A definition of quality is “the standard of something as measured against other things of a similar kind”. When thinking about quality we often think how a product performs or if a service provided value. Terms like Black Belt, SCRUM, and Six Sigma can enter the conversation too. But there is another application of quality that can take a business above and beyond its competition with no training or certification. I call it personal quality. This is a combination of traits and habits of employees, managers and owners that when carried out will leave customers with positive thoughts about their experience. While simple, I have found them a key to success. Here’s a few.
Answering the phone as soon as possible. When the phone rings we all have times when we can’t or don’t want to answer it. This behavior may show low quality. However, when customers say, “I have no trouble getting a hold of this company”, its high quality.
If a call must go to voicemail, return it as soon as possible even if it’s to say, “Sorry I’m in the middle of an issue right now, can we set up a time to talk”. The caller will then feel valued by you.
Active listening. Quality communication means you hear the customer’s concern and they know it. While you may not agree with their conclusions or demands, it’s a start towards resolution.
Respond honestly. If you don’t know the answer and need to research, consult with someone or escalate the issue, let it be known and carry through. Setting it aside will catch up with you.
Communicate. Personal quality includes the habit of keeping your customer in the loop with updates. Even if nothing has changed, it’s better than the customer not hearing anything and feeling forgotten.
Good personal quality will take what one hears from active listening and put themselves in the customers place. Being empathetic will drive the relationship down the positive route building trust with the customer. They will believe you are doing everything that can be done.
To summarize its treating others as you would want to be treated. As the issue wraps up, resolution may or may not be favorable for the customer. However by treating the customer with quality, you can still win them over and retain a valuable future patron.
