» Quality Assurance

If you own or manage a company, chances are that you need to be in contact with a quality assurance service . Why? Because whether you manufacture flashlights or sell insurance policies over the phone, your company has standards. Some companies require that their products and services meet only minimum requirements in order to pass safety and service inspections. Not very reputable, but hey, it happens. Other companies want to produce the best, serve and accommodate more fully the needs of those who patronize them. When working with a quality assurance service , a company can uphold the standards that they see fit, whether it is defined as minimum or maximum.

Let us take a look at an example of the benefits of a quality assurance service within the health care industry. We all know that improvements can be made in every industry, and as much as we value our hospitals, Doctors and RNs, the health care industry does have its difficulties.  The primary function of a reputable quality assurance service in this setting would be to monitor, assess, evaluate and improve the quality of service that the industry was providing to the patients that it treats. This is a huge task, as it takes time to not only determine where the problems are, but also to obtain patient and provider feedback, create and implement new employee training processes and to sufficiently raise the standards to reflect these new changes.  

Here is another example. How would a quality assurance service assist with the production of a disposable camera manufacturer? One scenario might be in the area of product development. There is a minimum standard that needs to be met in regards to safety as well as to performance of the product. What if one particular line of disposable cameras receives continuous complains and consumer returns because of breakage of one particular piece? The camera line is then put under tough scrutiny. Is the part defective before it goes into the camera? Or is it a combination of more than one thing? Exactly how much pressure must be applied before the piece breaks off? These are the types of questions that will be asked. The product can, in this way, be subjected to rigorous testing and evaluation. Efforts can be taken to improve the product before any more cameras get out onto the store shelves.

There are many reasons, and many industries, where such measurements and improvements can be helpful. When it comes to manufactured products, consumer safety comes first. The same holds true for health care. When it comes to other industries, such as sales and customer service, the focus is more on improving the overall customer experience, rather than insuring the physical safety of the customers. People skills can be evaluated as well as anything else. It takes skill and planning to come up with the necessary tools to improve and strengthen the core structure of a company. Whenever goods or services are produced or provided there is a standard to be upheld that can always be made more effective. It is always in the best interests of the company, and more importantly, the consumers that keep the company in business, that the standard of excellence be the ultimate goal, no matter what kind of goods or services you provide.

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You just cannot miss them and they are a different breed apart. There is hardly any country, city or shopping mall that does not have them. These people are often indifferent to the shoppers and are more engrossed in their own tasks rather than helping their customers that they are supposed to do. While the old gentleman is trying hard to read the fine print on the label of a particular product the person who has been recruited by the store management for assisting the shoppers is more interested in chatting with his friend. This is not a special store or a scene out of a movie. Bad customer service is a bane which is spoiling the reputation of many reputed malls and shopping centers. Even stand alone stores have a decent quota of them.

While there is no doubt that the salesperson is the first to be blamed in such a scenario, the management too is equally guilty. Yes the word guilty is being used because it is a crime not to attend to the customer who is the king and without whose patronage the store would not be there at all. Halfhearted customer service is the major cause of clients shifting their loyalty from one store to another, and why not? They are wasting their precious time and their hard earned money to purchase a product from a particular shop. They are entitled to the attention of the salespersons that are retained by the store owners for a fixed monthly pay package for attending to their clients. If the salespeople do not shed their careless attitude, not only will the store suffer, they too stand a chance of being chucked. They should remember that once blacklisted, it will be very tough for them to find a job of similar nature.

It is the onus of the store management to impart proper training to their personnel so that they can deliver proper customer service to their clients. If the goods are the body of a shop, the client is the soul and they should be treated like a king. Many salespersons carry over the quarrels from their home to the store. This is not ideal. If you are not feeling up to it, just inform the management and take a leave. Like the single proverbial apple spoiled the entire basket of apples, a hot tempered salesperson can spoil the atmosphere of the entire store.

There are, however, some salespersons who know what high-quality customer service is all about. They know that a satisfied shopper will not only come back to the store, chances are that they might even mention their good qualities to the owner. This can very well bring about a promotion for the salesperson concerned. It is a win-win situation for all. The store benefits from the knowledge that the client will be a repeat visitor, the salesperson will take home a fatter pay package.
 
Thankfully, with more and more institutes coming up, that specialize in training salespersons about client handling and customer service , the day is not far away when one can see each and every client leaving the store with a smiling face. The old gentleman, who has yet to gauge the right product that he requires, and is still fumbling around the store, will be attended to in a way that a citizen of his age deserves.

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It can be said that everyone has had a great customer service experience at some point in their life. Whether it was when you went out for pizza or took your family out to one of the local restaurants, you have come across someone that has wowed you with their customer service .

When you think about what customer service means to you, what do you think about? Do you see someone being professional with you and catering to your every need? Do you envision a person or company that is there for you when your product is no longer performing at the standard that you expected it to? Customer service can come in many different shapes and forms. It means different things to different people.

There are companies that have an entire department devoted to helping others. When you research the company online and need to talk to someone about some issues they have been having, you look for the customer service line. The people on the other end of the phone, email or letter are trained in order to assist you in every matter pertaining to the issue at hand.

Companies can succeed or fail based on their level of serving their clients. The moment or moments the company loses touch with their service to the public the harder it is for that company to succeed.

How does one provide excellent service?

