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Category: Feedback Customers & Relations, Sharing Best Practices
The value of reciprocity and doing business.
Chief Financial Officer Herbert Dikken has been on the VSL team six months now. In this newsletter he takes stock for the first time and shares his 'reflections on the economy'.
'To me it feels as if I have been with the company for years already, which probably has something to do with the intense pace of the activities. Still, it feels right to take stock now. The past years have been turbulent ones for VSL: its start as an independent company, the economic crisis, etc. to mention just a few aspects. Yet I perceive a distinct upward trend since my arrival at VSL. Results improve annually by 10%. These are impressive facts. And in a market where orders don't exactly grow on trees! Customers are critical (rightly so) and our customers' customers in turn haven't had it exactly easy either. Half the globe has been affected by the loss of a large chunk of economic activity.
Forecasts fortunately show sound prospects for VSL and its customers. It is interesting to learn what underlies this positive outlook. Obviously, there is growth again. However, this does not in itself explain an individual company's success. After all, competition is fierce. So to achieve results there must be other reasons as well. Evidently - I am the organization's accountant after all - costs must be under control. This is an important factor, but not a growth factor.
No, it is about the value of reciprocity. And by this I mean a lot more than 'VSL provides a service and on the basis of reciprocity the customer pays the bill'. It goes beyond this. It is about having a good feeling; it is about partnership. This is an important given for doing business. For the procuring party the price must be right, the quality of the services being provided must be excellent, etc.: those are basic requirements. It is reciprocity though that makes the difference, working together to achieve a result. Just doing that little bit extra when circumstances demand. Delivering that little bit of extra added value so the other party sees that challenges are being translated into results. And this translates into the confidence to add on business. Cooperating and building on the success.
In the past six months I have on several occasions experienced the value of reciprocity as a driver of VSL success. Contracts are awarded to VSL because of the solid confidence parties have in our organization. This good feeling is a valuable commodity. And I am proud to be on the team that values reciprocity with its customers!
December 2010