Reviewing your customer service

According to the Institute of Customer Service “A tangible product is only one aspect of the supplier/customer relationship. The other aspect is service; indeed, in many businesses, there is no physical product. The only relationship is service”

In today’s competitive business environment, the quality of customer service is paramount. By monitoring the quality of our service we have learned a lot from our customer interactions, which has made us rethink our service and processes. For us to the service quality and managing our customers expectations will always be a priority and challenging. For brands, who want to create and maintain a good reputation it is an essential part of marketing particularly if you are a local business or supplier. Are you scared to do them in case you are faced with a negative or nasty review?

We’ve all been there and lets face it customer expectations are pretty high these days and there are plenty of competitor to entice them away. We all say we provide an excellent service, but what if you just didn’t on this one occasion for whatever reason ? Lets face it things do go wrong.

As a small business it is now a necessity to encourage customers to leave a review to manage our reputation effectively. Although it is quick and easy to do not all customers take up the chalice. I must say that I always give feedback or reviews where ever possible.

The first step is dealing with the customer complaint or low review quickly, if it is on social media for all to see. What is really bothering them, and what were their initial expectations ?

  • low quality service
  • low quality product
  • Delivery problems

My aim is to regain their trust and understand their frustrations in the first place, if they are angry I would still remain calm to diffuse the situation. A good customer experience is crucial to the success of any business. When it isn’t delivered, it’s then becomes a problem. Accepting responsibility is the first step in turning a negative into a positive and if they are unhappy with the product they will leave being happy with the customer service and the solution you have provided.

I always thank the customer for their feedback, then validate their experience putting myself in their shoes. If they’ve experienced a low quality product / service, I would show an understanding of the issue and explain how im going to ensure it wont happen again. If their complaint is more general I would get as much detail as possible then take the discussion offline and ring to speak to them. Sometimes it is just a lack of understanding or information. Usually for us it is the delivery or production time has been interpreted wrongly. I try to supply the correct and appropriate information and direct them to that source (maybe your website or a link). In one instance our 3/4 day turnaround didn’t happen because of two bank holidays. We learned from this and adjusted the timescale accordingly.

In all cases, I try to defend my brand publicly and let people know how the issue has been resolved which will gain the trust of your customers and lets them know that you value them. Apologise and offer them a goodwill gesture such as their money back, a future discount or freebies. Above all I learn from it and try to ensure it dosent happen again 🙂

The many options available are growing and it would be unreasonable to ask them to leave a review on all of them. So, which one is optimum for your business and easiest for your customers ? Google My Business, allows reviews, comments, and pictures. Because it is Google, it can give you a boost in a search. Do you opt for your own website perhaps, an email or text direct to the customer ? Do you use a social site like Twitter which is so fast paced it would be difficult to find (unless you had a review hashtag, perhaps), but the tweets can still be found in search results. Facebook is now moving up the ranks as the first place potential customers visit and seems to be working for us. I send a link direct to our Facebook Reviews section of our Page, they then have to click the grey stars to choose a rating, and then write an optional review. They can make that review public, visible to friends, or visible only to them. This for us seems to be the quickest and easiest solution for our customers.

Each provides customers with opinions and reassurance from people just like them.

I would be interested what experiences have you learned from and which platform do you use ?

Advertisements

SPOT UV – Simply Stunning

What is SPOT UV I hear you say…. well it is an area of Ultra Violet gloss coating that creates a glossy finish to a targeted areas on top of your printed job to make your business cards , postcards and flyers stand out from your competition.

SPOT UV works well on larger or smaller areas and as a pattern on a flat background. The varnish is applied using a process similar to screen printing,. We would advise that it is not suitable for small text as it can make it difficult to read. At Millfield Media Print Shop we can help and guide you with your artwork to create a business  card that your customers wont forget. We also have a help hub on our website to assist you when you are creating and uploading your artwork, not to mention our 5* customer service.

Our advice for designers is that when you are supplying files for print you must also supply artwork for the spot UV itself. The SPOT UV artwork should consist of solid black shapes – 100% K only and in the exact position on the page where the spot UV is required, ideally in vector as opposed to bitmap formula.

