By Jim Stiles, CEO
For quite some time now we have run a program of generating surveys for a quick response from our clients asking if they were satisfied with the product and service they received on their last order. The feedback we received has been excellent and we greatly appreciate the responses. Sharing positive feedback with the staff goes a long way with helping to keep our staff positive and letting them know their hard work pays off. Recently, in a large survey response we were overwhelmed with positive feedback which clearly showed we are the BEST supplier in the industry. Well, I am a realist and understand no company is that perfect. We are all still human and not SUPER Velocity Print Solutions who can print at the speed of a bullet, bend steel with our paper cutting machines, or even stop a locomotive to make a job happen on time. There has to be clients who did not feel fully satisfied with our services. Unfortunately, not all clients are willing to say so and it is those I worry about. After all, if I just gave positive feedback to my son and never commented on how he might improve on something how would he ever learn?
I am sure that not all clients are comfortable complaining to the business because perhaps they feel their complaints will fall on deaf ears or they will be labeled as a complainer or perhaps it just wasn’t worth the trouble. One big thing stopping negative feedback I’m sure is that the client does not want to throw a sales person or customer service representative under the bus. To that point, I do not know of many professionally run companies who hang staff from the rafters if a little professionally presented criticism came in from a client. Any business needs criticism and constructive feedback to grow and improve their products and service levels. The little things matter. Did we keep you informed through the process? Did you have to wonder at any point where your job was or when someone would get back to you? Was the invoice timely and accurate? While it is just fantastic to receive positive feedback it’s really the small things that possibly annoy or take up your time that a survey is trying to unearth and provides the most valuable feedback to a company.
Our team excels at custom projects. We recently handled a special project for a Fortune 500 client to create a series of gifts for an executive leadership training series. This involved sourcing a stylish custom box that featured a debossed logo, as well as custom foam inserts that would not only protect the product, but have an elegant presentation and ship safely both domestically and globally. There were different themes based upon which country and location the leadership class took place. Some of the gift items included personalized letters, branded leather luggage tags, engraved brass compasses, commemorative coins, acrylic branded paperweights, and imprinted magnifying glasses as well as other items. Our promotional team and account manager sourced all the products and handled the print, packaging, fulfillment and shipping to over 50 locations globally. So, if you have a unique project and are wondering where to start or what vendor to contact … give us a call. We’ll be happy to assist and work with you to coordinate all the details so that your project exceeds expectations.
Velocity Print Solutions a Northeast Regional provider of print related communication services, headquartered in Scotia, NY has announced plans to centralize their production facilities. Velocity will be moving its smaller lithographic printing operation located in Middlebury, CT to their larger Albany, NY (Scotia) production facility. Velocity will be retaining a sales office in CT to house customer service and sales personnel. A six color large format 40″ lithographic press with automation and coating capability will be moved to the NY facility and will complement the existing offset and digital printing offerings.
Customers asking for higher volume print quantities more suited for lithographic than digital will be pleased to learn we can now offer all this in one location. Project management will be streamlined with the variety of presses all in one location as well as fulfillment, mailing and shipping services. In addition, the corporate office in Scotia will be adding positions for press operators, production and sales staff.
Jim Stiles, CEO states that:
“This consolidation will put Velocity in a much stronger position to compete in the marketplace. Our wide variety of print related services that we currently offer will be complemented by the new services we intend to add in the near future.”
The other night, after dinner, my daughter and I were cleaning up the kitchen. I was washing the dishes, she was drying them and putting them away – or at least that was the task she was assigned. She dried some and put some away and then I noticed that the dishes were piling up beside me. I looked around and found her feeding the cat. She came back, dried a few more dishes and disappeared again, this time she was writing a note to herself about school. She came back again and helped a bit more, then was gone. When I tracked her down she was checking her email to see if her teacher had replied to her about a project. When I questioned her about the mounting stack of dishes on the counter she replied that she was multi-tasking.
That really made me think about the value of multi-tasking as a skill. How often do we let ourselves get pulled in different directions instead of staying focused on the task at hand? Our industry demands everything immediately. I don’t even get actual deadlines anymore, everything is either HOT or due ASAP. This false sense of urgency makes it easy to justify the partial completion of jobs and projects in favor of the most recent crisis that was dumped in your lap.
So, is it a skill to let yourself get interrupted? Is it good time management to drop everything you are doing in order to work on something that is of equal importance as the project you were working on in the first place? Are you using good organizational skills if you start a project and then stop it in favor of working on something that you would rather do? Is multi-tasking just another way of saying, “I get easily distracted”?
In answer to all of those questions I would have to say, “It depends on the situation.” I would love to be able to tell everyone who calls, emails and stops by my desk that I’m busy and that I’ll help them as soon as I wrap up whatever I am working on. However, the reality is that our business is so fast-paced that I think I could only get away with that kind of response a couple times before my boss started getting complaints. The trick really seems to be determining what is truly urgent and what can wait. Once you know that, then you can decide whether you are going to multi-task or just plain task.