One False Move

Why is it that one misstep from a service provider can end a long-term relationship? Do we suffer from a chronic case of the-customer-is-always-right syndrome? Is it just too easy to take your business elsewhere when something nasty this way comes?

All I know is that improper or unprofessional behavior can ruin your company's reputation. Let me share three stories that are all true.

• Incident #1

  I've used the same car service for years to take me to and from Boston's Logan Airport. On my return to Logan one frigid and windy night, they failed to show up. When I called to inquire, a woman said quite brusquely that they had no record of my reservation. So I asked when they could fetch me, adding that if it turned out to be unreasonably long, I'd find a cab. The woman turned away from the phone but forgot to mute it. I got an earful of what transpired. She called me a few choice names.

  I did speak with a manager the next day, but I still don't want to use their car service anymore.

• Incident #2

  A print buyer I know and respect shared with me that after one of our conferences, she was enjoying cocktails with friends in the hotel bar after the day's events. A sales rep was also there with his pals, and he hit on her. She rebuffed him and went to her room - where he called her and continued making advances.

  I know this rep's company. They do very good work. Now when I think about them, all I think about is this off-field behavior by one tipsy sales rep. I would be surprised if the print buyer did any work with them.

• Incident #3

  I was having coffee with a service provider in the industry. Apropos of nothing we were discussing, he made an anti-Semitic remark. He knows I'm Italian-American. He didn't know my husband is Jewish. That comment changed my impression of this man in a split second.

In none of these incidents was there a problem with products or services. The problem had to do with personal behavior.

These kinds of faux pas can end or at least jeopardize relationships in business. For all I know, there are people out there whom I have offended in some similar way.

The bottom line is this: as a service provider, even the smallest transgression can damage your firm's reputation. Make one false move to a customer or prospect and you risk shooting yourself in the foot.

Comments? Talk to me at mdana@bostonprintbuyers.com.

©2008 Margie Dana. All rights reserved. You're free to forward this email to friends and colleagues: please do! However, no part of this column may be reprinted without permission from the author.

Print Buyer Conference Update

September 11th - 12th, 2008

Here's an overview of our big annual event for next September:

Wednesday, Sept. 10th	Print Buyer Boot Camp!	9:00 - 5:00
Thursday, Sept. 11th	Conference Sessions Expo Hall	8:30 - 5:00 10:00 - 5:00
Friday, Sept. 12th	Conference Sessions Expo Hall	8:30 - 5:00 10:00 - 5:00

Registration will begin next month!

Questions on exhibiting? Please contact Barbara Graham at exhibitorinfo@printbuyersinternational.com.

Upcoming May Event: Print Buyer Roundtable Discussions

Wednesday, May 14th, 6 to 8:30 pm, Doubletree Guest Suites, Waltham, MA

Boston Print Buyers' first-ever Roundtable Discussion Group - and everyone is invited this time.

The 5 hot topics and their facilitators:

1. The Role of the Print Buyer - Jill Connolly, Analog Devices

2. How to Measure the Caliber of Print Vendors - Arlene Ouellette, Brookstone

3. Innovative Ways to Save $ with Your Printing - Paul Carroll, American Printing

4. Buying Print in China: One Buyer's Experience - Amy Feiner, Millipore

5. How Print Production Pros Deal with the Green Movement - Tom Pixton, MIT Publishing Services Bureau

BPB Members pay $35; others pay $55. Add $10 for walk-ins. Dinner, cash bar, and discussion groups all included at this low price. Free parking.

Printers, brokers, and all other service providers may join us, but you must register a print buyer at the time you register.

For more details and to register, visit www.bostonprintbuyers.com/events/.

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