HELPFUL TIP: The Spot UV must be on a separate page and have the same dimensions and crop marks in the same position as the printed file.To do this firstly create a blank PDF that is 85 x 55mm, then insert it in one of the two following ways. Either combine your files using Acrobat Combine PDF function, or insert the blank page into the PDF by using Acrobat Insert Page function. Please then ensure that the page order is as described above.

These business cards are proving to be more and more popular. Printed on superb quality 450gsm Silk stock, full colour, double sided then matt laminated to both sides. We then add the Spot UV Varnish to any part of your design; such as logo, pattern or name.This highlights aspects of your design and gives a truly luxury feel they start from just £24 all with free delivery, you can choose delivery options which allows you to budget and save money if you can wait for a couple of weeks.

 

What is SPOT UV

SPOT UV is an area of Ultra Violet gloss coating that creates a glossy finish to the targeted areas on top of your printed job as illustrated above, to make your business cards stand out from your competition. These business cards are proving to be more and more popular. Printed on 450gsm Silk stock, which is superb quality full colour, double sided then matt laminated to both sides. We then add the Spot UV Varnish to any part of your design; such as logo, pattern or name.This highlights aspects of your design and gives a truly luxury feel they start from just £24 all with free delivery, you can choose delivery options which allows you to budget and save money if you can wait for a couple of weeks.

We suggest that SPOT UV works well on larger areas and as a pattern on a flat background. The varnish is applied using a process similar to screen printing, and has registration tolerances of approximately ±0.5 mm. We would suggest that it is not suitable for small text or thin lines. At Millfield Media Print Shop we can help you with your artwork, we also have a help hub on our website to guide you when you are uploading your artwork, not to mention our 5* customer rating.

Our advice for designers is that when you are supplying files for print you must also supply artwork for the spot UV itself. The SPOT UV artwork should consist of solid black shapes – 100% K only and in the exact position on the page where the spot UV is required, ideally in vector as opposed to bitmap formula. The Spot UV must be on a separate page and have the same dimensions and crop marks in the same position as the printed file.

If you would like an further information please dont hesitate to contact us at millfieldmedia@outlook.com

 

48 Hours in Valencia

 

Having booked time off for a long weekend from my job as the Business Manager for Millfield Media Print Shop, we decided to book a city break by train from Alicante. The destination we chose was Valencia which is Spain’s 3rd biggest city coming second to Madrid and Barcelona.  The journey took under two hours, and the scenery was lovely. The stations were easy to navigate.

We stayed at Hotel Zenit  http://valencia.zenithoteles.com/en which was literally 200 yards from the station. An excellent choice of Hotel, which was boutique style, immaculate and friendly

 

We choose to have their breakfast which was 12€ each and well worth the money with an amazing choice. The view from our window was lovely and even more so at night when all the building was lit up

The architecture style and atmosphere of the city is simply breath taking…. So much to choose from to visit that 48 hours just wasn’t enough, museums, oceanographic, excellent shops, amazing restaurants with a buzzing night life and miles of sandy beaches.

We didn’t know where to start first, but decided on a little walk round to get bearings. First stop was the amazing art Nouveau market, fruit vegetables and fish in abundance. As you would expect it was bursting with atmosphere and true Spanish style they were all shouting out trying to encourage you to buy from them. A lovely experience to see the Valencian culture in full flow.

20160827_125843_resized

 

The next visit was the bull ring.  This amazing building was adjacent to the station. Whatever your views it is a cultural thing yes I have mixed feelings about this tradition however when in Rome as they say.Nicola bullring

We decided that the best way to see such a big city was to buy a 24-hour ticket on the open top hop on hop off tourist bus. Which had two routes to choose from,maritima and monumental taking an hour and a half for each one.  We paid €17 for 24 hours starting and ending at the Plaza de la Reina and took the monumental tour. There are two bus companies to choose from Red or Green. The green company Turistico is slightly less expensive but apparently not as reliable as we found out when we had to wait over an hour as it didn’t turn up.

 

In their defence when I rang they were really helpful and sent one straight away to pick us up and offered to extend our ticket for a further 23 hours to compensate us

After a busy first day we went back to the room to change and look for somewhere suitable to have our evening meal. We chose Mexican which didn’t disappoint, a lovely small restaurant on the main street.

