Dryden X-Press April 3, 1998


triangle graphic In touch with Center Director Ken Szalai

button What is your customer IQ?

Ken Szalai portrait

Take note of what you like and dislike in your own personal dealings.

Customer focus, customer orientation and customer satisfaction are all phrases we use today to ensure we are delivering products and service that are relevant. Although the general public is the ultimate beneficiary of our work, our direct customers are specific aircraft and engine manufacturers, other NASA centers, other government organizations, University Principal Investigators and subsystem suppliers.
Every Dryden organization and, in fact, person, has a customer. For most of us, it is an internal organization. The American Express Travel Office serves travelers.

The Acquisition Office serves people who need products or services through a contract. Both of these organizations do a very good job in satisfying the customer.

The best way to deal with a customer is by applying the "golden rule." Treat them the way you want to be treated. Here is a challenge: for one week, note how you feel as a customer outside of Dryden. Jot down the things that pleased you and irritated you at the supermarket, dry cleaners, restaurant, bank, mall store, gas station, post office, and drug store.

Take the list and put the items in two columns, "DO THESE THINGS" and "AVOID THESE THINGS." Paste the sheet of paper where you can see it. Then assess how well you are doing.

Here are some things on my paper:

DO THESE:
• Treat each person as important, and his or her problem, issue or request as the most important thing for you at the moment.
• Ask questions to understand exactly what they need and when they need it.
• Listen carefully for the customer's critical requirements, such as the exact product or time/date needed. Listen for urgency.
• Keep the customer informed of progress. (No news is not good news to them.)
• Be honest about what can be done and by when, and for what price. Delivering on the request, on cost, and on budget, is the ultimate success.

AVOID THESE:
• Arguing with the customer over his or her needs.
• Treating the customer as unimportant or too small.
• Acting as if you were too busy to take time for them.
• Taking routine phone calls while dealing with an in-person customer.
• Reacting with anger to an angry customer.

Dryden's quality policy and quality goal depend on each of you.

"Our flight research products and services satisfy our customers every time."


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