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How to Profitably Scale Your Customer Service Department

If your label and packaging business doubled tomorrow; what parts of your current business would “break”?

Released By Amtech Software

When we ask this question; we generally hear label converters talking through their solutions outloud. Would I add another shift? Would I buy another press? Do I need to add more redundancy in my finishing department? Then there is a long pause as the owner mentally moves into what we like to call the “carpeted area” of their operation.

Customer service; the people who babysit orders from their initial inquiry through the time they get put on press are some of the hardest people to replace/hire in any label manufacturing organization. This is when the print owner realizes that customer service would “break badly” if their business doubled tomorrow. You can’t clone “Heather” (your top customer service representative) who seems to be able to juggle 23 things at once, knows every aspect of your business, and runs on coffee that tastes like jet fuel. Every successful label printer has at least one Heather.

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