Dennis Sumner, co-founder and director of window and door manufacturer, Force8 believes that the only business principle that stands the test of time is the ‘customer is King.’ However, the optimum results, that rule has to be consistently honoured and applied by all members of the workforce and across all aspects of the business, all of the time.

Once upon a time, we had a sophisticated quality control system matched by a chap with a degree in quality control, statistics and standard deviations to go with it. Where did it get us? No Where!

Now we have no quality control manager and very little paperwork. Instead, we have something far more professional and efficient – a workforce with the right attitude. Every member of our team understands one fundamental truth – their wages are paid by the customer.

This is a workforce in whom each individual not only understands the role of the customer but is positively encouraged and involved to take an active role in implementing our objective of total customer satisfaction.

We believe that our customers are looking for guaranteed quality standards-on both products and services. So, in addition to investing in the latest technology, we are careful to ensure that stringent checking and monitoring procedures are incorporated into the working practices.

There is a very simple equation which sums up this kind of business philosophy and experience: quality product + quality services= quality return. Recognise that your customers are royalty and that as such they demand respect. It really is that simple, but putting it into practice on a day to day basis requires both commitment and pride.