More than Mere Satisfaction

Close communication between the in-plant staff and their customers is the key to success. We must constantly stay in contact with our customers. We must ask them not what they expect, but rather what would thrill them.

If you do not already have a customer advisory group or user/focus group, I would strongly advise implementing one immediately. Ask eight or 10 of your customers to meet with you and other key in-plant staff on a quarterly basis. Listen to what your customers believe are the standards for quality, timeliness, price and service. You will probably be amazed that their standards are what you considered extraordinary just a few years ago.