Shaped Up, Shipped Out

"You need good national support, so we beefed ours up and trained our team," Moyer says. Customer satisfaction has risen as a result. According to J&L customer surveys, 25 percent of customers in 2002 said they were "extremely satisfied" with J&L compared to 32 percent last year. Even more significant, 26 percent of metal-working customers contacted said they had placed at least one order through J&L last year compared to just 14 percent in 2002.