Emergency Call Protocol
Emergency Call Protocol for Print Shops
In the high-pressure world of commercial printing, a missed call is often a missed deadline for a client. This protocol helps you manage the noise of the press room while ensuring that high-value emergency jobs, like last-minute trade show banners or event signage, never slip through the cracks.
Defining a Print Shop Emergency
Not every 'ASAP' request is a real emergency. A true emergency in this trade is a high-value job with a hard deadline that cannot be moved, such as a trade show opening tomorrow or a political rally tonight. Typically, these are jobs worth $500 to $5,000 that require immediate production. If a customer calls about 50 business cards for next week, that is a standard order. If they need 500 brochures for a flight leaving in four hours, that is an emergency. You must categorize calls based on 'hard' deadlines versus 'preferred' deadlines to keep your machines running efficiently.
Key takeaway: Prioritize jobs with fixed event dates over routine restocking orders.
The Triage Decision Tree
When an emergency call comes in, you need three pieces of information before saying yes: file readiness, substrate availability, and press time. Ask the caller if they have a 'print-ready' PDF with proper bleeds. If they need design help, it's rarely a true emergency because prepress will eat your production window. Check your inventory immediately for the specific vinyl, cardstock, or foam board needed. Finally, look at your current run. If you are mid-way through a 10,000-piece offset run, breaking the set-up might cost more than the emergency job is worth.
