"Good morning, Glenair, how may I direct your call?"

"Jenny speaking, may I help you?"

"This is Lynn, thank you for waiting."

We are completely sincere when we say we are committed to customer service. And we believe our customers are equally sincere when they tell us their idea of good customer service does not include getting bounced around in an automated voice mail system. So day in and day out, our customer service "front line" has consisted of a live, operator assisted switchboard, and a support staff which personally answers each and every incoming call.

We are often informed that "progressive" companies are moving to automated switchboards, computerized help desks and integrated voice and e-mail messaging services. We are told that information technology is the key to world class customer service, and that we need to "get with the program" and "modernize our phone system." We are left gobsmacked by such suggestions. Why would we change to a system which drives us crazy when we encounter it elsewhere?

Don't get me wrong: we are bullish at Glenair when it comes to information technology - especially when such tools enable us to markedly improve a business process or system. Witness our Internet website which provides worldwide access to our library of electronic product catalogs as well as e-mail connectivity to Glenair and its network of independent reps. Ditto our new Interconnect Product Guide CD which enables us to provide every customer in the world with their own copy of our most important sales tools. Ditto our new client-server data processing system and the multi-tasking PCs on every desk in the sales floor. And ditto the new CAD workstations in engineering which are enabling Glenair to deliver engineering and support services faster than ever before. As you can see, when the information age has the right tool for the job we have been quick to take action.

But when it comes to the telephone, and the suggestion that we change to an automated system with voice mail, we are content to say "no thank you." Way back when, we made a conscious decision to keep real human beings, with their intimate knowledge of the company, and their immediate ability to quote a job, book an order or track down a shipment as close to the customer as possible. Today, our customer service representatives are recognized as the best in the industry. In large part because they are available, live and in person, immediately when the customer needs them. And by the way, doesn't that make you feel good about the way your company treats its customers?