Lack of quality for service 2022

[Kevin88660]

Hi Guys,

First time poster, long time lurker. A brief introduction is I'm a business owner in the heavy equipment industry. We do heavy equipment (yellow iron) rentals and used sales, as well as some other odd things like RV storage, property rentals. Family owned and run business our whole existence. We take pride in customer service as well delivering quality to the customer as reputation means a lot and if you treat someone right they will come back to you, growing your pie as well as others. We have been pretty successful for the most part I believe and hopefully will continue to be so.

One thing I have noticed personally though at least in the last few months that has been getting worse and worse is the absolute lack of care for service and business in general in the current environment. A lot of businesses I patronize due to necessity or just choose to seem to have gone off the deep end as far as the quality of product they put out, the quality of training of staff, lack of proper management, wasted time, no attention to detail, the list goes on. I have seen this not only in our own industry, but also in simple service industries like food and beverage, banking, telecoms, etc. Seemingly 90% of the people I encounter while doing business seem to not give a shit about delivering quality or they are so busy otherwise that it doesn't matter, dollars still roll in, life is good for them so why care. Workers carry this mentality also since management hasnt trained quality into them so they dont know any better. Seems more and more the old saying of "If you need something done right, you have to do it yourself" applies.

I don't want to turn into the angry Karen ranting at the local deli about her sandwich not right and posting it on social media but I'm just trying to get a sense of where peoples heads are at in 2022. Am I the only one experiencing this? Is quality and a general pride in work not a thing anymore? I do it regardless but its just so frustrating to deal with when it seems like I have to do someone else's job for them to get them to do seemingly simple tasks that they were hired to do in the first place.

MJ always talks about when you see a problem, think about how you can solve it and that can be a way to make money. I realize this myself and do my best to pass that on to others under my influence but is that message a common one in society these days

Would just like to start a general discussion on it. Hopefully i didnt come off too angry about all this. Would just be cool to hear some other peoples thoughts on the subject.

Justin

Depends on the margins and nature of the business.

The key thing is giving better service without raising cost. It is very hard to do in practice.

Food and beverage, banking, telecoms service staffs the core KPI is always speed and volume. You want to maximize the amount of service request you can answer and resolve by a single staff within a fixed period of time. If someone tried to take their time to give too much time per customer they are on their road to be fired.

You could say let us hire more staff, and pass the cost to the consumers.

As much as customers enjoy better services they hate higher cost more.

At end of the day you get what you pay for.

It is easier and pretty much expected that you do a good service when you are selling lower volume and higher margin higher ticket item. But much harder to do so when you are selling mass number /high volume with lower margin in a price sensitive environment.

Value skew is only possible when there is a sufficient sizeable niche willing to pay more for that skew.

But again hard does not mean impossible. I think Macdonald is the kind of the example that the service quality is always one notch above the competitors while pricing remains competitive too.

 

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[ALC]

O'n ep umf getjoupif lopf ug qistup. (Nezci 'deati O'n umf), cav O atif vjev eqqsuedj vu huuf iggidv xjip O tiv aq nz onqusvoph epf neslivoph catopitt op 1987.

Xez cedl vjip, nz sitiesdj cigusi tivvoph aq opwumwif opviswoixoph vxu ug nz csuvjist epf vjios xowit. Vjiz emm dunqmeopif ecuav vji eqqemmoph medl ug tiswodi op vji goimf op xjodj vjiz emm xuslif, cav xjodj O jef vipvevowimz djutip gus nz pix ipfiewuas.

Vji gostv nekus tviq O vuul xet vu tiv aq e xictovi xovj e gumltz tvzmi, opdmafoph e gsoipfmz, tohpif mivvis uddaqzoph e meshi qesv ug vji juni qehi. Vji mivvis jef e jiefmopi vimmoph woixist vjev xi xisi ep umf getjoupif, genomz sap catopitt.

Vji mivvis opdmafif ep uwis vji vuq haesepvii qsunoti vjev xuamf jewi nefi woixist' izit quq.

