Quality Work & Service
Mark Graban at Lean Blog’s just finished reading Managing the Professional Service Firm
“Quality Work Does Not Mean Quality Service”
‘Work’ is the stuff you do, while ‘Service’ refers to the overall customer experience - what’ll keep them coming back for more. You can do a great job, but without the system to consistantly delivery above your clients / customers’ expectations, you’ll always have to spend money on marketing to replace the ones who leave.
Probably the best example of the difference between the two is a story Michael Heppell tells about when he wanted to buy a new car. His message is clear - go the extra mile (or hundred miles - this is really exceptional stuff), and your customers will do your marketing for you!
