The issues you are having with sales sounds a lot like a compensation system that encourages complacency. Do they get ongoing commissions for life, or do you have a cap on commissions per client. I have found that if salespeople are not used for hunting new business, then what is the point?
If I have customers that do a lot of repeat order activity with mostly the same files, and I don't want to deal with inconsistencies in document specs, I usually just set them up with editable online templates. Customers can just order what they need through the website, and everyone can move on with their day. I don't see the point in involving a salesperson for reapeat order activity. I don't even want customer service reps involved if possible.
May I suggest that you establish a cap on long term commissions (maybe 6 months or a year) and include penalties on salespeople for every mistake on an order that was within their power to catch. Their attention to detail should rise and their focus on pursuing new business then becomes unavoidable.
As for repeat order activity, I use an ASP product called Print Bridge (
Forix Print Management Software - design editor, ecommerce, mailing lists, order tracking) that customers can use themselves. They seem to love it and it costs me far less than any of my employees.
