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The status quo of graphic and digital fast printing enterprise services At present, most companies are still not aware of the importance of services, thinking that we are based on production and services, and the service level of the entire graphic fast printing industry needs to be improved.
Only such quality is more guaranteed, and prices will be more rationalized as the market competes. It also forces companies with unregulated management to standardize internal management, strengthen cost control, improve customer reputation, and attract more high-end customers with their comprehensive competitiveness.
Only in this way can the entire industry develop in the direction of service companies that provide solutions to customers, and services can create the future. Entering 2012, the graphic fast printing industry entered a year of integration and shuffling, and more or less felt the following conditions.
(1) Everything is “up†and our price is “downâ€.
(2) Business performance is improving, but profits are not known.
(3) The wages have increased, and people still cannot recruit.
(4) It is good enough for the employees, they still have to go.
(5) With the latest equipment, the printing volume has been delayed.
(6) The requirements of customers are getting higher and higher, and the resources of customers are getting less and less.
(7) The advantages of architectural graphics are disappearing.
(8) The normal homogenization of products and services, there is no bright spot.
(9) Lack of professional store managers.
(10) The impact of the Internet and digitalization.
Where have we been serving customers? Some people say that employees who have been out of the company by their own company have taken away; some people say that the price of peers is lower than ours and they have been taken away by their peers; some people say that the Internet is too developed, and customers save the freight and travel expenses directly, and send them directly to Party A through the network. The location of the fast print shop did. Few people will think about the following aspects: Is it because our employees treat customers badly and often make mistakes and delay delivery? Is our staff lacking service awareness, offending or running away from customers? Is the employee turnover often replacing new faces, and the customer is lost due to the instability and insecurity of our customers? Does the employee feel that the performance is high and the workload is large, but the income is not rising, and the customer is refused to take the initiative? ......
For a company with strategic objectives, companies that want to standardize management often need to work in the following six aspects, as shown in Figure 1.
The image management of the storefront is difficult, and often cannot be displayed to customers in the most perfect posture. The image is the face of a company. The planning and the unreasonable layout design often have far-reaching effects. Although the hardware facilities have to match the software, you have not seriously considered how much space we leave to customers, how much care, and have to make up for it by the human environment.
This article mainly focuses on the planning of the store service area. At present, the service methods of the graphic fast printing shop mainly include the following.
1. On-site service: customers come to the door to consume, stand and wait.
2. Departure service: refers to the provision of door-to-door pickup and delivery services, customers generally do not come to the door.
3. Online service: The customer places the order through the online ordering system or QQ, mail, etc. Most of the customers do not come to the door themselves, or just go to the door to check the payment and pick up the goods.
4. On-site service: Provide various document processing and production services at the customer site.
The presence service is the goal that most of the peers want to break through or work hard, because what is the customer doing the storefront? Facing the street means showing your face. Investors always want to show the best side to customers or peers, rather than always facing customers. So here I will explain this service mode in the presence of the service.
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