By Sid Chadwick – 01/03/18 Published in American Printer
“Mediocrity knows nothing higher than itself, but talent instantly recognizes genius.”……………..…………….Sir Arthur Conan Doyle
This month’s issue (January/February) of the Harvard Business Review focuses heavily on culture, leadership, and teaching. One of their headlines reads:
“The Best Leaders…are Great Teachers”
They use metaphors, patience, and live examples — to explain the power of what’s most important, and why.
For example, whenever I wanted my Plant Management to support what were considered — internally — outrageous improvements….nothing….literally NOTHING — could equal the impact of their hearing….first-hand…..why our customer(s) needed improved: (a) accuracy of counts, (b) faster delivery turns, (c) reliable delivery schedules, (d) proactive contact re. production and delivery schedules, (e) consistent quality, (f) improved delivery package labeling, (g) no shortages, (h) prompt and easy to read, easy to understand — no surprise — invoicing, (i) better postage discount options — and — (j) courtesy and onsite assistance — from our delivery personnel.
In effect, we learned we should…..“Customize and Elevate — Each Customer’s Expectations” — so that no competitor could ever meet each customer’s expectations.
In effect, we were developing “protective, defensive moats” — around our most valued — (really all) — customers.
Is your Business Development Team — in alignment — with your Production Team…?
Do Customers have frequent direct contact — with key Production personnel…?
Are Customers invited to meet THE personnel — who worked on their projects?
Do key Production personnel go out of the plant — and visit key Customers….?
Repeat: Is your Production Team….in alignment…..with your Business Development Team…?
What’s that costing you…..?
What do you celebrate……..?
“I do not feel obliged to believe that same God — who has endowed us with sense, reason, and intellect — has intended us to forego its use.”……..Galileo Galilei