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Two reasons quality service can take you down

Two reasons quality service can take you down By <a href=Jim Blasingame January 29, 2017 Print this page E-mail this page Tweet Share Related Articles Hug a scrooge today, they need love, tooJim Blasingame's 2017 predictions reconciledEntrepreneurship becomes the mother of libertyBusiness planning is your business plan in motionAre you practicing the Age of the Customer prospecting rules? Successful customer service is the process of delivering value to customers in exchange for payment. Surely this is the prime directive of any b usiness. But that process isn’t truly successful unless the relationship can be sustained, and only quality produces sustainability. But what kind of quality? “Quality service” is a 20th century term that businesses use to declare a commitment to diligent customer support. But customers typically associate it with, and businesses too often tolerate it as promptly addressing a problem. Unfortunately, here’s what quality service often sounds like: “We’re sorry we delivered the wrong size part. But we’re committed to quality service, so one of our trucks will be there in an hour with the correct part.” It’s true. Sometimes quality service like that impresses the customer – and businesses even like to brag about delivering it. But while prompt attention is admirable, it’s not optimal because it has a negative impact on sustainability in at least two ways: 1. The customer was inconvenienced by inaccurate service – you screwed up! 2. Allowing an avoidable problem to occur is the worst kind of profit-eating inefficiency. In the 21st century, successful small businesses have converted their problem- fixing “quality service” to the profitable and sustainable “quality process.” Put simply, executing a quality process is serving customers correctly the first time. Accomplishing a quality process ranges from the very basic, accurate order filling, to the more complex, integrating into your operation only those vendors that share your quality process commitment. It shouldn’t be breaking news that your large business customers have been doing this for a couple of decades, to eliminate weak links in their supply chain. The optimal goal of your quality process is sustainable customer relationships. That means 1) you did it right the first time; and 2) you made a profit and didn’t squander any of it on mistakes. Such sustainability is in evidence when customers return to find your profitable business still there, ready to serve them again with your quality process. " id="pdf-obj-0-7" src="pdf-obj-0-7.jpg">

January 29, 2017

Two reasons quality service can take you down By <a href=Jim Blasingame January 29, 2017 Print this page E-mail this page Tweet Share Related Articles Hug a scrooge today, they need love, tooJim Blasingame's 2017 predictions reconciledEntrepreneurship becomes the mother of libertyBusiness planning is your business plan in motionAre you practicing the Age of the Customer prospecting rules? Successful customer service is the process of delivering value to customers in exchange for payment. Surely this is the prime directive of any b usiness. But that process isn’t truly successful unless the relationship can be sustained, and only quality produces sustainability. But what kind of quality? “Quality service” is a 20th century term that businesses use to declare a commitment to diligent customer support. But customers typically associate it with, and businesses too often tolerate it as promptly addressing a problem. Unfortunately, here’s what quality service often sounds like: “We’re sorry we delivered the wrong size part. But we’re committed to quality service, so one of our trucks will be there in an hour with the correct part.” It’s true. Sometimes quality service like that impresses the customer – and businesses even like to brag about delivering it. But while prompt attention is admirable, it’s not optimal because it has a negative impact on sustainability in at least two ways: 1. The customer was inconvenienced by inaccurate service – you screwed up! 2. Allowing an avoidable problem to occur is the worst kind of profit-eating inefficiency. In the 21st century, successful small businesses have converted their problem- fixing “quality service” to the profitable and sustainable “quality process.” Put simply, executing a quality process is serving customers correctly the first time. Accomplishing a quality process ranges from the very basic, accurate order filling, to the more complex, integrating into your operation only those vendors that share your quality process commitment. It shouldn’t be breaking news that your large business customers have been doing this for a couple of decades, to eliminate weak links in their supply chain. The optimal goal of your quality process is sustainable customer relationships. That means 1) you did it right the first time; and 2) you made a profit and didn’t squander any of it on mistakes. Such sustainability is in evidence when customers return to find your profitable business still there, ready to serve them again with your quality process. " id="pdf-obj-0-11" src="pdf-obj-0-11.jpg">
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Hug a scrooge today, they need love, tooJim Blasingame's 2017 predictions reconciledEntrepreneurship becomes the mother
of libertyBusiness planning is your business plan in motionAre you practicing the Age of the Customer prospecting rules?

