There is no single person who does not want to be treated as a king or queen. This is especially so when one is spending money to purchase a product or a service. It is sad that the apparent rich people may get better service but if anyone wants their business to grow regardless of the economic environment, then service quality is mandatory.
To measure quality, have a benchmark of what quality is. For example, if offering call centre services, you may indicate that one of the quality indicators is an appropriate greeting to all the customers who call in. Then train the call center agents to offer greetings in the defined way. Document the agreed standards and randomly evaluate the actual performance.
From the evaluation, you are able to tell the deviation between the actual performance and the set benchmarks. Share the performance evaluation with your staff and let them see the big picture of how this deviation affects customer satisfaction and eventually the revenue may also be affected.
To have objectivity in the internal quality performance evaluation, let there be clear guidelines and policies on how to handle various issues that customers may bring to the attention of the business owner.
Since it is the customer who matters most in measuring if the business has offered quality service or not, a business should have feedback channels where customers can speak their minds. Suggestion boxes, email contacts, customer care telephone lines are some of the modes through which customers can give feedback on how well they have been served and what their needs are that would make them feel that quality standards have been met.
