JT Pedersen » Doing It Right!

Quality: It’s More Important than Quality

JT — Thu, 23 Feb 2012 01:24:42 +0000

They say things come in threes. Like it or not, it certainly seems to be true. And, this week, the topic of Quality has come my way at least three times.

The first to get my attention was this excellent article, “Where did the quality go?” Author David Sneed, pointed out the craftsmanship [of a box made in 1738] to an unimpressed visitor who explained: “Well, they had a lot more time back then.”

Really? David walks the reader through a pretty solid argument against that view. We have perhaps 3-4X more time available to us now, than say 1738. We live twice as long, we don’t have to fight the soil to feed ourselves… The article’s worth the :05 you need to read it.

Go ahead. We’ll wait right here till you get back.

Then, I happened across David Meerman Scott’s article, “Great service as lead generation. The take away here is, provide great service, people will talk you up, and new business will follow.

Finally, there was a discussion with some fellow motorcyclists, about, well, motorcycle dealerships. A common sentiment among motorcyclists that we need to support these businesses or more will go out of business. Ok, I buy that argument. Motorcycle dealers are far fewer in number than car dealers.

But, that relationship is a two-way street. If I give you my business, I expect you (the dealer) are going to give me quality service in exchange. Note: not ‘over the top,’ not ‘to-die-for,’ just quality.

This past fall, my bike had been in the dealership for some work. Still new, only one dealer has been, ‘under the covers.’ So, I know very clearly who:

Improperly reassembled body panels (clearly one part should’ve underlapped another);
Broke plastic tabs, causing me to spend $10 (plus gas & time) to order three missing bolts (others I caught in time, they were just ‘loose’, not having fallen out yet; and,
Couldn’t find the part numbers; I had to provide them later.

All that was due to one visit to the dealer with a new machine.

Quality: More Important than Quality

If you didn’t read David’s article (above), he raises the contemporary question: Should I pay a worker for two hours to make a quality product when he can make a decent product in one?

The answer depends on how important the relationship with your customer or client may be. This is where quality is more than just a product or service attribute.

The quality you—elect—to provide your customer speaks to the nature of—relationship—you plan to have with that customer.

As customers, we all make choices regarding product purchases. Those choices ultimately come down to value. As I mentioned in Fuel Surcharges Make Crapper Proud, Value-based decisions are made on an ‘all-in’ price. That includes our time, resources ($$), and satisfaction level. The latter because most decisions are made emotionally, supported after-the-fact rationally.

What businesses need to get back to is understanding that the quality of interaction forms the bedrock upon which future relationships are formed. Treat your customers as a commodity, they’ll treat you the same.

Provide a stellar experience and they will drive miles to repeat the experience. Anyone care to guess which one company most publicly epitomizes this notion, today?

So, why is Quality more important than quality? Because it can take 10 times more energy to win a new customer than to keep an existing customer. Why not invest in a quality (relationship) up front and cement their loyalty indefinitely?

And, do so on an ongoing basis!

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Merry Christmas!

JT — Sun, 25 Dec 2011 13:43:44 +0000

What is Christmas to you? A time for celebration, for gift giving, for reflection?

Perhaps its simply looking through favorite pictures and seeing one, slightly out of focus, of your daughter, herself, enjoying Christmas in all it’s glory.

Today, we celebrate the birth of our Lord Jesus Christ. However you celebrate, I pray you find joy and happiness in this grandest of days.

My favorite blessing, for you:

May The Lord bless you and keep you.

May the Lord make his face to shine upon you, and be gracious to you.

May the Lord lift up his countenance upon you, and give you peace.

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Open For Business: 4.98 Follow Up

JT — Tue, 23 Nov 2010 17:20:04 +0000

The minimum transaction charge is gone. The intent was never to hurt customers at all.

Last week, I wrote an article, “Is it really worth it: $4.98.” A short recap, Two Brothers Coffee had introduced a $4.98 minimum charge for all plasticized transactions. The article discussed the merits behind doing so from both consumer and merchant perspectives. There was a fair amount of response, both on and off line, on the topic.

In talking with Jim Jim Starnes, he emphasized the intent was never to hurt customers at all. After receiving feedback, the charge, which had been in place for 2-3 days, was eliminated.

I would like to commend Jim on a two fronts. First, was his attention to his customers and their interests. He could have easily ignored them. Jim’s decision to eliminate the charge is appreciated and affirms his customer-centric interests.

