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Managing to Improve Satisfaction
and Business Results
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What if we lack resources to do new
things?
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Nearly 70% of
lost
customers leave a due to
a perception of indifference. Every business
can find ways to help employees demonstrate sincere interest in
delighting every customer.
The same bonuses
paid for being fast or efficient
may grow the
business exponentially if paid for customer
satisfaction, instead. (i.e., What good is it to be fast if we
rush customers into seeking competitors
services?)
When
right first time
for
the customer
is every employees mission, errors and dissatisfied customers are prevented.
In turn, investments in corrections, recoveries or replacement of
lost customers are avoided, freeing resources for
bigger
things, like new technology, products or services
and marketing to attract new customers:
Quality
is not only free, it is an honest-to-everything profit maker.
Every penny you dont
spend on doing things wrong, over, or instead becomes half a
penny right on the bottom line.*
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*P. Crosby, Quality is Free, Penguin, New York, 1980.
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