ODA/Management Review VALUE ADDED

A NOTE FROM JOEL

July 2023

?In our last newsletter we talked about customer needs and developing a closer relationship by providing value.?

The gateway to making this happen is to understand your customers. Early in my career, I remember when I was training new employees, I presented my boss with an outline listing all our products and services,so that was my trainees could learn about these products.

?He said the outline was a good start but there was something missing. He put a note on my outline: "How about our customer?"

?I got the message and included what we knew about them. So, our new employees had the task of learning their needs. It turned out that we did not understand our customers as well as we thought. In fact, we were often surprised how they used our products.

?We started asking more questions, getting more feedback, and developing a closer relationship. This led to joint projects and more business.

?If we learn more about our customers, we both get value.

?Nex time we will discuss another tool to develop our customer relationships.

?Joel