INSIDE CI: At Your Service

The monthly roundup from Editor-in-Chief Susan Sutton.

My favorite restaurant in town serves excellent food. I’ve never had a bad meal there, and the prices are reasonable, too. The main thing I love about it, though, is the great service. It’s wonderful to be greeted warmly and treated well throughout the entire dining experience.

Bad service will keep me away from even the best restaurants and stores. For example, it drives me crazy when I go to an appliance store and the “expert staff” person mumbles that the product I’m looking for is over there…somewhere. Or when the person manning the grocery store checkout would clearly rather be anywhere else and can’t be bothered to pay attention to the obvious fact that bananas do not belong on top of bread.

I once changed dentists because the new office administrator kept misfiling my insurance claims. I liked the dentist and the rest of his staff, but dealing with those headaches after every trip was just too much of a hassle. They say don’t sweat the small stuff, but bad service-no matter how trivial-can very often ruin an otherwise positive experience.

The importance of quality service expands exponentially when we look at business-to-business relationships. The stakes are much higher than a $30 dollar meal or even a $200 grocery bill. Corporate customers can bring in millions of dollars of business, and they expect-and deserve-the highest level of service possible.

It’s not likely that any company or organization can be completely self-sufficient, and we all inevitably seek various service suppliers to handle a number of tasks. Whether it’s for product or material testing, full contract manufacturing, or even a simple consultancy, we can turn to efficient, responsible and effective service providers to handle long-term and ongoing needs, or to step in for special projects or emergencies.

CI is introducing our first annual Services Directory in the December issue. The Directory takes the place of the traditional Services Marketplace section in this issue only. It includes an Address Index with complete supplier contact information, and chart-style listings that specify each services provider’s area(s) of expertise in an easy-to-read format.* Keep the Services Directory handy and check it periodically throughout the year when you need to source service providers ranging from attorneys and consultants to firing, lab and processing experts.

Please don’t hesitate to let us know if CI can improve our service to you. Do you want to read more about a specific topic? Would you like to see additional coverage in any area of the industry? Or do you think we’re overdoing it for a particular topic? Feel free to send me an e-mail at or give me a call at (330) 336-4098 with any suggestions.

We look forward to a happy, healthy and successful 2008. Happy holidays and best wishes to you and yours from all of us at Ceramic Industry.

*Listings indicate paid advertising. To be included next year, contact Ginny Reisinger at (614) 760-4220 or for pricing and additional details.


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