. Cheryl Crumb & Associates .

Who Needs Customers... We Do!

Background Situation

“If those damn customers didn’t keep on bothering us, we could get more work done around here.” This appeared to be the sentiment in a manufacturing company whose employees had lost touch with the concept and importance of customer. Sr. management wanted a half-day session for every employee in the company, across all shifts.

Key Messages

For a manufacturer, your most valuable asset is not your property, your equipment, your receivables, your inventory….it’s your customers
We can’t “imply” or “assume” the customer. The problem with any assumption is that eventually we become unaware and direct our efforts to more obvious issues. Therefore, we need to keep our customers obvious and visible.
Ask yourself, “What’s the price tag associated with an empty floor?”
It takes a team to succeed but only one person to disappoint a customer
It takes months to find a new customer but seconds to lose one
The growth of any organization is nurtured one customer at a time
It is five times more expensive to attract a new customer than to keep an old one
Loyal customers can’t happen without proactive, initiating manufacturing employees

Content

Identification of internal customers and what they need from you
Identification of internal suppliers and what you need from them
Where everyone fits in the Value Chain
Myths about customers
Destroying a customer’s self esteem and dignity – a “how not to” manual
Satisfaction vs. Delight
Voice of your customers and what we should stop/start/continue doing
Ways plant employees can be more proactive

Length

1/2 day




		Who Needs Customers... We Do! Background Situation “If those damn customers didn’t keep on bothering us, we could get more work done around here.” This appeared to be the sentiment in a manufacturing company whose employees had lost touch with the concept and importance of customer. Sr. management wanted a half-day session for every employee in the company, across all shifts. Key Messages For a manufacturer, your most valuable asset is not your property, your equipment, your receivables, your inventory….it’s your customers We can’t “imply” or “assume” the customer. The problem with any assumption is that eventually we become unaware and direct our efforts to more obvious issues. Therefore, we need to keep our customers obvious and visible. Ask yourself, “What’s the price tag associated with an empty floor?” It takes a team to succeed but only one person to disappoint a customer It takes months to find a new customer but seconds to lose one The growth of any organization is nurtured one customer at a time It is five times more expensive to attract a new customer than to keep an old one Loyal customers can’t happen without proactive, initiating manufacturing employees Content Identification of internal customers and what they need from you Identification of internal suppliers and what you need from them Where everyone fits in the Value Chain Myths about customers Destroying a customer’s self esteem and dignity – a “how not to” manual Satisfaction vs. Delight Voice of your customers and what we should stop/start/continue doing Ways plant employees can be more proactive Length 1/2 day