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Love Thy Customer

Posted by Peter Derycz on December 11, 2012

document delivery vendorsStrange things happen when you truly love your customers:  they love you back and recommend you to more loving folk.  That’s the conclusion I came to when I read the recent study by Outsell: “Document Delivery: Best Practices and Vendor Scorecard – 2012 Update.”   

For this study, Outsell surveyed 156 Information Professionals from a variety of   organizations regarding their document delivery usage and vendor performance. The results are tabulated on pages 24 and 25 of the report, with the main categories being: 

  • Depth and Breadth of Coverage
  • Fair Pricing
  • Ease of Doing Business
  • Overall Satisfaction
  • Loyalty (ie, would you recommend?)

Reprints Desk, hands down, achieved the highest score in each of the categories measured.  I was in tears when I read the full report. Not because I knew we have the finest people, the strongest technology, and best service out there.  No. I cried because I saw that the love we at Reprints Desk give to our customers came right back to us, via Outsell, painted on a canvas in the form of scores and numbers. And this was one beautiful painting to behold,  just five short years after the Reprints Desk baby was born.

I’ve personally witnessed our team, over and over, go the extra mile for our customers not only because it was the right thing to do, but because we enjoyed doing it. And we’ve received hundreds of notes from customers taking precious time from their busy day to say “thank you” to us, and these special notes get circulated internally and just add more fuel to our fire, because yes, we are passionate about Document Delivery, and proud of that fact (as strange and corny as that may sound).

So, a big thank yo­­u to those customers who spoke with their ratings.  We are proud and privileged to serve you, and yes, we do love you more than ever.  However, it is also important to note that we are NOT perfect and we do receive complaints as well as suggestions for improvements.  Our desire is to continuously improve based on our known flaws as well as any issues our customers may bring up. That’s our duty to you and it is our commitment.

I would like to acknowledge Outsell, specifically Kurt Brenneman, who did a coherent, intelligent and comprehensive survey of the industry.  A lot more than most people know goes into Document Delivery and the Outsell study covers many of the main issues as well as points the way to the future of this mission critical service.

Topics: document delivery, peter derycz, reprints desk, scientific papers, pubmed tools, endnote integration

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