To be a quality business you have to view your business through the eyes of your customers. With systems and technology moving rapidly all the time maintaining a quality business can be a challenge, however it is achievable if everyone in the business holds the belief.
This mindset does not come easy. In a day-to-day workload it can be tempting for people to start thinking about things by looking inward. For example, “How could I save 10 minutes here”?. “How can I get this task done quicker”? The risk in this is that little by little you get further away from the core goal of service levels and providing the best customer experience possible.
A quality business does not just say they are one, it is embodied in everything they do. Policies and procedures need to be designed so that practices support your quest for quality and particularly your point of difference. This means doing more than just the bare minimum.
In order to get the balance right you need to adapt your approach. Identify your internal business needs and also seek feedback from your customers, as they define the value. Armed with all this information you then design a set of services and way of operating that meets those definitions. If you do not do this, then you will quickly lose your way.
If your clients see value and trust you, they will become your best asset and will provide you with referrals and a stellar reputation in your community.