Approach
First look for obvious waste, then build the procedures and team to deliver the customer service edge.
Reducing waste in any business almost always requires some tough decisions. As an experienced independent I can offer an objective view and help to draw up plans for speedy implementation of efficiencies.
Looking after customers. I have always stuck to something simple which I heard very early in my career - "you must remember, it is customers and only customers who pay our wages." Therefore I believe that the delight and retention of customers should always remain at the core of any plans.
Motivate and retain staff - Stable and motivated teams build customer satisfaction, which I believe is the key to building a sustainable and successful business. Manufacturers of all products are constantly improving their quality, therefore I believe that those showing the biggest customer service differentiation will succeed in the long term.