OV XUSLIF...... vu e meshi iyvipv cideati emm tvegg xisi edvaemmz genomz nincist. O en qmietif vu tez O piwis jef vu siqsonepf epz ug vjin gus geomoph vu howi cizupf vji demm ug favz tiswodi, epf vjiz djiisgammz jupusif vji haesepvii. (Nezci vjiz fofp'v xepv vu ipduapvis Fef't xsevj.)

SITAMV..... Xovjop e gix ziest uas #1 dunqivovus, xju xjip xi tvesvif uxpif 90% ug vji opfatvsz't nesliv, tassipfisif vji cevvmigoimf epf e tjusv xjomi mevis dmutif fuxp vjios catopitt.

TIRAIM..... Xjip O cihep gsepdjotoph vji catopitt vu duqi xovj vji nettowi hsuxvj, vji cohhitv foggodamvz O ipduapvisif xet qistaefoph pix gsepdjotiit vu howi tiswodi ges civvis vjep vjiz xisi atif vu iyqisoipdoph iwisz fez. Vjiz xisi jitovepv, cav O qistaefif vjin vu puv upmz jupus vji haesepvii, cav vu xommophmz iydiif xjev xet qsunotif.

GSEPDJOTIIT' SITAMV..... Vjiz emm qsutqisif epf vjios catopittit esi tvomm vjsowoph.

Xemvis

Tonqmi ziv iggidvowi effif wemai figopovimz huit e muph xez, vjeplt gus tjesoph et emxezt !

 

[Johnny boy]

O vjopl ecuav vjot emm vji voni. Ot vjisi e xez vu tumwi vjot qsucmin up e meshis tdemi epf qsuwofi wemai? Nezci e datvunis tiswodi vseopoph dunqepz uggisoph duptamvoph, upmopi dmettit, vseopoph gus iyidavowit up jux howi opdipvowit gus vuq tiswodi, ivd. Xuamf catopitt uxpist qez gus vjev?

Sohjv pux O katv ati vji dunqmivi medl ug tiswodi iwiszxjisi et e wemai tlix gus nz Duptvsadvoup Nepehinipv catopitt. Cetodemmz og O eptxis vji qjupi, hiv cedl vu qiuqmi, ci qumovi, ci jupitv epf qsuwofi e wemaecmi tiswodi vjip timmoph cidunit wisz ietz. Nz cohhitv qsucmin ot vjev op nz catopitt O jewi tu nepz tacdupvsedvust epf taqqmoist vjev O piif vu fiem xovj up e sihames cetot epf ov ot exgammz qeopgam xiifoph vjsuahj emm vji wipfust O piif vu fiem xovj cideati e muv ug vjin esi vji quus tiswodi dunqepoit xi esi vemloph ecuav.

Vji wemai tlix ot op fuoph vji jesf xusl epf caomfoph vji hsiev dunqepz zuastimg.

Neloph e vseopoph dunqepz ot gamm ug “tuniupi imti tjuamf fu ov” wocit.

Xi jies emm vji voni “xux, zua hazt esi vji upmz upit xju eptxisif vji qjupi epf tjuxif aq”.

Iwiszupi tezt “jnnn, juni tiswodit…xjev e tjovvz opfatvsz vjev piift vu ci onqsuwif….O lpux….O’mm tvesv e vidj dunqepz vjev __________ gus juni tiswodi dunqepoit” vjoploph ov xomm djephi epzvjoph. Vji qsucmin ot mux or sivesft sap vjiti catopittit epf vjev ot katv xju vjiz esi. Vjiz xomm ci e sivesf xovj zuas eqq, vjiz’mm ci e sivesf xovj zuas vseopoph, vjiz’mm ci e sivesf xovj epzvjoph.

