How Good is 99.9% Quality Service?

Who can perfect? Have you ever heard that 99.9% quality service may not be good enough? Check out these statistics and reconsider your thoughts.

What is 99.9% Quality Service?

• • 119,760 income tax returns will be processed incorrectly this year.
  • 144 incorrect medical procedures occur daily.
  • 110,600 mismatched pairs of shoes will be shipped this year.
  • 18 babies will be given to the wrong parents each day.
  • Two newborn babies dropped by doctors every day.
  • 23,666 defective computers will be shipped this year.
  • 22,792 pieces of mail mishandled in the next hour.
  • 2,434,300 books sent in the next 12 months with the wrong cover.
  • 20,000 incorrect drug prescriptions written in the next 12 months.
  • 56,700 checks deducted from the false bank accounts in the next hour.
  • 567 pacemaker operations will be performed incorrectly this year.
  • 315 entries in the most recent Webster’s New International Dictionary of the English Language (unabridged) misspelled.
  • 69 malfunctioning ATM’s will installed in the next 12 months.
  • 810 commercial airline flights would crash every month.
  • 880,000 credit cards in circulation will turn out to have incorrect cardholder information on their magnetic strips.
  • Two million documents will be lost by the IRS this year.
  • Two plane landings daily at O’Hare International Airport in Chicago will be unsafe.

Setting New and Tougher Quality Service Standards

Consequently, certain things you must be perfect at, wouldn’t you agree? Key areas of life are high stakes involving the personal safety of customers, and you can’t afford a do-over or mulligan. Other situations aren’t life threatening but certainly will cause the ire, annoyance, or frustration of those affected. If any of these statistical areas affected you, it would matter, right? Regardless, quality and customer service are important. Too many people and companies are nonchalant about it. The American Customer Satisfaction Index tracks customer service in over five hundred companies and has been doing since 1994. Unfortunately, the US measurement hasn’t improved much and hovers around mediocrity-75-77 CSI.

Companies have improved in varied areas particularly related to technological enhancements, but customer expectations are higher. Customers want it all: lower price, higher product quality, and superior customer service. However, companies have failed to meet these standards and so the overall impression of customer service has declined. At the same time, manners and civility have taken a beating in our modern society and so customer interactions have deteriorated as well. Therefore, we all need to remember that ignored customers go elsewhere. Customer loyalty is now more important than profit. Why? Because with more customer loyalty, profit grows.

What is your Quality Service Goal?

In summary, while all this sounds like shocking news, it’s really a good news opportunity. Companies that deliver better customer experience are more successful.  Managers that focus on exemplary service tend to achieve better results. Employees that have good manners and provide great service are golden and move forward faster in their careers. The bottom-line question is this: how are you doing with your quality service? 

Personal Career Growth and Servant Leadership Development Resources

Also, do you want to enhance your career by reducing the CX Flaws and increasing the customer experience of your department or organization today? Download this complimentary eBook guide: The Customer has the Power.

In addition, learn tools and success secrets to achieve your goals here: GoalPower: How to Increase your Personal Performance and Career Success.

Furthermore, the world desperately needs leaders in “The Zone” that have empathy and care. And elevate them as partners. Join the revolution in leadership thought and practice that elevates people first through Servant Leadership on LinkedIn: ServantLeadership@RickConlowInternational

Finally, add to or develop your skills as a Servant Leader here: 21 Servant Leadership Training Lessons. In addition, go here to accelerate your leadership success and learn more about Servant Leadership, see Rick’s newest book, The Dynamics of Servant Leadership: Inspire Your Team to Achieve Extraordinary Goals! And, do you want to accelerate your management career? Check out Rick’s best-selling book, Superstar Leadership Model.

Plus, enhance your customer service skills. Go here: Superstar Customer Service.