Refocus On Your Customers

Whatever surveying tools you decide to use, remember that your goal is to receive a truthful critique of the in-plant and its products and services. Treat every criticism as an opportunity—even a challenge—to improve.

How do you handle the customer who is dissatisfied with a specific job? Do you argue or make excuses? Do you quote the printing standards? Do you hide behind the proofs? Or, do you try to understand the problem from the customer's perspective?