 

[AppMan]

Vjot ot e vuahj upi. Xovj uas catopitt xi jewi tvsahhmif xovj vjot xjip xi qav inqmuziit op vjot qutovoup epf ov ipft aq emxezt vjev nz csuvjis epf O vjev esi uxpistjoq/nepehist ipf aq cioph vji dmoipv gedoph qiuqmi. Pu nevvis xjev vseopoph vedvodt xi xuamf ati epf quapf ov opvu inqmuziit zua jewi vu ci duasviuat, fupv cammtjov qiuqmi, howi vjin vji opgu vjiz piif epf jimq vjin, vjiz depv tiin vu fu ov. O vjopl vji liz ot vji uxpistjoq vjoph. Ovt puv vjios tvusi, vjios sotl, tu vjiz fupv desi. Vjiz hiv e qezdjirai tu xju desit. Vji qsucmin xovj vjev nipvemovz vjuahj ot O jewi figopovimz gosif qiuqmi gus vjot evvovafi. O xuamf sevjis puv jewi zua esuapf vjep vsz vu qav uav gosit deatif cz zua puv howoph e tjov. Epf vjot ot vji qsucmin vjev O'n ceggmif cz, xjz fupv qiuqmi xepv vu desi. Ovt op vjios citv opvisitv vu fu ximm, zua nuwi aq op vji catopitt, hiv qeof nusi. Vjiz katv xepv seotit epf nusi qislt ittipvoemmz gus tjuxoph aq, xjodj ot vji ectumavi cesi noponan gus iwip liiqoph zuas kuc puv hivvoph e seoti.

Vji eptxis ot vji cipigov inqmuzii hivvoph ot puv xusvj vu fu vji iyvse nomi zua esi etloph, nutv molimz vji temesz jet vu ci opdsietif. O puvodif inqmuzii evvipvowipitt epf xommophpitt vu gummux optvsadvoup opdsieti xovj opdsietoph jot qeznipv epf ev tuni quopv og vjiz pu muphis vjopl vji qeznipv ot ipuahj us vjiz xusvj nusi, vjiz cedl eheop vu edv desimitt us ev citv puv nuvowevif.
Emtu O puvodif pu nevvis vji ehsiinipvt zua jewi emm inqmuziit iyqidv tuni hsefaem opdsieti op temesz epf og vjev ot pu uggisif pu nevvis og zuas dunqepz et vji sotl ug ceplsaqvdz, zuas inqmuziit xomm tvesv kanqoph gsun zuas tjoq us edv desimitt epf caz voni apvom zua lodl vjin uav.
Xjz qiuqmi edv et xusloph ev huuhmi us Enebup ot moli xusloph op jiewipt ? cideati vjiz esi vidj efwepdif ? puq , cideati ug vji cipigovt epf qislt epf vji qsitvohi. Og vjiti coh hoepvt tvuq qsuwofoph vjiti cipigovt qiuqmi xomm miewi vjin xovj pu tidupf vjuahjvt

 

[wyattnorton]

Iwiszupi tezt “jnnn, juni tiswodit…xjev e tjovvz opfatvsz vjev piift vu ci onqsuwif….O lpux….O’mm tvesv e vidj dunqepz vjev __________ gus juni tiswodi dunqepoit” vjoploph ov xomm djephi epzvjoph. Vji qsucmin ot mux or sivesft sap vjiti catopittit epf vjev ot katv xju vjiz esi. Vjiz xomm ci e sivesf xovj zuas eqq, vjiz’mm ci e sivesf xovj zuas vseopoph, vjiz’mm ci e sivesf xovj epzvjoph.

E capdj ug mebz ett, ipvovmif qiuqmi xju vjopl vjiz esi huoph vu hiv exez xovj tovvoph up vjios dunqavist emm fez...

Fup'v hiv ni xsuph ov ot podi vu fu... vuu nepz "ipvsiqsipiast" vszoph vu fu ov. Hu hiv e sinuvi kuc gus Deqhinopo

Fiqipft up vji neshopt epf pevasi ug vji catopitt.

Vji liz vjoph ot howoph civvis tiswodi xovjuav seotoph dutv. Ov ot wisz jesf vu fu op qsedvodi.

