After we encounter a problematic file(s) we send a detailed PreFlight Report to our CSRs who then send it to the Sales Person. This report lists all the problems found with the customers' files before we even work the job. Our Prep Dept. will flag these problems as a CA (Customer Alteration) if a "fix" will take longer than 25 minutes. These CAs will be charged to the client or to the Sales Person. Sales usually pays from their commision either because they do not want to charge their client and/or if the client refuses to pay. Our Boss Man is very business savy and he enforces this.
Boss Man also sets the law in every department. For instance, we (prep/prepress folk) are forbidden to directly contact and/or have anything to do with our sales folk. Sales are forbidden to enter our work area without a CSR escort. You won't believe how much more productive this is!!!
Yes, every now and then we will "doctor" files on our company's dime. Usually that involves an approval from the Boss Man. He can be very intimidating at times but, overall he is a great guy to work for.
