The Day a Custom Order Almost Broke A Print Shop

by Kevin Cook| in News on April 11, 2025 57 /

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Last Updated on: 11th April 2025, 11:48 am

The Order That Started It All

It started with a message on WhatsApp. A client from Singapore reached out, needing 200 custom tote bags for a festival.

The order was straightforward: a simple logo, black text, and a tight deadline. Lewis saw it as a chance to expand his reach internationally. He quoted the job, the client agreed, and the work began. But what seemed like a golden opportunity quickly turned into a nightmare.

How A Design Gone Wrong

The client sent over the logo, but the file was low resolution. Lewis asked for a better version, and the client responded with a slightly clearer image—but the colors looked off.

Over the next three days, Lewis and the client went back and forth, revising the design. The client insisted the logo’s accent color was a specific shade of blue, while Lewis’s screen showed it as more of a teal. They exchanged messages late into the night, with Lewis adjusting the design repeatedly to match the client’s vision.

By the third day, he thought he had it right. He sent a final proof, got the client’s approval, and hit print.

The Costly Mistake

The printing process went smoothly. Lewis watched as the tote bags rolled off his press, the logo crisp and clean. He packed them up, shipped them to Singapore, and waited for the client’s feedback.

Two days later, his phone buzzed with a message that made his stomach drop. The client was furious. The logo’s accent color wasn’t blue—it was teal. Lewis had printed the wrong shade, despite all the revisions.

The client refused to pay, demanded a refund, and vowed never to work with Windy City Prints again. Lewis was out $3500—money he’d already spent on materials, labor, and shipping. Worse, he’d lost a client who could have brought in more international business.

The Aftermath of Failure

Sitting in his shop, surrounded by stacks of returned tote bags, Lewis felt defeated. He’d been in the printing business for seven years, but this mistake hit hard.

The financial loss was a blow—$3500 was enough to cover rent for the shop, and now he’d have to dip into his savings. But the real pain came from the damage to his reputation. Word of mouth mattered in Chicago’s tight-knit small business community, and a failure like this could scare off future clients.

Lewis knew he had to figure out what went wrong and make sure it never happened again.

Uncovering the Root Cause

He started by retracing his steps. The root of the problem was clear: miscommunication over the logo color.

WhatsApp messages and emailed proofs weren’t enough to ensure accuracy. Lewis realized he’d relied too heavily on his own screen, which wasn’t calibrated properly, and the client’s vague descriptions of “blue” didn’t help.

He’d also skipped a crucial step—printing a physical sample to confirm the color before running the full batch. In his rush to meet the deadline, he’d cut corners, and it cost him.

Building a Better System

Determined to find a solution, Lewis spent the next week researching ways to streamline his custom order process. He talked to other print shop owners in Chicago, scoured online forums, and even reached out to a mentor from his early days in the business.

The advice he got was unanimous: he needed a system that eliminated guesswork and ensured clarity at every step. Lewis decided to build one.

The Game-Changing Solution

First, Lewis invested in a color calibration tool for his monitors and printers, ensuring that what he saw on his screen matched the final print. Next, he created a standardized order form for clients, requiring them to specify exact color codes—like Pantone or CMYK values—instead of vague terms like “blue.”

To streamline this process, he discovered a game-changer: web-to-print software. This tool allowed clients to upload their designs directly, select precise color codes, and preview their orders in real time, eliminating the back-and-forth miscommunication that had cost him so dearly.

Lewis chose a platform that integrated seamlessly with his workflow, making it easier to manage orders and maintain accuracy. He also added a mandatory step: printing a single sample for every custom order and getting the client’s physical sign-off before proceeding.

For international clients, he started using a courier service to ship samples overnight, even if it added a small cost. Finally, he upgraded his proofing process, sending high-resolution digital mockups alongside a color chart to confirm shades before printing.

Testing the New Process

Lewis tested the new system on his next order—a small batch of custom posters for a local Chicago band. He followed every step: calibrated his equipment, used the web-to-print software to confirm the colors with the client upfront, printed a sample, and got their approval.

The job went off without a hitch, and the client was thrilled. Lewis felt a weight lift off his shoulders. He’d turned a $3500 mistake into a system that made his business stronger.

A Turning Point for Windy City Prints

Looking back, Lewis sees the Singapore festival order as a turning point. The loss stung, but it forced him to rethink how he handled custom orders.

His new process, bolstered by the web-to-print software, has already saved him from potential errors on three separate jobs, and his clients have noticed the difference. Windy City Prints is back on track, and Lewis is more confident than ever.

He even reached out to the Singapore client, offering a discount on a future order as an apology. They haven’t responded yet, but Lewis isn’t worried. He knows he’s built a system that won’t let him—or his clients—down again.

Final Words

For any print shop owner reading this, Lewis has one piece of advice: don’t let a mistake break you. Use it to build something better. He did, and now his Chicago shop is thriving, one perfect print at a time.