Tag: Customer Service

The better idea

September 1, 2026

Companies worldwide are looking for better ways to do things. Many innovations come about every year. Some work and some do not. The management problem is deciding which ideas to implement and which to let die without further consideration. As a leader, there are many factors that we consider before moving on to the proposed improvement.

Today we will look at one of the reasons new concepts are discarded without due thought. The source of the innovative idea is often the deciding factor for many of us. If it came from a knowledgeable employee with many years of experience or from a superior who can terminate us, this thought is considered. The one that got away is probably from a new hire, temporary employee, intern, or other low-level worker.

Some of the freshest and best ideas are proposed by those whose minds are not clouded with all the things that take up the time of upper management. Some companies have programs to reward employees or even customers with their ideas.

I took a product proposal to a purchasing agent when I was in outside sales. As I explained this new product and asked where it might be used, I was told to wait a few minutes for the maintenance foreman. When he arrived, I explained this item and saw a light spark in his eyes. We discussed prices and the various places it could be utilized.

He had an application, and he had been looking for a product that would solve a particular problem. I showed the P.A. a new item that he thought was what they were looking for. This is just one example of me making a sale because I had what the customer needed. Unlike advertising for most commodities, I did not have to create a need or desire.

To me, that was the best way to make sales. I never pushed products or services onto a client. My technique was to explain the benefits of items and ask if the product was something that could be of use to them.

My new district manager did not believe this was the best sales procedure. He thought I should push for a close on anything that we had available. I was able to turn our branch’s profit margin around in six months after three years of being in the red. When I saw that this new boss and I would not be able to agree, I found another position after twenty-five years with that company.

My new boss at the next company appreciated my ideas enough that I received a promotion after just three months on the job. I felt that this was my dream job. Sometimes the better idea that you need may be changing positions or companies to continue growth in your career.

©Copyright 2026 by Charles Kensinger

CUSTOMER SERVICE

May 23, 2025

Twenty-five years working for a power transmission distributor starting in purchasing, going to sales both inside and outside, and taking the office manager position which led to the operations manager, has put me in a unique place to know what customer service should be and what it usually is not. What we strive for is treating the one we are serving in a way that would be pleasing to ourselves, if in their shoes. That is the Golden Rule. “Do to others as you want them to do to you.” (Matthew 7:11-13)

I say we strove for that knowing that often that high peak is not attained. The difficulty there was in recognizing what was needed to please the one we served, not in identifying who the customer was. In purchasing it may appear that we do not need to supply customer service because we do not have any customers. My philosophy is shared by many in the purchasing profession. Our customers are those who have requested products or services ordered by us.

We indeed work for the same company they do. It is also true that not respecting the person and delivering the needed outcome may adversely affect our employment status. Aside from the possibility of reprimand or even termination, I strive to deliver my “customers” the best service I can because my work is to be “as unto the Lord”. (Colossians 3:23-24)

I never had a job title of customer service representative (CSR). One of my managers referred to me as the best CSR in his region. He pointed out to me that I was not one of the best salespeople. That disqualified me for being given a position that was considered a sales job. My title at one point was sales service specialist. This was what others called a salesman.

One radio host is well known for talking about customer no-service. What he wants us to realize is that companies we deal with do not put service ahead of getting the order. This manager of mine showed me that the most important part of what our employees did was to close a deal. Service was not important.

This was the same company that issued business cards that had sales service specialists on them, not salespeople. I call this hypocrisy. This is saying one thing but doing the opposite. I left that company and returned to purchasing and retired as a purchasing manager almost twenty years later.

Instead of overseeing delivering the best service for a company I became the one that judged if this business and others employed those that gave the quality of product and service that I had proven that I would give. I believe the customers lost on that transaction.

©Copyright 2025 by Charles Kensinger