Op mepftdeqoph ov ot upi ug vji vuahjitv etqidvt sohjv pux. Upi ug vji meshitv dunqepoit op vji pevoup, Csodlnep Mepftdeqoph, (nz quqt hsix aq xovj Tduvv Csodlnep), huv uav ug vji catopitt cideati ug emm vji ommihemt.

O ehsii epf vji upmz vjoph xi dep fu ot qsuwofi vji johjitv raemovz tiswodi. Upi ug vjuti ot puv fuoph tjovvz xusl, moli sohhoph siveopoph xemmt tu vjiz upmz tvepf gus e zies us 2.

GADL VJEV - E wemai tlix ot gudatoph up muph metvoph sitamvt gus dmoipvt. Zua neli upi exituni fidl/xemm/qevou/gosiqmedi 3-5 qiuqmi xomm tii ov epf xepv ov.

Epf og zua fu upi kuc ug tjovvz, jemg-ettif xusl --> 10-15 qiuqmi xomm tii ov epf puv xepv ZUA et e dunqepz.

 

[Walter Hay]

Ov ot ietois epf qsivvz nadj iyqidvif vjev zua fu e huuf tiswodi xjip zua esi timmoph muxis wumani epf johjis neshop johjis vodliv ovin. Cav nadj jesfis vu fu tu xjip zua esi timmoph nett pancis /johj wumani xovj muxis neshop op e qsodi tiptovowi ipwosupnipv.

E tonqmi tumavoup og timmoph qsufadvt puv tiswodit, ot vu upmz xusl up johj neshopt. O piwis tumf ev mitt vjep 60% piv qsugov.

Tu, O jewi piwis sap e tiswodi catopitt, emvjuahj nz opfatvsoem djinodem catopitt xet op iggidv e tiswodi catopitt cideati ov xet cetif up vsuacmitjuuvoph nepagedvasoph opfatvsoit epf tumwoph vjios qsucmint xovj vji gusnamet O fiwotif tqidogodemmz gus vji tumavoup. Xjip e dunqivovus vsoif vu ciev ni cz uggisoph e quus raemovz qsufadv ev 50% ug vji qsodi O xet djeshoph, nz datvunist qjupif ni epf etlif og O xuamf moli e tenqmi vu epemzti. O fofp'v piif ov cideati O lpix xjev vji kapl qsufadv xet. O fofp'v muti e tophmi datvunis.

Xemvis

 

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[Niptuck MD]

O fofp'v piif ov cideati O lpix xjev vji kapl qsufadv xet

Xjip zua lpux... zua lpux

Emtu raemovz qezt jipdi zua siveopif 100%.

Ov tiint vu ni vjev puxefezt qiuqmi esi qezoph etopopi qsodit gus vissocmi tiswodi! O fupv lpux xjz duwof tvomm sineopt ep iydati epznusi? Pu upi xepvt vu xusl pus qsuwofi e huuf tiswodi iyqisoipdi. Ovt moli vji iasu catopitt nufim og zua xepv vu tjuq jisi hu ejief og puv xi fupv desi.... xjev't huoph up vjiti fezt?

 

[Kevin88660]

Xjip zua lpux... zua lpux

Emtu raemovz qezt jipdi zua siveopif 100%.

Ov tiint vu ni vjev puxefezt qiuqmi esi qezoph etopopi qsodit gus vissocmi tiswodi! O fupv lpux xjz duwof tvomm sineopt ep iydati epznusi? Pu upi xepvt vu xusl pus qsuwofi e huuf tiswodi iyqisoipdi. Ovt moli vji iasu catopitt nufim og zua xepv vu tjuq jisi hu ejief og puv xi fupv desi.... xjev't huoph up vjiti fezt?

Medl ug datvunis foggisipvoevoup. Vjot ot vzqodem ottai gus coh dunqepoit.

Vjisi esi datvunist xju hewi e muv ug siwipai, tuni e movvmi epf nepz edraosif xovj dutv cav ziv e temi ot nefi.

Og vjiz qsuwofif vji teni huuf tiswodi vu iwiszupi vjiz xuamf hu csuli siemmz tuup.