Are You in Business for the Glory or the Money?

I literally grew up in a family-owned industrial distribution business.  My dad (Norman) was a great guy and a fantastic salesman (in the best sense of the word).  He was always in motion and wasn’t happy unless everyone else was as well.  There was constant noise and...

The Customer Satisfaction Analysis

In previous newsletter articles we have discussed the customer service level.  This is a measurement of the number of line items on sales orders shipped complete in one shipment on or before the date the material was promised to the customer.  The customer service...