Prepressforums.com

tequillajane · #1 (**permalink**) 12-27-2005, 12:21 PM

Customer Service Manager just asked me to go along with, to a customer site and help instruct customer, so they can start supplying good PDFs from Pooplisher.
This was after I was told that the cust found a way to convert a publisher broch to photoshop while researching online, and would now like to know how to get the black type to be 100 percent black and not the RGB coversion of it.
What am I supposed to tell the poor SOB, your software is crap and you need to let US set up and work your files, They are a small biz, and like to tinker with the flyers, etc. that they need. So that isn't an option,
Neither is telling him to buy Photoshop, or Quark or Indesign... I can suggest, but untill they see the light, we're stuck with the CRAP.
I'm gonna show how to work in CMYK mode, use GOOD artwork, and Supply Fonts, and also export to a GOOD PDF that they will send as a final piece. Is that what you'd do? Any other REALISTIC Ideas?

Earendil · #2 (**permalink**) 12-27-2005, 01:02 PM

I had to TELL our customer service and production managers that we do not accept or support anything Microsoft!

You're right, small business don't want to hear that their little $99 program doesn't cut it. I tell them that short of buying and learning a good design program they can buy Acrobat pro and print to it from publisher to create PDFs. This isn't the end of it though, once you get them to install it they still have to get the settings just right with both Acrobat and with the commercial printing tools (LOL) in Publisher. It can be done, but they have to want it to work and they have to follow the rules you set for them, colors, fonts, etc.... I keep a copy around for research, but I don't let anyone else know it or I would have raw files crammed down my neck.

Unfortunately, if they are of a mindset to be using Publisher as a tool to create things that represent their business in the first place, they usually aren't open to many suggestions. Furthermore, anything that goes wrong on their job is sure to be your fault, even if they sign off on a proof.

pix3lphr3ak · #3 (**permalink**) 12-27-2005, 02:29 PM

I tell them to provide me with a PDF from Publisher, perferebly CMYK mode and with spots (if applicable). I also ask for a printed sample from their inkjet/laser printer that they say is correct.

Now I realize that hardly any of these customers actually follow through and follow instruction. If I spend more than 15 minutes 'fixing' their files the typeset/design charges begin to apply (customer's are pre-notified). Some customers realize that they need to let the professionals do the work if they want professional results, others do the design and payup when theyre designs have to be made functional.

There is a reason this is a career and not just a job. It's not Burger King and they can't always have it their way.

gig0 · #4 (**permalink**) 12-27-2005, 02:43 PM

What version of Publisher were they using? Anything before ver 2003 doesn't support a composite workflow, therefore all pdf's will be RGB. If they don't comply, just run their pdf's through PitStop and charge them for the extra time and their stupidity. Or you can send the files as separations... but then you may run into trapping issues.

tbJAMMIN · #5 (**permalink**) 12-27-2005, 04:38 PM

I just went through a week of this crap with some customer that didn't want to accept the fact that his $99 was wasted, I told them that it would be $60/hr to fix files and that by not supporting Publisher I mean that I am not going to talk about it anymore, so just send me some PDF's and I'll get started. I haven't started yet, they are still insisting that they can get me some good PDF's. I hope they realize how expensive it is going to be for me to "check out" all of these test files they are sending...

tequillajane · #6 (**permalink**) 12-28-2005, 04:29 AM

I know first hand about customers signing proofs, and then expecting us to look at it again for typo's etc.
And the biggest problem we have is that the Customer Service Reps don't understand that we cannot use their files AS IS, because for years now, (before me) prepress has just been MAKING it work. But the customer hasn't been charged, due to the Rep not calling and expaining the problem, they just say, well can't we do it like we did last time, because if we charge them, they might take the work somewhere else.
They don't understand prepress, nor want to... and the sure don't see that IF the cust took this work somewhere else that would give us a higher level of average customer.
Oh well, thanks for understanding me, At least it doesn't fall upon deaf ears in this forum!
I LOVE PREPRESS FORUMS! THANKS TO ALL!

jimking · #7 (**permalink**) 12-28-2005, 05:49 AM

Quote:

Originally Posted by tequillajane

I know first hand about customers signing proofs, and then expecting us to look at it again for typo's etc.
And the biggest problem we have is that the Customer Service Reps don't understand that we cannot use their files AS IS, because for years now, (before me) prepress has just been MAKING it work. But the customer hasn't been charged, due to the Rep not calling and expaining the problem, they just say, well can't we do it like we did last time, because if we charge them, they might take the work somewhere else.
They don't understand prepress, nor want to... and the sure don't see that IF the cust took this work somewhere else that would give us a higher level of average customer.
Oh well, thanks for understanding me, At least it doesn't fall upon deaf ears in this forum!
I LOVE PREPRESS FORUMS! THANKS TO ALL!

I argue this point often! This is why prepress departments lose money.
How often do we here TIME IS MONEY! We have some clients who only send us their poorly prepared files cause we fix them and not charge for the time and these same clients will send their professional prepared files eleswhere. :evil:

Joe · #8 (**permalink**) 12-28-2005, 10:37 AM

Personally I love these junk files. The junkier the better. I'm getting my 40+ hours per week, 50 weeks a year. I make a timesheet for every job and list on it exactly what I had to fix and how long it took to fix. Then it's up to the higher ups to decide what to charge the customer. The day these people start sending perfect files will be the day we lose our jobs to hot folders. Don't look a gift horse in the mouth.

Raiderfrog · #9 (**permalink**) 12-28-2005, 11:27 AM

Well said JOE.

jimking · #10 (**permalink**) 12-28-2005, 11:39 AM

My job is to feed the presses error free jobs quickly that will generate a profit for the plant that pays our salarys. When I juggle 10 jobs at once and one job is 1/3 the quality or profit of the other 9 and it's taking 3 times as long to produce and also knowing that we will not charge the client for any portion of this time is bad business. Especially when you've tried to coach the client into producing better files for better results even up to the point of offering these folks a copy of your software (illegal) and all of the advice is totally ignored is quite frustrating. Like I've said earlier I knew we were not charging these clients because I've had debates with the sales staff about it and it confirmed what we knew all along in prepress. Not good business. I find errors with most of the jobs that I work on, no problem, I'm talking about nightmare jobs--jobs that come regularly from hell, jobs that are no fun to work on-- trust me.