We caught up with the brilliant and insightful Twyla Lambert Clark a few weeks ago and have shared our conversation below.

Twyla, appreciate you joining us today. What was the most important lesson/experience you had in a job that has helped you as a business owner?

Around 1996 I was Customer Service Mgr at a graphic arts service bureau. Clients sent in files and we output slides, color copies and film for printers to make plates for sheet feed presses. One afternoon a regular client came to the service counter to pick up his job and started carrying on very loudly, was visibly upset and causing quite a commotion. My staff knew I had a standing rule that I would handle any difficult customer as I did not want them verbally abused or upset so the staff backed away pretending to be busy elsewhere and I stepped up to stand opposite the client with the counter between us.
I listened quietly as this man went on and on for minutes about one complaint after another. I did not interrupt or try to stop him but just listened attentively.
When he finally stopped I waited a few seconds then asked
“How has your day been…?”
You could have heard a pin drop.
Then he hung his head and ever so quietly said “I’ve had a terrible day.”
All he needed was to be heard and acknowledged with a dose of empathy.
I never forgot that.
Listening is powerful.

As always, we appreciate you sharing your insights and we’ve got a few more questions for you, but before we get to all of that can you take a minute to introduce yourself and give our readers some of your back background and context?

I started entry level in commercial printing working my way up from production to customer service to sales. Commercial printing is printing for business: brochures, rack cards, catalogs, menus, maps, signage, books, labels, you name it and it’s all complicated and expensive. Each print job has unique characteristics and needs whether it’s the schedule, paper choice, design, type of press to be run on, folding or binding style.
I’ve always worked to empower my clients by educating them about the process and assisting with decisions and budgets.
My motto has been “honesty is the best policy”~ if there is a challenge with a job I will share that with my client while explaining what I’m doing to solve that problem.
My specialty has become the printing of case bound books, coffee table books, catalogs and magazines because I do love beautiful books.
Helping my clients create books is a privilege and labor of love for me.

Have you ever had to pivot?

A few years ago I found myself working for a company that was literally working me to death ~ the hours and stress were totally unforgiving. I gave notice which ended up being 5 months because no one would train a replacement for me.
I finally quit and went to school to learn how to sew on industrial sewing machines and started my journey to become a fiber artist
But meanwhile I started my own company working as an independent representative for a high end book printing company.
I still get to print beautiful books but in my free time I sew woman’s coats, shawls and ponchos in my attic studio which I sell in art galleries and at fine craft fairs.

We’d love to hear about you met your business partner.

My woman owned company is a sole proprietor LLC but my accountant, partner, roadie and best friend is my husband, Mike, whom I met over 20 years ago at a print company I worked at. He gets me and we work well together. It’s the best to have an understanding, supportive partner who also adores me.

Contact Info:

• Website: www.lambertclarkllc.com
• Instagram: @lambertclarkllc
• Linkedin: Twyla Lambert Clark

Image Credits
Lindy Rutledge