166 BUSINESS VIEW MAGAZINE VOLUME 10, ISSUE 10 “I think one of the things we’ve always prided ourselves on is service,” he says. “We’re a very customer-oriented company. It’s important to us. We try to instill that in all our employees. If you’re not in sales, at Northern Composite, then you’re supporting sales. That’s all we do, so everybody’s in sales. We pride ourselves on the tech support we give. We understand the products we sell. We’re very careful about making recommendations, and we’re very proud of the fact that we turn things around very, very quickly. If somebody orders a product before one o’clock, it’ll ship the same day. That could be a tube of adhesive, or it could be two pallets of material going to Boeing. It doesn’t matter.” He emphasizes that customers form Northern Composites’ lifeblood. The company’s customer service team has recently expanded from three to five staffers. “I put them up against anybody,” he declares. “They do a great job, and we communicate well. Sometimes it’s not good news, but you’ve got to share the news, whether it’s good or bad.” “I think a lot of our competitors sometimes are reluctant to do that, and they tend to leave customers in the dark. That’s never been our way. You have to communicate. I think our customer service and industry knowledge stand us in good stead.” PREFERRED VENDOR/ PARTNER n Precision Fabrics Group, Inc. www.precisionfabrics.com
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