I feel like I’m having a groundhog day, the same things happen every day, every week, every month and it’s about being cheap and cutting corners. I’m motivated to write this by new slippers I bought for my wife – £15 slippers with a nose type thing on the end, 1 week later the nose thing falls off…about 3 loops of stitching on, probably because if they manufacture them with 3 rather than the higher quality 10 then it’s money saved, horse meat instead of beef – we’ve probably all been eating it for years and why – because it’s a corner to be cut and money to be made. Anyone had a jumper from a certain high street store rhymes with highland, how long do your buttons last on those….how long before your zip breaks….how long before your seams come apart, is this just my world? Am I the only one that is so annoyed about this?, I feel even more annoyed by my own industry, the same thing is happening and has been happening for a long time….USB sticks with faulty chips to make more margin, pens with cheap ink in that rip up your paper with their gritty writing, full colour print mugs with pixelated print because it’s cheaper on those printing machines and what does the customer see when they buy on price – USB 1GB memory, curvy pen 1 colour print, full colour printed mugs…we all look the same but the company selling against quality rather than price doesn’t get the job, the scary thing is you don’t get the work even when you explain the quality issues. I think in terms of the horse meat scandal we the consumer are at fault…we buy on price hence why there are adverts telling us there were 5000 products cheaper at the green supermarket rather than the orange one but surely there is a lesson to be learned??? I hope so for the future of our industry and….the world. Buy cheap buy twice.
I’ve always felt the customer is king and we’d be nothing without our customers. The one thing I would never want to do is annoy or upset the great loyal customers we have.
My policy has always been to be the best – offer the right price, offer the best service, get back to the customer immediately and stand out. This is what we do well but this year I’ve seen this to be at our detriment. People come to us because we’re one of the best and I’m more than happy to compete with companies that value customers and our own industry as much as we do however there are some competitors who insist on bringing this fantastic industry down.
Recently I had a customer request 1000 pens with a value of £500 but we wanted to stand out and be the best as usual so the price was on their desk 10 minutes later with a visual proof mocked up and with them 1 hour later. from there they asked us to come in to have a quick chat which I did the next day, I asked the customer if I was competing just out of interest which I was but the other company still hadn’t come back with a price. Three days later I chased this up and the job had gone to the other company because they were £50 cheaper overall. I didn’t say anything but inside I’m wondering what our high levels of service actual mean. The other company doesn’t go in to see them so that means we can get rid of our company cars, the other company work from home which means we can sell our offices, the other company takes 2 days to send a quote which means our levels of service can go out the window, the other company don’t produce visual proofs so we can make our in house designers redundant and now that we’ve lost most of our staff, got rid of our premises and slashed our profit margin we can compete again.
But we have no intention of changing what we do – we have won countless industry awards , we see time after time customers coming back after a job goes wrong and we are happy to have them back, but do feel frustrated when I know we have all the things in place to service every need of our customers, for some back bedroom operator with a nice website to steal the business for a few pennies.
We remain true to our word – we are a service company , we always try to go the extra mile, and we have hundreds of loyal customers who use us day in and day out – who over the years have become more than customers, and to those we feel we must turn our attentions, and to continue to improve our service to you.
There is an old saying , and its even more true today than ever before:
“The bitterness of poor quality is remembered long after the sweetness of low price has faded from memory.”- Aldo Gucci.
We make no excuses for maybe not being the cheapest on all our products , but we only buy from quality manufacturers and long may this continue.
More and more I worry that a brochure pigeon holes us to what is in the brochure and this worries me because our industry is so vast. I say with no exaggeration that our business is amazing, we have over a million products to offer but more than anything we want to offer a solution and no brochure is ever going to offer that.
If I asked 50 customers if they wanted a brochure to choose a product they thought might work OR speak to a specialist who can advise them on what has worked for others and more importantly what hasn’t worked then I know 50 people would want the latter and that’s what LSi is based on.
We’re not sales people – we’re advisors and we only want the best for our customers because we want you to keep coming back for the next 50 years.
So for any customer that’s reading this – feel free to throw all and any brochures you have in the bin and put 01274 854996 on speed dial.
Last week we held a prize draw for an XBOX 360 with Kinect package – any order of £500 or more went into our prize draw. If you placed a £1000 order, you got 2 entries, £1500 got 3 and so on.
The lucky winner was Paul Digpal of Rugby Football League, here he is pictured with Natalie Corner, our External Sales Rep, receiving his prize. We’re sure he’ll be having plenty of fun with this over Christmas!
£250 M&S Voucher Prize Draw
This week we’re giving away a £250 Marks & Spencer voucher! The draw terms are the same as before, one entry per £500 worth of order. Fancy having us here at LSi paying for a gourmet Christmas dinner? Need a new outfit for your Christmas do? Want to deck your front room out in a brand new set of decorations?