see the point in gouging customers. He also mentioned that all of their staff have been in business for years. This is what they do – its not a part time gig. He then gave me his name and told me to ask for him when I got there.
I rushed my printing files over, arriving in a flurry of stress. I asked for the gentleman I had spoken to on the phone. Apparently he was off on a delivery but he had relayed my requirements to them and they were ready to go. They even knew my name. They invited me in to watch them load my files and make sure that everything looked as it should. As I was in there the store manager came by to introduce himself – nice touch I thought. They produced a sample for me which I approved and then we were off to the races! I was given the length of time it would take to complete and was thanked for my business. I was then given the option of coming back in to pick up the printing myself, to have them bring it to my car anywhere within a few blocks when it was ready or to have it delivered. Lots of convenient options!
I chose to go back in to the store to pick it up. I was encouraged to check over the copies to make sure they were up to snuff. I was asked how the rest of my day had been. After paying they told me again how much they appreciated my business, that it was a pleasure and that they hoped to see me again soon.
When I got home there was a message waiting. It was the first guy I spoke to. He said that he was sorry to have missed me but that he was glad that all had gone well. Oh, and good luck with the presentation tomorrow.
I have gone back to Print Three twice since that first visit and the experience has been the same each time. This was my experience at a printing house. If you ever doubt that a business, as common as printing can create an uncommon and memorable experience … go and visit the nearest Print Three!