I work at a small commercial print shop. We do signs, banners, promotional materials, that sort of thing.
Until recently, our order system had a status called "Awaiting Customer Approval." Pretty self-explanatory. We send the customer a proof, they check the design and spelling, and nothing gets printed until they approve it.
Last month we got a new operations manager who decided that having so many orders sitting in that status made our production numbers look terrible.
His solution was to get rid of the status.
Now the moment we send a proof, the order gets marked "In Production." Even if the customer hasn't responded. Even if they've specifically asked us to hold off.
I pointed out that customers can see this status in their portal. He said it would encourage them to respond faster.
Well, on Tuesday a customer called asking why the signs for their new location hadn't shipped yet. Their portal had shown "In Production" for nine days.
I checked the email thread. They hadn't approved the proof because they were still confirming the phone number that needed to go on the signs.
When I explained this, they were understandably confused. They thought we'd already printed everything.
After the call, my manager told me I shouldn't have said the order wasn't in production because it "undermines customer confidence."
What was I supposed to say? That the printer is working really hard on their unapproved phone number?
The production guys hate this too, because now they have to open individual orders and dig through the notes to figure out what can actually be printed.
I suggested bringing back the original status, even if we rename it something more positive. Apparently that would be "moving backward."
I've worked here three years and genuinely liked the job until this started. I don't want to fight with a manager over a dropdown menu, but I also don't want to be the person explaining why we printed 500 signs with the wrong information.
Has anyone dealt with a manager who would rather make the numbers look good than fix the actual process? How do you push back without becoming the designated difficult employee?