how can small businesses incorporate quality and concern for customer satisfaction into every company function?
Often, even critical tasks, like monthly closings for company P&Ls (profit and loss statements), get delayed because there are not enough hours or people to do everything. Solution: • Total company commitment begins at the top. The head of the company must commit to total quality marketing and customer satisfaction, live it every day, and institute procedures and information systems to ensure all employees do the same. • Customer service, customer satisfaction, and customer commitment become the top company priorities. The entire company must work to support the sales staff and customers. For example, Nordstrom Department store personnel will never be criticized for doing too much for customers. They will be criticized for doing too little! • Employee hiring and training programs for quality work and customer orientation need to be implemented and enforced. For example, Nordstrom want ads seek employees who are “people-oriented” and who find satisfaction in going out of their way to he
