Jun 27, 2025
The management and supervision in business is in many cases misunderstood. You manage process but you have to lead people. Often, we get consumed by our need to improve our processes. Since the 1980’s with the “Japanese” continuous improvement movement we have been...
Jun 27, 2025
The days of your customers walking into your business have long since passed. This is truly a shame. Some thirty to forty years ago, we taught our customers that our inventory management meant that those parts that the customer wanted would not all be available when...
Jun 27, 2025
In the parts business we communicate with the marketplace in a variety of methods. With the telephone, with people walking into your store, some customers will send orders by mail, or via a fax, and some use the internet. But the variations of the work don’t stop...
Jun 27, 2025
All of the training and tooling in service, and the inventories and systems in parts, and all the good work by professional salesmen will be wasted if you cannot keep your customer for life. The Japanese taught us that in the 1970’s, and Harvard Business School did...
Jun 27, 2025
The ultimate measure of your service to customers is the loyalty that they give you with the business. That can be measured by customer retention. During the 1980’s Harvard Business School did the definitive research on this subject. That work was published in a book...
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