Spread Roots and Be Indispensable
It is our responsibility as in-plant managers to prepare for a future wrought with change by regularly questioning our product and service offerings and diversifying when possible.
The customer told me that they just "hand them out at the end." I suggested that they would look better framed, and the customer agreed. We bought pre-matted frames that looked more expensive than they were, and delivered 20 framed certificates. The best part of this story is since that day we have completed more than 400 framed certificates for that customer and have received orders from others. Even the customer's language changed; whereas they used to "give them away," they now "present them to attendees." In this scenario those frames were the fries.
Jim Sabulski is manager of Cougar Prints - Misericordia University Print and Mail Services, in Dallas, Pa. You can reach him at: jsabulsk@misericordia.edu
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