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The Customer Comes Second

posted Sep 1, 2012, 9:16 AM by Andrew McCoy   [ updated Sep 1, 2012, 9:16 AM ]
A service-oriented business strategy proves successful

Published: April 2012
by Andrew McCoy , Fred Sargent

“Companies must put their people—not their customers—first,” writes Hal Rosenbluth, CEO of an international travel management company, in his 1992 classic book, “The Customer Comes Second.” At first glance, these words read like heresy against the great body of advertising that, for decades, has ostensibly made a religion out of the primacy of customers and their every concern. We think that what Rosenbluth has to say, beyond that tongue-in-cheek title, is the basis of worthy advice for all electrical contractors who are dedicated to operating a successful service-oriented business. How does it apply to electrical contracting, though? For that, we must begin with a little history. To read more, please go to: http://www.ecmag.com/index.cfm?fa=article&articleID=13596 .
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