The story goes that one Friday afternoon Ralph Braun wheeled down to the assembly line and picked one of the newly built vans to test drive over the weekend. He asked a foreman for the keys, and the startled employee stuttered, “Well, Mr. Braun…I guess I didn’t know you’d be taking this van.”
Ralph turned to the man and said, “Would you have built it any differently if you had?”
It was a teachable moment for the foreman and, as the story was told again and again, for the generations of employees to follow. “Build every van like you’re building it for me, or your own mother, or for your son – because some day you may have to,” he’d say.
For many years, if you’d call our headquarters and ask to speak to Mr. Braun, there was a good chance he’d answer the phone. Ralph was accessible to his customers. He listened, and then he acted. In turn, we learned how to respect our customers and earn their trust still today.