Putting Your Customers' Needs First

• We Are Committed to Continuous Improvement. We constantly raise the bar to deliver better products, better results and increased customer and employee satisfaction. • We Treat Customers and Suppliers Like Partners. We recognize that our success is dependent upon the success of our customers and support of our suppliers. • We Adhere to Sound Financial Strategies. We set clear, measurable goals and follow through on our commitments.

• We Value Creativity and Innovation. We strive to be a leader in introducing innovative new products that deliver the highest quality at the best price.

• We Are Passionate About Winning and Support Risk Taking - But Never Recklessness. We are not afraid to challenge the status quo but with fact-based decision making and uncompromising integrity.

• We Encourage Trust and Open Communication. We share information willingly and don't avoid tough issues. We listen to, and learn from, others.

• We Set the Standard. We hold ourselves to the highest standards and strive to be the benchmark by which others are judged.

P.S. If you are an “ethically-challenged” employee, you are probably NOT reading this book anyway!

• Self-Service versus Personal Service Most people reading this book are not old enough to remember when we had gas attendants at service stations that would fill your tank, check your oil, and wash your windshield each time you stopped for gas. Today, Millennials have been raised in a self- service universe. In fact, most of us have become accustomed to performing many tasks ourselves…especially as they relate to computer activities. Companies are wise to invest most of their efforts into providing online services that can be performed directly by their customers and end users. However, there will always be some tasks where Personal Service can be advantageous. Here are a few examples: o Customer Service – there will always be a need for customer service personnel to address various customer issues; while, online support services can continue to expand and handle most of these situations, having a top-notch customer service crew to handle the exceptions is a necessity. o Tech Support – many products and applications require very specialized knowledge that can best be conveyed via human interaction. While “Frequently Asked Questions” info on a web site can be a nicety, it is NOT a substitute for human contact. A trained tech support person has the knack for sensing what the customer or end user is searching for and they can more easily locate the information or provide a solution to their problem with greater ease and speed. A good tech support department pays dividends and helps you to retain customers and end users for your business.