Quality is the Only Job

by Shayne Webber, Ph.D. on 06/07/11

The quality of your product or service includes the way it is sold, delivered and maintained.  It also includes any other activities associated with the purchase as experinced by your customers.  In fact, it is more important to pay attention to how your customer defines quality than to listen to any experts in your industry.  Demanding customers are a test of the quality of your delivery.  Customers "communicate" by staying with you or leaving for someone who is doing it better

So here are some rules for creating quality:

1.  Listen to your customer. 

2.  Respond promptly to all needs, requests and desires.  Even if you can't do what they are asking. 

3.  You are completely responsible for all aspects of quality in your business and you will be fully compensated for the level of quality you achieve.

4.  If you want to make more money, you need to improve the quaility of your product, service and delivery.

5.  Expect to and desire to work hard for your profits.

Your ability to maintain customers and to earn their referrals is dependent upon the quality of your work and your willingness to have a "do whatever it takes" attitude.

America was built on quality improvement...and so will your business if it is to survive.

Take care,

Shayne Webber, Ph.D.

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