How does Mpix turn orders around so quickly? As COO, I hear this question frequently. The question is asked most often during the busier months when we are able to maintain our delivery schedules and others are not.
I do not point to the equipment we use or a unique work flow. We perform and deliver because of the dedication of our people. Period. The average Mpix team member has 8.5 years of professional lab experience and each person takes their responsibilities seriously. For example, how many of you have e-mailed Mpix customer service well outside traditional business hours and received a response from John, Molly, Barry or Matt promptly? I suspect more than a few.
Let me share another example. Our NexPress system went down recently. We have since added a second press for added capacity and redundancy, but, at the time, we only had one machine dedicated to Mpix. As Murphy’s law would dictate, this happened when we were running a promotion and volume was more than double what it typically is. The next day Neal Wheat, Steve Morrison, and countless others worked from early morning until well after midnight in order to restore our promised delivery times. No one had to tell or ask them to do this. I was in the area late in the evening and no one complained or asked if they could leave. There was a job to do, and our people gladly did it. These are not unique examples, I witness them daily.
Rest assured that as owners we do not take this dedication for granted. In upcoming blog posts I will share some interesting ways in which we reward our staff for their extraordinary effort. Stay tuned...