Error in deserializing body of reply message for operation 'Translate'. The maximum string content length quota (8192) has been exceeded while reading XML data. This quota may be increased by changing the MaxStringContentLength property on the XmlDictionaryReaderQuotas object used when creating the XML reader. Line 7, position 428.
Error in deserializing body of reply message for operation 'Translate'. The maximum string content length quota (8192) has been exceeded while reading XML data. This quota may be increased by changing the MaxStringContentLength property on the XmlDictionaryReaderQuotas object used when creating the XML reader. Line 2, position 8618.
I work at a family business, a dry cleaning delivery service. Recently, while counting the pieces ready to deliver, the thought occurred to me to randomly check a few items. Guess what? The quality on a few pieces was embarrassing. I couldn't believe my eyes. Instead of blowing a gasket at the responsible party, however, I calmly brought it to the presser's attention and let her know that it was obviously a once-in-a-million mistake because of course she would never send out something so bad... and then I did the same thing again and again every day the following week. It was like finding a termite: you only find one initially, but dig a little and you hit the jackpot. I discovered a job security 101 secret: if I don't do a continual quality assurance check, I can't deliver quality. If I don't check the quality, I can be assured I'm not delivering a quality product to my customers. If I don't deliver quality, I can rest assured that I won't be delivering anything. We'll be out of business.
That's when I decided to write this article. It centers around one theme: if you don't deliberately check quality, you aren't delivering quality. If you don't ensure your product or service is above grade, your customers will find the quality your competition's selling. Quality assurance is simply a non-negotiable, no matter what it is you're engaged in, from non-profits to family relationships. I've developed a few simple questions I like to ask myself to ensure I'm delivering on quality. These questions can be applied beyond the business world.
* Is the product or service something I'd give my loved ones or friends?
* Is the product or service going to keep my current customers, or drive them away?
* Is the product or service good enough to win new business?
* Is the product or service something I'd write my mother about?
* When I see my competition, can I honestly say I've bested them?
Let's look at each question a little more closely:
Is the product or service something I'd give my loved ones or friends?
This is another version of the "Golden Rule" to treat others as you'd treat yourself, but actually I treat my friends and loved ones slightly better than that. When I perform quality assurance checks, I ask myself if I'd be embarrassed or proud to show this product to my close loved ones. If there's a doubt, I re-do it. Thinking of our customers as our loved ones instead of "those complaining people" goes a long way into insuring customer retention.
Is the product or service going to keep my current customers, or drive them away?
This is a natural follow-up to the first question. Quality assurance is great in itself, but we need to keep sight of the goal: keeping our customers. It's perhaps the easiest way to keep our job security, as well. Are we delivering a product or service that makes our customers loyal? If not, we can't forget that we're not the only fish in the pond. There are competitors just waiting and hoping we mess it up big time. I know this for a fact, because I'm also in the business of gaining our competition's disgruntled customers. The loyal customers won't even give me the time of day. Why not? Because they're receiving quality where they're at, and you can't put a price on trust.
Is the product or service good enough to win new business?
This also flows out of the previous question. When a customer changes vendors, no matter what the product in question is, it's usually because they either moved away or they are dissatisfied. If a restaurant keeps burning your food, you'll look elsewhere. It's the same in any business. When delivering quality product and service consistently, so long as you shine above your competition, your customers will tell others about you and you'll gain in the long run. If you're anything like me, you'll hit the pavement and knock on doors in search of more customers. What are you going to bring them? Crummy quality? Forget it! If you're not "in it to win it," then get out of the game. You absolutely must ensure you're good enough to win new customers, or else it's a guarantee you'll lose the ones you have.
Is the product or service something I'd write home about?
Maybe this is a stretch, maybe not, but would you honestly write home about the type of quality you deliver to your customers? Would you punch out an email to your parents or family back home, bragging about the product you deliver to your customers every day? If not, why not? Make the necessary changes to do so, get your team's head back in the game, and make sure you do whatever it takes to get some bragging rights around town. The town you live in should be buzzing about how good you are. If not, they'll do it with your competition.
When I see my competition, can I honestly say I've bested them?
I love this. Honestly, I'm not a competitive guy, I hated sports as a kid. When it comes to work, however, I'm all about the bragging rights. When I see my competition, I feel sorry for them. I think to myself, "Those poor guys, they can't compete...maybe they'll all be working for us in a few years. It's the least I can do while I obliterate them." Mind you, I'm not doing anything underhanded, and I don't recommend that at all. I don't hate my competition, either: they're human just like me. However, I love that they drive me new business. Why do they do that? Because I take pride in what we do in our family business. This is my family's bread and butter. I actually win customers on a daily business because I've found out what the other guys are doing wrong, and I've made sure we're doing it exactly right. End result? I was literally knocking on doors the other day and found someone who had been loyal to our main competitor for six years. I converted her on the spot. Why could I do that? My competition is bleeding customers and I'm happily picking them up, all because of their lack of quality assurance. My advice: stop the bleeding--do quality assurance checks. Otherwise a smart businessman like myself will absolutely have a field day at your expense. People like me will hunt down your unhappy customers and convert even your most "loyal" customers who are tired of your poor quality.
In the meantime, we're doubling-down on our QA checks. We're making sure that every act of laziness on our competitor's part will not become our M.O. The message will be clear: you want quality? You know where to go, and you'll happily pay for it. In this economy, customers are looking for deals, special treatment, and top quality. It's not just in the real estate market, folks, it's everywhere. You need to step up your game.
It all boils down to competition, really. We don't have the lowest prices in the valley. We do have some of the best quality around, however, because we take seriously the idea that quality assurance is job security. In this economy, you simply can't afford to get lazy or complacent. The customers you have today will belong to your competition tomorrow simply because you don't train your team to take pride in their work. Give them incentives, bonuses of some sort, to win your customers' loyalty. That's what QA does: it wins the loyalty of your customers. As an employee, it also wins the loyalty of your employer, even in a family business like mine. Quality assurance truly is job security.
James Hussey works in a family business by day, builds websites at night. His first of many websites is http://ellipticaltrainerexercise.com, where you'll find user-friendly information on elliptical machines. You can read customer reviews comparing ellipticals today, and take note of the quality these manufacturers have put into their products.
This post was made using the Auto Blogging Software from WebMagnates.org This line will not appear when posts are made after activating the software to full version.
Post a Comment