“Quality” may be overused in advertising campaigns, but it never diminishes in value. Customers expect it from every product and service that they buy. And just as important—they equate the quality of the product with the quality of the company behind it. The quality product/service represents the caliber of the leadership and employees, their commitment to serve the customer, and their promise to deliver the best possible product at the best possible price.
To enjoy this perception as a quality company, you have to remain connected with customers and understand what physical and psychological characteristics create a feeling of quality in your products and customer service.
Your ability to create quality in the eyes of your customers improves when:
Your marketing process determines what your typical customer is like and professes your unique promise to them.
Your business development plan defines your goals and determined the integrity and philosophy of you as an owner and you as a company.
Your employees share the same goals and share in the company’s success.
Your staff acts as a team that treats each customer with respect, kindness, and friendliness.
Systems are in place so that the business operates like clockwork.
With all of the processes you implement, you strengthen your ability to create quality in the eyes of your customers.
Quality in Motion
As each process is evaluated for quality control, you should complete a form and review it with leadership. It’s important to watch the process in performance and not just evaluate the end product. Ask the production staff questions as you watch the process. Get their input as to how the process works and ask for improvement suggestions. Acknowledge staff members/teams that excel at quality control.
For companies that perform services in the customers’ homes, much of the process will be reported by customer satisfaction surveys unless a reviewer accompanies the staff.
The Holt Team can help you design your specific evaluation areas. Each industry will highlight different quality control items, but the evaluation process should be easy to fill out during a walk-through inspection. Contact us today to get started!