quality vs customer service

Quality vs. Customer Service

After years and years of buying avocados, I’ve recently had a run of quality issues. Somehow they manage to be spoiled and hard at the same time. So I explained what was going on to the produce manager at the store. She shared that I wasn’t the only one who was having problems and that they would continue to replace them until it was right. Great!

There’s a balance between customer service and quality control in business. If quality is poor, continuing to replace a product can get very expensive.  And frustrating for customers who continue to experience defects. Over the long run, businesses that have quality controls on the front end and customer feedback loops on the backend will eliminate defects and become more profitable.

Posted in Customers, Leadership, Strategy.