On Management: Finding out what’s valuable to customers

There’s an old saying among moldmakers: “We can give you low price, good quality and on-time delivery. Pick two.”

What's important to your customers? Recently, two companies, Tech Molded Plastics, a custom injection molder in Pennsylvania, and custom thermofomer Ray Products in Southern California, have released the results of their customer surveys. And the results just might surprise you – or maybe not.

In both cases, customers rated quality as the number-one attribute looked for in a supplier. In Tech Molded Plastics' survey, it was “long-term quality of products/molds,” and number two was “initial quality of products/molds.” Trailing dead last was “pricing of product” – which might surprise some processors. ...

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