Posts Tagged ‘customer survey’

On Being Responsive to Customer Demands

Tuesday, July 28th, 2009

Not much time today, but I wanted to get this short post out before I’m off for the day. Right now I’m in Tirupur, India doing a one week consult at a large apparel company. During the peak of their season they produce 50,000 units a day. The company is very, very modern with about 10 MHM presses and a couple of M&R pressses including an 18c Challenger II. They have automatic coating, soon direct to screen and an up-to-date imaging and prepress department. I have seen this situation many times in the past. Basically a 3rd World location but facilities anyone in the States would drool over. This is not what I want to write about today.

One of the biggest challenges on the horizon in the U.S. and abroad for that matter is the PVC free, Phthalate free issue. Big companies like Nike and Marks and Spencer in the UK are demanding that garments screen printed be free of these chemicals. They are abundant in traditional plastisols. The contaminent levels are ridiculously low as in 0.1% or less. It is a major, major pain to make the switch to become compliant. I know I will probably catch some flack for saying that, but it is the truth.

The point of all this is, my Indian client has made the commitment to switch entirely to waterbase inks, scrub everything inside and out, completely strip all their frames, squeegees, and flood bars, and generally go to extreme lengths to eliminate ANY possibility of contamination. They are not required to do this, it is entirely a voluntary effort on their part. It is an extreme effort and very, very expensive. Why are they doing it?

The answer is very simply. The owners of the company are visionary. They see the pressures worldwide within the Green Movement and the rising consumer demand for accountability. They also listen very closely to their customers and what they are saying. This is their proactive response to position themselves as responsible and progressive for the mostly EU markets they serve. They should be commended for their efforts and we should all use them as an example of responsiveness.

What are your customers trying to tell you? What are they saying about you? Do you really know or it is a best guess on your part? A great exercise, and one that will add credibility and value to your relationship is to ask them what’s important to them. Don’t let them off the hook. Formulate 5-8 questions that will really get them thinking about why they use you and what you could do better. After you’ve asked 20 or 30 of your customers the SAME set of questions, and had a conversation with them about the answers, you’ll have a pretty good idea of what the pulse of your market is. This will give you the fuel, and starting point to proactively take a leadership position in delivering goods and services that go beyond just a printed garment.

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