~ by Kassie Vanderweyde, Book Division Project Specialist
At Friesens, exceptional customer service is why we are here. One of the key aspects of providing high quality service is ensuring that we have all the necessary specification information for your book projects. This not only helps us meet your expectations but also maintains a smooth and efficient production process. Let’s explore why reviewing specification information is so crucial and how it benefits everyone involved, including you, our valued customers, as well as our Customer Service Representatives (CSRs), production, and shipping staff.
Why Specification Information Matters
When CSRs receive purchase orders from customers, these documents can vary greatly. Some purchase orders include all necessary specifications, while others may have missing information or lack specification-related details altogether. It is the CSR’s responsibility to review these purchase order details against the specifications on the quote to ensure consistency and that the materials we order match your expectations. If there are inconsistencies in information between the purchase order and the quote, we will need to stop and ask for clarification, which can cause delays.
Common Issues That Require Clarification
Here are some of the most common issues that cause CSRs to reach out for clarification:
- Boilerplate Clauses: Copy-pasted clauses that are not relevant to the job in question, such as “F&Gs required for approval” even though they are not needed for reprints.
- Different Material Brands: Listing different material brands on the purchase order than what is listed on the quote, such as “100# Rolland Opaque True White Smooth” instead of the quoted 100lb matte white.
- Multiple Materials for the Same Component: Listing two materials for the same component, like 95lb Gloss C1S and Sustana Endleaf White both listed as Dust Jacket material.
We do not order materials until all specifications are confirmed, so if there are times when we need to reach out to clarify unclear specification details, it delays our ability to order materials and can jeopardize delivery dates.
Suggestions to Avoid Confusion
To keep your project moving smoothly, here are some suggestions:
- Use Consistent Terminology: Use the same terminology that appears on the Friesens quote on your purchase order.
- Review Templates Carefully: If using a template or previous purchase order for a new one, carefully review and ensure all details are relevant to the current job.
- Specify Material Colors: Ensure that any materials requiring a color have them listed, such as cover material, PMS colors, headbands, foils, etc.
- Provide Additional Documentation: If your organization has a standard purchase order program that does not allow for notes about specifications, please also send a signed copy of the Friesens quote or a word document outlining the book’s specifications.
Going Above and Beyond
To further enhance the process, consider including extra information:
- Proof Information: Specify what proofs are needed, including which pages are needed for contract color proofs, and the address they should be sent to.
- Shipping Information: Include details about where overs should go, receiving location information (contact, hours, delivery appointment, loading dock status), and necessary carton label notes.
- Special Item Placement: Provide notes about the placement for special items, such as stickers, inserts, slipcases, etc.
By being intentional about the information included on a purchase order, you help our team get stock in place faster and guarantee that your expectations are met. This allows us to help you bring your best story to the world, with the quality and care that Friesens is known for.
Thank you for your attention to these details and for partnering with us to create outstanding books. Your cooperation makes a significant difference in our ability to serve you better.
