The Richwood Report

All of us are somebody's customer every day. In our business we are also somebody's vendor every day. We see the situation from both sides. This helpful article explores the customer-vendor equation with some principles for making business good in both directions. A sample:

Effective customer service is not a slogan, advertising program, button that
everyone wears or a banner touting a, "We Care attitude". It is a consciousness or attitude that penetrates every nook and cranny of the organization. It is a philosophy that is understood and embraced by every employee, that's every employee, regardless of position, length of service or vocation. It is consistent regardless of the period in the week or month, market pressures, department or branch, current sales results, current cash flow, management philosophy of the day or market position. It is not a program that is funded for the short term, but a corporate lifestyle that is on-going regardless of the whims of management, the fickleness of customers or the dynamics of the marketplace.