THERE IS ONLY ONE BOSS, THE CUSTOMER. HE CAN FIRE EVERYBODY IN THE COMPANY FROM THE CHAIRMAN ON DOWN, SIMPLY BY SPENDING HIS MONEY SOMEWHERE ELSE
We do not hear very much any more about TQM. In the late ’80s and early ’90s TQM was about the only buzz acronym that businesses were using on an hourly basis. There were TQM consultants everywhere. Total Quality Management. What that meant was every facet of your business was supported by a process that everyone knew, understood and deployed with regularity. The buzz word may have gone away but the concept is still a key factor in running a successful business. If you want to leave your customer with a remarkable experience then you must operate a circle of excellence supported by a total quality management system.
Put documented processes in place for accurate quoting, detailed scheduling, sufficient supplies, dependable transportation, same team each visit, quality cleaning, follow up calls and response cards. If each of these areas is carefully thought out, documented and consistently carried through you have a circle of excellence which means you have a Total Quality Management System in place. If you operate under a TQM system your company will be successful.
You must think through each area above, along with all of the interlocking areas, that make it a remarkable experience for the client. Accurate quoting is more than just looking at a home and giving a price. It is asking the client what they would prefer; an in home quote or a price on the phone? (I will confess that we did all quotes on the phone but, in my opinion, a truly TQM system would offer the client both.) It is making sure your client understands exactly what services will and will not be performed in the home. It is giving an accurate price that will not have to be adjusted after you start the job. There are a large number of factors that govern a TQM quote. You must consider each factor when developing your quoting process. Follow the same thorough TQM process for each of the eight above areas.
Seminar Recording: Customer Focus & Satisfaction
LENGTH: 43 MINUTES.
Orientation Bundle English & Spanish
Orientation Bundle English