Too many companies are obsessed with their profit and loss reports. It hasn’t occurred to them that they might be looking at the wrong numbers. Let’s examine some factors that might have a bigger impact on profit and loss.Reduce total cost to the customer. A forklift distributor in Los Angeles, who sells and services forklifts to national companies like Home Depot, among others, has adopted this strategy. A customer’s forklift operator had run his lift into a post, damaging the lift cage. The cage was severely bent. The normal action by the technician responding to the call would have been
