A Long and Happy Print Pad Life
Our pad department asked me to investigate why a long-time customer had stopped buying our pads. The idea crossed my mind that our pad department was questioning the quality of our pads compared to an unknown competitor’s. So, since I had been planning a trip that included this particular customer, I confirmed a meeting with them.
After our initial welcome, we sat down to talk. I asked them bluntly why they had started using another supplier for their pads without discussing their issues with us first. The customer became defensive, insisting they had not stopped ordering from us. They then brought me on a tour of the production area, where I saw the rows of machines we had supplied some years earlier, all working beautifully – with our pads.
The real shocker was their final disclosure: they were getting about 250,000 cycles plus per pad because they had adopted our recommended method of pad rotation. Based upon the number of machines in operation, we calculated they had saved about $12,000 per year over the past 2 years because of the way in which they cared for their pads.
I thought that I was going into this meeting to battle for this customer’s pad business. I had prepared a strategy of careful analysis and special pricing. I walked away feeling a bit silly when I realized they could have paid a lot more for our pads than we were charging and still remained a loyal customer. But I was happy that we were saving our customer money by selling a superior product and giving away solid, money-saving advice for free. We were heroes.
This true fairy tale ends with “and they all lived happily ever after,” because this particular customer was smart enough to listen to and implement our suggestions. Please understand that these same pads can also wear out after 50,000 imprints, and pad life is very dependent on ink type, substrate and maintenance.
For additional information, see our previous blog Pad 101. If you’re not getting individualized attention from your supplier, call us. We even customize our service!