Be the best… so someone else gets the business

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.

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LSi Make It Easy

I’ve decided to burn all our promotional merchandise and corporate clothing brochures with immediate effect….. obviously I haven’t discussed this with our MD yet!!!

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.

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XBOX 360 With Kinect Competition Winner

Paul Digpal and Natalie Corner

Paul Digpal receiving his XBOX 360 with Kinect package

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?

Check out our latest offer here, visit the promotional merchandise or corporate clothing sections of our website of give our sales team a call on 01274 854996.

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Do you get what you pay for???

Instead of talking about clothing or promotional merchandise I’m going to rage about something that happened to me this weekend…the purchase of a fireplace. Not a fire just a fireplace.

My dad told me to go to a discount fireplace store as it was cheap…so I did. I bought a fireplace I was happy with with their delivery date of the following week. That following week no fireplace – I had to call them to find out it was a week late. One week later they came to fit it. This was a weekend in November, it was cold, wet with leaves all over the floor. Did the fitters put down sheets and take their shoes off when in my house – NO. I had to ask them to after my carpet was nice and marked. It doesn’t end there. When I bought the fire I asked if I could have downlighters in and they were happy to take another £100 off me for this. They never thought that with the downlighters in unless I had good depth to my fireplace my fire actually wouldn’t fit…which it didn’t. Then the hearth should have been 15″ depth and it came at 18″ depth and I accepted this but they had to cut my carpet to fit it. They messed this up totally and when they were fitting the electrics I realised why – I asked them which one of them was an electrician and both were joiners….not electricians and not carpet fitters. The fireplace went back and I hoping for it to be delivered this week but I will now have to fit it myself because I have no faith in the company and I don’t want them in my house BUT because they have ALL my money up front I’m stuck. It’s a long winded story I know but it’s 100% true and I blame myself. I was greedy and instead of paying the right price for the right product I accept that I’ve got the right product I wanted but I’ve bought it cheap and ended up with cheap service, people who have no idea what they are doing and the finished product had every chance of looking cheap once fitted by Mr Bodge It. This reminds me of this industry and the people who play at it. We are the specialist in what we do and we do it right. I totally accept that we are not the cheapest company out there but we’re the best and after my experience I want to distance myself from the word and feeling of CHEAP.

If I could do it all again I’d pay the right price and be happy with the finished result.

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