"The problem with "There is an old saying "Customer is the King'" is that it is an old saying, Mydesign. That concept was drilled into us when I worked at Taco Plaza as a teenager. Unfortunately regarding retail and food service, that concept seldom holds true anymore."
Nancy, still I feel that the slogan is valid. According to you, what's the new concept?
"However, it is not only in the customer service aspect of customer/vendor relations, but at the other end where we have a long relationship, but lose a contract for a few bucks to a new vendor."
Tool_maker, it's all depends up on the customer. Certain point of time they prefer a cost effective solution and on other time quality rather than cost. So we won't be able to predict what comes on which way
@Mydesign: Oh how I wish you were correct all of the time. I work for a vendor of sheet metal fabricating tooling. Too often we lose jobs because the customer's purchasing departments look only at the initial cost. We sell quality dies, on time, and stand behind what we produce, but many times there is little customer loyalty in business. Just as Nancy said in an earlier post, things have changed. However, it is not only in the customer service aspect of customer/vendor relations, but at the other end where we have a long relationship, but lose a contract for a few bucks to a new vendor.
I just reread what I said and realize that is the way we probably got new customers as well and such is the way of the free enterprise system. Some times life stinks.
I think the old 2102 1K static RAMs had a related issue. The Intel datasheet stated that CS* must be high during all address transitions. Other vendors did not have this requirement. Apparently there were dynamic nodes in the address path on the Intel parts. So you could step through memory by holding CS* low and incrementing the address bus on all but the Intel parts. Ah the good old days.
Nancy, talk about fast food customer service stories, I heard a good one about Ray Kroc when he ran MacDonald's. He was driving to a restaurant with a district manager and noticed that a fence right next to the restaurant had a bunch of wrappers and trash blown up against it. The district manager said, "I'll call that manager and ask that the trash be piclked up right now." Ray Kroc replied, "Tell the manager I'll be out there helping to pick up the trash." I would imagine trash never built up on that fence again as long as that manager was in charge.
The problem with "There is an old saying "Customer is the King'" is that it is an old saying, Mydesign. That concept was drilled into us when I worked at Taco Plaza as a teenager. Unfortunately regarding retail and food service, that concept seldom holds true anymore. Customer service has gone down dramatically in many companies that I regarded as solid brands over the years. Retail shops are very complacent about providing any additional help. 50% of the time if you walk into a fast food restaurant, it will be difficult to find a clean table although the restaurant is practically empty.The level of care we grew up with simply does not exist. In industry however, this type of attitude can kill a company. I wonder if it is because niche vendors have more at stake customer service-wise, then retail markets where the consumers number in the millions...
"Not only is it good customer relations, Rob - it also speaks to the value of developing good relationships with your vendors, regardless of where they fall in the supply chain."
You are right Nancy. Without customers, there is no business, so by keeping this in mind business units has to establish good cordial relations with their customers. If customers are happy, they will refer more customers to their vendors. There is an old saying "Customer is the King'
"This experience showed me that, when your own efforts to understand a problem and its environment aren't enough, reaching out for additional expertise without delay can make the difference between good outcomes and slow, costly ones. It also underscores the value of good relationships with good vendors."
Jay, you are absolutely right. Only good vendors can do deliver good outcomes. The basic thing is only good vendors are able to employee good technicians/ service/developers and hence their deliverables are also prompt with high quality/standards.
Good examples, Nancy. I've seen a number of distributor/manufacturer alliances that help both companies succeed. I've seen these alliances visit with key customers to demonstrate new technology and offer on-site training. This happens when the focus is on the needs of the customer.
Not only is it good customer relations, Rob - it also speaks to the value of developing good relationships with your vendors, regardless of where they fall in the supply chain. I consistently used one specific third party vendor over and over again because of their tremendous customer service. That made them look good to their primaries since we were buying lots and lots of test equipment with projects constantly in the queue. Not only that, it was obvious that the distributor and the manufacturer worked as a team - which really increased their effectiveness and as a result, mine as well.
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