The Customer is Always . . . Wrong?!?!
The customer is always right. It is a phrase heard a lot, and in general, it is true. The customer is the one that writes the checks made out in your name. Without that check, you are dead as a business. So with that in mind, you would think that companies would be doing whatever it takes to make that customer happy so that they continue to write you checks.
Wrong! Many companies take an almost adversarial stance with their customers. They fight with their customers. They don’t provide customers with what they want. They don’t give it to them when they want it. They break promises. They are inflexible. They overpromise and under deliver. They break agreements. And the list goes on.
So why do many companies continually put their customer relationships at risk? The bottom line is that there is more fealty to internal stakeholders than to the most important one – the customer. You know, the one that writes the checks! Shareholders take precedence along with industry analysts. Lawyers and accountants are the prominent decision makers. Making the quarterly number supersedes the needs and requirements of the customer so shipments are made early to book the sale in the quarter. Agreements are dismantled due to unfavorable market conditions even though the customer endured their own unfavorable conditions previously. When more customer requests are answered with a “NO” as opposed to a “Yes”, you know that the more appropriate saying for a company is “The customer is always wrong.”
At VSMPO, the customer is our singular focus. As the company entered the world stage in the early 1990s, VSMPO was an unknown entity to the western world after the fall of the Soviet Union. Establishing itself as a relatively obscure titanium producer especially for an end user market with such strict quality requirements was a very tall order. So by necessity, VSMPO had to go above and beyond to please the customer just as a matter of survival.
Today, this ethos still drives everything we do as it pertains to the customer. VSMPO has grown tremendously since the 1990s and is uniquely suited to provide the most advantages to the customer in the industry. Being vertically integrated, VSMPO controls raw materials from mines and master alloy inputs and is less susceptible to raw material market fluctuations. All primary titanium melting and processing is performed in one location reducing overall costs. The company can provide a full range of products from raw ingots to semi-finished machined parts.
Furthermore, VSMPO’s distribution warehouses are located strategically around the world and are filled with titanium in any form and grade. Our distribution centers are key factors in ensuring our enviable on time delivery record and we are able to implement tailored stocking programs, thus giving the customer the ability to adjust deliveries according to demand fluctuations. With hundreds of quality approvals, VSMPO can provide virtually all of your titanium needs regardless of the end use or specification requirements.
This all adds up to VSMPO being singularly positioned to provide the best customer experience in the industry. In a demanding environment made even more challenging with Covid 19, having a partner dedicated to customer satisfaction is more important than ever. The things that established VSMPO as a world player in titanium continue to be our core beliefs in becoming the dominant titanium supplier in the world. They are:
Competitive prices
Price Stability
Highest Quality
Maximum Flexibility
With these guiding principles, the customer is always right at VSMPO. Check us out at www.vsmpo.ru and www.vsmpo-tirus.com.