Monday, May 16, 2005
Quality Service
Quality Service
© 1989 by Keith Denton
Stanley Marcus: You're not in business to make a profit, but you're in business to render a service that is so good people are willing to pay a profit in recognition of what you're doing for them.
Customers generally appreciate the fact that someone asks for their opinions and appears to be truly concerned with their response.
Sam Walton: It's our people who make the difference and our attitude towards each other makes our people different.
Don’t' assume customer needs, find out. Stay in touch with your customers. Invest in customer research. Use appropriate consumer technology. Communicate your desires to your personnel.
Responsiveness is of little value if the service is not reliable.
There must be standards of performance, and monitor their standards.
Spend the advertising money on service. For long-term success, a business must differentiate itself from others. You have to offer the customer something special.
Customers associate risk more highly with the purchase of services rather than goods.
Concern for nonconforming costs. The price of noncormformance is what it costs to do things wrong, resulting in losses of money, time, and opportunity.
Nonconforming calls are calls because something does not work.
Amazon: http://www.amazon.com/exec/obidos/ASIN/0872015513
© 1989 by Keith Denton
Stanley Marcus: You're not in business to make a profit, but you're in business to render a service that is so good people are willing to pay a profit in recognition of what you're doing for them.
Customers generally appreciate the fact that someone asks for their opinions and appears to be truly concerned with their response.
Sam Walton: It's our people who make the difference and our attitude towards each other makes our people different.
Don’t' assume customer needs, find out. Stay in touch with your customers. Invest in customer research. Use appropriate consumer technology. Communicate your desires to your personnel.
Responsiveness is of little value if the service is not reliable.
There must be standards of performance, and monitor their standards.
Spend the advertising money on service. For long-term success, a business must differentiate itself from others. You have to offer the customer something special.
Customers associate risk more highly with the purchase of services rather than goods.
Concern for nonconforming costs. The price of noncormformance is what it costs to do things wrong, resulting in losses of money, time, and opportunity.
Nonconforming calls are calls because something does not work.
Amazon: http://www.amazon.com/exec/obidos/ASIN/0872015513
