Quality Work & Service
“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!