Impressions - October/November 2022 - 36

Upgrading the frequency and quality of your
internal and external communications will
affect profit in clear, measurable ways
* Look into block-out barriers on screens instead of taping
each screen
* Use registration systems for every job to minimize setup time
* Use a less expensive test print surface fabric instead of
T-shirts to test jobs
* Stage all orders on order carts to avoid printer searching
for order elements
* Use phone scripts for efficient sales intake calls
* Use art templates to guide customers toward faster art
solutions where applicable
The surprising fact about reducing waste is how it rapidly
magnifies profit as it will commonly also spill over into
other areas.
Upgrading Communication
Communication was key for those companies that navigated
the pandemic better than others, as they continued talking
with their customers, employees, suppliers and, in some cases,
banks, all while doing everything they could to stay afloat. What
allowed these companies to succeed was that they tended, if
anything, to over communicate, vs. go dark and wait things out.
Also significant were the details and what was specifically
achieved during this communication process. With communication,
there is a reciprocal feeling of trust and loyalty. This
seems to hold true even when having to deal with difficult
news, like rising prices.
The concept of upgrading a company's communication process
is two-fold: 1) improving the clarity of messaging so confusion
is minimized and information is shared in a straightforward
manner, and 2) improving the quality of the messaging, so there
is an understanding between both parties. The following are a
P.36
IMPRESSIONSMAG.COM OCT./NOV. 2022
few suggestions for upgrading communication:
* Consider a customer portal where customers can track
their orders in real time
* Implement customer e-mail programs
* Follow up with a call/survey for every order within two
weeks
* Create call scripts for difficult calls, then listen, validate
and offer solutions
* Offer chat or other phone-based, text-responsive solutions
for customers
* Initiate contact first when problems arise
* Hold regular open sessions where employees feel safe
discussing challenges
* Encourage employee reviews/feedback and recognize
successful employee performance
Not all these ideas may work for your company. However,
upgrading the frequency and quality of your internal and
external communications will invariably affect profit in clear,
measurable ways.
Adjust Pricing
The ironic truth about price increases is that they typically
do not come as a surprise to customers. In addition, if the
aforementioned suggestions for managing costs, optimizing
processes, eliminating wastes and improving communications
have been put in place, the hard work of explaining a price
increase is greatly simplified. All the information needed to
debrief the client is available. A loyal customer will also want
to continue to use an honest business that communicates well.
An added benefit to sticking with fair pricing is that over
time, you will begin to develop long-term relationships with
http://www.IMPRESSIONSMAG.COM
Impressions - October/November 2022

Table of Contents for the Digital Edition of Impressions - October/November 2022
