Posted 09 October 2012
In the past few months I’ve amassed a carbon footprint the size of a small island travelling to meet suppliers and look around their factories. Sadly, I haven’t been able to spend as much time as I’d like talking to customers.
For me the great value of meeting face-to-face is the real feedback I get. It’s all very well looking at performance stats but it’s so much better hearing directly from the people that matter about how we’re doing and more importantly how we can improve.
A quote that caught my attention recently was from Henry Ford who said - “If I had asked people what they wanted they’d have said faster horses”.
That may have been true at the birth of the automobile but times have changed. It’s only through listening to our customers and reacting to their responses that we will become a better, more customer focused company.
Often it’s the small change that makes the big difference.
It’s worth mentioning that I personally read all the emails to feedback@fscables.com, and see all the returned yellow performance monitoring cards that go out with each consignment. If you do have any suggestions or comments as to how we can improve please get in touch – my direct dial is 01727 849830.
Meanwhile I’m off to plant a tree – I’ll try and call in on a customer on the way back.
Yours,
Jon Herbert