buy that same brand of coff ee maker. However, what you previously
would perceive as poor service or quality can slowly creep up and you might not notice it happening. You can be conditioned. If the price of gas went up one cent per week, you would not feel the impact of a 52- cent increase at the end of the year. If gas went up 25 cents in a day, you would take notice. Over the years, everything has gone up in price and many things have gone down in quality and/or customer service. In small organizations, the technician may have direct contact with the customer and this is reminiscent of the days prior to the industrial revolution. Prior to the industrial revolution, customers dealt directly with the merchant or craftsman. There was a personal relationship and you don’t want to disappoint someone you actually know on a fi rst-name basis and who is going to use your product. Back then, that magical moment was immediate and the craftsman or merchant received instantaneous feedback from the customer, good or bad. If he wanted to remain in business, he made changes to meet the customer’s demands. The small organizations, if they are smart, have preserved and capitalized on that concept. It’s called quality customer service and we have lost that in many big businesses.
In larger organizations, the craftsman is disconnected from the customer and is accountable to an internal customer, a supervisor or manager. If the internal customer’s requirements are in alignment with the external customer, everything should work out well — but in many cases, that alignment is distorted and the process is dysfunctional because of impractical micro-quotas. The post offi ce is a prime example. What kind of reaction do you get from
the postal worker when you go in to buy stamps? It’s typically total disinterest: give me your money, here are your stamps, get out, next. It is as if you were dealing with a robot. You are not perceived as a customer because their pay is reliant upon
their supervisor. There is a disconnect somewhere in that system and it isn’t getting to the us, the customers. Many businesses have gone to automated customer service. Why not? Big business has already turned many customer service personnel
Precise & Portable Optical Depth Micrometers
Keep an eye on “repair vs replace” costs. Optical Depth Micrometer 8400K
When it comes to surface damage, small problems can have a big impact on maintenance resources.
Inadequate measurement tools give misleading and inconclusive results, causing unnecessary delays and replacement costs.
Maintainers shouldn’t rely on guesswork to measure common surface damage.
We have a great tool for that.
NSN 6650012208942 CAGE Code 65956
www.jchadwickco.com
TEL (626) 358-9955 EMAIL
sales@jchadwickco.com 1005 S Mountain Ave. Monrovia, CA 91016 USA
Visit us at NBAA’S MAINTENANCE CONFERENCE @ Booth 1006 45
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