PrintingForLess.com : 21st Century Printing

“High-touch customer service and really good relationship selling are how we differentiate ourselves,” Windham says. “We’re taking the traditional, local print shop feel, but doing it nationwide through the e-commerce model. Because of that, our largest source of new customers is referrals.”

Once an order is placed online, clients are assigned to a three-person account team that is fully versed in sales, electronic prepress and service. These teams are given easily remembered names, like Mustang, Eagle, Big Sky, Red, so clients won’t be frustrated if they only remember the first name of a team member. That erases the aggravation of weaving one’s way through an automated phone tree, then getting a CSR up to speed on your account and needs.