Customer service, every company delivers their own version, but for Formara we pride ourselves not only on the quality of our print services but also on the exceptional customer service that runs through the heart of everything we do. As the manager of the customer service department, I’ve seen first-hand how a customer-centric approach to print management can transform the experience for our clients. Here’s how we make it happen.

The Core Values of Exceptional Customer Service

The key to great customer service starts with a simple philosophy: treat every client the way you would want to be treated. Our team is committed to ensuring that each client receives not only the highest quality print but also a service experience that is seamless, efficient, and personalised. Whether it’s a large-scale direct mail campaign or a complex litho or digital print job, our clients can expect our full attention to detail and dedication to their needs.

Understanding Client Needs: The Heart of Customer-Focused Service

One of the most important aspects of our customer service is understanding the unique needs of each client. When we take on a new project, our first step is always to listen to our client – yes intently and that means really listen. ‘What are their goals?’… ‘What challenges are they facing?’ Whether we’re working with established corporate clients or helping a small business find the right solution, we tailor our approach to meet their specific requirements.

Exceptional Customer Service, It’s About More Than Just a Job

It’s not just about completing a job; it’s about making sure that our work helps our clients achieve their objectives. Whether that means offering expert advice on print options, navigating tight deadlines, explaining how we handle sensitive data or simply suggesting cost-effective solutions, we’re always ready to go the extra mile to ensure our clients are completely satisfied.

Building Long-Term Relationships with Clients

Our clients we view not just as customers but as partners. We don’t believe in a one-off transaction, we believe in building long-term relationships. We understand that successful print and marketing campaigns take time and consistency, and we’re here to support our clients every step of the way.

Maintaining Open Communication

Working with some of the largest brands and businesses, we know how critical it is to maintain open communication. We take pride in being the main point of contact for some of Formara’s largest clients, ensuring that their print projects run smoothly from start to finish. Our commitment to providing ongoing support and solutions has helped us develop lasting relationships based on trust and reliability.

Going the Extra Mile: Service Beyond Expectations

We don’t just stop at ‘good enough’ – we aim for excellence in everything we do. There are countless examples of times when we’ve gone above and beyond to ensure client satisfaction. Whether it’s adapting to last-minute changes, ensuring a tight deadline is met, or handling unexpected challenges with grace, we’re always ready to rise to the occasion. For us, customer service means anticipating needs before they arise and always having a solution at the ready.

Real-World Examples of Going Above and Beyond

One example that stands out is a recent large-scale direct mail campaign for a client with urgent timelines. Not only did we meet the deadline, but we also provided extra support by offering a full review of their materials to ensure the final product exceeded their expectations. This attention to detail and willingness to go above and beyond is what sets Formara apart from others in the industry.

Feedback Loops: Continuous Improvement Through Client Input

Client feedback is crucial to improving and evolving our service. We actively seek feedback at every stage of the project, whether through post-project reviews or regular check-ins with our clients. This enables us to identify areas for improvement and make adjustments to ensure we’re always delivering the best service possible.

Continuous Improvement Drives Our Success

Our team is constantly refining processes, leveraging client feedback to enhance the overall customer experience. We consider every piece of feedback an opportunity to grow and improve – and that commitment to continuous improvement is at the core of everything we do.

A Customer-Centric Approach to Print Management

The key to successful print management is making the process as stress-free as possible for the client. That means coordinating all aspects of a print campaign, from conception to delivery, and ensuring that everything runs on time and within budget. For me, it’s about more than just managing logistics – it’s about creating a seamless experience where the client can trust that every detail is taken care of.

Tailored Solutions for Every Client

Our team is well-versed in both litho and digital print, allowing us to recommend the best solutions for each specific project. From high-volume personalised direct mail to high-quality print runs for marketing collateral, we ensure that every print solution is tailored to the client’s needs.

The Formara Viewpoint

Customer service isn’t just a department, it’s a philosophy that drives every aspect of our business. Whether we’re handling a large direct mail project or a bespoke print job, we always put our clients’ needs first. Our commitment to providing exceptional customer service, offering personalised solutions, and delivering high-quality print has earned us the trust of some of the biggest names in business.

If you’re looking for a partner who will go the extra mile and deliver outstanding customer service with every print project, Formara is here for you.