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Case Study: Going the extra mile to solve problems

Company Overview

Premium Seats LogoPremium Seats USA is a licensed ticket and hospitality agency that features an online ticket exchange for a wide range of events, including sports, concerts and theater. Travel, VIP and fan experience packages are also available.

Product

4″ x 9 1/4″ four-pocket small presentation folders featuring a four-color process design on 12pt. semi-gloss C1S stock.

Premium Seats Folder Design

Problem

  • Damage occurred during shipping crushed the corners of the boxes, which bent the corners of the folders.

Solution

  • Company Folders reprinted the order to address the shipping issue before Anderson had to ask.
  • Company Folders changed the stock in the reorder at no extra cost after the customer had mistakenly selected the wrong stock.

Story

When problems came up for Premium Seats USA, Company Folders stepped in to fix them.

“We had a shipping issue with damage to the boxes, but Company Folders was quick to remedy the issue with a re-order of the folders without us even asking for it,” Anderson said. “Very much appreciated, and we will be back for more soon!”

The corners of the boxes were damaged, which bent the corners of the folders.

The folders featured a four-color process design on what was originally uncoated 80lb Smooth White stock, which the customer selected in error when placing the order.

When the folders went back to press, Company Folders also fixed the paper stock selection error at no cost. The final folders were printed on 12pt semi-gloss C1S stock.

“It fits perfectly for what we needed with multiple pockets! The printing quality is perfect.”

— Nina Anderson, Premium Seats USA Graphic Designer

Although it is against company policy to make a stock change in an order at no cost, Customer Service Manager Jennifer Grubb spoke to the owner about helping the customer.

“I felt bad they had a problem during shipping, and since we were reprinting the order anyway, I thought it would be nice if we could make this change for them, too,” Grubb said. “I wanted them to have the best product for their needs, and they felt the new stock was a the ideal fit.”

Anderson also said these folders ended up working out better than their previous ones because the mini pockets allow them to put more inside.

“Our previous folders had horizontal business card slits, which we used to put gift cards in, and we needed to find something that would work in the same way,” she said. “The folder we went with has small pockets on the bottom which actually worked out much better…we can fit more without worrying about the card slits tearing, as we usually need to put two to four in each folder.”

She said she was pleased with the great customer service, pricing and quality of the product, and would definitely recommend Company Folders to others.

“It fits perfectly for what we needed with multiple pockets!” Anderson said. “The printing quality is perfect.”

CF Staff
Author: CF Staff

We believe that knowledge is power, especially when it comes to ensuring your business looks its best. Our graphic artists, copywriters and print specialists aim to share their knowledge and give you the edge you need to create truly memorable marketing materials. Quality isn't just an act–it's a culture. Connect with us on Google+ and Twitter for more awesome info.

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