Successful customer service is the process of delivering value to customers in exchange for payment.

Surely this is the prime directive of any business. But that process isn’t truly successful unless the relationship can be sustained, and only quality produces sustainability.

But what kind of quality?

“Quality service” is a 20th century term that businesses use to declare a commitment to diligent

customer support. But customers typically associate it with, and businesses too often tolerate it as

promptly addressing a problem. Unfortunately, here’s what quality service often sounds like:

“We’re sorry we delivered the wrong size part. But we’re committed to quality service, so one of our trucks will be there in an hour with the correct part.”

It’s true. Sometimes quality service like that impresses the customer – and businesses even like to brag about delivering it. But while prompt attention is admirable, it’s not optimal because it has a negative impact on sustainability in at least two ways:

  • 1. The customer was inconvenienced by inaccurate service you screwed up!

  • 2. Allowing an avoidable problem to occur is the worst kind of profit-eating inefficiency.

In the 21st century, successful small businesses have converted their problem-fixing “quality service” to the profitable and sustainable “quality process.”

Put simply, executing a quality process is serving customers correctly the first time. Accomplishing a

quality process ranges from the very basic, accurate order filling, to the more complex, integrating into

your operation only those vendors that share your quality process commitment. It shouldn’t be

breaking news that your large business customers have been doing this for a couple of decades, to eliminate weak links in their supply chain.

The optimal goal of your quality process is sustainable customer relationships. That means 1) you did it right the first time; and 2) you made a profit and didn’t squander any of it on mistakes. Such sustainability is in evidence when customers return to find your profitable business still there, ready to serve them again with your quality process.

So why would anyone live with profit-eating quality service instead of managing with a quality

process? Because cash is a drama queen and profit isn’t.

Delivering quality service is practiced by crisis managers. The crisis comes when you could lose a sale possibly even a customer because an order was filled incorrectly, creating a hit to your cash flow so quickly and dramatically that it takes your breath away: “OMG, get out there right now and fix this!” Lots of drama for everyone.

Having a quality process is a commitment to profitability, requiring disciplined, long-view professional

management. You’ll recognize it by the sound of no drama experienced by you or your customers …

crickets.

Professional small business CEOs know that focusing on a quality process doing it right the first time takes a commitment to quality hiring, efficiency training, and a focus on what customers want, not just what they need. These practices produce sustained profitability and, in time, will eliminate your noisy cash flow drama.

Remember, the quality service you’ve been so proud of may seem admirable, but when delivered in response to something that was avoidable, it assaults profitability, threatens sustainability and ultimately will put you out of business.

Write this on a rock … Convert quality service into the more profitable and sustainable quality process.

Jim Blasingame is host of the nationally syndicated radio show The Small Business Advocate and author of the multi-award-winning book The Age of the Customer: Prepare for the Moment of Relevance

Dua alasan layanan berkualitas bisa membawa Anda ke bawah

Layanan pelanggan yang sukses adalah proses memberikan nilai kepada pelanggan dengan imbalan pembayaran.

Tentunya ini adalah perintah utama bisnis apa pun. Tapi proses itu tidak benar-benar berhasil kecuali hubungan dapat dipertahankan, dan hanya kualitas yang menghasilkan keberlanjutan.

Tapi apa kualitasnya?

