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The quality equation
(QP + CS) =
GC
Identify the customer
• Mom• Busy• Protective• Connected• Options
Let’s Look at the equation for success
QP
How do we define quality?
• Quality can be defined as essential character. Essential means indispensable. Character is attributes which distinguish us. Put them together and quality is indispensable attributes that distinguish us from others.
How Do I define quality?• I know what I
am getting• I am a repeat
customer• There is
lasting value• I tell
someone about it
What does quality look like in your program?
Equation for success
CS
Can customer service be defined?
According to the internet, yes.
How do we define customer service?
• Customer Service = provision of service to customers before, during and after a purchase.
• Anticipating the needs of the customer before they ask.
What does Customer Service Look Like?
They make sure I have what I want
They think about it
before I do
Great hiring + Great
training = Great service
Process Improvement planWhat are your internal measurement tools?
Do you have a plan for improvement after measurement?
How do you communicate changes to the customer?
How are They so Successful?
• Focused on it • Listened to customers• Process improvement
plan• Right fit hiring• Staff development
plans
The Equation:
(QP + CS) = GC
If you can deliver a quality product combined with customer service you will have a Great
Camp!
