If there is one thing we have learned from successful printing companies, it is that they regularly offer new offerings to their customers. Whether you are a large, multi-plant printer or a small, local printer, one area that is undergoing changes is direct mail. With a market size of almost 47 billion dollars, according to the Winterberry Group, the opportunities for supplying direct mail to customers are endless.
Even during the recent tough economic years, the direct mail market has continued to remain strong. It is projected that this is an area that will continue to be a major and effective marketing channel used by customers, both big and small. Most experts predict that the combination of the increased use of ink jet printing, easier personalization, and the continued introduction of new substrates will spur growth.
Direct Mail is Scalable
Almost all printing companies offer some sort of direct mail products and services. There are many variations to direct programs and campaigns that even the smallest print provider can offer. Also, there are thousands of new potential printing customers who could be introduced to the power of direct mail marketing.
Nick Nicolich, co-owner of Star Press of Pearl River in NY, said, “We learned to be successful in direct mail by listening and adding value for our customers. Our team attempts to learn what our customers are trying to do as a very first step. When you get someone to talk about their project and learn more about it, you can give them a better way to accomplish their objectives. If we can do that, we generally keep them as a customer for life.”
This is a good time to reassess how we approach the direct mail market. Here are some of the behaviors we have seen from successful companies:
Focus on customer education about the value of print
There is growing ignorance of the value of print, especially direct mail. When entry level and new managers first enter the workforce, their first thought on how to get a message out is often not print related. Educate them on the value and effectiveness of a well thought out marketing mix which includes direct mail.
Provide great customer service
Millennials are showing us the value great customer service can add to the bottom line. They are flocking to providers (such as Amazon) that provide excellent customer service. Putting together a direct mail campaign may seem intimidating to those new customers not familiar with print. By helping them overcome their fears about the technical intricacies of print, you can build a closer relationship.
Deliver an entire solution
New and understaffed customers need and want the total solution. Direct mail customers need advice, design, copywriting, data bases, print and distribution services. Having templates, samples, advice, and information readily available will create leads and also help to explain the entire process to your customers.
Start small
A great way to introduce your customers to direct mail is by using the USPS Every Door Direct Mail (EDDM) program for small retail customers. It’s a great solution for customers such as restaurants, banks, home improvement companies and insurance agencies. You don’t have to know the names and addresses of recipients, you simply choose a neighborhood and marketing pieces are delivered to every address along the route.
Even seemingly simple projects can result in the development of a long-term and profitable customer.
The First Step for Sales is Understanding the Customer
For most customers, direct mail is baffling.
Since every qualified potential customer should receive an outstanding first impression, sales and customer service people should understand the customer’s capabilities and requirements BEFORE making recommendations. Here are some potential questions to ask that would make any customer feel confident in a print provider:
What is the goal and objective of the project?
What is the purpose of the project?
Who is the intended audience?
How will the results be measured?
Why has the customer decided to use direct mail?
Have they used direct mail before?
Do they need design support, templates, databases, etc.?
What is the time frame and budget?
What is their vision of what the direct mail piece will look like?
Do they have a design and ideas how the project should look?
Have they seen other campaigns that they found appealing?
What is their understanding of the process to develop and distribute the piece?
Once these questions are answered by naturally weaving them in a normal conversation with a potential customer, then the specifics of the project can begin. Direct mail is an important product and service category for all printers. It takes patience to learn about data bases and the requirements of the USPS.
The payoff can be extended and a consistent flow of new applications and a profitable revenue stream.
Joe Rickard is the founder of Intellective Solutions. Intellective Solutions (www.intellectives.com) is a consulting and training company. They work with printing and technology organizations to improve their sales, marketing and operational effectiveness.