I love Fast Signs not only for their wonderful customer service, but they offer quality products at affordable pricing with quick turnaround time. And if something is not to your liking, it will be fixed!
The turn around time is way way too long. The actual work that gets done I cannot complain with. But I think you need more design reps and should over-communicate to your customers. Many times we don't hear back until we have to reach out to you. If you have to, set yourself a follow up time so many days from the time you take in the order to follow up with your customers. Also, if you can, give a heads up to a time frame on when to expect your proof, follow up with a phone call if the email is not responded within 1 day. Show that you care about your customer spending the money to get it done. This will also show your employees that it needs to get done in a timely manner. It will shorten up your lead times and untimely create more revenue. Maybe look at Graphic designers that are sales driven. Create sales numbers and make them follow up and complete their own jobs that they sell. Give a commission based bonus that is only paid once the project is complete.