Dealers--More Than Middle Men
According to Faughnan, there is a high degree of trust placed on dealers as the linchpin between manufacturers and printers.
"The supplier needs to understand manufacturers, and printers have placed their trust in their abilities and, as such, are an extension of the value chain for these constituents," he says. "They need to invest in the training and make sure continuous improvement programs are in place to continually elate these partners. We try to instill in our people that, while representing a manufacturer, in essence, we become that manufacturer. We need to act as if we are on videotape being viewed by the manufacturer as we carry out our responsibilities—sort of 'The Truman Show' concept of service delivery."