3- Customer Satisfaction Depends on Quality, but What Exactly Is Quality?

Customer Satisfaction Depends on Quality, but What Exactly Is Quality?

Earlier articles noted that every business aims to be profitable and that stakeholder satisfaction, especially that of the most important stakeholder, the customer, is essential to profitability. To satisfy customers, we need to give them a quality product or service. But what exactly is quality? Quality is a word that encompasses many characteristics. Let us review a few:

A- Conforming Exactly to Defined or Agreed Specifications, or to the Order
You may have communicated specifications to the customer in any number of ways: a brochure, catalog, website, Instagram photographs and captions, a sample of your work or a verbal explanation. Whatever you promised or committed to, that is what you must deliver.

B- On-Time Delivery
On-time delivery means neither earlier nor later than the time you promised to deliver the product or service. Some people ask, "Why not earlier?" Imagine ordering food from a restaurant for a dinner celebration and asking for delivery at 9 p.m. Then the restaurant arrives to deliver it at 7 p.m.! You can imagine the rest.

C- A Suitable Price
A suitable price does not mean cheap. It means a lower price relative to comparable products and services. You cannot compare a Pride with a Mercedes! Not in any respect.

D- Warranty and After-Sales Service
People often buy an item that is not particularly high-grade because it has after-sales service, rather than an item without such service. Do services also have after-sales service? Yes, many do. For example, some online courses offer a period during which the instructor answers participants' questions, and this has increased course sales. Many travel agencies provide after-sales service after selling a tour, helping travelers change hotels or other purchased services.

E- Repairability
This means that your product can be repaired. It matters more for products with a significant price, such as cars, washing machines, air conditioners and so on. Some products are designed to be discarded when they break and are not repairable, such as phones with non-replaceable batteries. Well, that is what their makers think :) My resourceful compatriots repair those too. F- And so on... Tell me what your products and services are, and which quality characteristics matter most for them. #Business #BusinessManagement #Profitability #Revenue #SustainableRevenue #Training #Systematic #ProblemSolving