All customers are important and our goal must be to satisfy them all. However, I have observed that producers of both internally and externally consumed products consistently favor the interests of brokers over end-users and fixers. This situation is less a matter of making a conscious decision than a matter of default. Differentiation of customers into the end-user, broker and fixer roles can solve this problem. Producers may not have direct contact with the end-users.
Customers can have competing interests.
Producers may choose to satisfy certain expectations over others, based on the power of the customer. These characteristics are often those of brokers, not end-users. End-users always win in the long run. A. Satisfaction will occur if dissatisfaction declines. We are on the leading edge in our industry.