What is quality service? 
Well, I think there are several aspects to it. For service to be regarded as “quality”, I believe you need the follwing elements;
1) INTEGRITY.
What does that mean. Quite simply, the words and the actions line up. One area is that of punctuality. If you say you will be somewhere at a certain time, then you actually show up on time. Another thing would be if you say you will do something, you actually do what you said you would. How often have you had others let you down with things like that? Tradespeople seem to have a bad reputation with these things. I have heard numerous stories of appointments not being kept. Worse still, there is not even a courtesy phone call to inform the customer of the change!
2) PRESENTATION;
Showing up at a customrs place in (professional) attire. First impressions are very important. It has been said that you only get one chance at a first impression, so don’t mess it up. It takes moments for the customer to size you up, and determine what sort of service they are likely to get. Here are a couple of scenarios. Which do you think would be the winner.
Look good, do a lousy job?
Look lousy, do a good job?
Look good, do a good job?
Look great, do a great job?
I was once asked, “what’s the difference between a good job and a great job?” I thought of several differences, but the answer was none of them. The difference is usually 10 minutes. In most cases, if you take the time to look a little better, do the little extra, you will do a great job. Not only on the first impression, but also on the last word. (Positive feedback).
3) FRIENDLY DISPOSITION;
Have a smile on your face. Assure the customer that they have called “the right man for the job”. Be positive. Be honest. If you don’t think you can do a good job, or if it’s in the “too hard” basket, say so and decline the job. Perhaps refer them to a colligue who can. Don’t give some BS advice, just to make a good impression, or make a sale. Confidence is something that is communicated separately from words. It’s an attitude that radiates. It’s a con to fake it. Be polite.
4) Last but not least, GOOD FOLLOWUP;
Just because the job is finished, the money is in the bank, doesn’t neccessarily mean the job is over. Good customer service leaves behind a satisfied customer, who feels comfortable in coming back to you for more. Has no reservation in reffering you to their friends, and is delighted in the product/service they paid for. If any followup is needed, for whatever reason, it is done with as much enthusiasm as if it were a $1m job. This includes warranty work too. If there is a complaint, or warranty claim, it is not treated as a “pain”. The customer needs to know that they are valued, and their complaint (if reasonable) will be seen to promptly and professionaly.
There could be alot more said about this, but I don’t intend to write volumes on anything.
On a personal note, these are principles I work hard at implementing in both my own business, and everyday life.
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