Page 4 - CFESA Magazine January / February 2019
P. 4
PRESIDENT’S MESSAGE
JOHN SCHWINDT
THE CUSTOMER their product and policies, and the
SATISFACTION PUZZLE dealer knowing how that equipment
is going to fulfill the needs of the chef
It is interesting to see how everyone is and the restaurant owner, thereby,
trying to work together. The industry providing the consumer with a
collaboration between the channel satisfying experience and safe product
partners is creating significant to consume. How many of us don’t
opportunities for everyone who even think of the consumer being the
chooses to participate. We are all “a most crucial part of this event? We
team” of support to that all-important all are part of this “massive network”
one, the person buying a meal. that gives them the experience they
Sometimes we get caught up with are willing to pay for. CFESA has taken
issues that arise and feel that we must great strides to stay at the forefront
own the problem, own the results, own of this issue by continuing to evolve
the customer. However, at the end of our training and education programs
the day, we have the same customers. offered at our global training facility. In
addition to working with our industry
Moreover, we are each other’s partners to provide the next generation
customers, and all of us are trying with career-focused training. I envision
to satisfy one another and solve the center being utilized by our
the same problem using our own partners for their training programs.
unique resolution. The “consumer” is
ultimately the one paying the tab, so As manufacturers introduce new
the answer to the problem must take products to meet the demands of
into account all of our needs in a joint the industry, the need for training is
effort to provide that “consumer” the even more important. More so than
best experience possible. The exciting just technical training, but how is
part of this is the opportunity to work it supposed to produce or care for
together for a unified solution that the product it is designed for? What
satisfies all parties. expectation of production does it have?
What is it intended to do? All these
So, how do we all play a part in this areas should be addressed.
big puzzle of customer satisfaction?
My thought is training of all channel
partners. For example, the rep knowing continued on page 9
4 CFESA Magazine | JANUARY / FEBRUARY 2019 | www.cfesa.com
