Quality, Customer Service Help Oregon Shop Flourish

"Since the economy went down, we've had a 15 percent revenue drop," confides Dixon, who has been a University of Oregon employee since 1992. "Oregon's economy was really hit hard, and a lot of printers closed down here in Oregon. It became a dog-eat-dog world."

Customer service has always been a priority for the in-plant, Dixon points out, but during busy periods it is easily put on the back burner. Now that he has reassessed the in-plant's customer service initiative, employees are having more face-to-face meetings with customers, providing the students and staff with information about the shop's offerings, and becoming more ingrained with the campus community.