Thu Jul 19, 2018
Author: Dana Nelson
I hope everyone’s summer is going well and business is booming. This issue is our third rendition of “Made In America,” and it seems to be the most timely subject of 2018 with various tariffs causing flux in the U.S. economy and in manufacturing. While this column is not about tariffs, it is a topic worth discussing. I believe there is a ton of misinformation and fear being created by the mainstream media for political reasons.
Now, on to Made in America. We decided to redefine the “Made” of Made in America for the purposes of this issue. Along the patriotic theme this issue has traditionally followed, it struck the editorial team as worth remembering that in the U.S. Declaration of Independence it states:
We hold these truths to be self-evident, that all men are created equal, that they are endowed by their Creator with certain unalienable rights, that among these are life, liberty and the pursuit of happiness.
We keyed in the phrase “pursuit of happiness” and paired it with our Made in America theme. It seems obvious, or as the Declaration states “self-evident,” that if the RV industry strives to “make” anything, it should focus on making customers happy... i.e., the pursuit of happiness.
In the B2B environment, the pursuit of happiness applies to all businesses that buy and sell products to each other. Businesses who have unhappy customers (other businesses) find themselves without customers. On the business to consumer side, this also is true.
Our industry has stumbled on making customers happy in the past, believing that the upside of potential customers far outweighed the downside of the attrition of existing customers. Sadly, there are still a number of outdated thinkers who deem price-point as more important than quality. I do think this mindset is changing, though.
In business, much like in life, the unexpected or unforeseen happens. Sometimes people made mistakes. Let’s not forget, mistakes are not purposeful. Fault or blame is unfounded when it comes to a mistake. I love the phrase, “A mistake is evidence someone tried,” Everyone can suffer a bad day. It’s these different situations of conflict, where our greatest opportunity to shine appears. A problem can be a defining difference between a merely satisfied customer and a situationally created happy, loyal one.
As a writer, I’ve been taught that all stories need conflict. Without conflict, there is no opportunity for a hero to appear. I’ve also heard it said that a customer who satisfactorily had a problem resolved is much more loyal than one who has never had a problem.
This issue is filled with heroes who, when conflict arose, as it inevitably does, they went over and above to pursue happiness for their customers.
Thank you for reading RV News magazine.
Very Proud Publisher