Written by Mike Ertel, CEO
In the direct mail and catalog industry, quality, service, and execution are table stakes but excelling at them, year after year, is what separates the good from the great. Our recent customer survey confirms that at Nahan we don’t just meet expectations, we exceed them: 9.54 for Quality, 9.51 for Customer Service, and 9.62 for On-Time Delivery (on a 1–10 scale), with 9 or above on every KPI measured. That consistency signals more than satisfaction, it signals trust, reliability, and a service culture that runs deep.
Numbers only tell part of the story. The true reason for our sustained success lies in our people. Their dedication, expertise, and collaborative spirit power every client interaction and every project we deliver. It’s no coincidence that 24% of our employees have been part of the Nahan team for more than 20 years; a remarkable statistic in today’s labor market. This kind of longevity speaks to a culture where people feel valued, respected, and proud to contribute.
So, what does it look like to put people first and how does it translate into success for our customers?
At Nahan, service is not a department, it’s a mindset. From the very first onboarding conversation, clients meet the leaders, service team members, and specialists who will be hands-on with their business. Instead of a generic point of contact, they gain a network of experts in postal operations, color, application development, R&D, creative, and production, each directly accountable for client success.
This philosophy creates true partnership. Take Luke M., one of our application developers. His role with a major client has evolved far beyond behind-the-scenes support, as he’s become an extension of their team, writing code, solving problems, and innovating alongside them. Also consider Brandon J., whose proactive updates on USPS regulations and direct interaction with clients help them adapt to constant changes with confidence.
It doesn’t stop there. During press checks, clients don’t stand on the sidelines, they stand press-side working directly with our press operators and color specialists, like Tim C., often shoulder-to-shoulder making color decisions together. That kind of access is not symbolic, it builds trust, accelerates solutions, and demonstrates what people-first service really looks like in action.
Responsiveness is important, but at Nahan, service goes far beyond. Our teams embed themselves within our customers’ businesses, learning their goals, challenges, and rhythms until we operate like a natural extension of their team. We call it tribal knowledge. That depth of understanding creates vigilance. When a directive feels unusual, or if data does not align with expected patterns, our people notice. Empowered to think like the client, they ask questions, flag issues, and engage in open conversations that prevent problems before they surface.
The result? Opportunities are identified sooner, risks are eliminated, and clients gain a partner committed to their success every step of the way.
Let’s return to that striking figure: nearly a quarter of our team has been at Nahan for 20 years or more. That longevity compounds into something powerful - experienced employees mentoring newer ones, knowledge being passed down, and a culture that deepens with each decade.
As the longest-tenured employee at Nahan, Janelle K.’s more than 40 years of loyalty, dedication, and hard work have left a lasting mark on the company. Through times of change, growth, and challenge, her expertise in the finishing and bindery department has helped build a foundation of excellence. That steady presence has anchored the team and shaped the culture for generations of employees.
With more than 40 years at Nahan, John S. represents the depth of knowledge that only true tenure can bring. If it’s ink on paper, John is an expert, bringing mastery from running massive catalog presses to advancing digital technology. By blending the art and science of color, John has set a standard that ensures every piece we produce reflects both technical precision and creative excellence.
That continuity has become our secret sauce, shaping an environment where excellence thrives and making Nahan a destination for top talent eager to grow. The proof is in the people who choose us. Take Alex N., who has been recognized as a Printing Impressions Midwest Marketer of the Year; he recently joined Nahan, bringing with him 15+ years of marketing experience.
Dale H. is another fitting example. After working with Nahan earlier in his career, he returned with decades of additional experience. Beyond his own contribution, Dale helped solve one of our industry’s toughest challenges, recruiting experienced press operators. Through his network, he brought in outstanding new hires we had been seeking for years. Even his dog, Milo, has become a favorite when he joins Dale at work—a small but fitting symbol of the spirit Dale brings to our culture.
We don’t just attract talent from outside; we grow it from within. Maggie S.’s journey is a testament to what happens when you fuel talent with opportunity. Starting her career in Account Services with more than 20 years of experience, her strategic insight and marketing acumen quickly stood out. Today, as Director of Marketing Strategy, she thrives in a role that leverages her strengths and creates even greater value for our clients.
When people stay, grow, and bring their best every day, customers feel the impact. It shows up in the consistency of our service, the depth of our expertise, and the trust we build over time. Putting people first doesn’t just create a strong workplace, it creates better outcomes for every client we serve.
Culture is sometimes described as invisible, but at Nahan, you can feel it. You see it when leaders like Chad C., Mike H., and Paul O. fire up a grill for a midnight company barbecue and take time to chat with our employees. You see it when a third-generation intern like David V. walks through our doors, following in his grandfather’s and mother’s footsteps. You hear it when clients comment not only on the work we deliver, but on the relationships, they’ve built with our team.
This culture doesn’t belong to any one leader; it belongs to all of us. It’s created every day by the choices our employees make to support each other, to serve customers, and to take pride in their craft. It’s a culture our clients feel in every interaction.
As proud as we are of where we are today, our story is still unfolding. Take Pat Nahan, whose connection to our history spans generations. He knows employees who have been here for decades, many since he was a kid. Stories like these remind us that while technology and tools may change and why commitment and culture endure.
These stories of our team members’ journeys and contributions remind us that Nahan’s strength doesn’t come from machines or processes, it comes from people whose dedication stands the test of time.
As I reflect on Nahan’s culture, one truth stands out, none of this is possible without our people.
To every employee, Thank You.
Thank you for your pride, your commitment, and your belief in what we’re building together.
Because at the end of the day, our advantage is not just in what we do, it’s in who we are. That’s what will continue driving success for our clients, growth for our company, and opportunities for our team members for decades to come.