Second, was Jim’s own Comment in response to the article. Social media continues to frustrate even the largest of businesses. Some are comfortable working within it while others are not. It’s great that Jim was comfortable replying in kind and expressing his own views.

Two Brothers Coffee: Thank you. As it happens, I’ll be there this afternoon for a meeting and look forward to seeing you.

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Who’s Doing It Right!

JT — Mon, 01 Feb 2010 19:56:54 +0000

The fine folks at Heavenly Acres Pet Cemetery, in Brighton, Michigan. That’s Who!

For those of you who have been with me a while, you’ll recall the passing of my dear friend, Kimba. She had succumbed to cancer this past August.

Working in the garage yesterday, my 9 year old son asked me why we had ‘gotten rid’ of her. Though he had lived through the period with us, I was surprised to find he thought we had gotten rid of her for somehow having been a ‘bad’ dog. This led into some deeper discussions, and eventually the topic of her ashes came up.

I’m sure I’m not the only person, who after having had their pet cremated, might have waited months, years even, to look inside the returned package.

This isn’t the first time my family has been through this. Yet, it was ‘my’ dog this time, striking closer to the heart than with previous pets. So, there was a bit of gravity to the moment as I retrieved her and began to look inside.

Placed nicely on top, was a small package wrapped in white tissue paper with black dog prints. Unwrapping it, we discovered a small monument with her paw impressed into the plaster.

Even after being with us for 10 years, it was surprising how hard it was to find something (dog bowls don’t count) of hers that would remain as a persistent reminder.

Thanks to Heavenly Acres Pet Cemetery, we have the best, persistent memory of all. Priceless comes to mind.

Yep, I know, just another dog story for most of you. I thank you for your understanding and perseverance. Talk with you more, tomorrow.

Heavenly Acres Pet Cemetery
4369 Old US Highway 23
Brighton, Michigan 48114

(ps: The plaster is actually a gray-white, but lighting didn’t want to participate)

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Who’s Doing It Right!

JT — Fri, 11 Dec 2009 18:02:12 +0000

Dr. George Atsalis (DDS) and his team.

For more than a decade Dr. Atsalis has been my primary dentist. After relocating some distance away my family had started visiting other dentists. This week, I had the opportunity to revisit Atsalis Dental. The difference was noteworthy.

Being with George from the beginning, I have watched him consistently strive to be on the leading edge of his industry. But first and foremost, he is focused on his customers! It is evident in the major remodeling he did years ago; frequent updates to equipment and processes; and, professional staff in manner, appearance, and execution.

Three immediate additions to his practice jumped out at me this week: digital picture frames used to promote messaging; staff wearing earpieces (he keeps up on patient status wirelessly, “Is the patient tingly yet?”); and a full coffee bar.

As a coffee lover, I had to admit I was very pleasantly surprised to see this addition. If coffee service is even available, it is normally hours old coffee in a Mr. Coffee maker somewhere, with some Styrofoam cups somewhere. Not here. Customers, I hesitate to say ‘patients’ or clients, are treated to 6 flavors of gourmet coffee and a Keurig coffee maker.

Sometimes subtlety can make a powerful comment.

Today, my hat’s off to Dr. George Atsalis and his Team, for Doing It Right!

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Who’s Doing It Right!

JT — Fri, 13 Nov 2009 21:00:08 +0000

Periodically I am going to start highlighting the people I know or have met that I believe are doing it right! With so many items in our lives challenging us negatively, it is important to be reminded there are actually a lot of positives surrounding us. All we need to do is look.

Rob Pasick

Dr. Pasick organized CEO Connect as a means of bringing together area business and government leaders. The focus is on positive leadership. His latest book, “Balanced Leadership in Unbalanced Times,” underscores his efforts. You can learn more about Rob’s activities here.

Jeannine MacDonald

Ms. MacDonald is the proprietor of Lady Rebecca’s Choice, located in downtown Howell, Michigan. Jeannine is a strong supporter of local business, actively leading efforts to educate both the public as well as fellow merchants. Hat’s off to Jeannine!

Scott Lorenz

Scott owns Westwind Communications, a Michigan public relations and marketing firm. He is also a licensed balloonist regularly seen flying over southern Michigan. Mr. Lorenz is one of the most supportive, creative, imaginative friends a person could have.