Why Businesses Should Instill Quality in their Operations
Dennis AuBuchon
May 26, 2010
The subject of quality in business seems to get lost in today´s environment. Businesses today are just trying to stay in operation. What they do not realize is that instilling quality in their operations will help them remain a business. Consumers want quality products and services and they will cater to those that provide it. Product recalls is becoming a normal news event. This needs to change. Customers who experience a quality environment when they enter a store will more than likely return and so will their friends and family.
Quality is very important in business today especially with product recalls and investigations as to what went wrong. When quality does not exist in business and this becomes evident to those who purchase products or services they tend to not buy in the future. Today with problems becoming more evident it seems quality has been an element on which consumers focus where they want to do business.
Quality is an attribute that should be important to every individual. It makes a statement about who we are and the character we have. In business the efforts of employees and management to have quality products and service can be seen in the products and service they sell and provide to their customers before, during and after the sale. As individuals our efforts to not only do our job but make a quality effort in doing it resonates with those who buy the products or services. When quality exists and is evident in the products with which we are involved people are drawn to the companies that provide this valuable characteristic. Today again with the product recalls it gives the impression that quality has been thrown out the window by business. This I believe is not the case.
There are many fine quality products available for consumers and those that provide this kind of effort can see this as increasing their customer base. We as consumers want a quality product and we want quality service before, during and after the sale. Companies who provide this kind of atmosphere and treat their customers with respect will earn their trust. I have seen examples where this kind of atmosphere has not been in place and to that I say they have lost my business. Customer service and the quality of it play a key role in keeping customers and gaining new ones. People talk and when they are satisfied with a company they tell their friends and this potentially brings new customers into the fold that may never have even walked in the door. Satisfied customers are the best advertisement a company can have. Providing quality products and service is a way of achieving this goal.
The same goes for customers who are not satisfied. Customers who are or become dissatisfied will tell their friends and the same effect will happen only in the opposite direction. Companies will lose customers and potentially new customers who will decide not to walk in the door. The importance of quality in business cannot be diminished. It is a characteristic of doing business that can be seen in the products or services they provide. It also can be seen in the quality of effort employees put forth in catering to customer needs. The point I am making here is customers walk into a company looking for something in particular and it would not be in the best interest of the company to try to sell them something else. This kind of attitude turns me off and I feel turns other customers off. Consumers do not like salesmen who try to sell them something they did not want when they entered the store.
I know as a consumer what it means to have a quality product or service and the effort it takes to achieve it. I have over 25 years of quality assurance experience and have performed quality audits as part of a team and as a team leader. My experience has shown me that many companies care about providing quality products for their customers. I have seen it in the employees and management both in their attitude and the way they conduct business and the decisions they make.
Yes quality is important in business for without it a business may not continue to exist. Quality is important. It projects who we are as individuals and sets the tone for continued success and satisfied customers. Quality just doesn´t exist in products it exists in the service a company provides. Companies who care about having quality in their business philosophy and exhibit this attitude will succeed. These are the businesses that succeed today and will succeed in the future. Companies must put the effort in everything they do to provide quality products and service. This will generate satisfied customers which should be the aim of all businesses.
Quality is very important in business today especially with product recalls and investigations as to what went wrong. When quality does not exist in business and this becomes evident to those who purchase products or services they tend to not buy in the future. Today with problems becoming more evident it seems quality has been an element on which consumers focus where they want to do business.
Quality is an attribute that should be important to every individual. It makes a statement about who we are and the character we have. In business the efforts of employees and management to have quality products and service can be seen in the products and service they sell and provide to their customers before, during and after the sale. As individuals our efforts to not only do our job but make a quality effort in doing it resonates with those who buy the products or services. When quality exists and is evident in the products with which we are involved people are drawn to the companies that provide this valuable characteristic. Today again with the product recalls it gives the impression that quality has been thrown out the window by business. This I believe is not the case.
There are many fine quality products available for consumers and those that provide this kind of effort can see this as increasing their customer base. We as consumers want a quality product and we want quality service before, during and after the sale. Companies who provide this kind of atmosphere and treat their customers with respect will earn their trust. I have seen examples where this kind of atmosphere has not been in place and to that I say they have lost my business. Customer service and the quality of it play a key role in keeping customers and gaining new ones. People talk and when they are satisfied with a company they tell their friends and this potentially brings new customers into the fold that may never have even walked in the door. Satisfied customers are the best advertisement a company can have. Providing quality products and service is a way of achieving this goal.
The same goes for customers who are not satisfied. Customers who are or become dissatisfied will tell their friends and the same effect will happen only in the opposite direction. Companies will lose customers and potentially new customers who will decide not to walk in the door. The importance of quality in business cannot be diminished. It is a characteristic of doing business that can be seen in the products or services they provide. It also can be seen in the quality of effort employees put forth in catering to customer needs. The point I am making here is customers walk into a company looking for something in particular and it would not be in the best interest of the company to try to sell them something else. This kind of attitude turns me off and I feel turns other customers off. Consumers do not like salesmen who try to sell them something they did not want when they entered the store.
I know as a consumer what it means to have a quality product or service and the effort it takes to achieve it. I have over 25 years of quality assurance experience and have performed quality audits as part of a team and as a team leader. My experience has shown me that many companies care about providing quality products for their customers. I have seen it in the employees and management both in their attitude and the way they conduct business and the decisions they make.
Yes quality is important in business for without it a business may not continue to exist. Quality is important. It projects who we are as individuals and sets the tone for continued success and satisfied customers. Quality just doesn´t exist in products it exists in the service a company provides. Companies who care about having quality in their business philosophy and exhibit this attitude will succeed. These are the businesses that succeed today and will succeed in the future. Companies must put the effort in everything they do to provide quality products and service. This will generate satisfied customers which should be the aim of all businesses.
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