24-25_Grid 28/09/2017 12:45 Page 2
VIEWPOINTS
Service Matters
Inset: The face of service is changing for indies.
With the changing shape of card publishers’ sales forces, fewer agents and a spate of changing distribution arrangements recently, PG asked a number of indies about how they are feeling on the service front from suppliers, what they love and what would be on their wish-list for improvements.
Sally Matson owner of Red Card, Petworth:
Below: Red Card’s Sally Matson (centre left) spending her Greats awards voucher with Stop The Clock’s (left) Jo Knights and Kathy Harrington (centre right), joined by Richard Freeman of Five Dollar Shake.
“I find that the smaller the company, the better and more flexible the service. When you are dealing with the owner/artist these are also the people you meet and deal with at the trade shows, via email, and on the phone. You build a relationship with them, they know your shop and you are able to work together to the mutual benefit of both businesses, especially regarding issues like minimum order, delivery times, damages and special requirements. The medium-sized companies, which often started small, tend to offer the same good service as long as you build a relationship with their support staff. Invoicing and delivery issues can be a little frustrating once the company gets larger, but they are generally okay. As a small independent shop, the larger companies are generally a nightmare! Sorry, but sadly this is true. The only real exception to this rule that I have found is Paperlink, who are terrific - but I have been seeing the same agent for more than ten years. The larger companies always give priority to the large retailers, which means availability of stock, deliveries, invoicing and service always suffer.” The changing shape: “Now a lot more companies offer the opportunity of ordering online, which I find works for some companies and not for others. I still like to maintain contact with the actual people involved, as that is one of the things I most enjoy about running my business. I also like to see and feel the actual product when new things are available as this is pretty important when selecting stock. If companies are going to stop having reps and agents then they have to increase their presence at trade shows, otherwise shops will not see their product. There seems to have been a lot of shuffling about with sales agents/reps and companies in the last couple of years, and this is not always communicated very effectively, meaning sometimes companies drop off your radar as you are not contacted or don't know who to contact.” Service wish: “More representation from card companies at trade shows. And bigger companies behaving like smaller companies and treating small independents with the same care and attention they give their largest retailers.” 24
PROGRESSIVE GREETINGS WORLDWIDE
David and Teresa Coleman owners of The Only Place For Pictures, two stores in North London: “Overall the service is very good from our suppliers, most operate very efficiently and are represented by good agents (or reps) - however, a few companies have stopped using agents and this is when the problems start.” The changing shape: “As an independent retailer selling a broad range of products, from bespoke picture framing to greeting cards to general gifts and much more, buying time is of the essence. The input of the agent is essential - they open your eyes to designs and ranges that have been successful for them you may not have otherwise considered and can guide you through three or four companies’ offerings in less than two hours. Buying is not our only function in the business, we have to deal with customers, we deal with deliveries, we merchandise the shop and do all the things you have to do to run, and hopefully keep, a small business successful. We simply don't have time to stare at a screen and do a card order, we need to work with agents (or good reps), hence our business with Archivist and Art Angels, two companies with fabulous cards, has been virtually nil since they stopped using agents.” Service wish: “Less is more! Some companies’ ranges are simply too big. Be bold. Concentrate on the winners and remove the dead wood - it would make us all more efficient.” Right: Teresa and David Coleman at PG Live.