And you know, those little things are the things that customers think of when they also start thinking about the other things like 5 cents a shirt. You know, it's like: “You know, I could save a little bit of money, but I sure do like going to Printed Threads.” And those things even beyond that, like, it's us putting a balsa wood airplane in a box. It's us creating all these little things that make that customer experience just feel really good. You know, it's the client, it's our client rep coming to us and saying, “You know what? Our, contact at so-and-so client is having a baby this month. Can we print them a onesie with one of their designs on it?” It's having ideas that go above and beyond just order entry. And so I think a lot of times we hire people and we want to pay them to do order entry. And, that's not what we need as a business. Like that's what Amazon does. That's what CustomInk does. They do order entry. Like, what we need to do is create this big customer experience and we got to pay for that. right? So kind of paying people, you know, $12 an hour or whatever it is to do order entry isn't okay anymore as a business in the field that we're in -- if we're going to compete with CustomInk and Amazon. And these giant companies, all they do is their order entry. We have to create a customer experience and that's an expensive product to create. Marshall Atkinson Exactly. And, I'm reminded of the fact that most people I know myself, I don't really buy much on features and benefits -- I buy an emotional link. I buy on how something or a company, whatever makes me feel. Do they make me feel good? Am I happy to do business with them? And I think that your story right there just drives home that point. Brett Bowden Yeah. I feel terrible because I've purchased too many things on Amazon. But, you know, COVID has probably made that a thing too much. But, I really enjoy doing -- and, you know, these experiences where you go in and you go talk to someone passionate about what they do and you just know that you're getting the best product? Because it happens to me all the time where I order a product on Amazon that gets four and a half stars or whatever. And then when you get it, and it just kinda sucks. And you would so much rather go buy a product that has the story behind it. You know you go to a bike shop. It's like, “Man, I think this bike would be the best bike for you because blah, blah, blah, blah, blah.” And they can tell you the story around it, and you get super excited about that bike, and when you ride that bike and your friend says, “Hey, man, that's a cool bike.” You can just be like, “Well, let me tell you this whole story about this bike” and it creates that cool emotional experience and you're right. I mean, that is, that makes you more proud to own the product.
159
Made with FlippingBook - Online catalogs