My name is Norma Mendoza Russell and I am a Chief Operating Officer at Pacific Printing in Fresno, California.   And last year we did NAPL’s EKG Customer Satisfaction Survey which measures customer satisfaction.  And the results were actually eye-opening for us.  They were not what we expected.  You know, what they say, you always think you know what your customers think about your, but you actually don’t know until you ask them. 

So, we asked them and we found that some of our areas of – our key strengths are that we provide our customer with solutions.  We give them ideas.  We conduct a lot of educational seminars.  And bring customers in and help them with parts of their business, to help them make their companies more successful.  And a lot of time, that may lead into print, but sometimes it doesn’t.  But it's actually forming a relationship and it’s branding Pacific Printing as a company that provides solutions for our customers and it’s really helped us market that part of what we do. 

And they don’t look at us – we found that in some areas, our pricing is – pricing is not everything, but that part that we can provide the customers with these solutions, we can network them with similar companies and we have actual proof of some areas in parts of the business that we do that are successful and we provide that to see how they can apply it to their companies. 

It’s actually helped us strengthen our relationship with our customers as well as gain some new business.