We have a big competitive advantage in that we run our own training centre. We save thousands of dollars per employee in keeping these guys up to speed, which most of our competitors can't do. That's our little secret, if you like. But training's still a constant challenge because customers sometimes have incredibly unrealistic expectations. You've all built successful relationships with your employees.
People talk a lot about building their relationships with customers.
It sets out Premdor's strategy, strengths and the advantages of Premdor to our customer. Then we set out our view of a customer's strategy, strengths and objectives, and try to tie our strengths and objectives to those of the customer. It leads to a needs analysis that sets out our customer's needs, then to a planning document that sets out what our objectives are for serving that customer, how we're going to achieve them, and even a model to measure the achievement of those objectives. If people below me don't feel successful, I'm not going to be successful. If you're really committed to service and meeting your customer's needs, there's nothing like putting it down on paper and sitting in front of your customer with the plan, which you can further develop jointly.