Never die attitude drives customer-first approach
Cyril Maillet, Manager of Promaxis’s Technical Publications Department, doesn’t like to lose.
That often compels him to tackle challenges that other people have forsaken.
“I never turn down an invitation to a new challenge,” he said.
Take a request from the Department of National Defence (DND), to meet a NATO requirement for documentation/manuals on a tear resistant and waterproof paper, under a publication maintenance contract. The goal is to create manuals that will stand up to in-the-field use.
The problem, however, was that the paper in question that had been procured (worth about $1 a sheet), generated a lot of static electricity with a conventional sheet feeder, so much so that it could not be reliably fed through the printer. This meant either a time-consuming manual hand feeding, or opting for a far more costly production process, like offset printing.
Maillet offered to take a box of 500 sheets from the customer and work the problem.
“I told the client, ‘the worst that can happen is that you are out one box of paper.’”
In the end, the problem was solved by using a different feeder option on the printer, which saved the client from having to take a more costly route.