ACUP 2014 An Oasis of Knowledge
"Train everybody on your team to be customer savvy," he advised. Teach staff how to handle questions from customers and to be discreet in what they say. Teach staff to accept blame and apologize rather than argue.
"Everything's your fault," he noted.
Always focus on what's best for the customer and how you can help them do what they want to do, he said. If a customer has a small budget, work with them to create an affordable solution. Take the time to understand what each customer is trying to accomplish with their printed piece and give them other options.
- People:
- Mark McCarty
- Places:
- Arizona
- Phoenix, Ariz.
Bob has served as editor of In-plant Impressions since October of 1994. Prior to that he served for three years as managing editor of Printing Impressions, a commercial printing publication. Mr. Neubauer is very active in the U.S. in-plant industry. He attends all the major in-plant conferences and has visited more than 180 in-plant operations around the world. He has given presentations to numerous in-plant groups in the U.S., Canada and Australia, including the Association of College and University Printers and the In-plant Printing and Mailing Association. He also coordinates the annual In-Print contest, co-sponsored by IPMA and In-plant Impressions.
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