The art of selling British
Page 21
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MR WHITE's letter (CM. January 22) and his reasons for not buying British illustrate quite simply that the millions of pounds invested by the manufacturer are simply wasted if the .attitude to the customer is not understood by all members of staff.
We enclose an effective solution used in all departments in our car and truck division, and believe me, this really does beat the system.
The Dowman customer 1. The customer is the most important person in our business.
2. The customer is not dependent on us — we are dependent on him.
3. The customer is not someone to argue or match wits with.
4. The custoMer is a person who brings us his needs — it is our job to fill those needs.
5. The customer is not an interruption of work — he is the purpose of it.
6. The customer does a favour when he calls — we are not doing him a favour by serving him.
7. The customer is a part of our business — not an outsider.
8. The customer is deserving of the most courteous and attentive treatment we can give him.
9. The customer is the person who makes it possible to pay our wages whether you are a fitter, office employee, manager, or salesperson.
10. The customer is the life blood of this and every other business.
GRAHAM BROOKS Managing Director Dowman Car & Truck Division Stockport