We did the marine tour on our second day.We jumped off Oceanografic at which is the largest aquarium in Europe. According to their website the place faithfully reproduces the most important marine ecosystems.  It was an amazing day and the dolphin show was spectacular and brought tears to my eyes. The staff were amazing and the crowd were buzzing and singing throughout the whole show. The price was included in the admission fee.

20160828_093703_resized_220160828_105224_resized

Our next stop was the beach, which didn’t disappoint, miles of sandy beaches, restaurants and a marina. Absolutely beautiful and relaxing where we took advantage and spent some time on the beach reading our books, then had a couple of drinks watching the world go buy as we waited for our bus.

beach

 

The city came alive at night. In the evening we soaked up the atmosphere and sampled some Spanish quinine of Paella and Fish which was delicious.

This break is ideal for couples and families, there is something for everyone. wherever you found yourself. Everyone was friendly and welcoming wherever you went.People congregated around the fountain chatting and just generally enjoying life.

Valencia has a lovely atmosphere, plenty of restaurants on the main street and in back streets where the prices were a bit cheaper and the locals happy that you had chosen their restaurant.We sampled paella, Mexican, tapas and Italian street food.

Totally magical we had an amazing city break and we will certainly return.

20160829_000721_resized_1

 

 

 

 

 

Not all business cards are the same

At Millfield Media Print Shop as you would expect we offer a range of finishing options on our vast range of business cards with different prices. Our  most popular business cards start from £11, they are printed on 400gsm and 450gsm silk art board such as matt laminated , velvet lamination and  Spot Uv varnish and silk unlaminated now they may sound cheap but but I can assure you that they are quality paper and a classic as far as we are concerned.  We cater for all budgets but we wont compromise on quality.

However, I understand its all down to personal choice and what appeals to you.  Our Velvet Laminated business card and it’s fast becoming one of our best sellers. Printed on the thickest card stock we offer a luxurious 450gsm board then a soft-touch lamination is applied to both sides as standard. These cards look great and feel amazing and start from only £17 !!

If you want to give your business card the edge try our luxurious paper stock combined with our hand finishing option such as hot foil , Deboss or Hot Foil & Deboss. Our most decadent business card is  foil uncoated  where we take a super thick 600gsm uncoated card and embellish it with gold of silver foil highlights. We have a huge selection of foil colours ensuring you can match the foil to suit your brand.

Our  luxury range includes the 540gsm Colorplan range, first developed in 1972, is the cornerstone of the GFSmith portfolio. This iconic range of premium coloured papers and boards is generally considered to be indispensable within the design industry. Colorplan is 100% Virgin ECF Fibre which is available in the  350gsm, 540gsm and 700gsm paper stock.

Duplex is a choice of 2 colours of 270gsm Colorplan bonded together to become 540gsm. If you would like to order a sample pack to check out the quality.

Our Spot UV Varnish business cards are proving to be more and more popular. Printed on 400gsm Silk stock, full colour, double sided then matt laminated to both sides, we then add the Spot UV Varnish to any part of your design; such as logo, pattern or name. This highlights aspects of your design and gives a truly luxurious feel.

Whatever you need we have a card to suit you to help your business shine, in a very competitive world. Let us help you to let is shine.spot uv

If you would like a personalised quote please contact me direct nicola-millfieldmedia@outlook.com or visit our website to see what is available

 

Artwork guidelines

At Millfield Media Print Shop we get asked a lot about artwork guidelines, so I thought I would give some guidance.

PDF is now the industry standard method for submitting artwork for printing, because it generates smaller files and, when used correctly, it ensures that all graphics/fonts are properly embedded to enable them to be printed so correctly no matter which computer you print them from. If you have multiple pages you will need to create  a multi-page PDF. Ideally, all fonts in print ready artwork should be converted to outlines to avoid any potential font embedding issues. We suggest you is choose the highest available quality setting, look for “print quality”, “press quality” or “high quality” and we recommend at least 300dpi resolution or more.

crop marks

The above image shows the marks at each corner are crop marks, showing the printer where to cut. All  artwork needs to be supplied with crop marks added to each corner and set with a 3mm bleed to each edge – this ‘bleed’ edge will be trimmed off in production but it is necessary as any colour or images need to ‘bleed’ over the finished size so that you get a nice clean edge (no paper showing on the edge).

