Saturday, March 6, 2010
Customers For Life
What is the purpose of a business? Every time I ask this question to people, the immediate answer that I get back is, “To make a profit.” In my opinion, this answer is wrong. The real purpose of a business is to create and keep a customer. If a business successfully creates and keeps customers in a cost-effective way, it will make a profit while continuing to survive and thrive. If, for any reason, a business fails to attract or sustain a sufficient number of customers, it will experience losses. Too many losses will lead to the demise of the enterprise. Customers for Life - What does that mean exactly? It means being constantly dedicated to doing the right thing for our customers. Simply put, it means we want to keep our customers for life. Anyone can sell a tool to a customer but we expect more from our team – we expect them to go above and beyond to provide not just average service, but to provide exceptional service – every time. It requires dedication. It requires commitment. And we will continue to work to earn Customers for Life in every aspect of our business.
GRIP was incorporated by Charles Amash in 1980 and has grown into one of the regions top suppliers of tools and general merchandise. Located just south of Grand Rapids, Michigan, GRIP features a 200,000 sq ft state of the art warehouse facility including a 2,000 sq ft product showroom. GRIP carries a product line of over 1,500 specialty hand tools, household items, automotive, air tools, wood working, and general merchandise. With its proven track record of excellence in supplying retail hardware clients with innovative products, timely fulfillment, and world class customer support, the ideal solution to your tool needs in Grip-On-Tools.
1. To honor God in all we do
2. To help people develop
3. To pursue excellence
4. To grow profitably
Our journey is fully satisfying our customers requirements through a process of continuous improvement. It’s a long term commitment aimed at continuously improving the way we work, providing a safe work environment, managing our business processes and supplier selection. It is our goal to posture our company for market expansion, thereby providing improved job security and quality of life for all.
Our goal is to provide QUALITY merchandise at competitive prices and exceptional service. Our primary business mission is to provide you with the highest quality products combined with outstanding service.
We are committed to being very aggressive in our attitude towards quality and customer service, primarily since we want to be ranked as the “best” in our business. Quality is not just another goal; it is our basic strategy for survival and future growth.
It must be clearly understood that we will not allow quality to take second place behind cost or schedule. All employees have the right to question their supervisor’s decisions or actions if they feel that quality is being compromised.
At GRIP, new leadership, new values and a commitment to Customers for Life are working together to raise the bar in customer service in our industry.
Our customers demand and warrant a high quality product, it is our responsibility to give them what they want. If we don’t, they will find someone that will. If customer requirements are unclear, then it is our job to seek out a better understanding of their requirements and/or specifications. If we fail at any time, then we must determine what went wrong and assure that it doesn’t happen again.
Our values mean something to each member of the GRIP team. Those values, simply put, are:
* Each of us is 100% Responsible
* We treat others with Respect
* We Honor each other’s Contributions
* We are Aligned and operate as One Team
* We operate with Unquestionable Integrity
* We foster an environment for Continuous Learning
Our values empower our associates to do the right thing for the customer. Our values will always lead to the right decision and will help them be more successful in their own businesses. In addition to these simple, yet powerful, values and exceptional service, we are also making Customers for Life with our exciting products and relationships.