I’ve been asked numerous times to create some marketing tips for the printing industry. Today’s marketing tip is customer reviews and how to get more of them.
Why should I seek reviews from my customers?
If your company has any type of internet presence: website, social media, local listings, directory listings, then customer reviews have an impact on your company. When current or prospective customers search for your products and services, your customer reviews are very likely to be displayed. Having positive reviews has been a determining factor for many of our new customers.
Where should customers leave a review?
Google+ is the best and gets the most attention, but there are hundreds of review opportunities: Facebook, Manta, Merchant Circle, Yahoo, Yelp to name a few. I’ve setup a web page with links to the review sites we prefer, but the best method is to email your customer a link to your preferred review site, we send our customers to Google+. Whitespark has created a Google Review Link Generator that makes custom links to send your customers.
I was told that it’s wrong to ask for reviews, is that true?
Yes and no, some sites, like Yelp, have strict guidelines for reviews, while most sites welcome requested reviews. I strongly recommend researching the sites review policy to ensure you follow their guidelines.
How do I get more reviews?
It’s a process of good customer service from the initial point of contact. Our top project coordinator, James Zambrano, received over 80 Google+ reviews in 2017 and is on pace to eclipse that number this year.
Always be attentive and professional.
Never make promises you can’t keep.
Be very transparent, if it’s going to cost more or be delayed, make certain your customer knows ASAP.
Offer options, sometimes your customer may not know they have value added options.
Stay on top of the project as it moves through your company, address obstacles before they become issues.
Send them notifications on shipping/delivery times.
Follow up after the delivery to ensure everything is as promised.
Send them a very polite email, thanking them for their business and ask for the review, sending them a link to your preferred review site.
What do I do after I get a review?
Always reply through the platform it was left on. I login to Google+ and say thank you, make a short, positive comment and mention the reviewer by name. Acknowledging the effort of the customer shows you are attentive and they get a message from the site acknowledging your reply.
What if I get a bad review?
Bad reviews are an unfortunate part of the process, unhappy or unmotivated employees can poorly represent a company. Remove unenthusiastic employees from the customer chain is priority one, this will prevent more bad reviews in most cases. Always address the review through the platform, if it was a product issue, offer them a substitute. If it was service oriented, thank them for bringing it to your attention and politely tell them it has been addressed. Never blame anyone, always accept the consequences as a company leader and stay positive. Do not become engaged in a long, online battle between “the company” and the customer, remember, many others will see your comments and that may influence them negatively.
Like it or not, your company is represented by reviews and reviews are influencers to your customers.
Managing your review campaign is easy when you have great people like James. Motivate and empower all employees to give 110% effort to every aspect of every project and positive reviews will be forthcoming.
Improving your office appeal, no longer requires brushing of paint and the mess, fumes and lost time from work associated with it. Why be restricted to a single color, when there is a rainbow collection to select from? Besides, a painted wall (especially eggshell white) is only a canvas to hang pictures or utilize as storage for your endless collection of “Sticky-Notes”.
Gone are the days of ugly, drab, “big box store” wallpaper, we offer a much better solution for office appeal, custom printed wall murals!
Wall murals are decorative wall coverings, full color, custom printed with the image you provide, or we help you create. It could be your company logo, lettering or a picture that you are fond of, the imagery is unlimited! Often referred to as mural wallpaper art, our murals can be any size you wish, including huge wall art.
Transform your lobby, meeting rooms and office walls into a rememberable experience that impresses your visitors, encourages your coworkers and demonstrates the professionalism your company provides. Custom printed wall decorations invite conversations that bridge the initial divide for a visit. Modern wall decals can provide a comfort level that ordinary, painted sheetrock is incapable of achieving.
Custom art wallpaper is also available; we print in an overlapping flow pattern that enables our finished wall graphics to recreate any image into wall size art. Entire wall wraps or single image murals, we can design, print and install to nearly any surface.
We print on a commercial grade vinyl; it has an adhesive backing that requires no glue to adhere to your wall. Our vinyl will not damage most walls, is able to be cleaned with warm water and a mild detergent, and it’s completely removable. We employ full-time, professional installers that, in most cases, can install your mural in under 2 hours and a complete wall covering in approximately 4 hours.
Walls, Floors and More
We stock a variety of vinyl grades, this empowers us to custom print and install window murals, ceiling murals and floor art. Our selection includes perforated vinyl to allow one-way viewing, while blocking the sun from your office. Wayfinding signs are made easy with custom printed vinyl. We can make temporary or long-lasting directional signage and install it to nearly any surface.
If you want to see examples of our work, visit our wall murals web page, we also have numerous examples in our production facility and welcome you to schedule a tour. We are very proud of our work and enjoy showing/educating our visitors on how effective wall murals can be.
Is there a right and wrong way to print a book? Obviously, there is, so let’s delve into how and why there are better methods of self-publishing.
Comments from unhappy non-Heritage customers:
“The other printer had no clue to what my children’s book was about, he just wanted to print it his way, no options.”
“My previous printer changed employees and the service is terrible now. The quality is much lower, and the respect is completely gone.”
Comments Heritage Printing Customers put on Google:
“We had such a pleasant time working with the staff at Heritage Printing & Graphics on a significantly large project. Lamar, Kevin, and other members of the team did a fantastic job. The finished product was lovely, and we were delighted with it!” – Naomi Zeigler
“I needed a printer to print and mail a fundraising piece, so I googled and contacted several companies. Heritage got back to me quickly and offered several solutions. We ended up going with a self-mailer and are very happy with the results.” – Bobbie Westmoreland
“Fantastic experience with Heritage in all aspects of the process, from printing options for pricing and timeline for delivery. This is a wonderful team to work with, especially when you’re in a pinch. We had a lot of moving parts and many voices involved, and they were helpful with streamlining the process and getting us a great quality product very quickly. Thanks to James and team for their great work! Looking forward to working together again.” – Taylor Prochnow
The right way to self-publish entails good customer service coupled with a quality product at fair market values. The Heritage “Process” is centered on great customer service first and foremost, we want you to be very happy with your book, because when it’s time to reprint, we want to be your book maker.
Quality is critical, we utilize industry leading technology and printing equipment to DIP, direct image print, through our set of Ricoh printers. DIP empowers us to make saddle stitched books quickly for fast turnaround times.
Our Heidelberg is a sheet-fed, ink-based printer, bets utilized for large orders. It provides impeccable quality for orders over 1000 and larger volumes have substantially consumer friendly prices.
Heritage Printing & Graphics celebrated our 40th Anniversary in 2017! We are a preferred printer for numerous large companies because we understand their needs and have the knowledge to exceed their needs.
More about me: I aspired to be a chef, (I still love to cook), but the chef’s life/career was not to my liking, so I kept it as a hobby. I began writing (but never finished) a cookbook with my original recipes. My train of thought: “Why put so much effort into a book I will promote, that has my name on it, only to endure a stressful, unsatisfying process, with the end resulting in a disappointing product?”