If bleeds are not included, then to mimic the appearance of the bleed, we have to cut into the edge of the document and you’ll end up with a printed document which is 4 or 5mm narrower and shorter than you intended. If you’ve got some text very close to the edge of the page these may be completely cropped off.

For this reason we recommend keeping all text, logos etc inside the ‘safe area’ to avoid any possible cutting issues. There’s inevitable movement with print in the cutting process and if you have text close too the finished size line it may be cropped. We advise you to set the safe area 5mm in from the finished size line.no plus ones

To get the best colour match we require artwork to be set as the CMYK color model which is a four colour process used in colour printing and used to describe the printing process itself (Cian Magenta Yellow and Key which is black)

The colours of your artwork will always look brighter and richer on screen or on your monitor as it’s a back lit screen and those colours are made up of three colours Red, Green and Blue (RGB) which will always be slightly darker than how it appears on a computer because the colour is reproduced from four colours, the standard print(CMYK) then printed onto paper or board (which can also affect colour) then left to soak into the stock and dry.

05-new-right

 

I hope this information is helpful, contact me for more details or visit our website to see our wide range of products

http://www.millfieldmediaprintshop.com/

 

 

 

Passionate about printing

As the Business/Marketing Manager at Millfield Media Print Shop my role is to increase our digital presence to get the business out there. This is a new role for me and as the business is only 3 years old marketing is key to our growth. Although I have a degree in leadership and management, it is fair to say that I understand the principles for a Marketing Strategy, however we covered only the basics.

So I set myself a challenge to learn, grow, and understand the core components of a digital presence,  signed up for some training and then put it into practice.  My preferred way of  learning is visual so I have to physically go through the process to understand. The internet has been amazing for advice and  guidance, best of all are fellow marketeers and SMEs who have been so kind in helping and advising me. There are some lovely people out there. The power of networking is amazing .. if you give something you get something in return its as simple as that.

Millfield Media Print Shop  is a family run business based in Northumberland offering a personal service from beginning to end, we have gained a 5* reputation for our excellent customer service and the quality of our products.  We have been able to keep our prices consistently low without compromising on the quality  and all our prices include free UK delivery.

We specialise in high quality full colour on line printing services offering both digital and litho options for affordable cheap printing alternatives without compromising on quality. Our target market is to help SMEs particularly start ups as budgets are always tight. We also can help design and prepare the artwork as this is another additional cost that customers forget about. A lot of work goes into preparing the artwork to ensure the finished product looks good. We offer a personal service for this with additional amendments free of charge.

Our product range includes business cards, pop up banners, stationery, flyers, postcards, brochures, leaflets and promotional items and a lot more. Whatever you are looking for we are sure you will find it on our online print shop.

We have delivery options which affect your price, if you can give us a longer lead in time choose the economy range, this means we load the printers and can subsequently reduce the price. If you are in a hurry choose urgent, the price will change as you select this function if you need a next day service

Getting social on Social Media 

We now have our own Facebook Page and twitter account which is growing daily, its great to see the power of targeting advertising and understand how it relates to your business and to ensure you are visible on line. Please check us out and like and follow if you would. I will return the like and the follow.

Facebook https://www.facebook.com/ray.millfieldmedia/

Twitter @millfieldm

Google Plus – https://plus.google.com/u/0/

Linked In – https://www.linkedin.com/company/8874516?trk=tyah&trkInfo=clickedVertical%3Acompany%2CclickedEntityId%3A8874516%2Cidx%3A2-1-2%2CtarId%3A1476114280850%2Ctas%3Amillfield%20media%20print

Please take a look at our website http://www.millfieldmediaprintshop.com/or give me an email to discuss your requirements if you cant find what you are looking for  millfieldmedia@outlook.com

If you can’t find exactly what you’re looking for, request a call back and one of our friendly customer service advisors will get in touch at a time convenient to you. Alternatively, you can request a bespoke quote by following this link

http://www.millfieldmediaprintshop.com/get-a-quote-p-4.html

To help you with your selection you can order a free sample pack. This will assist you to decide which paper quality that you need for your specific job and compare matt, gloss and silk options.