Shouldn’t Every Service Business Have a Bill of Rights?
In my last blog entry Credit is Our Lifeblood, Usury is Our Deathbed I criticized the banking and financial industries for passing off PR statements as a Customer’s Bill of Rights. I suggested some rights that I would like to see instead. That got me thinking about my own business. What promises am I willing to make to my customers, and what should they be able to expect from me as a printing broker?
Bill Ruesch Print Broker’s Customer’s Bill of Rights
Whereas the customer and Bill Ruesch Print Broker are entering into an agreement to produce a printed product for the customer, the customer can expect the following:
- The Right to be Heard. The Customer shall be treated at all times with respect and cordiality. All concerns and questions shall be answered promptly to the best of the Print Broker’s ability.
- The Right to Expert Assistance. The Print Broker will advise, consult, and assist the Customer in all aspects of the printing and mailing arrangements, using his experience, wisdom and common sense to place jobs with Vendors best suited to produce the work with proficiency, reasonable cost, and in a timely manner.
- The Right to Free Consultation. The Print Broker will draw on his experience and the knowledge of other professionals to make recommendations toward improving quality, decreasing costs, and saving time. The Customer is not bound to act on any of suggestions.
- The Right to be Fully Informed. A bid specification sheet will be prepared by the print broker for every job. The bid sheet forms the blueprint for the job and informs all parties to the scope of the work. It is the Customer’s responsibility to review said specs and make corrections, preferably in writing to keep the job on track and prevent misunderstandings.
- The Right of Mediation. The Print Broker serves as an intermediary between the Customer and the Vendors. While not responsible for the Customer’s debt, the Print Broker will work in behalf of the two parties to assure smooth financial transactions. In the event a problem occurs with quality, timeliness, delivery or any other Customer concern, the Print Broker shall be available to mediate and mitigate the issue to find an solution acceptable to all parties.
- The Right to have Expert Access. The Print Broker is primarily invested in getting the Customer’s job done right, on time, and at a reasonable cost. At any point in the production or estimating process that the Print Broker sees a need to have the Customer interact directly with the Vendor or other sources of specialized expertise, acting immediately connect said parties.
- The Right of Friendly Support. The Customer has the right to assume that the Print Broker is working in the Customer’s best interest, and will continue to do so as long as the Customer’s demands are moral, ethical, and legal.
- No Surprise Fees. It is understood by the Print Broker and Customer that bid prices are subject to change. Any changes from bid specification sheet that become necessary in the process of the job will require adjustments. The Print Broker guarantees that all fees for his services will be included in bids, and charges for changes. The Print Broker is committed to a no surprise policy.
- No Long-Term Contracts. Unless otherwise agreed, Bill Ruesch serves the Customer on a project-by-project basis. The Customer is not obligated to hire him for future jobs unless it suits the Customer to do so.
The above nine rights are flexible, in that if any of the readers have suggestions or recommendations for changes I would like to hear them. When my Bill of Rights solidifies I will keep it on my website as a continual promise. And that’s a promise.