We Ignore Our “Institutions”…..Until They Fail Us…..

By Sid Chadwick – 10/26/18 Published in American Printer

“The world is full of willing people….some willing to work….the rest willing to let them.”………………..…..Robert Frost

INTRODUCTION:

We see this pattern….. in every direction.

In our industry, we see this pattern in top performing individuals…..Top performers allow owners to accept mediocrity — from others. (Hang with me on this….)

If the overall results…. were determined by the lower performers…. we’d be “out-of-luck”….and decisions…..would change…..action would be required……

Our “Chicago Print-18” — was in some respects….. “almost ….OK”….. partly because the SGIA Show followed-it….SGIA had a better Show. (I can count on both hands and feet……….. the number of clients who went to the SGIA Show……yet who did not…..go…. to Chicago.)

Supplier creditors are similar — to a worse effect. They support with extended credit….a customer way beyond when that customer should be allowed more credit (with continued….. screwed-up market pricing)….Because….that supplier’s “good customers”… pay their bills — sometimes….at higher prices. (It’s my observation that it only takes one poorly managed supplier in a market….. to lower overall pricing in that market….to everyone.)

SUMMARY:

Our industry is being re-organized — into….. “who is serving which customer markets” — with performance….and products…..and service — perceived as …..THE BEST……!

The BEST….is important…..because of that “cumulative value”… experienced from that great combination represented in product….service…..and price.

For example, a major Press Manufacture, over the last year or two, has (again) raised their prices on parts, service, used and reconditioned equipment, and new equipment — justified — and promoted —- by their “number-crunching” — that their equipment lasts longer.

However,  if you can’t get service or parts when you need them, the real cost of service and parts — are far higher than what they appear on an invoice….or quote. ….Company owners — recognize that….quickly.

That Press Manufacturer, like different Trade Show Organizations, is going to learn….is learning…..it has competition……..There are customers who are asking about…listening to…..and earnestly examining — that Press Manufacturer’s….. competitors.

Like the SGIA Show, customers are voting with their interest…..their wallets…..and their feet.

“When a supplier company, or a Trade Show — thinks of itself — and acts as an “Institution”….instead of focusing on who they exist to serve, their best days may be behind it….when not asking for, receiving, and following-through on………”Relentless Customer Feedback”.

“Any fool can make things bigger, more complex, and more violent.  It takes a touch of genius  — and a lot of courage — to move in the opposite direction.”…Albert Einstein