by Dennis Aubuchon

Created on: May 26, 2010

Quality is very important in business today especially with product recalls and investigations as to what went wrong.  When quality does not exist in business and this becomes evident to those who purchase products or services they tend to not buy in the future.  Today with problems becoming more evident it seems quality has been an element on which consumers focus where they want to do business.

     Quality is an attribute that should be important to every individual.  It makes a statement about who we are and the character we have.  In business the efforts of employees and management to have quality products and service can be seen in the products and service they sell and provide to their customers before, during and after the sale.  As individuals our efforts to not only do our job but make a quality effort in doing it resonates with those who buy the products or services.  When quality exists and is evident in the products with which we are involved people are drawn to the companies that provide this valuable characteristic.  Today again with the product recalls it gives the impression that quality has been thrown out the window by business.  This I believe is not the case. 

     There are many fine quality products available for consumers and those that provide this kind of effort can see this as increasing their customer base.  We as consumers want a quality product and we want quality service before, during and after the sale.  Companies who provide this kind of atmosphere and treat their customers with respect will earn their trust.  I have seen examples where this kind of atmosphere has not been in place and to that I say they have lost my business.  Customer service and the quality of it play a key role in keeping customers and gaining new ones.  People talk and when they are satisfied with a company they tell their friends and this potentially brings new customers into the fold that may never have even walked in the door.  Satisfied customers are the best advertisement a company can have.  Providing quality products and service is a way of achieving this goal.

     The same goes for customers who are not satisfied.  Customers who are or become dissatisfied will tell their friends and the same effect will happen only in the opposite direction.  Companies will lose customers and potentially new customers

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