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Doing the right thing for the customer. On a customer visit: "It became obvious to me that we had nothing that would solve his problem and RCA did. I gave the customer the RCA part number...
"I told the Field Sales Engineer that his job was twofold; first to solve customer's problems and second to sell OED's products, in that order...
"The FSE was so angry with me he didn’t even say goodbye...
"Two months went by and I received a phone call from the same FSE. He was as happy as a kid with a new bicycle; for the customer had called him to help solve another problem. The customer told the FSE he called back because he knew HP would help solve his problem even though it might not lead to a sale. This time, however, OED did have a product that solved the customer’s problem." (page 17)
--Dave Evans, Optoelectronics Division Application Engineer. https://www.hpmemoryproject.org/timeline/dave_evans/dave_evans_memoir.pdf
[From the "HP Memory Project" site. HP people talk frankly about what went right – and what went wrong – as this continuous startup grew rapidly for decades. Developed, edited, and introduced by John Minck. Site created by the late Marc Mislanghe. Now operated by Ken Kuhn. https://www.hpmemoryproject.org ]
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