Quality and Satisfaction

Quality is what people pay money for–for faster cars, bigger houses, etc. But people don’t always recognize what quality is. They don’t recognize that standing by a product or a service is as important if not more important for a vendor/consultant.

I recently purchased three computers for a client and one of the PCs kept mysteriously shutting off. My supplier worked with us to provide alternate computing resources and stood by the PC 100% until they had to replace it. I don’t know if my supplier had been at fault when they originally delivered the computer, but I know they stood by it–and that was the important part. Things just don’t always work out the first time.

I know that some people get really annoyed when a product or some advice doesn’t pan out the first time, even if the adviser or producer is willing to make it work in the long run. Now I agree that it’s an annoyance…but I also think that quality of service is not about necessarily getting everything right the first time–it’s about making sure that things end up where they’re supposed to be and that the client is happy.

But some people just don’t accept mistakes. And some people will never be happy…*sigh*