What should I say to print shop customers who place standing orders?

Standing orders are the steadiest part of a print shop, so buyers will ask about them early. Before you speak to anyone, list each repeat customer, what they order, how it is scheduled and who at the shop they call. That list shows which ones need a personal conversation and which can get a short letter. Start with the largest and the most hands-on accounts. A purchasing contact who has dealt with your press operator for years wants to hear that person is staying. Say what is true: the artwork files, proofs, stock choices and delivery routine are not changing. If something will change, such as the invoicing address, say so plainly and early.

Keep the buyer in the picture. Ask whether the buyer wants to join a call or a visit, since a familiar face lowers worry. Agree with the buyer beforehand what you may promise, so nobody commits to pricing or terms that the buyer has not accepted. Afterwards, note each reaction. A customer who asks for a short written confirmation or wants to review their arrangement is telling you something the buyer will want to know.

Key takeaways

• Speak to the biggest standing-order customers yourself before any general notice goes out.
• Promise only what the buyer has agreed to, and put changes such as invoicing in plain words.
• Record each customer’s reaction and share it honestly with the buyer.