Business pressure has increased over the years, "and there was no alternative for the boss but to start letting go of some of his workload and his requirement to do all of the thinking".1 Furthermore, the owner of company had to purchase technologies to stay ahead . As the result, staying ahead forced him to concentrate on sales and customer service, and the information regarding technologies he employs partially lost its importance in the boss's minds.
But the modern customers are becoming quite inquisitive and frequently need thorough information about the product, so many companies are running 'clarifying policy' to explain to customer the main technologies used. Company executives arrange presentations and press conferences to introduce a new product or a new strategy of the organization.
The rapidly-growing Craters & Freighters franchisees view customers as the key to their success. "In the three years since they took over the Dallas Craters & Freighters franchise, Tony Alleman, Choyet Terro and Don Theriot were named Rookies of the Year and recognized for having the fewest claims and largest sector growth within their franchise's system. This year, Alleman, Terro and Theriot, ages 39, 40 and 38, respectively, continue their winning streak. They were singled out for the 2003 All Star Award, based primarily on how well franchisees run a business".3
The main priority of their business is dealing with customers - this, probably is a secret of their growth. The franchisees work in several directions to show to a customer that he receives the best service. "When a customer calls for a quote, our policy is to get back to that customer within 20, 25 minutes," Theriot says, "Our response time, our attention to detail, making sure the paperwork is correct ... the employees understand all this needs to be done."4
Based on their different work expirience, each partner manages a certain part of the business--Alleman handles production, Terro oversees finance and Theriot is responsible for sales, so it allows them to share the responsibility.
Those perspectives are useful in crafting work policies, including those relating to customer service. Theriot says that they get together and discuss the major decisions in order to run an honest discussion and to make a decision, which is suitable for everyone.
Yet not a single company can work without any problems. If something goes wrong, the franchisees ensure customers' concerns are addressed, via a low-tech solution. The customer always deals with a living person, not with a voice mail, as it makes him sure that his complaint will be examined carefully. Each problem is addressed immediately; as a result the customer sees feedback and attention to his opinion - whatever it is.
Customers have taken notice of these initiatives. The