Back in '77, it was just plain hard work and a passion for serving Customers that got us started. We still work very hard and have the same passion, but it takes a lot more than hard work and passion to satisfy Customers today.
You see, as a company grows, it's important to formalize the planning, processes, systems, training and communications; and to develop a great team of leaders throughout the organization. This is the hardest part of running a business and they don't teach it much in business school.
From the time we began to formally state our goals, Customer Satisfaction has always been #1; and at the current 93% level, it’s the highest we’ve ever recorded. There aren't many companies in our industry that measure Customer Satisfaction, so we benchmark with the best catalog/internet companies in America and I am pleased to say we are right there with them.
Great Customer Satisfaction is no accident; it's the result of planned and methodical execution of all things important – of listening to Customers and of continuously improving. At MidwayUSA, we became ISO 9000 registered in 2008, adopted the Malcolm Baldrige National Quality Award Criteria in 2006 and set a goal to apply for and improve enough to receive the award in 2009. We applied for and received the Missouri Quality Award (a Baldrige-criteria state program) in 2008, and applied for and received the Malcolm Baldrige National Quality Award in 2009, meeting the goal we set in 2006. Those of you in management, engineering or operations know the significance of ISO and Baldrige to Customer Satisfaction.
Fast shipping and friendly service is something you can take for granted, because we consider it to be just part of the way we run the business. Today over 99% of orders received by 6:00 pm are shipped the same day.
But everything really starts with our Vision, which is: 'to be the best run business in America, for the benefit of our Customers'. This is a pretty bold Vision, but it's absolutely real. You can view our entire Mission Statement, Goals and Code of Conduct in the menu at the top of this column.
If a Company values Customer Satisfaction, it should also value Employees; pay them well, provide training and development and treat them right -- Employee Satisfaction is our #2 Goal. We treat our Vendors as partners because Vendor Satisfaction is our #3 Goal. Of course, goals #2 and #3 support goal #1. We realize our responsibility to provide leadership to the industry and to 'give back' to the industry and community. We support the NRA and the Shooting/Hunting Sports Industry by donating 10% of our pre-tax profits, mostly to help fund youth shooting programs. We also support our local community.
Every Tuesday we film interesting 'how to' and 'history' projects in our GunTec video studio; not to sell anything, but to provide you with entertainment and education. This video content appears on Television, on our website and on YouTube. Thanks for your many kind comments about our filming.
We always seek your input on things we can do better, so be sure and contact us with your ideas.
On behalf of the Potterfield family and all the Employees at MidwayUSA, 'Thanks for Your Business!'
I'm Larry Potterfield with MidwayUSA and ‘That's the way it is!’
MidwayUSA web site: http://www.midwayusa.com/