1.  High Quality Product

You have a right to the kind of quality product that your customers require. Manufacturing glitches or errors that we notice in print product are brought to your attention before binding and finishing.  Bindery quality issues are identified and rectified prior to delivery.
The focus is on prevention rather than repair.
 

2.  Reliable Turnaround

You have a right to expect the agreed upon delivery dates when
your job is sent out for finishing on time.  When a delay occurs on your end, you expect your finishing partner to proactively reset aggressive new delivery dates. When production schedules permit, you have access to emergency turn-around service.
 

3.  Clear, Proactive
Communication

You have a right to timely, honest, and regular job status
information updates, including proactive outreach for suggestions, issues, and delivery status.  You need regular communications throughout the job, not just when there are issues or problems.
 

You have a right to personalized, professional and hands-on customer service and support throughout the outsourcing
process, from estimating straight through to delivery.  This
assumes effective follow-through on all requests, telephone calls, emails and meetings.
 

You have a right to the kind of overall customer experience that
you would deliver to your own clients.  The experience is an
integral part of a long-term partner relationship and fosters the environment of customer care that puts you and your customer
first.
 

You have a right to expect that the outcome of outsourced binding & finishing matches the same expectations you have of your own in-house capabilities.  You expect your supplier to focus on your expectations, acting and delivering as an extended partner, rather than an external vendor.