By Bob Lebeaux, President, The Plastics Group of America
January 24, 2011
There’s a plaque on my office wall titled “What Is a Customer” – it effectively encapsulates our approach to customer service here at the Plastics Group of America. A quick summary of its message would be:
“Our customers are the most important people in this office. They are not dependent on us – we are dependent on them. Our customers are not an interruption of our work – they are the reason for it. We are not doing them a favor by serving them – they are doing us a favor by giving the opportunity to do so. Our customers are not outsiders to our business – they are part of it. Our customers are not someone to argue with – nobody ever won an argument with a customer. Our customers are people who bring us their wants. It is our job to fill them profitably – to them and to ourselves.”
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