"Service is What We Sell"
 ne of Glenair's founders was fond of saying that "what we really sell is service," or in other words, that our products are in many ways secondary to our real business of assisting our customers in their own endeavors with a wide variety of services. But what is "service" in this context? Is it merely taking an order in a friendly, professional manner, or is it something more? Service is sending an engineer on site when a customer needs help with a new design for solving a tough interconnect problem. Service is fielding a worldwide network of local reps and agents ready at a moment's notice to expedite a delivery, address a quality problem or prepare a complex RFQ. Service is letting the customer decide how and where they choose to buy their products - factory direct or via distribution. Service is answering the phone personally, and returning messages directly, instead of forcing a customer to wander through a maze of voice-mail codes and boxes. Service is stocking thousands of popular components right on the shelf, instead of disappointing customers with long lead times. Service is offering every style, type and material of connector accessory, including every Mil-Spec accessory in the book, instead of forcing customers to run all over town to find the exact component they need. Service is outfitting our factories with an abundance of manufacturing capacity, instead of forcing long lead times on customers with critical deadlines. And service is putting the convenience of the customer far ahead of Glenair's when it comes to things like minimum orders, samples and expediting charges.
I'm sure you can add a few ideas of your own to our discourse on service. And I'm sure you understand the impact the expert delivery of these services can have on the long-term success of every member of the Glenair team. This quarter's QwikConnect presents a technical lecture on some of the more significant innovations in fiber optic interconnects. I encourage everyone to become as knowledgable as possible about both the products, and the technical issues affecting this market, as it has all the earmarks of becoming a real winner for Glenair. Our schedule of three promised regional sales training sessions begins this month with our first session in Baltimore, followed later in the year by training in Chicago and Glendale. I'm looking forward to once again meeting and working with our family of independent sales representatives and agents.
Last month Glenair was saddened to learn of the death of Barbara Mathews. Barbara died with her boots on, doing what she loved most in the world. She will be sorely missed by everyone at Glenair.
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