We need to spend time imagining that we are our customer. We should put ourselves in their places. We should operate our equipment the way the customer does. Only if we allow ourselves to be driven by customers will we ever be leaders in analytical instrumentation. All and all, I will continue to struggle to come to grips with this position.
Some days are good and some are bad.
The problems will be here whether I am here or not, so I should stay around and try to solve them. It seemed that when I joined this company, everyone here believed that we could become a great company different from the rest, but now it seems the attitude is that we are just another company trying to be like the rest. We just need to make some decisions about where we are going as a company and then act on them. I can say that support has increased in the last six years - at least by a body count, but I can't say that support has improved in my customer's eyes. I think that the product line is becoming more demanding and the customers are becoming less educated and need more from us.