Quality vs. Quantity

I can remember a time when sales personnel would be knowledgeable, helpful and courteous. You could actually have a dialog with one person and one person only. That individual would resolve a problem or answer any question and would do so on the spot. Customer satisfaction was taken for granted and was inherent in the culture of any business. Life was good. Business was good. A focus on customer satisfaction was very good. Oh, how times have changed! In today’s marketplace, customer service has become passé. Companies no longer strive to capitalize on customer satisfaction through quality management and delivery, but rather focus more on a quantitative approach to doing business. Quantity emphasis is synonymous with the “shotgun” approach. Companies are looking to sell as many products or services as possible, capitalizing upon a small window of opportunity when market forces favor demand of the company’s product. The emphasis of company survival is focused on taking measures to ride the cyclical waves of a fickle, favored market status. This shortsighted focus benefits no one; not the company or the customer. A company is better served by taking a long-range focus, which favors maintaining customer retention rather than on making the quick buck. Customer retention implies a proactive approach to doing business, rather than a reactive response to a fickle market. Customer retention is founded on the tenet that the customer does in fact know what he or she wants and long-term business survival depends on how closely we listen to, and serve, the wants and needs of the customer. Many of today’s companies operate without committing to, and believing in, the value of their product or service. This attitude becomes pervasive throughout the culture of the business and is demonstrated in customer interactions with employees of the business. Many customers become dissatisfied with the lack of attention to their questions or validation of their concerns. The result? Go elsewhere. The consumer has many choices of businesses he or she can frequent when purchasing products and services. Product satisfaction and personal, attentive customer service are the determining factors that influence a consumer’s decision to remain loyal to a particular company. As a Management Provider, I believe the decline in customer service is attributed to a variety of factors: reduction in team member training (product/service education, coaching/mentoring); lack of policy development, implementation and enforcement; hiring individuals who are not qualified, experienced, nor have the attitude or desire to make a difference; owners and senior managers who are concerned only with the bottom line rather than the interpersonal interactive skills necessary for customer interaction; an unwillingness to put forth the effort necessary to make a change. When I am asked for a recommendation of an airline, I can immediately recite my carrier of choice. Why? When flying with this company, I get excellent service and am made to feel as if I am special. I think of a clothing retailer and can recite my retailer of choice. Why? Because I think of the individual attention I receive and if I have a complaint or issue, resolution is prompt. This business or industry association game can be used for any product or service you need. I expect companies, whom I support financially via my purchases, to provide a quality product and personable customer service. Given this, I will be a loyal customer and will maintain an allegiance to the company. And I will not be alone. Hence, the company can sustain a long-range prosperity through the conscience choice of emphasizing customer service over impersonal marketing gimmicks. Quality or quantity? Long-range market growth or short-term market peaks? You decide.

To learn how we may assist you,  refer to the Homeowner Survey Form , Customer Survey Form , or contact us at Simply Do Your Job .