I`ve been pondering customer service, lately, because our business gets a lot of pleasant testimonials about Kathy`s attention to details in working with customers. Part of that whole service issue also involves a really strong interest in our parts as to quality standards.
We have a number of rules and processes we`ve put in place, right from
the git`go, and I was wondering about what other people do in their
business startups. Did you build into your enterprise some sort of
quality-control processes when you first started?
One rule we use is that if we find ourselves looking at a flag and
talking about whether or not it`s close enough to specs to sell, we
stop...realize we`re even discussing it, and toss the flag. It`s too
easy to be tired, have a lot of orders, be short on time, and say,
"Enh....it`s good enough, y`know? Who`s really gonna notice except us?"
Another rule we use is that we always confirm an order with a personal
email. It doesn`t matter that there are electronic confirmations, we
follow up. When we ship, we also tell the customer the order`s been
shipped, regardless of how we feel, how busy we are, or anything else.
It`s just.....a rule.
Do you consider customer service to be part of quality assurance and
control? Are "best practices" different from quality concerns? What
specific rules have you put in place to catch flaws, errors, problems,
failures, or whatnot?