In our latest newsletter, I pondered the value of industry awards. In case you missed it, I wrote:
It seems that each week, we get more releases about materials handling companies getting awards. If its not suppliers patting their dealers on the back, its awards from local business communities, environmental groups, design organisations, government export promotion bodies or charity institutions.
Awards, it appears, are one of the fastest-growing industry sectors, fuelled by vanity and the need for approval.
One has to wonder whether the plethora of accolades actually means all that much in a tough business environment. Without taking anything away from the winners, we have to speculate that theres only really one award that counts customer loyalty. If you cant meet customer needs and retain their business, the gleaming trophies and glossy certificates will do little to appease your creditors.
Well, already, one reader has responded, saying:
I do agree that without good customer service nothing matters. I don't really think that the award matters. What really matters is if you are doing what it takes to keep your customer and get new customers. I always take pride in making my customers happy so they keep coming back. It is great if they choose to call our office to say thank you for a job well done. That goes a lot further than an award does as far as I am concerned, because they recognize that you are there to work for them and be sure that they are a happy customer when you leave or get off the phone with them. That is repeat business and that is what it is all about. Keep them coming back.
What do you think?
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