Paving A Better Path

At his own in-plant, Goss quickly moved people into sales/customer service positions soon after he started there, asking them to go out and call on customers.

"That was a very novel idea back then," he recalls.

He examined every aspect of the business to make sure it was customer focused. Everyone, right down to the truck drivers, was encouraged to behave as a customer service rep, he says. In just his first three years there, the in-plant saw a 40 percent increase in business. Such growth has continued nearly every year since, Goss says.