By Howie Fenton, Rochester Software Associates: To celebrate the IPMA’s In-Plant Awareness month, this article talks about using some new strategies to increase customer satisfaction, awareness, and sales. For decades face-to-face contact between the in-plant staff and customers has allowed the staff to demonstrate intuitional knowledge and production expertise. The ability to demonstrate this value has been threatened as more customers work from home and more communication, marketing, and sales activities have switched to video services. This article talks about how to help in-plants increase satisfaction, awareness and sales using video communications. Next month, we’ll discuss how relevant and timeliness some of the old strategies still are for increasing satisfaction, awareness, and sales. 
Embracing Video Communication
Today more and more communication with customers, management, and administration is made via a video app such as Zoom or Teams. Like every other new technology that impacts print service producers, you must master this new technology to remain relevant. But many have not. Some may believe that this is only a passing fad that will disappear as quickly as it appeared. But it will not, and at the very least you need to master video call basics.
- Work the bugs out in advance of calls. I don’t know about you, but I am tired of telling people their microphones are muted, that I can’t see their screen, there is an echo, their audio is breaking up, and other quality issues. Considering how easy it is for your clients to start thinking you are out of touch with new technology, you must avoid the typical video call problems.
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SOURCE Rochester Software Associates
