The system most businesses use to check their work is after-the-fact, after the output has been completed or delivered. That's too late! When the customer finds the error and complains, it costs you 10 times more than if you had caught the error at the beginning of your process.
Prevention means taking the time upfront to look at your process and test to see if it is capable of delivering the promised output every time. This could be a meal, a tooth cleaning, an answered customer phone call, a paint job, etc. Prevention on a new process means brainstorming what are all the opportunities for error that could occur in the process and how could they be avoided.
Appraisal is just a fix and requires rework that costs time and money. Prevention pays in the long-term!
www.retainloyalcustomers.com
Teri Yanovitch is a leading speaker, trainer and consultant on creating a culture of customer service within an organization. Her firm T.A.Yanovitch, Inc. provides a clear and proven process on how to create this culture of service and helps guide organizations to ensure their success. Through her presentations, workshops and training, Teri has assisted organizations from all industries to differentiate their business through the competitive edge of the customer experience.
Contact Teri at ty@retainloyalcustomers.com
Her highly acclaimed book Unleashing Excellence – The Complete Guide to " Ultimate Customer Service" has sold over 32,000 books and is recognized as a practical, hands-on approach to providing a seamless extraordinary service experience to retain customers and employees. Contact Teri at
ty@retainloyalcustomers.com for your next speaking engagement or for a copy of her book.
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