Quality in Life!
Each month we explore different perspectives of how quality is found
in every aspect of our lives.

Here is our latest quality series installment for April 2021:

"Quality in Customer Service"
by Murray Gonzalez
Chick-fil-A has been ranked #1 in politeness of staff. 
Mark Lennihan/Associated Press

Taken as a whole, the company's commitment to service and quality has led to a success story like few others in the food industry.

Chick-fil-A is one of the few businesses ever to report increased sales growth
every year since its founding in 1946. Why? 
Politeness: Old fashioned practice or just good common sense?
Have you noticed people in service positions no longer say, “Thank you”? I have. Instead, listen carefully. You will only hear, “Have a nice day!” One day, I had a cashier mumble to me, “Hav uh” and that was it! Wait, what?!? I would rather she had not said anything! My personal bias is they are intentionally avoiding saying, “Thank you!”

Chick-fil-A is leading the competition by cornering the customer service (i.e., politeness) market. Why? Because turns out, being polite is good for business. 

What is being polite? Well, it really boils down to good, solid customer service. Countless books, organizational development studies and articles in the ASQ Quality Progress journal and elsewhere have been published about this subject. For example, one such book title is “The Customer is King”. We have all heard the saying, “The customer is always right.” I do not necessarily agree with this because on some occasions the customer has been known to be wrong. However, that is not the intent of the tried-and-true adage. What it means, of course, is “Treat customers as if they are always right”. In other words, “Customers are #1”.

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Auditor Etiquette: Making a good impression by J. P. Russell
An audit system manager recently told me that it was relatively easy to identify quality auditors who had good technical skills for collecting and evaluating data. What was really hard was to find auditors with good people skills (perhaps auditors need to go to charm school). Even though
an auditor is not trying to win a popularity contest, the impressions that the auditor makes with auditee management, interviewees, and escorts can influence the audit and its effectiveness.

Message from our Managing Director

In our previous newsletter, there was a statement a contributing writer made that implied the older people are the less they know how to use current online communications as competently as their younger counterparts. And while the author meant the “jab to be in jest” about herself as she is getting older, it nonetheless was insensitive to write an umbrella statement of that sentiment implying of all people getting on with age.

We want to thank an alert reader for bringing this to our attention. I am sending out our deepest apologies to anyone who may have been offended by the insensitive content. After this discovery and upon further investigation, QualityWBT has updated our editing process to make sure future newsletter content is scrutinized more thoroughly for professionalism prior to approval and press release.
Again, on behalf of our organization, I am writing for you to please accept our apologies. 

Yours in Quality,

Paul Russell
QualtiyWBT Center for Education LLC. www.QualityWBT.org
888-737-4488 adm-office@qualitywbt.com