Gail Novitske

Thanks for taking some time for us today Gail. To start off, can you tell us how long you’ve been with the company and how you got started?

I think it’s been around 21 years. I left and came back for a second tour of duty, so it’s not a continuous number. When I started, the company was Ripon Printers. I answered an ad in the newspaper. That’s how old I am. (laughs)

I applied for a customer service role. Working in retail, I was looking to get away from nights and weekends. I knew nothing about print or the role of customer service in this setting. After about a month I thought, “What did I get myself into?” But look at me now!

I worked in customer service here for 11 years. We then moved and it was a 55-minute drive one way for me, so I left Ripon and worked for a sheetfed printer closer to home. It was a good experience, still in print but producing a different product. I learned a lot in a different culture, which helped me in future roles.

Five years later, a position in Ripon opened in scheduling, which I always had an interest in, so I applied for the job. Surprisingly, they hired me back! (laughs)

Can we go through all the different duties and positions you’ve had with the company?

Yes, so the initial 11 years were in customer service. And when I came back, I worked in scheduling for five to six years. Then we did some reorganization and I moved into a workflow specialist role.

In 2020, I became customer service manager. Today, I manage the customer service and pre-press departments, plus the list processing department and job planning.

It seems like you’re wearing a lot of different hats. What’s a typical day like for you? Or a typical week?

Herding cats and managing chaos some days, it’s a little bit of everything and always something different. I work with employees, customers, sales, vendors — I learn something every day. There’s never a dull moment, which is a good thing because I like staying busy.

Did you ever imagine that you would make a career out of customer service?

No, that never really crossed my mind. This has been a job that turned into a fulfilling career – one of those things in life that keeps moving on and you don’t even realize it. It has been a great run.

You worked mostly in retail before you got into printing?

Yes, mostly until I started here. I worked at a local restaurant when I was 16 for a couple of years. I worked at McDonalds as well – I was there when the Chicken McNugget was introduced.

I was an assistant manager for Lenox China & Dansk outlet. I traveled a bit to open new stores, that was a fun part of the job which probably started my love of travel. I also bartended at some fine Ripon establishments. I learned to hustle during “Quarter Mug Night.”

What is it about the company that has allowed you to stay on for as long as you have and make a career in printing?

It’s all about the people. Ripon was and Walsworth is very employee focused. They want to take care of their people, and that’s important to me. I’ve seen it in action. I feel that I have contributed to a company that is in my hometown, and that company has given much back to the Ripon community. It’s special to be part of that.

When you’re hiring or training new customer service people, are there specific characteristics you look for?

I always say you can teach anybody print, but you can’t teach everybody customer service. They need to have that outgoing personality. They need to have confidence in themselves and in what they’re saying.  When I’m interviewing someone, they need to be engaged. I try to get them to be comfortable and not recite canned answers they memorized from a job search website.  It’s a big bonus if they can make me laugh.  I’ve had a few candidates say, “that’s the most fun interview I have ever gone through.”

Has it been a challenge to recruit younger generations to the print industry in recent years?

It is challenging getting the younger generations to come in and understand that print still is a thing; it’s not dead! We have been lucky with recent younger hires. They are curious and technically savvy. They are not afraid to ask questions: tell me this, help me understand that. It’s rewarding training and mentoring people who will carry on the print tradition.

Outside of work, what do you like to do?

I love to travel and just got back from Italy in October. That was a fabulous trip.

In the summer we golf, often traveling to different courses. In the winter I like to read. I work on puzzles. I make soup.

I have a daughter Jessica, and two grandsons, Logan and Cole. They’re 16 and 14. We spend a lot of time together, and they keep me young, that’s for sure.

How far are they from you?

They live about 35 minutes away. The oldest grandson is currently taking up golf like grandpa and I, and the younger one mostly likes to drive the golf cart and get snacks from the beverage cart. He’s my caddie.

What was your favorite part of the Italy trip?

Everybody asks me, but I can’t name a favorite part because it was all my favorite. We were in five different cities, and we were able to stay two or three nights in each. I kept touching buildings that are 2,000-plus years old. It’s hard to wrap your head around all the history.  It’s a beautiful country with wonderful people. I’d say the night golf cart tour of Rome, a pasta cooking class in the Tuscan countryside, and an evening in St Mark’s square in Venice listening to live classical music were some of the highlights. And wine, food and more wine.

What are some of the other travel destinations you’ve been to that would be among your favorites?

I have a great travel friend. We went on a road trip to South Dakota two years ago. We did a night of glamping outside Mount Rushmore – we could see Mount Rushmore lit up at night from our tent deck.

We did a road trip to Montana through Glacier and Yellowstone.  We’ve been to New Orleans to see the Oak Alley plantation, we went to Albuquerque to see the Hot Air Balloon Fiesta – all wonderful trips, all very different. We are constantly trip planning.

What’s one thing about you that most people might not know?

I don’t like being in photos. I’d much rather be behind the camera than in front of it. This photo thing has been going on for a very long time and has turned into a bit of a joke. It’s evolved into all my friends helping me hide in photos, putting things in front of my face. It’s a game now with some funny results. I had a very hard time finding photos for this article.

If you had a personalized coffee mug, what would it say?

That’s a tough one. Probably just the word, “laugh.”

Are you much of a reader? Do you have a favorite book?

Yes, I read a lot when I was younger, and then life happened and I didn’t read for a few years. But the book that got me started reading again was – The Reincarnation of Peter Proud. I read that book, and it reminded me how much I love to read. I’ve been enjoying reading ever since.

Are you a movie goer? Do you have a favorite movie or TV show?

I’m old school. For movie, it’s The Sound of Music.

And for TV show, Frasier wins by far.

Do you have a favorite meal?

Not really. I love Italian, but I like to try all different kinds of food. I’ll try almost anything that’s put in front of me.

Do you have a favorite memory from your time with the company?

I met my husband Jeff (Spence) here, so I think I need to go with that. (laughs)

Any final thoughts you want to get across that we haven’t covered?

I love my job. It’s very rewarding, and I have great teams to work with. They do a wonderful job and really care. They make every day different, challenging and enjoyable.