Whether it was the lure of scenic Newfoundland or the magnetism of Frank Romano, the 39th annual CUPMAC conference drew an impressive crowd.

By Bob Neubauer

Wetsch encouraged managers to listen to their customers and get to know what they want. Don’t bristle at the complainers either, he said.

“You need to love the customer who actually complains,” he said. They are giving you a second chance to fix the problem and to continue doing business with them. The ones who don’t complain will just quietly go away. You’ll never get their business again and you won’t know why.

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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.

Canadian Managers Enjoy Newfoundland Experience