New Customer Care Manager is David Salmon who’s come full circle to the department that trained him in 1985. Since then, David’s spent 28 years in London working within the sales and marketing arena for major print businesses.

David said: “The main challenge at Pensord is trying to improve an already first class customer service team. We are continually looking to help publishers improve ways of producing their titles cost effectively, without compromising quality or the schedule. It’s in all our interests that each and every publication is a success.

“I’m a firm believer in the David Brailsford philosophy of ‘aggregation of marginal gains”’ – where a 1% improvement in 10 areas yields a 10% overall improvement. The senior management team here has been reviewing best practice in other gold level IiP businesses to launch our own vertical communication strategy that contains a small improvements programme, allowing all members of staff to put forward improvement suggestions that are discussed, acted upon and reported back.

“Brexit presents another challenge, so we are working hard to provide a stable environment for publishers to be able to plan ahead with some level of certainty.”

Harvey Williams is a new Business Development Manager. Harvey’s background is in typesetting and reprographics before getting involved in sheet fed and web offset printing that brought him into contact with publishers all over the UK. More recently, Harvey worked for Yell, advising SMEs on print & digital advertising campaigns.

Joining Pensord, Harvey said: “The challenge is to highlight to publishers that great service, flexibly, reliability and people who care is as important as the figure at the bottom of an invoice.”

Darren said: “Welcome to our new guys, I know they will make a terrific contribution to the team. David will be well known to many of you, and it’s great to see him return to us with a brand new challenge. Harvey comes in to replace Gary Best who after 5 years made the life changing decision to move from a career in print to a life in the Church. Gary commenced a new role as curate for a South East London Parish in July. Clearly we wish Gary all of the very ‘Best’ and before he left he assured me that only God could tempt him away from Pensord!”