IPMA 99 A Time For Change

"The greatest enemy of excellence is good," she cautioned. Don't settle for good. Think about what you expect as a customer, and then aim to do even better for your clients. Remember, she said, your customer is evaluating you with every interaction.

Since in-plants are businesses within businesses, Griffin said, they should not forget to market their services by meeting with customers and explaining how the in-plant can help them. Make sure customers understand the in-plant's requirements and know what they need to provide. Request customer feedback and evaluate it to continuously improve your operation—and let customers know how you plan to address their concerns.