"Quality service" adalah istilah abad ke 20 yang digunakan oleh bisnis untuk menyatakan komitmen terhadap dukungan pelanggan yang rajin. Tapi pelanggan biasanya mengaitkannya dengan, dan bisnis terlalu sering mentolerirnya saat menangani masalah dengan segera. Sayangnya, inilah kualitas layanan yang sering terdengar seperti:

"Kami minta maaf kami sampaikan bagian ukuran yang salah. Tapi kami berkomitmen untuk kualitas layanan, jadi salah satu truk kami akan berada di sana sejam dengan bagian yang benar. "

Itu benar. Terkadang layanan berkualitas seperti itu mengesankan pelanggan - dan bisnis bahkan suka membual tentang pengirimannya. Tapi meski perhatian segera kagum, itu tidak optimal karena memiliki dampak negatif terhadap keberlanjutan setidaknya dalam dua cara:

  • 1. Pelanggan merasa tidak nyaman dengan layanan yang tidak akurat - Anda kacau!

  • 2. Membiarkan masalah yang dapat dihindari terjadi adalah jenis inefisiensi makan terburuk.

Pada abad ke-21, usaha kecil yang sukses telah mengubah "layanan berkualitas" mereka dengan memperbaiki kualitas proses.

Sederhananya, menjalankan proses kualitas adalah melayani pelanggan dengan benar pada kali pertama. Mencapai proses kualitas berkisar dari pengisian pesanan yang sangat dasar dan akurat, hingga yang lebih kompleks, yang mengintegrasikan ke dalam operasi Anda hanya pada vendor yang berbagi komitmen proses kualitas Anda. Seharusnya tidak melanggar berita bahwa pelanggan bisnis besar Anda telah melakukan ini selama beberapa dekade, untuk menghilangkan tautan lemah dalam rantai pasokan mereka.

Tujuan optimal dari proses kualitas Anda adalah hubungan pelanggan yang berkelanjutan. Itu berarti 1) Anda melakukannya dengan benar pada kali pertama; dan 2) Anda menghasilkan keuntungan dan tidak menyia-nyiakannya atas kesalahan. Kesinambungan tersebut menjadi bukti ketika pelanggan kembali menemukan bisnis yang menguntungkan Anda masih ada, siap melayani mereka lagi dengan proses kualitas Anda.

Lalu mengapa ada orang yang hidup dengan layanan kualitas makan yang menguntungkan daripada mengelola dengan proses yang berkualitas? Karena uang tunai adalah ratu drama dan keuntungannya tidak.

Menyampaikan layanan berkualitas dipraktekkan oleh para manajer krisis. Krisis datang ketika Anda bisa kehilangan penjualan - bahkan mungkin pelanggan - karena pesanan dipenuhi dengan tidak benar, membuat hit ke arus kas Anda dengan sangat cepat dan dramatis sehingga Anda dapat menarik napas: "OMG, pergilah ke sana sekarang juga dan perbaiki ini! "Banyak drama untuk semua orang.

Memiliki proses yang berkualitas adalah komitmen terhadap profitabilitas, membutuhkan manajemen profesional yang disiplin dan berpandangan panjang. Anda akan mengenalinya dengan

tidak adanya drama yang dialami oleh Anda atau pelanggan Anda

...

jangkrik.

CEO bisnis kecil profesional tahu bahwa berfokus pada proses yang berkualitas - melakukannya dengan benar pada kali pertama - mengambil komitmen terhadap perekrutan, pelatihan efisiensi, dan fokus pada apa yang diinginkan pelanggan, bukan hanya apa yang mereka butuhkan. Praktik- praktik ini menghasilkan profitabilitas yang berkelanjutan dan, pada waktunya, akan menghilangkan drama arus kas yang berisik.

Ingat, layanan berkualitas yang selama ini sangat Anda banggakan mungkin sangat mengagumkan, namun bila disampaikan sebagai tanggapan atas sesuatu yang dapat dihindari, hal itu menyerang profitabilitas, mengancam keberlanjutan dan pada akhirnya akan membuat Anda gulung tikar.

Tuliskan ini di atas batu

Mengkonversi layanan berkualitas menjadi proses yang lebih

... menguntungkan - dan berkelanjutan - berkualitas.

________________________________________

Jim Blasingame adalah pembawa acara radio sindikasi nasional The Small Business Advocate dan penulis buku pemenang penghargaan The Age of the Customer: Mempersiapkan Moment of Relevance