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TechTrends e-Newsletter I March 2003 Page 5 of 6 <br /> 1. Create products that are as flawless as possible. Of course, this one goes <br /> without saying. And yet, many industries lost sight of this essential rule of <br /> thumb over the past few decades; one-the U.S. auto sector-lost billions in <br /> market share to better-made products from foreign competitors before it <br /> upgraded its quality initiatives. <br /> 2. Train employees, especially front-line staffers, to act as ambassadors of the <br /> brand. Equip them with the tools, skills, and key messages that they need to <br /> promote your company's brand. <br /> 3. Transform problems into opportunities to please customers. Is one of your <br /> clients unsatisfied with a product or service? Address the problem head-on <br /> and show the customer that you value his or her satisfaction. If they believe <br /> you sincerely care, you've gone a long way toward creating a happy <br /> customer-and one who will probably come back to your business in the future. <br /> For more information on the poll, visit www.galluplournal.com.• <br /> —Kim Rock is a manufacturing specialist at Minnesota Technology's Fairmont office. <br /> You can reach him at krock.@....m...ntech.org. <br /> Employer Ratings of Greater Minnesota Employees <br /> According to a recent DTED report, workers in Greater Minnesota are reliable, <br /> productive, and willing to learn. The study, which was compiled from a survey <br /> conducted from more than 800 outstate employers, ranked employees' work-related <br /> attributes on a four-point scale (with 4 being the top score). While the results were <br /> generally good, the survey did point out potential needs for upgrades in such areas <br /> • as computer skills and flexibility. A sample of the report's results: <br /> • Work Ethic 3.30 <br /> • Reliability 3.28 <br /> • Productivity 3.23 <br /> • Willing to Work Extra Hours 3.20 <br /> • Basic Literacy (Reading) 3.20 <br /> • Willing to Learn Skills 3.15 <br /> • Basic Math Skills 3.05 <br /> • Skill Level 3.04 <br /> • Cost of Benefits 2.94 <br /> • Problem-Solving Skills 2.91 <br /> • Innovation 2.84 <br /> • Creativity 2.84 <br /> • Education Level 2.77 <br /> • Ability to Deal With Diversity 2.76 <br /> • Adaptability to Change 2.75 <br /> • Cost of Training 2.73 <br /> • Wage Level 2.71 <br /> • Computer Literacy 2.68 <br /> • Absenteeism (lower is better) 2.41 <br /> • Turnover Rate (lower is better) 2.41 <br /> For the complete report results, go to <br /> http://www.dted.state.mmus/PDFs/GrMNworkers.pdf <br /> 4110 <br /> http://www.minnesotatechnology.org/publications/techtrends/2003/March/printVersion.asp 4/7/2003 <br />