The main way the internet has changed sales is it has lessened the quality of the communication between printer and end client. Almost everything is sent by email. There's much less face-to-face contact. For us, it's imperative we understand the client's needs well, but the client will try to do things as simply as possible, which is by email. Email has diluted the personal service aspect of the business and commoditised print. The ability to send an email to 20 printers commoditises print because there's no value-add. It's basically, 'give me your price'.
Lachlan Finch, sales director, Rawson Graphics
We've done quite a number of jobs over the years where the job has come in, been produced and delivered and no one's left their office at either end. There's a situation now where people are spending more time having a relationship with the screen than with people. It's sad to see relationships that used to exist so strongly fading away. In one way, it's freed up an account manager's time by not having to go to a client's offices to get a brief or pick up artwork. But that same time is being gobbled up because people are spending far too much time at their computers answering emails. Most salespeople are spending more time with a computer than with their clients.
Guy Marco, co-owner and director, Impress Printers
The internet has assisted a lot of businesses to service customers. I'm a believer that relationships are still critical within our industry. It's still a very customer service-based industry and utilising the available technology assists the customer in achieving his goals. There are customers that want to work through a portal arrangement, but ultimately there still needs to be relationship building, and you're not going to build trust through a portal. If you're talking about a complicated campaign that had multiple products, then clearly briefings and discussions need to take place.
Glen Draper, general manager, Victoria and Canberra, Geon
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