Putting Your Customers' Needs First

o Sales Representatives/Sales Agents – Consumer goods that we buy repeatedly or that we can research, and purchase online are ideal for the self-service model… ala-Amazon! However, many products and services benefit from having a knowledgeable sales person that can directly interact in person or via phone with the prospect; this process not only allows the company to gauge the prospects interest, buying urgency, knowledge of the product/service, and budget range. The sales person can instantly respond to most issues or objections as well as seek additional technical assistance when required. They are an integral part of the sales process in many companies. o Management – how many times have you had to contact a company about a product or service that you purchased, and you were DENIED the opportunity to talk with a MANAGER? There is a clear danger when your company elects to compartmentalize customer service and declare other departments “off-limits” to your customers! An “open door” policy with your customers and end users can pay dividends in that managers can be exposed to issues (and opportunities) that can make your company more responsive and proactive in your business. When I joined Westinghouse Electric Corporation in 1966, they were among the top 20 companies in the Fortune 500. Little did I realize then that the Westinghouse Semiconductor Division that I worked with for 13 years would become the incubator for developing and training future industry leaders: o Doug Danforth – Industrial Products Group V.P >> CEO of Westinghouse Electric Corp. o John Marous – Semiconductor Plant Mgr. >> CEO of Westinghouse Electric Corp. o Paul Lego – Semiconductor Plant Mgr. >> CEO of Westinghouse Electric Corp. o Maurice Sardi – Semiconductor Plant Mgr. >> CEO Knoll Group, CEO Westinghouse Elevator, Executive V.P. Westinghouse Commercial and Corporate Resources o Dan Coulters – Product Marketing Mgr. >> General Mgr. – Westinghouse Micarta Division o Jim Watson – Semiconductor Manufacturing Mgr. >> President of Thermo King o Stan Hunt – Semiconductor Marketing Mgr. >> CEO of Powerex, Inc. o Ron Whigham – Semiconductor Application Mgr. >> CEO of Powerex, Inc. o Dan Del Frate – Semiconductor Marketing Mgr. >> V.P. Marketing of Ranco Controls, Inc. o Keith Sueker – Semiconductor Marketing Mgr. >> V.P. Engineering of Robicon Inc. The hands-on knowledge and experience I gained in working with these men as well as others at Westinghouse Semiconductor (which was then just a $25M division) could never be replicated; it was a once-in-a-lifetime experience. But what I can say with certainty is that many companies across America are failing to take advantage of the knowledge and experience that they have in their senior workforce today. Older employees are remaining in the workforce longer due to health issues, ability to get insurance coverage, limited retirement funds, etc. Often, these older employees are in staff • Mentoring Opportunities