Manage Words Make Customer Service Your Competitive Advantage

I’m often surprised to see that very few people care about providing top-notch customer service. It seems like all the energy is put into making the sale, and little to no effort is made in helping the customer once the product or service is delivered.The Pool ExampleA few years ago, we decided to build a swimming pool for our home. Given that we live in Texas, the pool comes in handy because at least half the year we experience warm temperatures. My wife and I spent a month or so getting proposals from pool companies, and eventually settled on one that offered the best package for the features we wanted.Setting up the appointment with the architect was fast. In fact, they called us to make sure we could make the meeting. When we arrived, they had the simulation program fired up. Once we shared the items we wanted, the program would visually display them on a large TV screen mounted on the wall. It was cool to see the result based on the requirements we provided.


The contract called for us to pay in increments based on when milestones were met, such as when the plumbing and foundation were complete. We were assigned a project manager, Miguel, and he was at the house often. When he wanted to chat with us, he would arrive at the house at 7:00 a.m. to make sure he could find us. He asked for us to text him any time during the day, including weekends. When we did text with a question, a reply usually came within minutes. He was super-interested in making us happy.The pool was complete only a couple weeks late, and this was due to big rains we had in San Antonio. We made the final payment, and it was now time to use the pool. For the next few months, the pool worked as promised – no problems. However, in September, the weather turned a little cold (like 80 degrees, which is considered cold in Texas), and we decided to heat the pool. Unfortunately, the heater was failing to work. In fact, we noticed a gas smell when the unit was triggered.I called the project manager and other representatives from the pool company, and getting a call-back was nearly impossible. When I did reach the intended person, I was told that the problem was likely unrelated to their work. They asked me to call a plumber, and if that didn’t solve the issue, I should contact the electrical company. In other words, I was getting the run-around. It was obvious that once they received the final payment, they moved on to other customers who were ready to cut checks.


The LessonI understand that there is eagerness in making the sale; the excitement is obvious. However, I also know that companies who are focused on keeping the customer happy even after the product or serviced is delivered, are more likely to dominate the market. The pool company I described here was just so-so with follow-up work, but they are still in business. I wonder how much better they might perform if they were just as good with ongoing customer support as they were when trying to make the sale.

What It Takes to Be a Certified With ISO

Benefits of ISO International Standards?

JAS-ANZ International Standards guarantees that products and services are safe, reliable and of good quality. For companies, they are strategic tools that help reduce costs by minimizing waste and errors and increasing productivity. They help companies gain access to new markets, in order to bring about equity, for developing countries and facilitate free and fair world trade.

How does JAS-ANZ develop standards?

JAS-ANZ are developed by the people that need them, through a consensus process. Experts from all over the world develop the standards that are required by their sector. This means they reflect a wealth of international experience and knowledge.

The main benefits of JAS-ANZ standards

JAS-ANZ was founded with the idea of answering the fundamental question: “what’s the best way of doing this?”

IMS (integrated management systems)

An integrated management system (IMS) combines all the components which is linked to different enterprises or business in a system, which helps in facilitating management and operation. Quality, environment and safety management systems are generally combined and administered as IMS. These systems are not separate systems but are later merged together, but are integrated with links to similar processes are managed and executed smoothly, without duplication.

As a part of gaining ISO certification it is important to have a good quality management system that not only meets the standards, but it will also improve business processes.

6 KEY STEPS TO ACHIEVING CERTIFICATION

1. Identify your key drivers

Its recommended that a formal is done at a senior management level, your key drivers for implementing a Quality Management System. Such drivers should include improved awareness of the performance of your key processes and the need for continual improvement, as well as any specific customer requirements.

2. Obtain the standard

Purchase a copy of the standard. Search the web for links to relating to your particular sector. Make sure you know the facts from the myths. An illustration, ISO 9001 is applicable to any organization in any industry, not just the manufacturing sector.

3. Define your strategy

To successfully implementation of a Quality Management System, commitment is required from senior management on defining the strategy. Start to formally document a quality policy and objectives following adequate requirements. Ensure that the requirements of the quality policy are measureable to be able to demonstrate continuous improvements.

4. Planning provides resources for

Developing a quality management system requires resources to be made available and realistic timelines allocated ensuring that responsibilities are shared within the organization and not just allocated to the Quality Manager. As the system is developed, this plan should be reviewed by senior management and kept updated. The responsibility for the Quality Management System and the Quality Management representative should be clearly identified. In addition, you may wish to employ a consultant to help develop the system. Make sure that the consultant knows and understands your business and any advice that covers your business as a whole.

5. Know your processes

IS0 9001 requires you to formally describe the interaction between the processes within the management system. This can be achieved by a simple process map specific to

your organization. The map should identify the key processes and also indicate the resources, controls, documentation and records needed to meet your customers’ requirements. Ensure this process map is validated throughout your business to ensure no areas or interactions are missed. As the system is developed this process map should be used, reviewed and updated for its eventual inclusion in the Quality Manual.

6. Determine training needs

ISO 14001, ISO 18001, ASNZ 4801, ISO 27001 requires proper identification of competence requirements for employees coming within the scope of the Quality Management System. Team leaders, employees and internal auditors will all need to meet the requirements of competence, sometimes requiring external training. A range of courses, workshops and seminars are available to meet these needs. Make sure to define how you will demonstrate the effectiveness of training.