06-21-2004, 11:36 AM
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Banned
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Join Date: Apr 2004
Posts: 5,303
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Quote:
Originally posted by bobbyv
Not to derail the thread, but a similar plea could be made for customer service.
It's about getting back to basics, with respect to what made one's name in the first place - this could be quality of product, quality of service, or value of product/service. Many successful companies lose sight of these essential ingredients, typically driven by greed and the need to expand.
With respect to customer service, it is a rule of thumb that it is much easier to keep an existing customer happy than to win back a dissatisfied one. With service-oriented companies, customer service is what makes or breaks their name. Sometimes I come across newhires of such companies, who do not realize this, and just come to the conclusion that this principle is not properly communicated down the chain.
This is what keeps us coming back to our favorite/trusted mechanic, barber or restaurant, even if we've moved away from the area.
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Part of the TQM philosophy is that anything a company does has to be high quality, not just the product itself.
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