A Customer Focus

I remember one instance when I stopped by the graphics department to drop off some charts for a presentation scheduled in the near future. While I discussed my requirements, chart by chart, the graphic artist continually nodded his head in agreement. We were in synchronized, or so I thought. I then proceeded to ask “When can I have the completed charts?” to which he replied. “Two weeks is our normal turnaround time.” I said “That’s OK.”  He then went on to say, “Of course, that’s unless we get bogged down in our ongoing work or unless we get a higher priority job.”

Dumbfounded, I repeated myself (something I don’t also usually do). I said. “When can I have my charts?” He made no promises. I said, “No problem; I will take my work where I know it will be done when I need it.” I then gave the work to an outside firm which did a fantastic job and met my schedule. They also charged me a lot of money. But that wasn’t much of a concern at the time. I expected to derive millions in work from this presentation and considered the amount an investment, a good investment as it turned out.

MORAL OF THE STORY

“PEOPLE IN NEED GO TO WHATEVER THEY REQUIRE TO GET THE JOB DONE. OFTEN, COST IS NOT A BIG ISSUE; THEY MEASURE THEIR [QUALITY PARAMETER] DIFFERENTLY. THEY SEEK THEIR OWEN QUALITY LEVEL AND IF WE OURSELVES ARE NOT WILLING TO MEET CUSTOMERS’ EXPECTATIONS, AND EXCEED THEM, THEY WILL GO ELSEWHERE”