Gone WRONG, part II

Last week, in honor of Halloween, we suffered through problems with print quality and issues surrounding the printer's proof. This week we continue our bad luck with shortages and delivery. Finally, we'll search for the redemption of understanding in how how to approach these pitfalls, and then be able to move on to more cheerful topics.

Shortage problems: By tradition in the printing business, a delivery of 10% over or under the requested quantity constitutes completion of the order with the invoice pro-rated to reflect the actual amount. (There are actually good reasons why this is so.) By this logic an order for 1000 newsletters is considered complete if the vendor delivers 901 and bills you for that many. For many customers this may be unacceptable, but in the absence of an agreement it's likely what your vendor is thinking. What if your mailing list has 950 names?

Solution: Like so many things we'll discuss, the difference between a deal and a dispute is what you agree to in advance. If the exact quantity is critical specify the order as "1,000 copies, no unders". You will pay slightly more; this is because the vendor will need to purchase some extra stock to guarantee the count even if a small problem is discovered after the presswork is complete. If, however, the count comes up short there will be no dispute about the vendors responsibility to put the job back on the press. The main point is to have a clear understanding with the printer BEFORE the issue comes up.

Hint: Shortage problems often come up when the job is being processed at a mailer. Several possibilities exist; the printer's count may be short, the mailer may have spoiled or misplaced part of the order, or your mailing list may have more names than you anticipated. My first post addressed this last issue (see This will be Win-Win) and if you're joining this blog recently you may want to go back and read it in the archive.

Delivery Problems: Here your job is delivered late, to the wrong destination, or in a manner unsuitable for the destination, (think tractor-trailer showing up at plush office with no loading dock).

Solutions: If any aspect of the delivery is critical that information must be part of the original job specs. If it is then missing from the printers proposal, that fact should be corrected before acceptance, and be stated clearly on any purchase order. It's vital that this kind of information be conveyed (or at least confirmed) in writing and as early as possible in the process.

Hint: There is a WORLD of difference between "I need it next Monday" and "I need it next Monday by 8:30 AM when my boss will present it at a meeting in Tampa". If a delay of one day renders the product unsatisfactory, you need to be clear in advance that's the case and have an agreement about possible contingencies. It is unreasonable to make a claim for delay if information has been withheld and the job is proceeding on a "normal" schedule. Likewise, the vendor must be honest about the progress of your job, and if a delay becomes apparent may need to consider what steps must be taken to avoid a breach of their responsibility.

OK, let's restart the clock and call the vendor to discuss what happened and how to proceed. If the situation is clear cut, hopefully the party involved will own up to their responsibility. If responsibility is not so clear, hopefully the two parties will remember the value of their continued relationship and work to resolve the issue in a way which is mutually satisfactory.

Effective communication before the fact will prevent many..Blah, Blah, Blah, Blah.

You knew I was going to say something like that, and it's true. Just as true, however, is that things go wrong in a fast paced environment like a printshop. Things will also go wrong as long as customers have ten zillion other things to concentrate on besides their printing. When things go wrong after ink is on paper the cost of remedies are substantial, which is why we stress our mutual efforts BEFORE that crucial step has occurred.

Your best idea is to try and understand what's going on in the other person's world, and be aware of how they look at your common goal. If, then, you're clear about YOUR role in the process you can concentrate on doing the best possible job of dotting the "i"s and crossing the "t"s. That way you can open up the box and say "There! Now THAT'S what I expected"!

Here's a question related to next weeks post for your consideration: What does the term "matte" refer to specifically in the printing trade? I'll draw one name at random from any correct (or even close to correct) responses to receive an order of muffin tops from the Atlanta Bread Company, delivered personally by yours truly.

Thanks for stopping by!

Hugh Butler
Your friend in the printing business