You Are What You Tolerate
Somebody recently told me an expression that really resonated "You are what you tolerate". This is so true in so many ways, but where I think it affects the industry the most is customer service. Too often reprographers are the whipping boys of the construction industry. Reprographers often get into situations where they are blamed for someone elses mistake in the distribution of project critical documents. They often suck it up and somehow take responsibility or at least are percieved to be taking responsibilty. This manifests itself in the form or reprinting or offering discounts for somone elses mistake. Some think that this increasing their brand as a company that provides good customer service. In reality it is impairing your reputation and your brand.