Glidden Point Oysters provides unexpected quality and service. You can, too. Barbara says, "We produce exceptional oysters for exceptional people." And she (with her husband/business partner, Kevin) examines, "Every step of the process..." But still, Hattie believes that she has a lot of competition. How does she stand out? She says, "I get to know my customers well. And, they get to know me."

Topic for Discussion: Why is this so effective?

Answer: Every chef Barbara sells to has different goals. By taking time to study their menus and even to understand how her oysters are presented on a plate, Barbara improves her chances of keeping that chef as a customer. Barbara knows the size, style and color of plates her oysters are presented on to diners. Stop and think about what she is really doing. Barbara is an oyster farmer but more than that, she is a key part of the supply chain of every chef with whom she does business. Barbara's hope is to be indispensable to her customers.

Business begins with creating something of value, but it is fundamentally all about building, nurturing and sustaining good relations. It is that simple because quality is only in the eyes of the customer. You must lead with quality and that quality is determined by the customers. It's not about what you think is quality; it is about what the customers think is quality.

The Scully's know oysters. Barbara and Kevin are both experts in aquaculture. Barbara has a masters in Marine Science and Kevin, with degrees from Cornell and the University of Maine, Orono, is a master of Aquacultural Genetics. With this depth of knowledge, these two can grow oysters. But to grow their business, they have had to come to know, understand and deliver quality as it is defined by their customers.

You think about it: What value do you create for customers and employees? Have you ever asked your customers or employees why they are in a relationship with you? If so, what did they say? If not, why not?