Customers are interested in results

Mr. Carl Mays:

 

As I scan The Mountain Press occasionally I read your entire column. I've always found the subject of today's column fascinating.

 

I am retired from The Mead Corporation, Dayton, OH. we killed trees and made paper. Sometimes we just beat a bush to death to make envelops. I managed some Corporate staff departments working with internal functions as clients or customers we had to keep happy or at least quiet.

 

One day my boss and his peers met to identify what customers (external) wanted. The first decision was to bring in a consultant to help them understand what customers wanted. I told him that was a wasted decision he and his peers and his boss (CEO) already knew what customers wanted, he and each of them are customers, so what do they want? How many of us want food that should be hot, cold and food that should be cold, hot. How many of us prefer low quality products, delivered late, and over priced? How many of us enjoy hearing "I don't know" from the expert? Anyone who does not know what customers want may be to naive or dangerous to be permitted to associate with others.

 

Generally senior managers are timid hiding behind consultants who tell them things they already know. I understand it is political. If they are wrong it is the consultants fault; American businesses lack leadership and courage. As Lee Iacocca asks, "Where have all the leaders gone?" When you read the headlines you know they are no where in sight…

 

You are correct about the ducks, smooth on the surface but paddling like crazy below. The public does not see the extra things the Michael Jordans and Tiger Woods do just so they can make their jobs look easy. Senior managers do not understand either. When one of them wants to know what customers want you know you have a pigeon ripe for the plucking..

 

Should be good news for your line of work…

 

I wish you well….

Regards,
John Jenkins

865-803-8179 cell

Gatlinburg, TN
Email: jrjenki@yahoo.com 

Website: http://www.greenbriersolutions.com 
Blog: http://littlepigeon.blogspot.com/

Hyperbole is the Best Thing Ever.