What to Look for in a Mailing or Fulfillment Service Company

Where to Identify a Mailing or Fulfillment Partner?

• Referrals from colleagues who have worked with a company – Word of mouth is often the best way to find a company which will work for you.
• US Postal Service or delivery/logistics firm referrals – They can tell you which are the companies in your area who they work with. If you have a USPS marketing rep, they are usually knowledgeable as well
• MFSA’s Web Site: www.MFSAnet.org or their member publication, Who’s Who – You can identify companies in your area or by service with these references
• Visit from mailing or fulfillment company salesperson
• Direct mail solicitation
• Advertising in trade publications–Yellow Pages, local press, etc.
• Trade shows–Both those which serve your industry and those intended for marketing professionals

Look at the Company’s Profile and Capabilities

Once you have identified potential partners, ask them to describe the following areas of their business. In some cases, they will have literature describing what you are looking for; in other cases, it may be communicated verbally. In a couple of instances you may need to check with an outside source such as Dun & Bradstreet, local Chamber of Commerce, Better Business Bureau, etc.

• Years in business – Chance are better that a company in business for a long time won’t go away tomorrow, although brand new companies can be perfect partners, particularly if they check out on other criteria.
• Financial Stability – Pull Dun & Bradstreet reports, or ask for annual report or financials
• Background and involvement of senior management in the business – What are the backgrounds and experience of the people running the company? Are they involved in day-to-day management of the business?
• Reputation in the marketplace – What sense do you get that they are respected in the community by other businesses and their customers?
• Types of customers they service – Are they similar to you in terms of size, types of work you want to do? Being much larger or much smaller than most other customers could be a problem.
• Equipment list and services offered – Do they appear to have the equipment to meet your requirements? Do they actually list the particular services you are looking for?
• Computer expertise – How big is their computer department? What kinds of hardware and software do they use?
• Quality control processes – What steps do they take to ensure that mailing or fulfillment jobs are handled properly?
• Postal knowledge – How does the company stay on top of postal regulations or delivery rules? Who is responsible within the company for postal or package shipping knowledge and how did they acquire that knowledge? Is there a current DMM (a compendium of US Postal Service rules) in written or electronic form on the premises? How about the guidelines of other delivery firms?
• Client service – How will your account be managed? Depending on the operation, it could be the salesperson, a customer service representative, an operations manager or even the owner.
• What associations do they belong to? (MFSA, PostCom, DMA, PIA, etc.) – Membership in associations usually means the company has access to relevant information to help them run their business, subscribes to a code of ethics, and has a network of knowledgeable professionals to turn to for assistance with challenging issues that arise.

The Company Seems "OK," Now What?

No matter how good a company seems on paper, it always helps to verify your impressions. Here are a few steps to take:

• Ask for a list of 2-3 recent customers to contact – If you know of other customers of the company contact them as well. Ask about their customer service, quality, expertise in postal and delivery compliance, timeliness, etc.
• Schedule a tour of their facility – A personal visit can help confirm what you have been told or verify impressions you have gained.
• Contact your local USPS "Mailing Requirements" unit for input – Since the Postal Service deals with them on a daily basis, they may be able to tell you things about the company that others cannot.
• If creative or printing work is to be done by the company – ask to see samples of work which were completed by the company – either original creative work, or collateral printed entirely in-house.

Other important items to consider:

As you progress to your first job with a new mailing or fulfillment partner, here are a few items to monitor to ensure that the relationship works out:

• Make sure you have a written estimate before any work is done – Also, there should be written communication between you and the company about any changes to be made to the original quote, along with associated costs (or reductions).
• Turnaround – A quick response to your request for a quote and to any questions you have is a positive sign of a good relationship in the making.
• Mailing and fulfillment industry trade customs – Make sure you are familiar with basic industry trade customs and with the terms and conditions contained on written quotes. Both mailing and fulfillment trade customs are available through the MFSA web site–www.mfsanet.org.
• Salesperson as consultant – You should expect your key contact people to be willing to educate you on the finer points of direct mail or fulfillment. What’s working and what isn’t? How does the design you are considering work as a mailpiece or parcel? Are there changes you should consider to obtain significant discounts or ensure more efficient delivery?

Always remember–the company you select wants your business and sees itself as a partner in your success. Good communication is the key to any successful business relationship and chances for that success are enhanced when both parties communicate clearly and often from the first contact forward.

Best of luck in your next job with a professional mailing or fulfillment service company!

Presented by the Mailing & Fulfillment Service Association, an 80-year old trade association representing the interests of mailing and fulfillment service companies.