“We do not have unhappy customers because we make sure our services meet their needs.”
Since the earliest days of the business, Maurice knew the secret to success was establishing long-lasting relationships with his clients. The company’s model centered on outstanding customer service, which over time became the distinguishing difference between Poster Compliance Center and companies that entered the industry later.
The number of competitors increased over time, from a single newcomer in 1998 to a host of Internet-based, fly-by-night services. Soon, every innovation the company introduced—whether it was a service, a product, or just a way of handling things—was quickly mimicked by the competition. However, Maurice has always believed that it’s a huge compliment when another business tries to follow the company’s model, and he takes pride in being an innovator and helping clients find new ways to make their jobs easier. But while the imitation is flattering, most of these businesses just want to sell as many posters as they can—and no one has been able to duplicate the service levels that Poster Compliance Center has provided for over 25 years.
Even in the Internet age, when many companies outsource customer service or rely on automated systems, Maurice has stayed true to his commitment to the personal touch. “If you call our company, chances are you will be talking to someone who’s been here for 15 years,” he says. “We answer our phones live—and no caller is on hold for more than 15 seconds. That’s customer service like no one else provides anymore.” This is the company’s Gold Standard.
With industry-leading service as its central principle, Poster Compliance Center has managed to grow with its clients, marking customer loyalty as a point of pride. A single shop becomes a local chain becomes a national enterprise, and Maurice and his team are with them every step of the way.
“We do not have unhappy customers,” Maurice points out, “because we make sure our services meet their needs. We take care of everybody. Our customers love us. Our employees respect us. We’re all on the same team.”
Maurice’s loyalty to his employees mirrors his attitude toward his clients. He hires locally, contracts with neighborhood businesses, and does business with a handshake. “We’re very family-oriented,” says Marketing & Systems Manager Nicki Williams, who joined the company as a salesperson after her son attended a jazz camp founded by Maurice. “We always meet as a team to discuss what’s best for our clients, our employees on the front lines with our customers, and our company. I’ve been here for 11 years, and working here has given me a lot of opportunities. Our employees are very loyal and very appreciative of who we are and what we do, not only for our customers but for each other.”
Most of Poster Compliance Center’s staff are locals, and all of their vendors are in the Bay Area. “It’s Maurice’s community connections that bring a lot of people in,” adds Nicki. “We’re not contracting with printers in Mexico or laminators in Texas—we’re doing all of our business right here.”