Too often, I am told a story by a customer that sickens, no mortifies me when I imagine what the repercussions would be for that vendor if he or she were located in Napa. My suspicion is that a customer service horror- story would travel up route 29 or the Silverado Trail so fast that no reasonable winemaker would ever buy from that person again.
OK, maybe it does happen out there, too. But isn't it logical that the lower density of wineries in a vast area like the eastern 40% of the U.S. makes it easier for a winery equipment, tank, cork, barrel, etc. scheister to keep going? I have heard the detailed descriptions of the challenges in viticulture and enology all over our territory for almost a decade now. It has become very clear that you wine producers in the East work harder for less at the end of the day and face more obstacles.
I look at it like its our duty as suppliers to make doing your job and doing business as painless as possible. I am personally and professionally committed to being better at representing and supporting all of the inputs to commercial wine manufacturing that we offer than the next guy. I hope I deliver on that philosophy from time to time.
"Reputation is not a thing that is earned by telling someone what you are going to do." -Henry Ford