PPB December 2019

When I feel like I’m spinning my wheels to get some basic questions answered for an order, I pick up the phone and actually call the customer. Not too many people do that anymore and it can get their attention. I try to follow up our phone conversation with an email summarizing the results of our discussion, so we’re all on the same page moving forward. KAREN BRADLEY President Marketing Enterprises of WNC Weaverville, North Carolina Yes, this is a growing issue for which I’ve taken a project management approach. In other words, we bill our clients for our time based on a 15-minute minimum for each client interaction. This fee is communicated to each prospect or client at our first meeting or project proposal. Thus, our clients are more mindful that as projects get delayed, their costs are increasing. Also, I often try tomeet with clients face-to-face and present themwith a meeting agenda beforehand. NOEL R. CHOQUETTE President ENOSIS Graphic Solutions Worcester, Massachusetts Asking one question at a time, while often time-consuming, can be a better option than asking the same two questions seven different times. Oddly enough, it may save time in the end. I’ve also found that utilizing email signatures has been a great time-saver for me. Even if it’s not an actual signature but a template, it’s been perfect for what I need. If you ask the same questions for each initial order request, just create a signature that says, “I need the following information in order to continue.” (List the questions in bullets). If they’ve already answered a question, just delete that one before you send the email. AMBER JEWELL Office Manager Biggerfish Dallas, Texas Do You Have An Answer? A Distributor Asks: What are other distributors doing for self-promos and thank-you gifts? In past years, I’ve done umbrellas, tumblers, tech items, nice bags, clocks, etc. I’m looking for something different. About 30 percent of my clients have been with the company for more than eight years, so I need new ideas. I was thinking about a nice t-shirt because about 50 percent of my business is t-shirts and polos. Fresh ideas, please! What’s Your Answer? Email answers along with your name, title and company name by December 15 to Question@ppai.org for possible inclusion in an upcoming issue of PPB magazine. Danielle Renda is associate editor of PPB. | DECEMBER 2019 | 15 INNOVATE