Clarke Smith
1/5
My experience with DCM happened earlier this year. I engaged DCM to print a number of stand-up banners and assemble including hardware. I paid an additional fee to view proofs before printing. To me, it was a rather large, important and time sensitive project. I tripped out from Toronto for my first viewing. A woman greeted me at the door and took me to a small boardroom where the proofs were laid out on the table, under florescent lighting. I reacted saying to the woman: “Shouldn’t we be in a proper viewing area?” The woman said: “No! They always evaluate proofs that way.” I began reviewing, making comments—it appeared the woman wasn't understanding what I was saying. I said again: “This is hard—I really think we need to be in a proper viewing area.” The woman said: “Are the finals going to be viewed under that light?”. Ok then, back to reviewing I went. I asked her role—she didn't work in production. I asked nicely if I could meet with a production person, someone who would understand my comments and be able to react accordingly. Eventually, a production person arrived and we reviewed together and I commented. Suddenly, a man poked his head into the boardroom and said: “Those proofs should be viewed in a proper viewing area!” then walked away. To which I responded: “That’s exactly what I’ve been telling this woman.” I think, though I can’t remember for certain—I looked at the woman and said: “See! I told you!” Next steps were agreed to and we left. Headed back to Toronto in my car. Shortly after leaving, I received a call from a senior person at the organization. She was irate, commenting how could I be so rude to the woman. Clearly my side of the story had not been shared. The woman continued berating me and slandering my character to the extend of involving my daughter in the conversation, who attended with me. Interestingly enough, my daughter and I discussed what had transpired. It was more of a life lesson—I told her in life not to allow people to bully her when they're wrong and to stand up for what's right—but I digress. The woman went on to say that if I had a problem, I should have gone and gotten her. So now all of this was my fault? Then she threatened not to complete the job. When I mentioned how unreasonable that was, she agreed to continue, but wouldn't accept any more of my business in the future. Here’s the thing: If an organization is going to have me view proofs (I’m paying additional money for, or any proofs for that matter) under florescent lights and not involve a production person, clearly my job isn’t important to them. I find that offensive. Forget feelings, its inappropriate and unprofessional. That was their choice to make, not mine. So, if you chose to operate that way, you’ll probably get the response you deserve. And furthermore, its not my problem you haven’t trained your staff to do their job properly. Why should my job suffer? Anyway, I returned to review revised proofs under the proper lighting and they did a great job, having followed my direction. For the record, I’ve been evaluating proofs for over 25 years and do know a thing or two. It would have been wise for the initial woman to listen to me, react and not suggest she knew more than I, having been the business five minutes.
