Great relationships earned in business through excellent service.
October 29, 2009 · → No Comments - Make Comment
Zulu Communications produces a vast range of Marketing resources for clients, including signage, clothing, merchandise, packaging, print and websites. You name it – I’ve probably produced it!
When I find a great supplier – I stick with them, and my best suppliers are a vital part of my ability to promise and deliver. On the flip-side – I consider myself to be a very good client to have – and a loyal one at that. Great relationships in business can only be developed over time and through experiences.
Recently I had two challenging jobs where heaven and earth had to be moved – and during testing times – it really pays off to have that personal relationship.
4000 Polo Shirts in record time:
The Urgent Request: Supply 4000 high quality embroidered polo shirts and deliver them to Brisbane in time to meet the loading of a container headed for Lihir, a small Island in the north of Papua New Guinea.
By the time I worked out the (complex) logistics management on the shipping component alone, I had 7 days to work with my promotions supplier on this job and here’s how it went:
- Tuesday: Select an appropriate product – price it, quote it, check supply levels.
- Wednesday: Get artwork and embroidery samples done and get sign-off on order and artwork/ samples from client.
- Thursday: Product ordered and delivered from manufacturer to embroiderer on 2 pallets
- Friday – Monday: 4000 polo shirts embroidered, repackaged and checked – packaged back on the pallet ready for collection on Tuesday morning.
- Tuesday: Pallets collected on a tail lift truck and transported to Brisbane
- Thursday: Arrived in Brisbane at shipping yard by deadline day.
I am told that this is could be an INDUSTRY RECORD.
A true team effort by a team who has worked together, developed great relationships with each other’s respective suppliers – to get the job done and delivered. Thanks Lynda, Richard and Joy.
Fixing Banner mishaps:
I had to produce a roll-up banner for a client for an event – and went back to the supplier who I’ve used for over 7 years for this. We had a slight communication issue and I ended up with 2 instead of one – and negotiated to buy the second one for half price. A great deal for my client and a gesture I appreciated greatly from my supplier.
I unpacked the banner and rolled it up to photograph it – but I didn’t secure it properly and the banner “ snapped back” – catching the pole and giving me a rap on the knuckles as it retracted back into the unit. There was damaged done to the banner skin AND my hand!
One step forward – TWO STEPS BACK!
Still in shock – bleeding and in a bit of pain, I immediately called Angelo blubbering about how I just did well to get the 2nd unit for half priced and then immediately damaged it – making it undeliverable.
Angelo just laughed- and said that he admired my honesty and that most people would say that the unit had arrived damaged. His offer to me – was to reprint the skin and reinstall it for free – WOW – what an amazing offer and truly great customer service. It was absolutely my fault and he did not have to do this!
He even saved the old slightly damaged skin, put rails on it and gave it back to me. So Angelo from Display Systems Australia – here’s my promise back to you – to tell everyone how terrific you are!
Sure: It’s not how we would like to do things in an ideal world – yet each of us was committed to delivering this job ultimately to my client and supporting each other in our businesses – and we sure did.
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