Attn:
Rik Cook & Mike Stoeck
Gentlemen:
Many years ago when I was a young man just getting into
this graphic arts business, a man who I very highly
respected, gave me a bit of advise that he said would
hold me in good stead throughout my working life.
He said, "The customer is always right, even when
they are wrong. And you can sell all day long
but unless you have good suppliers backing you up and
producing a high quality product, you're wasting your
time."
Over the years I have sat both on the production management
side as well as the sales management sideof the graphic
arts desk. Herr Guttenberg has long since passed
away
but his words are still true today.
The above referenced order came to Stouse Inc. with two
serious omissions on my part.
#1. The order would be better produced as 4/color
process PLUS 2 spot colors. The quality people at
Stouse saw this, notified me and estimated a very reasonable
cost for the additional work.The finished product speaks
for itself. It is QUALITY work.Thank you for taking
the time and trouble to look at an order and suggest a
way to greatly improve the product.
#2. I'm a bit embarrassed to bring up this second point.
The order called for a 4" X 12" butt cut label
on gloss stock. The finished label, delivered as
singles, would then be handed out and additional information
would be added by each individual. I 100% neglected
to think how the individual would separate the label from
the liner.
BUT, Stouse Inc. people thought about this problem
and added a single kiss cut on the back side. Stouse
produced 15,000 labels. I can't begin to estimate
the number of hours of frustration that simple kiss cut
eliminated. Thank you for thinking and doing the
right thing.
To the NOT informed, NOT inquisitive, NOT caring person,these
little tidbits might appear to be small change.
They are dead wrong. It is precisely these "little
tidbits" that turn an ordinary
order into an order that is Superior, Top Notch, Above
the Rest or whatever description you care to use.
Herr Guttenberg was right. Sales people are lost
without Quality Suppliers. I knew the people of
Stouse Inc. were good to excellent and that they cared
about their products and customers. Now I know you
guys & gals are TRULY OUTSTANDING.
Please express my gratitude to all who worked on this
project.
Ed Cook
Emerson Glenn, Inc.
1133 Taft Street
Rockville, MD 20850
Ph 301-309-9625
Fax 301- 309-0180
Check out our web site
www.emersonglenn.com |
