Winning Formula

Putting the customer first

"When I started this business, I quickly determined that most companies tended to be manufacturer-driven," Carmany said. "At Consolidated, we turn that concept on its head by putting the customer at the center of our business in three ways: first, by having the expertise to recommend the right label products; second, by delivering on the customer's schedule, rather than on ours; and third, by understanding our customer's need, which implies listening to them in the first place. Instead of the art department scheduling a job, for example, someone in our customer service department will identify the relevant priorities and adjust the production schedule to the demands of the customer. Instead of the customer asking, 'When can I have my labels?', we ask, 'When do you need them?'"