How This Local Family Run Printing Business Is Growing Thanks To Hard Work, A Customer-Focused Approach And Local Support From The Highlands Community.
You know we love the positive stuff!
And a local family-run business success story is right up our alley.
We were pumped to catch up with Kellie and Craig Burgess from Custom Printing in Moss Vale . It’s been a year since we had our last good chinwag with them and we wanted to hear about all the exciting things they’ve been up to since then.
We sat down with this husband-and-wife team to get the low-down on what’s been happening for their biz and the world of printing!
1 :: Tell us about how you ended up running Custom Printing?
Craig :: I’ve been in the printing industry since I was 17 years old [I’m 49 now so it’s been a while!], starting as an apprentice and working in a number of roles including account management.
I was actually running a courier business after taking a break from printing, although the courier business specialised in servicing printing businesses, so was still connected to the industry.
I heard the previous owner of Custom Printing was keen to sell, so chatted to Kellie about it and we decided to buy it – that was six years ago now!
Kellie :: I’ve been in small business for a very long time and ran a preschool in Camden for 18 years so I’m drawing on that experience and I do a lot of the sales, marketing, admin and account management for Custom Printing which I really enjoy. I also enjoy running the digital printing machines too!
2 :: So it’s been 1 whole year since our last catch-up, what’s new?
Kellie :: It has been a bumper year with new clients coming on board. Both local and beyond. In the last year, we’ve really spread our wings and added more printing services to our arsenal. From high-quality digital printing to large format banners and promotional materials, we’ve been able to cater to a wider audience and meet the diverse needs of our clients.
Craig :: Innovation has been at the core of our progress. We’ve invested in state-of-the-art printing equipment and software to ensure that our products are not only of the highest quality but also more environmentally friendly. Our commitment to sustainability has led us to adopt eco-friendly inks and materials wherever possible.
Building strong, lasting relationships with our clients has always been a top priority. Over the past year, we’ve gone above and beyond to understand our client’s unique requirements and provide them with customised solutions. The bonus is that our clients are even happier and they keep coming back for more.
Our clients often tell us how friendly, easy to work with, and comfortable we make them feel. It makes our day to hear that.
Kellie :: And in the midst of all that paper chaos, ink splatters, and the constant courier shuffle, we never miss a chance to have a good chat with our clients/
3 :: And what changes have been happening in the industry since we last spoke?
Craig:: We’ve started to see more and more people using online design programs such as Canva and Adobe. Clients love to create their own artwork designs which is fantastic. Often, when we receive files they are not sized correctly or they need some tweaks. Luckily we are able to guide our clients in how to make the corrections or we fix this up for them ourselves and everyone is happy.
Kellie :: I’ve also been dabbling with Graphic design for a while now and intend to do some more training in the near future to help our clients with designs.
4 :: Ok dish! What’s it like as a husband-and-wife team working together?
Kellie :: It’s great. We aren’t sick of each other yet! We both have really defined roles within the business, and it works well. I’ve learnt so much regarding the Printing profession from Craig. Craig’s knowledge of all things print is insurmountable. He can pick up a piece of paper and know its grammage just by feel.
Craig :: Dorky, I know! We have realised this year the importance of having outside interests. Just a chance to shut off from work and spend time doing something we enjoy. I have returned to golf and like with all things I do, I’ve really embraced it. Probably a little too much hahah.
Kellie :: I’ve taken up crochet and love it. It’s traditionally an older person’s craft but crochet is so calming. It’s like meditation!
5 :: And what makes a biz like Custom printing so important for us locals?
Craig :: The most repetitive thing we see and hear from clients is the dissatisfaction with printed products they order online. So many clients come in stressed as they have ordered something online and when they arrive, they are not how they imagined them to be. That’s the beauty of using a service like ours.
Face-to-face versus online shopping, you really can’t beat it.
When you step into a Custom Printing, you get the chance to see, feel, and experience the products firsthand. You can touch different paper types, explore various finishes, and examine the quality of prints up close. This experience ensures that the client’s order is exactly as they want it.
Kellie :: Our turnaround times at Custom Printing are fast and efficient. We are completely transparent with our clients so they always know when to expect their order. We’re a local business where face to face communication and local connection is what we’re all about.
We’re not a faceless online service. We focus on really understanding what local businesses, organisations, community groups and individuals that use our printing services are wanting to achieve.
6 :: And I bet your clients are thankful for that, right?
Kellie :: Yep! We worked with a local professional recently, who was setting up her new business in the Highlands. She’d ordered business cards from an online service but was so unhappy with the quality that she was too embarrassed to hand them out.
She came to see us, we worked on a new design and showed her a physical sample which she loved. Working with us gives the client more control over the outcome.
We get it. You’re not an online order number or part of an automated process at Custom Printing. You’re a real person and a real business with specific goals.
Craig :: It doesn’t matter how big, small, bespoke, ‘normal’ or crazy the print job is, we can always make it happen.
7 :: What type of printing do you do?
Craig :: Our motto is… You Name it. We Print it.
So everything from brochures to business cards, annual reports to promotional products, stickers, stamps, invoice books and the list goes on.
Kellie :: We also offer a graphic design service. We really enjoy helping businesses create new branding if they’re just starting out or giving existing brands and businesses a refresh.
Our design prices are super reasonable too – we realise we’re working with lots of local businesses who are just starting out so want to make our service affordable for them.
8 :: You guys work with loads of awesome local businesses. What do you love about that?
Craig :: Being part of this community is really important to us. Connecting with local businesses and organisations and seeing them achieve their goals is really satisfying.
Kellie :: I love seeing new businesses flourish from our very first meeting where we talk about design, branding and their goals to creating the materials they need to help them build their profile and business. Then seeing them thrive in the local community is really exciting for us.
9 :: But your support goes beyond that too, doesn’t it?
Craig :: Yes, we work with companies like Mittagong RSL and BDCU and love being part of how they help the community.
Kellie :: We also do all the printing for Groove Away The Blues, a local annual event that raises funds for Black Dog Institute. And we were involved in the opening of Pop In Bowral, a very important and much needed service in the Highlands.
10 :: So what do you love about living and running a business in the Southern Highlands?
Kellie :: The sense of community here is great. We live in Moss Vale, our three daughters are all at local schools and involved in community sport and we love being part of that.
Craig :: It’s the type of place where local businesses are supported, which makes a huge difference to family run businesses like ours.
We’re not a big corporate company. We came from humble beginnings.
And in a few short years, we’ve been able to grow Custom Printing beyond our expectations. One of the reasons for that is because of the locals who support us.
That’s really special.
Custom Printing meet their clients printing needs, thanks to years of experience and a customer-focused approach.
From graphic design, digital printing, offset printing, binding and finishing, mailing and distribution, inventory management and print warehousing, they have a solution to meet all your printing needs.
Head to their website for more info and to get in touch with Kellie and Craig and the team.
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