A Personal Message To You From Our Chairman - Lemon Jelly

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