The customer comes first, everything else has to wait.

Current changes influence the stakeholders of the economy and the members of the society, they trigger fundamental changes in industries, which affect several companies and may have a negative effect on growth. This makes customer relationships more and more valuable. Customers who pay and who are satisfied with the purchased products or the services received are the real assets of a company. Satisfied customers are loyal and spread the word about the company. Yet emphasis is mostly put on attracting new customers, while retaining existing ones should be just as important.


The market’s “price sensitivity” has been a key factor. You have to know, however, that the customer will not only suitable for your budget price satisfaction, but also on what you expect in return for it. For that your product or service fits the expectations, not only pay attention to customer’s feedback, but we also have to establish right decisions and rules to maintain and improve quality. The price and quality of the product’s or service’s consistency, can ensure long-term that customer be loyal and returning.

7 KEY ASPECT – Right from the beginning
To be able to follow the market changes quickly and competitively, you should be designed and operated in a systematic and controlled operation according to the following sections from the company’s foundation. With proper application you can see that quality can helps to extent business objectives.

1. Define objectives for the quality!
Many leaders are well aware of the potential value of business planning and is well aware that a good goal setting will greatly help the company keep the right direction. The quality of the design and implementation is an important tool for customers. That is why it is important besides achieving the profit, to improve the quality for customer’s satisfaction, customer’s retention, and create the maximum benefits to them as well.

2. Regulate and provide for what they expect from the future co-workers to the fulfillment of objectives!
Professional, legal and financial requirements – just some of the regulator, which should be monitored for each company daily. This should be done carefully in connection with a legal dispute or any official control of the company to be able to fully stand up. The regulations may specify the required level, which you’d expect from every employee to ensure quality and standards. Following a similar principle, be able to ensure continuity also in connection with an organizational change, which can reach anyone to be replaced so that the “knowledge” will remain in the company.

3. Evaluate the suppliers and subcontractors!

Success in business is not only the employees but also are affected by partners, suppliers and subcontractor’s performance. Therefore, under control of outsourced processes at least as an important factors in a company’s efficiency as the staff’s performance. The assessment of the business relationship is always necessary. With a convenient and efficient design errors or delays can prevent in the futures as well.

4. Measure and monitor customer’s feedback and complaints!

In case of the best services or the best products we can’t be sure that there are fewer complaints, because only 25-27% of disgruntled customers give feedback. If the problematic situations are not handled carefully, the complaining customer can cause damage to your company.  They go over the competition and / or tell their violation for 10 close acquaintance, and it occur in the public or the courts. This can be prevented by systematic and continuous care; you can receive relevant information from your costumer so you can make better decisions to improve the quality of the affected areas. All of them considering quality, deadlines of the company and the possibility of errors fundamentally improve the company’s smoother and more reliable operation.

5. Verify that you work with correct tools!

For a high-quality service product need to provide the systematic review of tools and measuring instruments. They are not important only professionally, but also safety, environmental and fire-safe aspects as well. All of these improve the company’s more reliable operation, the quality, the deadlines and reduce the possibility of errors.

6. Face your product’s or service’s weaknesses!

In every company occur failures and false outputs. Not necessarily must strive to be a zero rate of occurrence of defects, but also to correct the errors as soon as possible, as the customer noticing. Pay special attention to eliminate errors and also to prevent a recurrence. The international management system standards help to businesses. However, it is important how you apply these standards in practice, and tight controls over the product release.

7. Improve and change, where there should be!

This information will really be able to benefit into your business if you use the methods that they provide meaningful information, and then take the necessary steps to improve the areas.

A customer-focused approach can be particularly good business policy. To be able to live with it, need change of required. It should be recognized that the customer is dissatisfied when it complains. If for his complaint is considered value and treated accordingly, and if the problems cannot conceive as an attack directed against the company, then complaining customer will leave in satisfaction, because the to his problem seemed noticeably observed! Despite complaints he will come back, because it was the place where their problems were “correctly” managed. A company’s reputation connect to the fair!

Publisher: ProfitLine
Author Zsuzsanna Kohl
FrameWork Hungary Ltd.