2004 HALL OF FAME Peter McLean -- Industry Finds McLean

The measure of good customer service, D'Elia stresses, is the ability to find resolution to the problem when a job has "gone south" for whatever reason. "I don't think about the times when a job is well-done; that's when everyone is high-fiving," D'Elia says. "I measure the worth of suppliers when a job doesn't go well. And it does happen. How do their people respond to the jobs that haven't gone as we had hoped?