The Birmingham age-herald., 1924-05-23

&sSssNg and upbuilder of
 the General Elec- ' trfc m n y. lsssssssszsszse - "Finei Fine!" was
 AG RaAa&S his reply to my query about how he was feeling Apparently MT. Coffin has the same ideas as the eO- year-old Robert Dollar, namely, that as he cannot very well figure on hay ing much more than 20 years left, 1t is up to him to move around much more quickly than younger fellows who can reasonably hope for 90 or 40 more years
 The next man I saw, a moment later, was Samuel Insull. head of tremendous public utility enterprises in Chicago and other parts of the middle west. MT. Jnsull said he was feeling as fit as fiddie-and he looked 1t. MT. 1nsull carries as heavy responsibilities as any man in Chicago. He has had the char acteristic career of most of our present ! day leaders in that he started at the bottom and won his way up by intel ligent and persistent application. HIS first job in America was as secretary to Edison. The next instant I noticed Martin fnsull. brother of Samuel. and also leading figure in utility enterprises. Martin Insull is one leader in the util- ity field who has thoroughly grasped the importance of gaining the good will , of the public.
 All these three, together with sev- eral thousands more, are attending the record breaking annual convention of the National ElectricA Light association. No topic has excited more interset ,. than that of how to bring about and preserve the right kind of relations with customers and the public in gen. a large turnout hear the reading of the essay which who won the first prize in a contest on how to establish friendly relations be- tween utility companies and the pub lie. The prize winner, Paul c. Raw son of the Empire District Electric com pany of Joplin, Mo-, turned sout to be a. remarkably young man.
 This whole question of winning the good will of the American public is public utility corporations but to ev- cry industry in the had. The follow ing 50 suggestions, culled from some 300 manuscripts submitted in the con- test, will yield common sense sugges- tions to business men and employees in many different lines of business: When a customer comse in with a complaint don't send him or her from pillar to post; that irritates.
 Classify all complaints.
 Study the cause of complaints; erad- icate them at their source.
 Completeness of your reply is only one-haR of courtesy; the manner of your reply Is the other half.
 Get employees to realize that the com pany Is judged by their actions.
 Bring home to the people that the benefits they receive result from enter prisipg and. progressive management.
 Select as executives, men with vision as well as ability. '..
 As a man is judged by the company he keeps. so is a company judged by the men it keeps. If in troubles tell the public your - story--the correct story. Then keep # on telling it, lest they forget.
 Adyertise. Emphasize one specific point at a time, ...,. ..N When you sell stock you advertise; sell service the same way. -y. < / Be concise, be continuous, be consist ent in your efforts to create good will. Spasmodic efforts will not succeed.
 whenever-if eVer-service is inter ruptedc promptly tell the. public the cause.
 Post the public continuously on your earrings and your progress.
 Don't make promises unless you are sure you can. keen them. -.,.
 Release cashiers from their cages and
 If. a mistake occurs, admit it--then sweat to rectify it. .,'
 Have ideas as well as ideals. Allow subordinates authority in do- ing their routine work. This inspires
 Claim less rather than more than you can deliver.
 Welcome criticism and suggestions.
 Publish a house organ.
 Just as employees must be loyal to their organization, your organization must be loyal to your community.
 Keep ahead of the demand for service.
 Be human, not mechanical.
 Aim at inducing every employe and every household in your community to become part owner of your company.
 Organize a service and investigation bureau staffed by broad minded men to handle all public complaints.
 Send out no bill showing an abnor- nal decrease without first verifying and then investigating the reason.
 Avoid political maneuvering. ,. Also paternalism.
 Establish a home service bureau and teach all phases of electrical appliances uses.
 Train local agents to become inter ,ested in their work. in their company and in their relations with their cus-
 Keep abreast of all new developments in your field and pass the benefits along to the public.
 Make 1t easy for customers to do business with you.
 Simplify your application forms. Train telephone operators and clerks yso that all business that can be cared for over the telephone will be done promptly and courteously.
 Employ only methods which you de- sire to have reflected in your subordi- mates.
 Develop public speakers from among your force; they can tell your story effectively.
 Take an interest in civic affairs and encourage the members of your organ ization to do so. Civic organizations are often the birthplace of complaints.
 Strive to make friend a day for your organization.
 Remove internal friction.
 Do as much humane work as possible among your employees and also in your community
 Institute savings department to en- courage thrift.
 Reward meritorious work.
 Be merchandisers-that's important.
 Do not wait until you are in trouble before trying to earn good will.
 Respect the rights of others.
 Have an abiding faith in the hon esty and good intention of your fellow citizens.
 Be fair
 And above all, learn to derive as much happiness from the service you render the world that your happiness will communicate itself to all you run shoulders with in your Journey through life.