[M.D. Holloway]

Customer base. I would buy a company maybe for the tech or materials, but mostly for the customers. Its a ton easier to keep customers then to find new ones. I don't care how good a closer you are. Customers develop brand loyalty not so much owner loyalty.

If i was new leadership i would put a bunch into the analytics on what buyers like and dislike and pay real attention to these forums. They are a gem for customer sentiment. Wayne stumbled upon the concept but frankly it is freaking Gold if they know how to read what is being posted.

Some good old cost cutting, fat trimming, throw some more tech web analytics and at order entry and fulfillment, maybe hire a dozen more tech folks that can be on-line to answer questions and process orders 24-7, make sure the inventory is correct and the parts are right, place orders that day and promise a realistic ship to date. do a follow-up call to make sure they are all good and ask if they have any questions or need help then look to up sell if the conversation makes sense to go there. And, as a measure to establish good faith, do some price cuts.

The idea is not to change too much. Folks like what they like but lets face it, new leadership is going to think they know better. maybe or maybe not. Either way they should be cautious and nimble.

And while this is going on, Wayne will start a new book on how to rebuild a Sherman Tank Engine, then write 101 Upgrades for your M1, then buy a King Tiger and write off the purchase by writing about it! Begin his collection while developing a forum. Lather, Rinse, Repeat...


(or do it with American Muscle or Ricers...)