How do I train my son to handle packaging customers' rush orders?

Rush orders test everything at once: stock, machine time, supplier lead times and the customer’s patience. Begin by letting your son listen in while you handle a few. Afterwards explain what you weighed and why, including the times you refused.

Next, turn your instincts into a checklist. Which customers get priority? When do you approve overtime? How do you decide whether a rush surcharge is fair? Writing this down helps him and forces you to notice rules you have never said aloud. Then change roles. Give him a small account, let him take the call, and stay nearby. Review each outcome honestly and without blame. Mistakes at this stage are cheap compared with mistakes later. Set a date when you will stop taking rush calls yourself and say so to your staff and customers. A clear date makes the change feel real and stops customers from quietly going around him to reach you.

Introduce him to the key customers and the plant staff, so they hear from you that he has your confidence. Staff often follow your cue. Finally, agree the limits of his authority, such as what he can approve alone and what needs you. Your accountant or advisor can help you plan how the handover fits your wider succession plan.

Key takeaways

• Have him shadow real rush orders before running one himself.
• Turn your unspoken judgement calls into a written checklist.
• Widen his authority in stages, with an honest review after each rush.