“The proof print didn’t work.”, my publisher told me. “The glue wouldn’t stick to the inside spine, because it was red, so I’ve adjusted the files and sent them back again. But I’m afraid it’ll be another week before we get your proof copy.”
“Apparently this always happens if you don’t keep the inside spine white. I don’t know why didn’t they tell us when they received the files a month ago.”
I know why.
Because what’s been systemised and automated, at great capital expense no doubt, is the technical part of what needs to happen, not the customer experience part. A wasted opportunity to add huge value to the customer. A wasted opportunity to make the machine minder’s job much more fulfilling.