As I see it, we’re all taught to say ‘yes’ whenever currency is wagged in front of our noses.

Just how far will a company go to satisfy a customer’s request?

by David Mantey, Editor, PD&D

I heard this gem from a man representing a contract manufacturer while I was out … getting some fresh air while in Charlotte, NC, for 3D Systems’ World Conference – more on the company’s product launches to come in the next edition of NewsAlert and the next issue of PD&D.

Being an admitted member of the media, our fellow fresh-air fans decided not to play along and ask (let’s call him Tom) a question or two in order to see just how far this company would go to satisfy a customer’s request. I assured everyone that I was off the clock, but as a member of the media, I understand how trustworthy members of the media are perceived to be.

While this short interlude between sessions had me second guessing my ‘press’ status at such events, it also had me thinking about a company’s added value in a time of economic upheaval — which, according to many of our readers and many that I have met in the field, has yet to have any affect.   

How far is your company willing to stretch in order to satisfy company demand? The way I see it, the smaller the operation, the more willing the company seems to delve into R&D and one-off customization. While I have no doubt in my mind that firms with staffs not big enough to field a company softball team are just as qualified as the next, I wonder why companies with a sea of underutilized minds are often unwilling to open the floodgates and unleash their army on a customer dilemma.

I understand the business model: A one-off solution = profitability nightmare. However, as this industry continues to cross-pollinate markets, whose to say that an aerospace solution doesn’t have a fit in the automotive market?

Was Tom’s company — crazy? As I see it, we’re all taught to say ‘yes’ whenever currency is wagged in front of our noses. Even if we don’t have an answer, or a history, or an idea of how to find the solution, we say ‘That won’t be a problem’ and scramble through various cube-farm departments looking for anyone with a clue. Luckily, I can usually find someone willing to work with me to help out a reader or satisfy an advertiser’s needs.

If we can’t find a solution, well, I suppose that’s why there are so many consultants working trade show floors.             

What's your take? Send comments to david.mantey@advantagemedia.com