IPMA 2001 Conference In-plants In A Changing World

In the years Rigby's shop is not having an open house, he holds a customer appreciation day to keep the in-plant in the minds of customers. Get in front of people's faces, he advises, either through print or personal visits.

Once you've got the business, though, you've got to keep it, and that means keeping customers satisfied. To measure that satisfaction, Ray Chambers, who recently moved from the University of Louisville to Juniata College, suggested conducting surveys—and not just of your customers.