The Importance of Customer Service in a Manufacturing Company

The mechanics of manufacturing are mostly invisible to our customers. As long as the products the customer needed showed up on time with 100% quality, nobody cared about manufacturing efficiencies. It took me a few years to realize that only when they succeeded could we succeed. Service meant not just getting each customer what he needed, but aggressively and proactively identifying actual and potential problems,. And addressing those openly with the customer.