Three Points on the Agenda --DeWese
* A customer is the most important person in your business.
* A customer is not dependent on us. We are dependent on her/him.
* A customer is not an interruption of our work. She/he is the purpose of it.
* A customer does us a favor when he/she gives an order for printing or allows us to quote a job. We aren't doing them a favor by performing (it's our job).
* A customer is part of our business—not an outsider.
* A customer is not just a check in the mail. He or she is a human being with feelings just like our own.
* A customer is someone who comes to us with wants and needs. It is our job to fill them.
* A customer deserves the most courteous attention we can give him or her.
* A customer is the lifeblood of this, and every, business. The customer pays your salary.
* Without the customer we would have to close our doors.
You may think the author's words are platitudes and unrealistic. If you do, why not consider a career in sheep herding? The printing companies that embrace these principles from top to bottom—CEOs, corporate officers, operating managers, the sales department, press room, prepress, bindery and transportation—are the companies that create good company economies during bad national economies.
Next agenda item—"The Importance of Good Negotiating Skills."
I am convinced that many of our citizens, including many company presidents, are conflict averse. They resist any potential conflict in which they may be required to negotiate. This causes too much pent-up stress that eventually bubbles to the top and manifests itself in outbursts of angry behavior. You know, stuff like road rage, spousal abuse and dog kicking.
Avoiding conflict makes the avoider feel worse about himself when his self-esteem is already lower than a snake's belly. If we had forecasters who were "psyche economists," they'd say, "See my chart. Look at this low self-esteem line that is causing a high propensity for ulcers and angry explosions. Now, see the anger line go down when the self-esteem line goes up." Maybe I'll declare myself a psyche economist and Oprah will invite me on her show.