This requires some knowledge of the customers' technology. Chemists and engineers who work with the technicians are excellent sources for this information. For example, consider the development of cutting oils designed to produce smoother cut metal surfaces. Technicians working with these customers should know what cutting oil properties are important, how the cutting oils are stored and applied to the metal surfaces, and how customers recycle or dispose of used cutting oils. With this knowledge, technicians can better understand customers' concerns and complaints and respond to them effectively, while chemists and engineers focus on highly technical problems.
Technicians can increase their knowledge of customer technology.
This often involves training and self-education far removed from college chemistry courses and the chemistry practiced by the technician's employer. Short courses, discussions with customers, tours of the customer's facilities, participation in trade associations, and independent reading, such as trade and industry magazines, are ways to acquire this information. However, Richard C. Whitely, vice chair of The Forum Corporation, notes that this is no longer enough. He comments that suppliers will have to consistently go beyond satisfaction to find new ways to add value to the customer-supplier relationship. This means technicians must be proactive.