More than ever in our history, UN works on a partnership basis with clients, and we want to avoid any chance of misunderstanding about important policies and procedures. Here are the key issues from our viewpoint. We welcome your communication of those matters that are important to you.
Credit Application: UN takes this process seriously, as the graveyard of companies like ours is filled with those who didn’t handle credit well. Thanks for your cooperation.
Credit Terms: Our terms are net 30 days. We view an account over 60 days as seriously delinquent, likely to be placed on COD status.
First Order: Because our credit process can involve approval time, it is common that first orders are placed COD. Let’s talk about any issues or problems.
Printable Files: UN bases “disk ready” quotations on the assumption of printable files. If files are not printable, we will notify you of the need for correction. Your team can revise the file, or we will handle repairs, billing at our normal pre-press rate.
Basis of Project Quoting: We are normally able to firm-quote the printing, binding, and mail processing portions of projects. For this reason, most quotes are prepared on a “Quote Plus Creative” basis.
Creative: Graphic design, system design, and other creative input is normally invoiced as a line-item. If included in a project estimate, these items should be considered a “best guess,” and actual time will be invoiced.
Proofing: Working well together in this area is crucial! Here are the key issues: - Our production schedules depend on timely return of proofs. Client delays in returning proofs may cause schedules to be delayed accordingly. - UN is responsible for correcting errors clearly pointed out during the proofing process. Unless prior arrangements are made, UN is not proofreading content, and is not responsible for content errors created by the client.
Color Match: Be aware that color will likely shift compared to your computer screen or your personal printing device, unless they are perfectly calibrated to the printing process (rare!). Digital printing and UN’s ValueXpress program may involve slight color shift, including the 4-color match of logos. We will perform at industry-established tolerances, but absolute perfection should not be expected.
Mailing Lists: When forwarding lists, be sure that all fields are clearly labeled. Communicate any unusual issues about your list. (We’ve found important data lurking over in Column AA now and then.) Let us know whether and how to merge/purge. For example, a business mailing might be intended for multiple people at a single location, or for only one.
Postage Prepayment: Because we do not mark-up postage, we require prepayment of postage amounts. We will provide an estimate for your postage check, and will reconcile any difference on your final invoice. Communication of Order Specifications: It is enormously helpful when our clients organize in a single communication the specifications of a project, including all size, paper, inks, bindery functions, shipping instructions, handling of extras, and mailing instructions if applicable. Piecemeal arrival of this information greatly increases the chances of a slip in execution.
Error Resolution: In the rare (happily) event of a problem, UN takes a customer-oriented position on resolution, swiftly resolving issues without extra cost for problems we caused. If an error was reasonably caused by customer communication or execution issues, we will negotiate a fair resolution based on the policy that we should be compensated but should not profit from customer-driven problems.
Feedback Welcome: We want to know of any problems you experience, meaning any failure to meet excellent performance levels. We also welcome your suggestions for improvements in our products or services. Contact your CSR, or UN’s president, Bill Corbin. bcorbin@uncommunications.com; direct line 317-218-8254.