• Having a professional demeanor no matter how the customer reacts
• Being able to find a solution for them when it seems like there is not a solution
• Knowing how to caterer yourself to match their lifestyle
• Understand what is important to the person in which you are speaking to
• Knowing when to speak and when to listen
• Practice makes perfect

Some people believe that most of it is a skill that is possessed from their birth. There are many people that have a good knack for getting to know those people that are around them and finding out what makes them tick. The better a person is with taking care of the clients they have the better it is for the business. Just think how great it would be for businesses if everyone that was employed by them would be good at taking care of their customers.

Going into a retail environment is different than going into a restaurant. What do you expect out of a retail environment when you go in?

• A friendly hello as you enter
• Someone to ask to help you within a decent amount of time
• That person that greats you, to be able to help you find what you need
• Making the sales process easy to go through understand and know what to do next
• Someone telling you thank you for coming in.

When going into a restaurant, you might expect something a little different.

• To be seated in less than five minutes of entering
• Not be seated by the kitchen
• When you are seated, your server comes soon to take your order
• After the order is placed, the food and drinks come quickly
• During your feasting, your glass of beverage, never is empty
• You look for your server to present your check at the right time. To early denote they want you to hurry up. Too late, shows that the server is not paying attention.
• When leaving the restaurant, being thanked for coming in

Customer service can come in many different ways. Everyone has encountered great service and some have encountered horrible service. Hopefully we all encounter more great days of service than not.

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Quality assurance has been defined as a process that allows a person to take meaningful and deliberate steps to attain a specific target or ambition. Many companies use quality assurance employees or companies in order that they know at all times that their company has the highest standards for products and employees. 

A big question that a lot of people might have is, if quality assurance helps so many companies and is so effective in creating successful businesses, why do individuals not take these same tactics and apply them in their everyday lives? It is a great question, and one that should be asked by anyone seriously wanting to improve their life and relationships. If people were as careful with the choices they make in their own lives, whether big or small, as they were picky about the people who work under them or the type of image they put across at work, they would see huge improvements in their lives.

Take the above mentioned definition of quality assurance , for instance. It is a process. So many people think they have to do things right the first time, and if they do not, they give up. While trying your hardest and trying to get it right the first time is a good idea and shows strength and focus, you have to realize also that you are human, and mistakes happen constantly. If you do not succeed the first time, or even the second, all you can do is try again. If it is important enough to you, you will try until you get it right, it is that simple.

Not only is it a process, but it is a process of meaningful and deliberate steps. These steps are very small many times, so small that you might not even see them. If you have problems in your life, or a theoretical mountain you have to climb, it may seem initially impossible, and you might feel like giving up before you begin. But every step, even if it is tiny, gets you a little closer to where you want and need to be. The steps are meaningful because they are personal to you. Only you can decide what each step you take will be, and therefore mean to you. The steps are deliberate because you decide to take them, you choose to take them. It is a choice, not something you fall into by accident, or let happen to you. When you realize that you truly have this control, and that you can make big things happen by controlling smaller seemingly unimportant things, you will gain load of self confidence and a great feeling of empowerment that is priceless in getting you to your goal.

And this is the last part of the definition of quality assurance , your goal, or target. It is also somehow the first part of the process as well, in that you have to know what your target is before you can even think about beginning to aim for it. Possibly you have decided on a target already, or maybe you do not even know what you want. Whatever the case, you have to know what it is you want, what is your ambition, before you can begin the long path to excellence in both your life and your personal relationships. And once you know, remember to always keep it in your sights.

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The Show Goes on…in Miami Nov. 29

As you know, South Florida had a bit of inclement weather a few weeks back. Hurricane Wilma blew through in a hurry causing a lot more inconvenience than destruction. My brother’s mother-in-law lives in the area Wilma visited. She said in her immediate neighborhood there were quite a few trees that went down, but not much building damage. She was quite annoyed that her favorite trees near her condo were uprooted. But the tree she really hates, that blocks the view out of her living room, survived with hardly a leaf lost. That is the fickle nature of storms, isn’t it?

One inconvenience Wilma cause was to disrupt the Self Storage trade show schedule. The Inside Self Storage Expo had to be postponed. However in true Florida style, it wouldn’t take but four weeks to get ready to go back to normal. So if you had planned to go to the Fall ISS show, come on. If you hadn’t originally planned to go, check your schedule and make it happen. The Expo and Conference will be Tuesday November 29 through Friday the 2nd of December.

There will be some excellent seminars, including a session I will lead, called “Winning Sales Strategies”. The seminar will be at 8:00 am for you early risers on Wednesday the 30th of November.

You can also visit with lots of vendors who help you make your business work, including me! I will be giving a special Vendor Presentation on PhoneSmart services on Friday the 1st of December at 10:00am. Even if you are one of our many happy clients, you should attend this session and find out about some of our other valuable services…all designed to help you make more profit.

The roundtable discussions are always a favorite of the ISS Expos. Stop by my table to talk about using Call Centers effectively and make sure to sit in for some of the other great topics.

One session topic you shouldn’t miss will be “Disaster Recovery”, lead by the Nunez brothers of Southern Florida. They have had some practice in this subject over the years and can give you some great tips.

Miami is very nice this time of year, even after hurricane clean-up.. The host hotel, the Hyatt Regency, has a great rate of only $139.00 a night. That is not bad at all.

I don’t know how air fares are where you fly from, but my flight from St. Louis will only be under $250.00. That’s not much more than a few tanks of gas these days.

I’m not sure you can afford to miss this show. The cost will be pretty low and the learning and networking will be very valuable.

Go to www.insideselfstorage.com/expo/miami and register.

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