More than 140 in-plant managers traveled to San Francisco for the Association of College and University Printers conference.

By Bob Neubauer

Customer focus groups are a great way to learn the concerns of customers—just make sure you listen, Beto cautioned.

“For every one complaint that you get, you have to act on it,” he said. If you do, 85 percent of dissatisfied customers will come back.

Integrating with your customers is vital. Mascarenhas says he is involved with and integrated into so many departments that it would be very hard for his university to shut down his in-plant.

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Bob Neubauer Author's page

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.

ACUP by the Bay