QAISER AMIN

Making Listeners Comfortable
improvement in their processes. Our company has been
loaded with orders over the past two years and we
haven’t had the time to make the same type of
commitment to process improvements. Our inability
to focus our resources has let some of the competitors
leapfrog us in sales. We need to catch up, which will
position the company to land bigger, more profitable
orders in upcoming years when the economy picks up.
Action-oriented wants to hear: Successful implementation
without internal resistance.
We can contract with a quality control consulting firm to
start the implementation process. The supervisors I’ve
spoken with support the program because they expect
layoffs if we don’t start landing some major orders.
Analytical wants to hear: Likely success with a result that is
worth the effort.
We can’t afford the expansions we need to keep our
market share without landing at least some new business
from our major customers. This new training process
gives us the opportunity to upgrade our process control
and product quality. Our competitors have grown
40 percent by landing this business. Recouping our costs
will be in less than 12 months once we land a major
customer.
Conservative or hostile needs to hear: The risks of not
acting are great.
Three years ago our quality was acceptable to all
companies in the market. The two major customers have
raised the quality bar and demanded more quality
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