We have just
received a courier delivery for some printed and laminated posters.
Opening up
the cardboard tube we pulled out some very high quality matt laminated wedding
posters for an event that was taking place the following day.
Unfortunately,
these were not what we had ordered. We
were expecting a completely different set of printed posters.
Somewhere
there will be an unhappy couple on their wedding day waiting around for their
printing to arrive for their big day tomorrow.
This got me
thinking of all the times these type of things happen and consider which are
the five worst things that I can remember going wrong in the last twenty or so
years of being in the print business.
The Print Disaster
Within the
first month of starting in the print business back in 1992 we won a large order
for a posh Chinese Restaurant. The
printing was for two spot colours onto a very expensive textured paper and card.
Each page
had to have two different metal plates for the press.
After being
printed they would then need to be drilled to insert into large leather menu
holders.
Our patched
up Rotaprint press at the time had seen better days and this was going to be a
tough task.
My printer
(who lasted all of another month or so!) was not the best and was about to go away
on a two week holiday and his head was already ahead of him.
So the
equipment and the personnel didn’t help.
On the night
before we started printing there was a severe electrical storm and the paper
seemed to absorb all the static in the air.
Apparently
this was a common problem with this particular paper and when we attempted to
run the job it caused damage to both the stock and the press.
We had to
run the press at such a slow speed it would have been almost easier to draw the
ink onto the paper!
In the end we
had to order extra stock and eventually a freelance printer to complete the
task.
To cap
everything, when the job was eventually sent out for the drilling – it was
returned drilled on the wrong side of the page.
In the end
we had to re-print everything and ended up losing more than twice the revenue
we earned from the client.
This was a
very early lesson that making money from printing is not as easy as we thought!
The Encapsulation Disaster
A pouch
laminator was an essential part of any print or copy shop in the early 1990’s
and we got plenty of business from pubs, restaurants and local business.
One day a
couple called in after a visit to the local maternity hospital. They asked us to encapsulate the scan of
their unborn child for posterity and protection.
We had no
idea it wouldn’t work and looked in horror as the pouch passed through the
machine.
The whole
image turned into a solid black colour.
Apparently this
is caused by the chemicals used in creating the scan going through a heat
process.
The couple
were distraught.
What had been
destroyed was irreplaceable.
As a result
of this, we always now warn customers of the risks involved when laminating or
binding any originals and sometimes even offer a free copy service to avoid the
problem happening in the future.
The Customer Disaster
On Friday 13th
April this year the heavens had opened and the sky was black.
As rivers
flooded down the sides of the road the traffic was heavy on the main road
outside.
An elderly
gentleman was trying to cross the road and dodge the storm and the
traffic.
Half way
across some of the contents of a tube he was carrying fell into the road
without him noticing.
When he came
into our retail shop we told him that something had fallen and he immediately
turned round and made a dash back towards the busy road.
Standing by
the side he could only watch as cars and trucks ran over some original plans he
had been sent to copy.
Apparently
they were drawn up many years ago by hand and contained the layout of a certain
local graveyard.
As no other
copies existed – he had to return to the office with the news that a good
number of them were torn to shreds and even the best jigsaw solvers would not
be able to put them back together.
We always
try to bag and protect the copies we produce at our production sites –
sometimes it is better being wise after events like this.
The Delivery Disaster(s)
There are
quite a number of these. But as a
proportion of the parcels we send it is a relatively minor problem – until it
is the one job that just has to be delivered on time!
Delayed
deliveries are the worst type of problem for an online business like
Direct2Print because they are totally outside of our control.
As often
happens some people leave printing to the very last minute and can be waiting
for the courier before the start of a training course, or going to catch a
plane or any other event that was probably planned many months before.
We have had
printing delayed by accident, road closures, agency drivers and even by customs
in a number of countries – Brazil and China providing two of the worst
culprits.
However, it
was a delay when 10 training manuals were held by Swiss customs that we had to
pull out all the stops.
With the actual
training course starting on Monday morning we had to get a local printing
company in Geneva to desperately help us out by printing and delivering manuals
within a couple of hours late on the
Friday afternoon.
We are now
extra cautious when sending parcels abroad.
The Wrong Artwork
Another potentially
very expensive mistake can be made if the wrong file is sent to print in error.
It has been
known that we printed an old file rather than the latest amended file because
of failure to back up over an old file.
On one
occasion we even had two files from two completely different customers that by
an amazing co-incidence had the same file name.
We now try
and adopt the “FOUR EYES” policy so that at least two of us check the job
before sending through to production.
This helps
because it sometimes identifies a small issue or a mistake and we can rectify
before a small problem becomes a big problem.
Despite new
procedures being introduced you somehow know that something will get missed at
some time.
Fortunately,
these events are becoming rarer.
As we move
up the “Learning Curve” and spot the simple errors you can be sure there are a
few that will happen in the future and we will sadly be able to add to this
list.
However, the
benefit of dealing with Direct2Print is that we offer a total quality guarantee
with every job we provide.
If the fault
lies with the customer we will re-print at either half the cost or the stock
cost only.
In some
cases this is even if the fault has nothing to do with us directly.
It may not
be perfect but it gives you some re-assurance.
The one
thing we can say with all honesty is that it is better to work with experienced
print companies.
We may not
have seen it all but we are better prepared due to problems experienced in the
past.
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