Big Welcome For Big Ten

Paul Doerfler, of Fineline Printing Group, offered his ideas for keeping a shop afloat. Knowing your customers' unfilled needs is crucial, he said. Always address the concerns of unhappy customers immediately, he added, as typical dissatisfied customers tell eight to 12 people about their bad experiences. In general, he added, respond to all customer calls within 15 minutes. If you're slow to respond, they will take their business somewhere else.