Lemon Jelly - A Personal Message To You From Our Chairman

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I’m taking this opportunity to discuss with you some matters that concern all
of us who work for the company and its subsidiaries
We’re all aware of the increased number of customers making use of our services
throughout the world
There are more and more clients coming into our offices every day
We have more and more queries of all kinds for us to answer
How does a customer judge us? Certainly his judgement will be based on the
quality of the products and services he purchases
But equally he’ll judge us all on how well he’s treated. If he’s made to feel
unwelcome, we’ve failed
Sooner or later, this must result in loss of sales
How does a customer feel after dealing with us? Does he want to deal with one
of our offices again?
Or does he turn to a competitor or tell others what poor treatment he received?
Does he belittle our service and our employees because he was treated
discourteously?
We know we offer the finest, most complete products and services available in
our field. We can all take a great deal of pride in this
But most important to us and to our customers is service, and good service to
our customers every day can’t be haphazard
Our public image doesn’t just happen. It’s built moment by moment,
one customer at a time, by each and every one of us
The key to good customer relations is attitude. Your attitude, my attitude,
toward our jobs, our clients, and our fellow employees
Large organizations are often thought of as cold and impersonal,
constantly making rules to frustrate and discourage their employees
I’d like to feel that each of us sees our job as a satisfying challenge rather
than a chore
For a respected, growing company such as ours, where customer service is the
foundation of our business, I believe that jobs depend on sales,
sales depend on service, service depends on you, and me
Thank you very much