Millers Blog : Customer Service

Customer Praise

Jason Becking — Wed, 22 Apr 2009 15:33:00 GMT

We commonly receive emails from you -- asking for help, offering suggestions, and asking quick questions mostly. While we're happy to get those, we especially enjoy the ones saying thanks. Here's a sampling of some recent messages:

Thanks for the great customer service! I appreciate Millers taking the time to call me and let me know about a mistake that I made when uploading, and giving me the opportunity to fix it - other companies would have simply printed them and charged me.... This is especially important to me as I start to branch out and order the different products that Millers has to offer - Thank you! -- Lisa
JUST RECEIVED my studio sample on metalic paper and WOW thanks for a great job I am excited it is truly amazing and I can't wait for all my clients to see it - just sad i waited so long. -- Jenn
I just today received some Layflat books. They are fabulous! You have exceeded my expectations by far! Thank you! Thank you! Thank you! -- Martha
I just received the picture I ordered based on this promotion (25% OFF Miller's Fine Art Metals). It is gorgeous and surpassed my expectations! Thank you for all the great work Millers! -- Melanie
MILLERS ROCKS!!!! We uploaded an order for press printed postcards - a newborn announcement - yesterday afternoon around 4:00 and had them drop shipped to our client, who received them around 11:00 TODAY!!! Way to go Miller's! No one can match that kind of service! -- Carol

Are Your Billable Stamps Current?

admin — Fri, 31 Aug 2007 14:20:00 GMT

As the busiest time of year approaches for all of us, now is a good time to check the expiration dates on the FedEx billable stamps that you are using to send your orders to us. We don't want any delays in the busy days to come because these stamps have expired. Please take a moment to check the expiration date, and let us know if you need more.

These stamps are a supply that you can simply order on-line. Go to our customers only section, under Resources click on Order Supplies, and let us know what you need!

That section is a great place to order other supplies as well!

Thanks!

Cheryl Newdigger
Customer Service

Measuring Our Service

admin — Thu, 09 Aug 2007 14:26:00 GMT

I have recently read several color lab ads that state something like “Nobody surpasses our…”. But they are so general in nature that it begins to resemble a political campaign. It makes you wonder just exactly how are they measuring their service?

Since 1991 (In March to be exact!), we have been monitoring ourselves in three distinct areas – accuracy, timeliness and productivity. However, we knew we needed some outside professional assistance – someone whose expertise is in this area. For more than sixteen years, we have been working with an outside consultant to measure our progress daily, monthly, and annually. And this is more than just lab-wide. It is within each department. Each morning when we arrive, we have detailed statistics awaiting us. We instantly know the condition of each department and can promptly react.

We are proud to announce that this is the best year we have since our consultant began monitoring. I won’t bore you with detailed statistics but we certainly can back up our claim (and here is a photo of some of the information that arrives on our (virtual) desk each morning).

ACCURACY - It is you who determines our accuracy. If you return something, it goes against our accuracy statistics. It’s that simple!

TIMELINESS - Our timeliness continues to lead the industry. If your order doesn’t leave by or before the time scheduled, it is marked against our timeliness. We have been told that, because you receive so many of our orders ahead of our published times, it is no longer a surprise.

PRODUCTIVITY - You may ask, “What does productivity have to do with service to you?” Because of our constant improvement in productivity, we have been able to hold our pricing for many years.

These three areas of measurement tell us whether or not we are improving and whether or not we are satisfying your needs. We know that constant improvement and measuring it in a consistent way are the only ways to properly measure our progress!

Dick Coleman