BUSINESSNEWS
Winning the Quality War
In business there are always lots of different issues competing for your attention . Benjamin Dyer of Powered Now looks at how in the midst of all of the distractions it is easy to lose track of service quality .
» THERE ’ S SOMETHING ABOUT human nature that likes a new challenge and to try different things . That ’ s why we Europeans found America , why the Chinese invented gunpowder and the Arabs invented our numbering system . In business , the spirit of enquiry and discovery can be a major asset , but there ’ s a downside too .
The other side of the discovery gene is the lack of interest in the things that are known , mundane or boring . Sometimes the quality of customer service fits into this picture . It ’ s very easy to get bewitched by new ideas . But the hard slog can be more important , particularly if we aren ’ t getting the basics right . This article is about how we get quality up and keep it there . Maybe a boring , but definitely a crucial topic .
COMMUNICATE CLEARLY
The key principle underlying all of the discussion in this article is that it is your customers that decide whether you provide a quality service .
One of the most frustrating things that can happen is when you have done a good job at a fair price and your customer ends up dissatisfied .
It ’ s true that there ’ s always a few totally unreasonable people around . But in a surprising number of instances problems can be headed off by good communication . This involves conversation that really clearly informs the customer up front . It explains exactly what is included in the job , what is excluded and what might lead to additional costs .
This avoids the customer feeling they have been ripped off when they haven ’ t . It also helps to prevent you feeling that you need to cut corners to avoid a loss .
PLAN CAREFULLY
Quality comes much easier when you have planned jobs carefully . Of course , this doesn ’ t apply to simple jobs like replacing a tap . But for more substantial the work , it is important to plan up front for all the materials , labour and equipment that you will need .
Good planning becomes even more important as your business grows and you take on larger jobs . The effort to fulfil contracts is really helped if people aren ’ t waiting around for materials , for an electrical contractor or any other similar issue .
Ordering the right quantity of materials and never making emergency buys at retail rates without credit keeps the cost of materials down and the cash needed to a minimum . It ’ s all a no-brainer .
RESPOND FAST TO QUERIES
When customers ask you questions or make requests , get back to them with answers immediately . Every day that you make them wait , you use up some of the trust that you have from your customers . And this in turn will make them slightly less reasonable .
If you respond slowly , you will erode your quality of service in their eyes . You will also make it harder to satisfy them in the future .
This is because in their eyes you are treating them with disrespect . Yes , you may have lots of important things going on , but from their perspective you are prioritising other things over them . So , they feel treated as unimportant and in the worst case insulted .
LEAD BY EXAMPLE
One of the keys to providing great service is to have your staff committed to it and first of all you must lead by example . But to have any chance of getting their commitment , you also need to treat your staff right . In fact , you must treat them as you want them to treat your customers .
As the CEO of my business , I always accept calls from customers . This works because the large majority of customers won ’ t abuse my willingness to be open . If I don ’ t treat customers with respect , and talk to them , how can I expect my staff to behave ?
76 » DEC 2020 » CLEARVIEW-UK . COM