We Ignore Our “Institutions”…..Until They Fail Us…..

By Sid Chadwick

“The world is full of willing people….some willing to work….the rest willing to let them.”………………..…..Robert Frost

INTRODUCTION:

We see this pattern….. in every direction.

In our industry, we see this pattern in top performing individuals…..Top performers allow owners to accept mediocrity --- from others. (Hang with me on this….)

Positive ResultsTop performers….can create an (almost) acceptable average….an (almost) acceptable final result.

If the overall results…. were determined by the lower performers…. we’d be “out-of-luck”….and decisions…..would change…..action would be required…...

Our “Chicago Print-18” --- was in some respects….. “almost ….OK”….. partly because the SGIA Show followed-it….SGIA had a better Show. (I can count on both hands and feet……….. the number of clients who went to the SGIA Show……yet who did not…..go…. to Chicago.)

Supplier creditors are similar --- to a worse effect. They support with extended credit….a customer way beyond when that customer should be allowed more credit (with continued….. screwed-up market pricing)….Because….that supplier’s “good customers”… pay their bills --- sometimes….at higher prices. (It’s my observation that it only takes one poorly managed supplier in a market….. to lower overall pricing in that market….to everyone.)

SUMMARY:

Our industry is being re-organized --- into….. “who is serving which customer markets” --- with performance….and products…..and service --- perceived as …..THE BEST……!

The BEST….is important…..because of that “cumulative value”… experienced from that great combination represented in product….service…..and price.

For example, a major Press Manufacture, over the last year or two, has (again) raised their prices on parts, service, used and reconditioned equipment, and new equipment --- justified --- and promoted ---- by their “number-crunching” --- that their equipment lasts longer.

However,  if you can’t get service or parts when you need them, the real cost of service and parts --- are far higher than what they appear on an invoice….or quote. ….Company owners --- recognize that….quickly.

That Press Manufacturer, like different Trade Show Organizations, is going to learn….is learning…..it has competition……..There are customers who are asking about…listening to…..and earnestly examining --- that Press Manufacturer’s….. competitors.

Like the SGIA Show, customers are voting with their interest…..their wallets…..and their feet.

"When a supplier company, or a Trade Show --- thinks of itself --- and acts as an "Institution"....instead of focusing on who they exist to serve, their best days may be behind it....when not asking for, receiving, and following-through on........."Relentless Customer Feedback"

“Any fool can make things bigger, more complex, and more violent.  It takes a touch of genius  --- and a lot of courage --- to move in the opposite direction.”…Albert Einstein

 

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