Surveys
Each year our president, vice president of sales and other appropriate employees visit a minimum of 40 top accounts to conduct an 11-question survey. The goal is to determine specific customer needs, problems and opportunities, which aren't necessarily fastener related.
A typical question might be, "What are your three biggest manufacturing problems today?" From the answers offered, we develop programs that satisfy the needs. For example, after numerous customers expressed interest in a variation of our inventory management service, which we had previously given only passing attention, we began offering it.
The survey also allows us to address hidden concerns that customers might be reluctant to air to sales or customer service reps.
We publish the survey questions and answers on our corporate Intranet for all employees to read. That way everyone - from our receivers, to our accountants - can learn more about our customers.
We also discuss the customer concerns, needs and interests in our weekly Quality/Management Meeting, attended by representatives of each department. By tapping their collective brainpower, we develop innovative solutions.
